Is your business strategy customer focused?
Are you segmenting your customers based on their profitability and their lifetime value, in order to be able to give differential treatment depending upon the value that they bring to you at all touch points?
Are your processes built around servicing customer needs?
Does your organization have the technology that supports all customer processes seamlessly?
Do you have a unified customer database with a single truth of customers across LOBs, departments and geographies?
Are your people sensitized to the value that each customer brings and importance of each customer interaction across all touch points?
Are your products/ services adaptable to ever changing customer needs?