{"id":991771,"date":"2026-04-22T11:27:20","date_gmt":"2026-04-22T11:27:20","guid":{"rendered":"https:\/\/customersx.ch\/media\/customer-centricity-book\/"},"modified":"2026-06-14T22:56:25","modified_gmt":"2026-06-14T22:56:25","slug":"customer-centricity-book","status":"publish","type":"page","link":"https:\/\/customersx.ch\/en\/media\/customer-centricity-book\/","title":{"rendered":"Customer Centricity Book"},"content":{"rendered":"\t\t
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C<\/span>u<\/span>s<\/span>t<\/span>o<\/span>m<\/span>e<\/span>r<\/span><\/span> C<\/span>e<\/span>n<\/span>t<\/span>r<\/span>i<\/span>c<\/span>i<\/span>t<\/span>y<\/span><\/span> B<\/span>o<\/span>o<\/span>k<\/span><\/span> <\/h2><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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The foundation for everyone who takes customer centricity seriously.<\/p><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Customer centricity is a popular but also elusive term with 1,000 different definitions. In practice, this term now often causes confusion. That's why we have summarised our experience and the existing models and approaches. The Customer Centricity book presents a well-founded definition and a management framework. It also sets out a process for improving customer centricity.<\/p><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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The book is aimed at managers, but also at students. It should be seen as a complement to the standard works in the respective fields. You'll love this book if you're convinced of the positive influence of customer centricity on a company's success; if you already have basic experience with current models in strategy, organisational development, customer-data and customer-relationship management; if you've already seen one or two projects fail because the organisation was not customer-centric; if you don't want to lose any more time and want to build valuable customer relationships; if you understand customer centricity as a craft and not as a fad.<\/p><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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In <\/span><\/span> summary: <\/span><\/span> <\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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If growth and profit are an important motivation for your daily work.\nThis book helps you to \u2026<\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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1<\/span><\/div>
to understand the fundamentals of customer centricity<\/h6>
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2<\/span><\/div>
to connect current models with practice<\/h6>
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3<\/span><\/div>
to practise improving customer centricity using cases<\/h6>
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V<\/span>o<\/span>i<\/span>c<\/span>e<\/span>s<\/span><\/span> o<\/span>n<\/span><\/span> t<\/span>h<\/span>e<\/span><\/span> C<\/span>u<\/span>s<\/span>t<\/span>o<\/span>m<\/span>e<\/span>r<\/span><\/span> C<\/span>e<\/span>n<\/span>t<\/span>r<\/span>i<\/span>c<\/span>i<\/span>t<\/span>y<\/span><\/span> B<\/span>o<\/span>o<\/span>k<\/span><\/span> <\/h2><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\"Benoit<\/div>
Benoit Rengade<\/h6>
Customer Experience Director @Michelin<\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\u201c<\/span>I<\/span>n<\/span><\/span> t<\/span>h<\/span>e<\/span><\/span> e<\/span>x<\/span>p<\/span>e<\/span>r<\/span>i<\/span>e<\/span>n<\/span>c<\/span>e<\/span><\/span> e<\/span>c<\/span>o<\/span>n<\/span>o<\/span>m<\/span>y<\/span>,<\/span><\/span> c<\/span>u<\/span>s<\/span>t<\/span>o<\/span>m<\/span>e<\/span>r<\/span><\/span> c<\/span>e<\/span>n<\/span>t<\/span>r<\/span>i<\/span>c<\/span>i<\/span>t<\/span>y<\/span><\/span> m<\/span>u<\/span>s<\/span>t<\/span><\/span> (<\/span>r<\/span>e<\/span>a<\/span>l<\/span>l<\/span>y<\/span>!<\/span>)<\/span><\/span> b<\/span>e<\/span><\/span> t<\/span>h<\/span>e<\/span><\/span> c<\/span>o<\/span>r<\/span>e<\/span><\/span> o<\/span>f<\/span><\/span> y<\/span>o<\/span>u<\/span>r<\/span><\/span> s<\/span>t<\/span>r<\/span>a<\/span>t<\/span>e<\/span>g<\/span>y<\/span>.<\/span>\u201d<\/span><\/span> <\/h4><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Believe me, it's much harder than it looks and, excuse my saying so, you're not as good as you think. This book helps you to improve customer centricity systematically.<\/p><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\"Daniel<\/div>
Daniel Friedmann<\/h6>
Expertise Owner UX & Agile @Bosch Power Tools<\/div><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\u201c<\/span>T<\/span>h<\/span>i<\/span>s<\/span><\/span> b<\/span>o<\/span>o<\/span>k<\/span><\/span> g<\/span>i<\/span>v<\/span>e<\/span>s<\/span><\/span> a<\/span><\/span> u<\/span>n<\/span>i<\/span>q<\/span>u<\/span>e<\/span><\/span> i<\/span>n<\/span>s<\/span>i<\/span>g<\/span>h<\/span>t<\/span><\/span> i<\/span>n<\/span>t<\/span>o<\/span><\/span> t<\/span>h<\/span>e<\/span><\/span> m<\/span>u<\/span>l<\/span>t<\/span>i<\/span>f<\/span>a<\/span>c<\/span>e<\/span>t<\/span>e<\/span>d<\/span><\/span> c<\/span>h<\/span>a<\/span>l<\/span>l<\/span>e<\/span>n<\/span>g<\/span>e<\/span>s<\/span><\/span> a<\/span>n<\/span>d<\/span><\/span> s<\/span>o<\/span>l<\/span>u<\/span>t<\/span>i<\/span>o<\/span>n<\/span><\/span> a<\/span>p<\/span>p<\/span>r<\/span>o<\/span>a<\/span>c<\/span>h<\/span>e<\/span>s<\/span><\/span> f<\/span>o<\/span>r<\/span><\/span> s<\/span>u<\/span>c<\/span>c<\/span>e<\/span>s<\/span>s<\/span>f<\/span>u<\/span>l<\/span>l<\/span>y<\/span><\/span> t<\/span>r<\/span>a<\/span>n<\/span>s<\/span>f<\/span>o<\/span>r<\/span>m<\/span>i<\/span>n<\/span>g<\/span><\/span> a<\/span><\/span> c<\/span>o<\/span>m<\/span>p<\/span>a<\/span>n<\/span>y<\/span><\/span> t<\/span>o<\/span><\/span> i<\/span>n<\/span>c<\/span>r<\/span>e<\/span>a<\/span>s<\/span>e<\/span><\/span> c<\/span>u<\/span>s<\/span>t<\/span>o<\/span>m<\/span>e<\/span>r<\/span><\/span> c<\/span>e<\/span>n<\/span>t<\/span>r<\/span>i<\/span>c<\/span>i<\/span>t<\/span>y<\/span>.<\/span>\u201d<\/span><\/span> <\/h4><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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S<\/span>a<\/span>l<\/span>e<\/span>s<\/span>X<\/span><\/span> E<\/span>x<\/span>c<\/span>e<\/span>l<\/span>l<\/span>e<\/span>n<\/span>c<\/span>e<\/span><\/span> u<\/span>n<\/span>d<\/span><\/span> I<\/span>n<\/span>n<\/span>o<\/span>v<\/span>a<\/span>t<\/span>i<\/span>o<\/span>n<\/span><\/span> <\/h2><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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SalesX und Innovation is the podcast on the latest developments in sales and innovation management. J\u00f6rg and Patrick present models, approaches and hands-on experience, and explore current questions from a sales and innovation perspective. SalesX und Innovation is the weekly exchange of ideas between two people who are personally fond of each other but don't always agree. Every Friday, wherever you get your podcasts.<\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Honest<\/h6>
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Critical<\/h6>
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Inspiring<\/h6>
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Our articles<\/h4>
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Current topics, relevant to your practice!<\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Our videos<\/h4>
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Our topics presented briefly and to the point.<\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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D<\/span>e<\/span>n<\/span>k<\/span>w<\/span>e<\/span>r<\/span>k<\/span>s<\/span>t<\/span>a<\/span>t<\/span>t<\/span><\/span> S<\/span>a<\/span>l<\/span>e<\/span>s<\/span><\/span> E<\/span>x<\/span>c<\/span>e<\/span>l<\/span>l<\/span>e<\/span>n<\/span>c<\/span>e<\/span><\/span> 2<\/span>0<\/span>2<\/span>6<\/span><\/span> <\/h2><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Zurich, 7 May 2026 \u2013 14:00<\/h4>
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Online or on site<\/p><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Customer Centricity Book The foundation for everyone who takes customer centricity seriously. Customer centricity is a popular but also elusive term with 1,000 different definitions. In practice, this term now often causes confusion. That’s why we have summarised our experience…<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":991050,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-991771","page","type-page","status-publish","hentry"],"yoast_head":"\nCustomer Centricity Book - CustomersX<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/customersx.ch\/en\/media\/customer-centricity-book\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Centricity Book\" \/>\n<meta property=\"og:description\" content=\"Customer Centricity Book The foundation for everyone who takes customer centricity seriously. Customer centricity is a popular but also elusive term with 1,000 different definitions. In practice, this term now often causes confusion. 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