Transforming Traditional Legal-Centric Approach to Customer-Centric Mindset

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Business report
Report
6/1/2018
#04074

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Executive Summary
The report highlights the decision related to transforming the traditional legal-centric
approach used in the organization to the client-centric mindset. The Clayton UTZ is planning
to introduce the customer centric approach in the organisation rather than having the
traditional approach for customers. This decision was taken by the company to have the
satisfied customer and company work according to the requirements of the customer. The
reports discusses the structure of the problem and addresses the issues that why the
organization should opt for the customer centric approach and the issues for which the
changes in the approach is made by the company. The approaches and models are discussed
in the report.

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Contents
Introduction................................................................................................................................3
Defining and framing the Issue..................................................................................................3
Functions of management.......................................................................................................5
Addressing the Issue..................................................................................................................6
Conclusion................................................................................................................................10
Recommendations....................................................................................................................11
References................................................................................................................................12

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Introduction
The company Clayton UTZ is one of the top Australian firms providing the services
to the large. They are providing the service across the spectrum including litigation and
dispute resolution, restructuring and insolvency, taxation, intellectual property and industrial
compliance etc. the company is planning to transform from the traditional legal-centric to the
client-centric mindset at all the levels. For transforming this change in the organization,
management tries to have change in the culture also. For this company has to perform
functions of management which includes planning, leading and organizing the activities and
the organization. Without using these functions in the company the business issue cannot be
resolved. The change in culture is done to have better handling of the customer. For this
company can adopt the theories or models like value creation components in business model
design-customer centric orientation (Ordenes, Theodoulidis, Burton, Gruber & Zaki, 2014)
Defining and framing the Issue
Customer centricity is the mindset and set of processes. The issue of transforming the
traditional legal-centric thinking to the customer-centric mindset is required at all the levels
in the organization. This issue arises because of the several reasons. The customer wants the
customization in the services provided by the Clayton UTZ Company. Customization
basically refers to the doing the work according to need and requirement of the customer
(Sheth, Sethia & Srinivas, 2011).
Another reason for transforming the traditional to customer-centric is that the
customer wants something extra in the services. This means that only offering the basic
services and solutions to the customer is not enough nowadays, but also creating the new
ones and anticipating their behaviour (Trainor, Andzulis, Rapp & Agnihotri, 2014).