There are five stages of organizational maturity when it comes to being a customer-centric company. The maturity levels are informed by how a company has integrated customer-centric behaviors, systems, and processes within its organization, with its people, and with its technology. As part of the assessment, you can review each stage and the associated criteria, and place your organization at the right maturity stage. This will give you a framework in which to identify opportunities, investments needed, and outcomes to expect.
Adapted from Analytics at Work, Tom Davenport (2017)