Chapter 6. Realizing Customer-Centricity
Product-Centric vs. Customer-Centric Relationships
Transaction-Value vs. Relationship-Value Actions
Customer-Facing vs. Customer-Oriented Actions
Single vs. Multi vs. Omni-Channel Customer Interactions
Instead of viewing customers solely as a source of revenue and as a necessity to operating a business, digital transformation advocates a mindset whereby customers are genuine assets that can ...
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