Customers are paying more and more attention to price as a decision-making tool. You would think that price management would be a high priority for companies. Unfortunately, this is not the case. While functions such…

The development of a strategy is characterized by a high degree of complexity. This results from the need for an integrated approach, as decisions do not only affect one part, but always the entire organization.…

Service-Dominant Logic has introduced the concept of co-creation or customer engagement. Service-Dominant Logic assumes that the customer is always a component of an organization's value creation. In recent years, the possibilities for controlling and integrating…

The Customer Centricity Think Tank 2021 was conducted in collaboration with the Center for Sales & Retail at the HWZ. The name think tank is the program. After a brief introduction to our approach to…

More than half of all German companies still evaluate customer feedback manually. Measuring customer satisfaction therefore still has enormous potential for digitization. The majority of German companies (75%) systematically collect data on customer satisfaction; however,…