Innovation & Customer Centricity: While digital tools can advance customer centricity, customer-centric thinking must steer the use of digital tools.
Monthly Archives: August 2019
4 posts
Still many people think customer centricity is still a fantasy. It is something to put in the company’s mission statement but not something that is real. Apart from not believing that customer centricity exists, customer centricity is a hard and complex game to master. Please find five enticing stats that […]
Es gilt zu klären, wie die Realisierung von Customer Centricity erfolgen sollte? Die HSG hat in der Vergangenheit ein Forschungsprojekt zu diesem Thema lanciert. Die Forscher definieren CC wie folgt: “Customer Centricity is concerned with the process of dual value creation, whereas the paradigm lies on creating value for the […]
Customer centricity is usually definied in a limited way with value creation for the customer (CX), not focussing on offerings or simply listening to the customer. So far there is no clear understanding what customer centricity really means. Our definition of customer centricity is composed of two central building blocks: […]
