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Using Information to Develop a Culture of Customer Centricity by Abie Reifer, David Loshin

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Chapter 2

The Value of Customer Centricity

“The Value of Customer Centricity” provides a model for considering measures of value, including revenue generation, cost management, managing corporate risk, increasing productivity, and enhancing the customer experience. The chapter delves into each of these value categories and then examines how becoming customer-centric will positively impact the creation or increase of corporate value.

Keywords

Customer centricity values; revenue; costs; risk; productivity; customer experience

Customer Centricity and the Concept of Value

Before launching into greater detail on the methods and mechanics of managing customer centricity, it might be wise to ask a straightforward question: What is the value of a customer-centric ...

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