External
Customer Centric Strategy
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.
- Author
- Kerri Shields
- Publisher
- Centennial College
- Source
- LibreTexts
- License
- CC BY-NC-SA
- Language
- EN
- Category
- Business Administration
Contents· 8 sections
- 01: Defining Customer Centricity
- 02: Being a Customer Service Representative (CSR)
- 03: Managing a Customer Service Team
- 04: Using Contact Center Technology to improve CX
- 05: Working in a Customer Contact Center
- 06: Managing a Customer Contact Center
- 07: Designing Products Services and Processes with Customers in Mind
- 08: Leading a Customer Centric Strategy