Handbook on customer centricity strategies for building a customer-centric organization
"Drawing on the expertise of leading marketing scholars, this book provides managers and researchers with insights into the fundamentals of customer centricity and how firms can develop it. Customer centricity is not just about segmentation or short-term marketing tactics. Rather, it represents...
| Other Authors: | , , |
|---|---|
| Format: | eBook |
| Language: | English |
| Published: |
Northampton
Edward Elgar Publishing
2019, 2019
|
| Series: | Research handbooks in business and management
|
| Subjects: | |
| Online Access: | |
| Collection: | Edward Elgar eBooks Collection Business & Economics - Collection details see MPG.ReNa |
Table of Contents:
- 1. Introduction to the Handbook on Customer Centricity
- Robert w. Palmatier, Christine Moorman, and Ju-Yeon Lee
- Part I: Organizational design perspectives on customer centricity
- 2. Customer centricity: A multi-year journey / Ajay K. Kohli, Bernie J. Jaworski, and Nabil Shabshab
- 3. Market-oriented culture and customer feedback processes / Neil A. Morgan, Bruce H. Clark, and Douglas W. Vorhies
- 4. Service innovation from the frontlines in customer-centric organizations / Ozlem Ozkok, Jagdip Singh, Kwanghui Lim and Simon J. Bell
- 5. Designing customer-centric organization structures: Toward the fluid marketing organization / Ju-Yeon Lee and George S. Day
- 6. Customer-centric sales organizations / Park Thaichon and Scott Weaven
- Part II: Relational perspectives on customer centricity
- 7. Customer-centric marketing: What, how, and why do customer habits matter? / Denish Shah and Ayan Ghosh Dastidar
- 8. Designing and effectively managing customer-centric l