Chapter 6. Realizing Customer-Centricity

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What Is a Product?

What Is a Customer?

Product-Centric vs. Customer-Centric Relationships

Transaction-Value vs. Relationship-Value Actions

Customer-Facing vs. Customer-Oriented Actions

Relationship Value and Warmth

Single vs. Multi vs. Omni-Channel Customer Interactions

Customer Journeys

Customer Data Intelligence

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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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