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Customers

In: Hidden Champions in the Chinese Century

Author

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  • Hermann Simon

    (Simon-Kucher and Partners)

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.

Suggested Citation

  • Hermann Simon, 2022. "Customers," Springer Books, in: Hidden Champions in the Chinese Century, chapter 23, pages 185-194, Springer.
    • Handle: RePEc:spr:sprchp:978-3-030-92597-0_23
    DOI: 10.1007/978-3-030-92597-0_23
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