O'Reilly logo

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

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Chapter 3

Who Is a Customer?

“Who is a Customer?” explores the challenges in providing a single definition of the term “customer” and then treats the challenge as a Gordian Knot by slicing through the need for agreeing to a single definition. Instead, the chapter explores how to evaluate all corporate engagements with external (and sometimes even internal) parties as “customer engagements” and suggests that all of these interactions be imbued with a customer-centric philosophy.

Keywords

Customer; touch points; roles; facets

Who Is a Customer?

The common use of the term “customer” hides a somewhat complex ambiguity. It is one of those words whose presumed meaning is so well-understood that it is infrequent that any organization actually has documented ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required