The Customer Centricity Think Tank 2022 was conducted in collaboration with the Center for Sales & Retail at the HWZ. The name Denkwerkstatt is the…

The Customer Value-based Decision Making dimension refers to decision making that systematically increases value for customers, but also for the organization. In the literature, a…

A new study shows that even the "new" online retailers are neglecting the post-purchase experience and losing millions in the process. Customer orientation also ends…

Customer centricity is gaining popularity as the dominant logic of a company. In this context, it is surprising that only very few measurement models exist…

Customer centricity is not to be understood as a state, but as a continuous improvement process. Improving customer orientation sounds good, but it is challenging…

Price increase Price increases are currently being considered or implemented in many industries. This usually happens due to rising commodity prices and/or losses during the…

In order to better understand the process for improving customer centricity, the first step is to take a closer look at possible deficits in optimizing…

Customer segmentation is one of the most discussed concepts in customer relationship management. There have always been customers with different needs and attitudes. Segmentation is…

There are numerous publications on the subject of the business model. At this point, we would like to take a closer look at the core…