Customer Centricity and the Role of Internal Customers

Katharina-Maria Rehfeld (), Livia Freudl () and Elaine Becraft ()
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Katharina-Maria Rehfeld: Fernstudium
Livia Freudl: Siemens Healthineers
Elaine Becraft: Siemens Healthineers

Chapter Kapitel 4 in Customer Centricity, 2024, pp 55-64 from Springer

Abstract: Abstract Customer centricity prioritizes the needs and wants of customers in all aspects of a company’s operations, decisions, and culture. The arguments for it are plentiful and approved: increased customer retention, improved customer satisfaction and loyalty, higher competitiveness in the market, revenue growth, and long-term success among others. To achieve a customer-centric organization however, the focus has to be first and foremost on the employees: taking care of employees and creating a supportive workplace culture is a key component of a customer-centric approach. When employees feel valued and supported, they are more likely to go above and beyond to meet customer needs. This approach is followed by Siemens Healthineers in a strategic way. Regular pulse surveys have become a key element in driving employee engagement. This article discusses their learning along the way as well as critical success factors.

Keywords: Customer Centricity; Employee Satisfaction; Internal Customers; Pulse Surveys (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-658-42173-1_4

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DOI: 10.1007/978-3-658-42173-1_4

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