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The pulse of customer centricity in leading European companies 2021

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dc.contributor.authorKeller, Tecla
dc.contributor.authorKreth, Reinhard
dc.contributor.authorAlvarado, María
dc.contributor.authorEizaguirre, María
dc.contributor.rorhttps://ror.org/02jjdwm75
dc.date.accessioned2024-07-02T16:11:43Z
dc.date.available2024-07-02T16:11:43Z
dc.date.issued2022-04-14
dc.description.abstractIt is a great pleasure sharing with all the C-Centricity community (academia, corporate managers, consultancy firms…) this Monitor, a paramount study that shades a very necessary light on the state of the art of such a vibrant, hot topic as C-Centricity. C-Centricity is as new as classic, because placing customers at the very center of our organization’s strategies is a principle that has been considered pivotal for success for decades. However, digitalization has turned this guiding idea into a leading priority for many (practically all) organizations. C-Centricity is hype: The best proof is that NPS has become the most relevant KPI, not only in terms of customer satisfaction but, and even more relevant, as the key to profitability as well. This revolution is influencing organizations in multiple ways. A new customer understanding, deeper than that from traditional market research techniques, has emerged. Organigrams are changing, including new positions and new cross-disciplinary teams. Customer (and employee) voices have become the compass to innovation and optimal customer experience. Moreover, and this is probably the big novelty, all this can be parametrized and measured with new metrics that can encapsulate customer experience, which assess the impact on profitability and market share.
dc.description.keywordC-centricity
dc.description.keywordCustomer
dc.description.keywordMonitor
dc.formatapplication/pdf
dc.identifier.citationKeller, T., Kreth, R., Alvarado, M., & Eizaguirre, M. (2022). The pulse of customer centricity in leading European companies 2021. IE University. https://doi.org/10.5281/zenodo.7829001
dc.identifier.doihttps://doi.org/10.5281/zenodo.7829001
dc.identifier.urihttps://hdl.handle.net/20.500.14417/2955
dc.language.isoeng
dc.licensehttps://creativecommons.org/licenses/by/4.0/legalcode
dc.publisherIE University
dc.relation.centerIE Center for C-Centricity
dc.relation.entityIE University
dc.rightsAttribution 4.0 International
dc.rights.accessRightsinfo:eu-repo/semantics/openAccess
dc.rights.urihttps://creativecommons.org/licenses/by/4.0/legalcode
dc.subject.keywordC-centricity
dc.subject.keywordCustomer
dc.subject.keywordMonitor
dc.titleThe pulse of customer centricity in leading European companies 2021
dc.typeinfo:eu-repo/semantics/report
dspace.entity.typePublication
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