Customer-Centricity: The Quest for Customer Focus

Manoj Kumar Dash, Manash Kumar Sahu (manash.sahu@asbm.ac.in), Jishnu Bhattacharyya and Shivam Sakshi
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Manoj Kumar Dash: ABV-Indian Institute of Information Technology and Management
Manash Kumar Sahu: ASBM University
Jishnu Bhattacharyya: University of Nottingham Ningbo China
Shivam Sakshi: VIT Business School, Vellore Institute of Technology

Chapter Chapter 2 in Customer-Centricity in Organized Retailing, 2023, pp 9-23 from Springer

Abstract: Abstract The concept of customer-centricity is introduced in this chapter. The chapter provides a brief history of customer-centricity, its importance, and how to develop it in business. Customer-centricity is defined explicitly as a strategy for fundamentally aligning a firm’s products and services with the desires and needs of its most valuable customers. Retailers must be agile and forward-thinking in adopting the appropriate tools and techniques to bring a customer-centric approach across the retail value chain’s upstream and downstream activities. On the other hand, retailers require clarity on the specific tools and techniques in the value chain that will allow them to transition from their current product-centric state to the desired customer-centric state. This chapter will help readers understand the importance of customer-centricity in retailing, which will aid in the development of strategies that will improve business performance.

Keywords: Customer-centric; Retailing; Organized and unorganized retailers (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-981-19-3593-0_2

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DOI: 10.1007/978-981-19-3593-0_2

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