No it's not a proper word it's one of those words that management gurus come up with and chief executives latch on to . It's a way of making the same old things sound new or different. In this case we are talking about an organisation being customer focused or putting the customer at the centre of the business. Customercentricity is an example of corporate speak, which so often seems to originate in the USA and make its way over here. So why do senior managers use this kind of language which tends to obscure meaning rather than clarify it? Maybe they don't have anything new to say but they are expected to have something to say.
Blair McPherson www.blairmcpherson.co.uk