WATC’s publications provide deep insights into the mechanisms of customer centricity. They offer a combination of practical real-life cases and latest theoretical knowledge. Find more publications in German publications page.
Measuring NPS in B2B: Workshop Results on Measuring Customer Feedback in B2B
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Touchpoint Management: Measure, Design, Invest to Build Valuable Relations
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The impact of customer centricity on profitability
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How car dealers disregard the needs of their customers
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Do quantitative customer satisfaction studies really pay off?
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Calculating the value of a customer
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Understanding Marketing Performance Management
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Crisis as an opportunity
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