Book customer centricity
The
Basis for all,
take customer orientation seriously.
Customer orientation is a popular but also volatile term with 1,000 different definitions. In practice, this term often causes confusion. We have therefore summarized our experience and the existing models and approaches. The book Customer Orientation presents a supported definition and a management framework. It also outlines a process for improving customer orientation.
The book is aimed at managers as well as students. It should be seen as a supplement to the standard works in the respective subject areas. You will love this book if you are convinced of the positive influence of customer orientation on the success of a company; if you already have basic experience with the current models in strategy, organizational development, customer data and customer relationship management; if you have already seen one or two projects fail because the organization was not customer-oriented; if you don’t want to waste any more time and if you want to build valuable relationships with customers; if you understand customer orientation as a craft and not as a fashionable topic.
In summary: If growth and profit are an important motivation for your daily work.
This book helps you to …
1. understand the basics of customer orientation,
2. connect current models with practice and
3. practice improving customer orientation using cases.
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Comments on the book Customer orientation
In the experience economy, customer centricity (really!) has to be at the core of your strategy. Believe me, it’s a lot harder than it looks and excuse me for saying you’re not as good as you think. This book will help you to systematically improve your customer focus.
This book provides a unique insight into the multifaceted challenges and solutions for the successful transformation of a company to increase customer orientation.
