This book presents strategies that put the customer at the center of an enterprise. It elaborates on the reasons for viewing customers as assets that a firm nee

Customers are crucial to any business, as without customers, there will be no sales; and without sales, there will be no revenue and profits. Hence, there is a

The empowered customer is here to stay. With a low tolerance for subpar experiences, they have no qualms in switching brands if disappointed, and expect compani

Designing the Customer-Centric Organization offers todayâ??s business leaders a comprehensive customer-centric organizational model that clearly shows how to p

A powerful call to action, Customer Centricity upends some of our most fundamental beliefs about customer service, customer relationship management, and custome

Drawing on the expertise of leading marketing scholars, this book provides managers and researchers with insights into the fundamentals of customer centricity a

As customer orientation continues to gain importance in the marketing field, there has been a growing concern for organizations to implement effective customer

The internet has changed the way consumers interact with companies. Businesses must maintain good levels of customer service in a digital world where old strate

Customer-centric organizations are concerned about shrinking volumes of business, stiffer competition and ever-more demanding consumer expectations which have i