Outside-in thinking is a new approach to customer and partner engagement that focuses on designing business models, processes, and services according to the customer’s wants and needs. In this approach, the customer’s perspective and context comes first.
Outside-in thinking is part of the evolution of customer management. The traditional method of expecting customers to mold to a pre-existing business structure is outdated, and organizations are becoming more customer-centric.
A goal of outside-in thinking is to provide customers with a positive experience that will drive them to do more business with the organization. This new approach is made easier by AI capabilities that can analyze customer information to help the organization design business models with the customer as the main priority.