Category: Customer Centricity

Customer centricity is to be understood not as a state, but as a continuous improvement process. Improving customer centricity sounds good, but is challenging for many companies. It turns out that the term is frequently not understood correctly. What customer...

As a company’s dominant logic, customer centricity is gaining ever more popularity. It is surprising, then, that only very few measurement models exist for measuring the perception of customer centricity from the customers’ perspective. For analysing customer centricity, however, constant...

One of the most fundamental tips for salespeople is: know the customer needs. Results of a scientific study show how sales managers optimally prepare their field sales for this task — and how not. For this, the sales researchers Jan...

New-customer acquisition should be based more strongly on predictive analytics and social selling. Studies show that most salespeople have a great need to catch up in the area of social selling. 90% have not yet received any training in this...

A new study shows that even the ‘new’ online retailers neglect the post-purchase experience and thereby lose millions. Customer centricity ends, online too, directly after the purchase. Although numerous studies prove the high importance of a positive post-purchase experience, practice...