Building Organization Culture with Seven Cs Framework : Enhancing Business Performance

Organizational culture affects employee perceptions as well as workplace behaviors that contribute to the success or failure of an organization. Organizational culture determines the norms in the organizations that dictate how the members should think and behave. Organizational culture is the driver of business performance and success. Culture can affect organizational performance if it is ‘strong’ (wide consensus, deeply internalized and socialized) and appropriate to its environment (relevant to business conditions). Organizations can truly embrace customer focus only if they entrench it as a culture throughout their organization. Customer-focused culture leads to better customer satisfaction and higher customer lifetime duration and customer revenue, as satisfied customers are more likely to keep a stable relationship with the organization. Satisfied customers are less price-sensitive, purchase the product more frequently and in a larger volume than non-satisfied customers, and are also likely to purchase other product offerings. Thus, customer-focused culture helps an organization in enhancing the overall customer experience and building competitive advantages. The research develops the seven Cs framework for building a customer-focused culture in the organization and thus enhancing business performance