Browse by Subject Area

Our shared collection with BCcampus breaks down resources by subject area. You can also filter by ancillaries, accessibility criteria, review or adoption status, as you search for the best fit in your courses. We’re always here to help if you’re not sure where to start.

You can also browse a growing collection of Made-in-Manitoba resources by visiting our PressbooksEDU catalogue.

Browse by Subject Area

Our shared collection with BCcampus breaks down resources by subject area. You can also filter by ancillaries, accessibility criteria, review or adoption status, as you search for the best fit in your courses. We’re always here to help if you’re not sure where to start.

You can also browse a growing collection of Made-in-Manitoba resources by visiting our PressbooksEDU catalogue.

textbook cover image

Creative Commons License
Customer Centric Strategy by Kerri Shields, Centennial College is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License, except where otherwise noted.

Customer Centric Strategy

Description: Customer centricity is about organizational transformation making the customer the focus for business decisions, processes, product development, services, and procedures. Some companies purport to be customer centric but they fall short in connecting this concept throughout all functional areas of the business. While it is important to offer superb customer service, being customer centric is far more than that. It's about mapping the customer journey to discover customer needs and wants, what's working and what is not, then taking action to improve the customer experience. Customer loyalty is built through providing exceptional customer experiences. This in turn increases revenues through positive company image, referrals, and increased customer lifetime value. Most organizations today realize that they must focus on the customer to remain competitive.

September 3, 2021 | Updated: October 21, 2021
Author: Kerri Shields, Centennial College

Subject Areas
Business, Business - General

Original source
ecampusontario.pressbooks.pub

Notifications
Stay informed about updates to this textbook

Adoptions (faculty):
Contact us if you are using this textbook in your course

Further Adaptations:
Contact us if you are adapting this book

  • WEBSITE External website. This icon is licensed under a Creative Commons
		Attribution 3.0 License. Copyright Yusuke Kamiyamane. Ancillary resource: PowerPoint slides

There are currently no reviews for this book.

Be the first to request to review this textbook