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Customer-Centricity: The Quest for Customer Focus

In: Customer-Centricity in Organized Retailing

Author

Listed:
  • 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)

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.

Suggested Citation

  • Manoj Kumar Dash & Manash Kumar Sahu & Jishnu Bhattacharyya & Shivam Sakshi, 2023. "Customer-Centricity: The Quest for Customer Focus," Springer Books, in: Customer-Centricity in Organized Retailing, chapter 0, pages 9-23, Springer.
    • Handle: RePEc:spr:sprchp:978-981-19-3593-0_2
    DOI: 10.1007/978-981-19-3593-0_2
    as

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