What comes to mind when you think of loyalty erosion? Do you currently have a formal loyalty plan, measurement, or metrics in place? Well, most SMB companies don't even understand how to take advantage of customer-experience-driven innovations. The customer experience is certainly an untapped area for most organizations and where bigger companies have a true edge. But how do you start on the journey of customer experience and how to ensure that your customer experience initiatives don't end up being just an idea on a napkin.In today's episode, our guest, Paula Courtney, shares how companies can take advantage of the customer-centricity framework to improve their financial performance. She also details how to start on the journey of customer experience and enable controls to ensure that the framework gets executed and has measurable results. Finally, he describes the organizational structure for customer experience function and where it fits depending upon the stage of the company. For more information on growth strategies for SMBs using ERP and digital transformation, visit our community at wbs.rocks or elevatiq.com. To ensure that you never miss an episode of the WBS podcast, subscribe on your favorite podcasting platform.