Search Results - subject:"Customer Centricity"

From business process management to customer process management

Trkman, Peter; Mertens, Willem; Viaene, Stijn; Gemmel, Paul - In: Business Process Management Journal 21 (2015) 2, pp. 250-266

Purpose – The purpose of this paper is to argue that in order to achieve customer centricity through business process …

Persistent link: https://www.econbiz.de/10014688184

Fit for global customers: how ALTANA mastered the journey to a customer-centric organization

Lindner, Detlev; Senn, Christoph - In: Journal of Business Strategy 36 (2015) 4, pp. 3-10

Purpose – The purpose of this paper is to describe the implementation journey of global account management (GAM) programs. ALTANA’s case offers a good example of the challenges a supplier faces when attempting to ascend into the highest supplier league – as well as lessons on how they can...

Persistent link: https://www.econbiz.de/10014847212

The service revolution and its marketing implications : service logic vs service dominant logic

Grönroos, Christian; Gummerus, Johanna - In: Managing service quality : MSQ ; an international journal 24 (2014) 3, pp. 206-229

Persistent link: https://www.econbiz.de/10010359568

Customer-centricity evolution as a foundation of bank's competitive strategy

Klimontowicz, Monika - In: Journal of economics & management 16 (2014), pp. 45-59

Persistent link: https://www.econbiz.de/10010423418

Customer centricity : the construct and the operational antecedents

Lamberti, Lucio - In: Journal of strategic marketing 21 (2013) 7, pp. 588-612

Persistent link: https://www.econbiz.de/10010233691

Network configuration, customer centricity, and performance of open business models : a solution provider perspective

Frankenberger, Karolin; Weiblen, Tobias; Gassmann, Oliver - In: Industrial marketing management : the international … 42 (2013) 5, pp. 671-682

Persistent link: https://www.econbiz.de/10010211447

The Customers Have Spoken - Are The Insurance Companies Listening

Clark, Paul; Delany, Christine; Burns, Shona - In: Journal of Financial Perspectives 1 (2013) 1, pp. 141-158

The challenge of responding effectively to rapidly changing consumer needs and behaviors is recognized as one of the top strategic agenda items. We set out to obtain hard evidence of customer attitudes and behaviors. We undertook a worldwide insurance customer survey — unprecedented in both...

Persistent link: https://www.econbiz.de/10010991080

Customer Centricity: What It Is, What It Isn't, and Why It Matters

Harris, James E. - In: Journal of Consumer Marketing 29 (2012) 5, pp. 392-393

Persistent link: https://www.econbiz.de/10014848981

Competitive advantage through service differentiation by manufacturing companies

Gebauer, Heiko; Gustafsson, Anders; Witell, Lars - In: Journal of Business Research 64 (2011) 12, pp. 1270-1280

This paper examines the relationship among the complexity of customer needs, customer centricity, innovativeness … for customer centricity being less sensitive to increasingly complex customer needs, which can increase a firm's payoff … for customer centricity. In contrast, the payoff from innovativeness appears to be higher if the firm focuses its …

Persistent link: https://www.econbiz.de/10010573724

How to design customer-centric business processes in the banking industry

Heckl, Diana; Moormann, Jürgen - In: Journal of Financial Transformation 21 (2007), pp. 67-76

Banks and other financial services providers continuously claim to offer customer-oriented services, yet they still focus on delivering products instead of providing solutions to their customers’ needs. For instance, banks offer business customers only products and services that solve isolated...

Persistent link: https://www.econbiz.de/10004984426