The pulse of customer centricity in leading European companies 2021

It is a great pleasure sharing with all the C-Centricity community (academia, corporate managers, consultancy firms…) this Monitor, a paramount study that shades a very necessary light on the state of the art of such a vibrant, hot topic as C-Centricity. C-Centricity is as new as classic, because pl...

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Detalles Bibliográficos
Autores: Keller, Tecla, Kreth, Reinhard, Alvarado, María, Eizaguirre, María
Tipo de recurso: informe técnico
Fecha de publicación:2022
País:España
Institución:IE
Repositorio:Repositorio IE
OAI Identifier:oai:repositorio.ie.edu:20.500.14417/2955
Acceso en línea:https://doi.org/10.5281/zenodo.7829001
https://hdl.handle.net/20.500.14417/2955
Access Level:acceso abierto
Palabra clave:C-centricity
Customer
Monitor
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spelling The pulse of customer centricity in leading European companies 2021Keller, TeclaKreth, ReinhardAlvarado, MaríaEizaguirre, MaríaC-centricityCustomerMonitorIt is a great pleasure sharing with all the C-Centricity community (academia, corporate managers, consultancy firms…) this Monitor, a paramount study that shades a very necessary light on the state of the art of such a vibrant, hot topic as C-Centricity. C-Centricity is as new as classic, because placing customers at the very center of our organization’s strategies is a principle that has been considered pivotal for success for decades. However, digitalization has turned this guiding idea into a leading priority for many (practically all) organizations. C-Centricity is hype: The best proof is that NPS has become the most relevant KPI, not only in terms of customer satisfaction but, and even more relevant, as the key to profitability as well. This revolution is influencing organizations in multiple ways. A new customer understanding, deeper than that from traditional market research techniques, has emerged. Organigrams are changing, including new positions and new cross-disciplinary teams. Customer (and employee) voices have become the compass to innovation and optimal customer experience. Moreover, and this is probably the big novelty, all this can be parametrized and measured with new metrics that can encapsulate customer experience, which assess the impact on profitability and market share.C-centricityCustomerMonitorIE Universityhttps://ror.org/02jjdwm75202420242022info:eu-repo/semantics/reportapplication/pdfapplication/pdfhttps://doi.org/10.5281/zenodo.7829001https://hdl.handle.net/20.500.14417/2955reponame:Repositorio IEinstname:IEInglésIE Center for C-CentricityIE UniversityAttribution 4.0 Internationalhttps://creativecommons.org/licenses/by/4.0/legalcodeinfo:eu-repo/semantics/openAccessoai:repositorio.ie.edu:20.500.14417/29552026-06-15T12:40:57Z
dc.title.none.fl_str_mv The pulse of customer centricity in leading European companies 2021
title The pulse of customer centricity in leading European companies 2021
spellingShingle The pulse of customer centricity in leading European companies 2021
Keller, Tecla
C-centricity
Customer
Monitor
title_short The pulse of customer centricity in leading European companies 2021
title_full The pulse of customer centricity in leading European companies 2021
title_fullStr The pulse of customer centricity in leading European companies 2021
title_full_unstemmed The pulse of customer centricity in leading European companies 2021
title_sort The pulse of customer centricity in leading European companies 2021
dc.creator.none.fl_str_mv Keller, Tecla
Kreth, Reinhard
Alvarado, María
Eizaguirre, María
author Keller, Tecla
author_facet Keller, Tecla
Kreth, Reinhard
Alvarado, María
Eizaguirre, María
author_role author
author2 Kreth, Reinhard
Alvarado, María
Eizaguirre, María
author2_role author
author
author
dc.contributor.none.fl_str_mv https://ror.org/02jjdwm75
dc.subject.none.fl_str_mv C-centricity
Customer
Monitor
topic C-centricity
Customer
Monitor
description It is a great pleasure sharing with all the C-Centricity community (academia, corporate managers, consultancy firms…) this Monitor, a paramount study that shades a very necessary light on the state of the art of such a vibrant, hot topic as C-Centricity. C-Centricity is as new as classic, because placing customers at the very center of our organization’s strategies is a principle that has been considered pivotal for success for decades. However, digitalization has turned this guiding idea into a leading priority for many (practically all) organizations. C-Centricity is hype: The best proof is that NPS has become the most relevant KPI, not only in terms of customer satisfaction but, and even more relevant, as the key to profitability as well. This revolution is influencing organizations in multiple ways. A new customer understanding, deeper than that from traditional market research techniques, has emerged. Organigrams are changing, including new positions and new cross-disciplinary teams. Customer (and employee) voices have become the compass to innovation and optimal customer experience. Moreover, and this is probably the big novelty, all this can be parametrized and measured with new metrics that can encapsulate customer experience, which assess the impact on profitability and market share.
publishDate 2022
dc.date.none.fl_str_mv 2022
2024
2024
dc.type.none.fl_str_mv info:eu-repo/semantics/report
format report
dc.identifier.none.fl_str_mv https://doi.org/10.5281/zenodo.7829001
https://hdl.handle.net/20.500.14417/2955
url https://doi.org/10.5281/zenodo.7829001
https://hdl.handle.net/20.500.14417/2955
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.relation.none.fl_str_mv IE Center for C-Centricity
IE University
dc.rights.none.fl_str_mv Attribution 4.0 International
https://creativecommons.org/licenses/by/4.0/legalcode
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Attribution 4.0 International
https://creativecommons.org/licenses/by/4.0/legalcode
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
dc.publisher.none.fl_str_mv IE University
publisher.none.fl_str_mv IE University
dc.source.none.fl_str_mv reponame:Repositorio IE
instname:IE
instname_str IE
reponame_str Repositorio IE
collection Repositorio IE
repository.name.fl_str_mv
repository.mail.fl_str_mv
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