Appendix 1
The Research Program
There have been several phases in our research program starting in 2007 and continuing through 2013. Its purpose has been to design, test, implement, and evaluate a customer culture measurement tool that does the following things:
1. It provides a concrete measurement and benchmark of the level of customer-centric behaviors of a company, business unit, function, or team.
2. It includes valid behavioral factors that are linked to business performance outcomes.
3. It indicates which behavioral factors are important to different market strategies.
4. It provides action guidelines for creating or strengthening each ...
Get The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
