The Customer Centricity Think Tank 2022 was conducted in collaboration with the Center for Sales & Retail at the HWZ. The name Denkwerkstatt is the program. After a brief introduction to our approach to customer…
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 heterogeneous understanding of the terms customer value and customer value…
Best CRM System We are always asked, what is the best CRM system? There are now over 400 CRM systems on the market. Which does not simplify a selection. We spent over 40 hours and…
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 online directly after the purchase. Although numerous studies prove the…
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 to measure the perception of customer centricity from the customer's…