Handbook on Customer Centricity

Strategies for Building a Customer-Centric Organization

Research Handbooks in Business and Management series

Edited by Robert W. Palmatier, Foster School of Business, University of Washington, Christine Moorman, Fuqua School of Business, Duke University and Ju-Yeon Lee, Ivy College of Business, Iowa State University, US

Drawing on the expertise of leading marketing scholars, this book provides managers and researchers with insights into the fundamentals of customer centricity and how firms can develop it. Customer centricity is not just about segmentation or short-term marketing tactics. Rather, it represents an organization-wide philosophy that focuses on the systematic and continuous alignment of the firm’s internal architecture, strategy, capabilities, and offerings with external customers.

‘Creating strategy from the outside in to put the customer first is a top priority of firms today. Helping firms do that is a pivotal goal of academics. This book lays a foundation for these goals by clearly defining the organizational structures, relationships, branding and technology needed. I highly recommend it – no other book comes close to its wisdom and direction.’
– Valarie Zeithaml, University of North Carolina at Chapel Hill, US

‘Being customer centric involves having the customer’s best interests at heart. It represents one of the most significant reorientations happening in marketing today. This outstanding collection of essays about a powerful concept truly has the reader’s best interests at heart. It is thought provoking while chock full of practical guidance. An absolute must read for anyone in the discipline.’
– Gerald Zaltman, Olson Zaltman Associates, US

‘In this Handbook, Palmatier, Moorman, and Lee offer us nothing short of the latest and best thinking on one of the most critical and difficult challenges organizations face today–how to increase your odds of success by winning with customers. For managers and scholars alike, this Handbook offers rich insights that will shape our thinking for years. A gem!’
– Gregory Carpenter, Northwestern University, US

是我,一个营销人员必读的t a curious researcher, entry level manager or senior leader. Chapters in this book offer the right amount of theory and practical implications on how to infuse customer centricity into an organization by making systematic changes to organizational design, strategy, offerings, and capabilities.’
Shrihari Sridhar, Texas A&M University, US

‘This would be the first book to purchase if you want to get out of functional silos and build a truly customer-centric organization. This book illustrates that customer centricity is not confined with CRM or segmentation tactics, but rather it requires a major paradigm shift in every aspect of marketing strategy and business operations.’
– Steve Samaha, Wells Fargo Bank, US

‘The world’s renowned scholars in marketing strategy offer very thorough coverage of customer centricity. Each chapter complements the others and shares applicable and deep knowledge regarding how firms should transform the entire organization, from cultures and human capital to structures, to better serve customers.’
– Mark B. Houston, Texas Christian University, US

‘This book is a comprehensive reference for scholars conducing customer-centricity research. Leading academics illustrate a theoretical framework and empirical insights on how to embrace customer centricity. Executives will find a treasure trove of actionable insights for their companies.’
– Vikas Mittal, Rice University, US