Handbook on Customer Centricity: Strategies for Building a Customer-Centric Organization
Publication
, Book
Palmatier, RW; Moorman, C; Lee, JY
January 1, 2019
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 an organization-wide philosophy that focuses on the systematic and continuous alignment of the firm’s internal architecture, strategy, capabilities, and offerings with external customers.
Duke Scholars
Citation
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Chicago
ICMJE
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Palmatier, R. W., Moorman, C., & Lee, J. Y. (2019). Handbook on Customer Centricity: Strategies for Building a Customer-Centric Organization (pp. 1–350). https://doi.org/10.4337/9781788113601
Palmatier, R. W., C. Moorman, and J. Y. Lee. Handbook on Customer Centricity: Strategies for Building a Customer-Centric Organization, 2019. https://doi.org/10.4337/9781788113601.
Palmatier RW, Moorman C, Lee JY. Handbook on Customer Centricity: Strategies for Building a Customer-Centric Organization. 2019.
Palmatier, R. W., et al. Handbook on Customer Centricity: Strategies for Building a Customer-Centric Organization. 2019, pp. 1–350. Scopus, doi:10.4337/9781788113601.
Palmatier RW, Moorman C, Lee JY. Handbook on Customer Centricity: Strategies for Building a Customer-Centric Organization. 2019. p. 1–350.