Three things you need to create a customer centric company by GetViable, How to build your idea and scale your startupGetViable
Leslie Barry stashed this in Startups
Stashed in: Kaizen
What does it take to create and maintain a customer-centric company?
In practice, whoever owns the customer in the startup – be it the founders, the CEO, or other executive – must work across the company to align deliverables and behaviour with its customers’ needs through a confluence of methodology, metrics and technology.
I like the concept of Kaizen you cite:
"Kaizen – a Japanese term for meaning ‘continuous improvement’ – is very much core to the whole process of enhancing customer experience."
Some startups fail because they don't focus on customer development: http://pandawhale.com/convo/2365/why-startups-fail-infographic-business-insider
Another translation I've come across for Kaizen is 'relentless improvement' . I think it captures the essence of the disruptive startup mindset.