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Customer Centricity and the Role of Internal Customers

In: Customer Centricity

Author

Listed:
  • Katharina-Maria Rehfeld

    (Fernstudium)

  • Livia Freudl

    (Siemens Healthineers)

  • Elaine Becraft

    (Siemens Healthineers)

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.

Suggested Citation

  • Katharina-Maria Rehfeld & Livia Freudl & Elaine Becraft, 2024. "Customer Centricity and the Role of Internal Customers," Springer Books, in: Susanne O'Gorman & Gabriele Schuster (ed.), Customer Centricity, chapter 0, pages 55-64, Springer.
    • Handle: RePEc:spr:sprchp:978-3-658-42173-1_4
    DOI: 10.1007/978-3-658-42173-1_4
    as

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