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Customer Centricity Innovative Unternehmenspraxis: Insights, Strategien und Impulse
Dieses Buch schlägt eine Brücke zwischen wissenschaftlicher Forschung zu Customer Centricity und ihrer praxisorientierten Anwendung. Das Interesse...
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Customer Centricity als Erfolgsfaktor
Customer Centricity wird in Zukunft eine noch wichtigere Rolle in der Geschäftsstrategie von Unternehmen spielen, da sie dazu beitragen wird,...
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Customer Centricity: Entstehungsgeschichte, Definition und Begriffsabgrenzung sowie Anwendungsfelder in der Praxis
Immer mehr Unternehmen stellen fest, dass sie ihre Organisation kundenzentriert ausrichten müssen, um Wettbewerbsvorteile am Markt zu realisieren....
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Customer Centricity as a Management Guideline
According to a study by Capgemini, 75% of companies claim to be customer-centric. But how many companies really are? Not even a handful (Taylor et...
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Beyond the snafu: Research directions in customer experience-led business transformation
Understanding and managing the customer experience (CX) is paramount for organizations aiming to enhance their business performance. However, despite...
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Concept, Relevance, and Management of CX
The term “customer experience management” leads to many millions of hits in the google search engine. It is linked to blog articles, job ads,...
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Marketing Automation and Customer Loyalty
Marketing automation is a promising solution for personalized customer approaches, and the basic principles, applications, and optimizations have...
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Customer-Centric Support Services in the Digital Era
The chapter presents key discussions about customer-centric services – a key focus area for most organisations intending to acquire a competitive...
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Agile Customer Co-creation: The Customer as an Innovator
In today’s fast-paced business environment with ever-shorter innovation cycles, it is more challenging than ever to stand out from the competition. A...
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Co-creating Aftermarket Value in the Digital Era: Managing Transformative Customer Relationships through Stakeholder Engagement
Most companies do not realize the aftermarket opportunity for enhancing customer relationships and increasing profitability due to the lack of a...
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Navigating Through the Digital Gates: Customer-Centric Services and Well-Being
Globally, the free trade flow, technological innovations, and unpredictable healthcare crises have changed the world order. However, business...
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Customer-Centric Support Services: An Introduction to the Next Frontier for Competitive Advantage in the Digital Era
This chapter offers an editorial insight into the edited book on Customer-Centric Support Services: The Next Frontier for Competitive Advantage in...
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Customer Service Opportunities and Challenges in a Post-Pandemic World
Pandemics such as Covid-19 substantially impact various aspects of individuals' lives, spanning economics, health, well-beings and their...
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Rethinking Operative Marketing: The H2H Process
The H2H process is a customer-centric marketing strategy with a five-step model, emphasizing customer connections, continuous refinement, and...
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Customer Experience für Strategieentwicklung und Lean Transformation – Die Lösungsbereiche einer erfolgreichen Customer-Experience-Strategie
Die Industriegrenzen verschieben sich und die Wettbewerbsintensität steigt. Viele Kunden stellen bereits nach einer einzigen negativen...
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CS Business and Operational Models
In this chapter we will review some common and upcoming business and operational models and explore how Customer Success(CS) methodologies can be...
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Warum JETZT? Der Kunde stand doch schon immer im Mittelpunkt
Warum ist eine echte und datengetriebene Customer Centricity unabdingbar? Und warum gerade jetzt? Zwei grundlegende Entwicklungen, die die Strategie...
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The Changing Role of Frontline Employees in a Human-Robotic Workforce
Frontline service employees play a crucial role in a firm’s performance. Over the last decades, service research has widely investigated the...
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Mit Servitization zu Customer Success – Business Transformation für Kundenbegeisterung und Wachstum
Servitization – der Begriff kennzeichnet wie kein anderer die aktuellen Veränderungen. Seit Jahren wächst der Dienstleistungsanteil am BSP, wandeln...
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MetaSales: From Virtual Reality to Business Reality
In an increasingly digital world, the digital customer experience is becoming ever more important. Rapid technological progress is opening up a...