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Customer-Centric Strategy, Founding Partner, Serim Consulting

Murat
Serim

For over 15 years, helping market-leading organizations in Aviation, Automotive, Financial Services, Telecommunications, Commercial Real Estate, and E-Commerce put the customer at the heart of everything they do.

15+ Years active
6 Core industries
5 Published books
Customer Centricity · Aviation · Automotive · Financial Services · Telecommunications · Commercial Real Estate · E-Commerce · CX Strategy · Author · MBA Instructor · Customer Centricity · Aviation · Automotive · Financial Services · Telecommunications · Commercial Real Estate · E-Commerce · CX Strategy · Author · MBA Instructor ·
About

For 16 years, one conviction at the center:
the customer must come first.

Murat Serim is the Founding Partner of Serim Consulting, a boutique customer strategy firm established in Istanbul in 2010. Over 16 years, he has partnered with market-leading organizations across six dynamic industries, always with one belief at the center: that extraordinary customer experiences are not a luxury — they are the strategy.

An MBA instructor, author of five books, and dedicated practitioner of customer centricity across every sector he touches.

15+Years active
6Core industries
5Books published
Industry Expertise

Six sectors. One philosophy.

01
Air Travel

From ground experience to in-flight excellence, crafting journeys that passengers remember and return for.

02
Automotive

Navigating the intersection of mobility, technology, and human desire in one of the world's most competitive sectors.

03
Financial Services

Building trust at scale, transforming complex financial products into meaningful customer relationships.

04
Telecommunications

Connecting customers to the services that matter in an era of infinite choice and fragmented attention.

05
Commercial Real Estate

Shaping the customer experience within spaces, from leasing journeys to tenant retention and portfolio growth.

06
E-Commerce & Marketplaces

Designing end-to-end customer experiences for large-scale digital marketplaces, from discovery to delivery and beyond.

Consulting Services

Strategy that stays with you
long after we are done.

01

Customer-Centric Organization Design

Restructuring your organization around the customer, from culture to KPIs, from leadership to frontline.

02

Phygital Customer Journey Design

Seamlessly blending physical and digital touchpoints into journeys that feel effortless and deeply human.

03

Voice of Customer Experience (VOCE)

Capturing, analyzing, and acting on the real voice of your customers at every stage of their journey.

04

Loyalty Strategy & KPI Development

Designing loyalty ecosystems and the metrics that actually predict whether your customers will stay.

05

Sales Effectiveness Modeling

Turning your sales function into a precision instrument, calibrated for the markets you are in today.

06

Business Negotiations: BATNA & ZOPA

Equipping your teams with the frameworks and confidence to negotiate outcomes that last.

The Founding Partner

Murat Serim

Murat Serim is the Founding Partner of Serim Consulting, a boutique customer strategy firm established in Istanbul in 2010. Over 16 years, he has partnered with remarkable organizations across six dynamic industries. An MBA instructor and author of five books, Murat brings rare depth to the intersection of strategy, leadership, and customer experience.

Published Works
Beyond Good Enough 01
Beyond Good Enough
How Extreme Customer Satisfaction Transforms Financial Institutions, Builds Unbreakable Loyalty, and Creates Customers for Life

A deep dive into what it truly means to serve financial services customers at the highest level — moving beyond satisfaction scores to build loyalty that lasts a lifetime.

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Commercial Real Estate Development Through the Lens of the Customer 02
Commercial Real Estate Development Through the Lens of the Customer
A Customer-Centric Guide to Commercial Real Estate Development, Including Turkish Market Insights

A pioneering guide that reframes real estate development through the eyes of the end user, with specific insights into Turkey's dynamic commercial property market.

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Cleared for Takeoff 03
Cleared for Takeoff
How Airlines Win by Putting Passengers at the Heart of Everything

An authoritative look at how the world's leading airlines build competitive advantage by making the passenger experience the centerpiece of every strategic decision.

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The Negotiation Journey 04
The Negotiation Journey
A Field Guide from Preparation to the Final Handshake

A practical, field-tested framework for navigating complex business negotiations, from initial preparation and BATNA planning through to closing the deal with confidence.

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The Human on the Other End of the Line 05
The Human on the Other End of the Line
How Telecom Companies Win by Putting Customers at the Center of Everything They Do

A sector-defining work that challenges telecom leaders to see beyond infrastructure and technology and recognize the human being waiting on the other end of every interaction.

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"We own our clients goals and take their success personally."
The Serim Consulting Philosophy
Get in Touch

Let's work on
what matters most.

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