Customers

Hermann Simon
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Hermann Simon: Simon-Kucher and Partners

Chapter 23 in Hidden Champions in the Chinese Century, 2022, pp 185-194 from Springer

Abstract: Abstract Closeness-to-customer is the Hidden Champions’ great strength. Despite their growth and increasing size Hidden Champions should make sure that their closeness-to-customer does not get lost. Due to systems integration the customer relationship is becoming more complex and places higher demands on employees with customer contact. The greatest transformation in customer relationships is caused by digitalization. Numerous customer-related activities can be digitalized. The challenge is to find the optimal combination of digital and personal interaction.

Date: 2022
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DOI: 10.1007/978-3-030-92597-0_23

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