Abstract
Customer centricity prioritizes the needs and wants of customers in all aspects of a company’s operations, decisions, and culture. The arguments for it are plentiful and approved: increased customer retention, improved customer satisfaction and loyalty, higher competitiveness in the market, revenue growth, and long-term success among others. To achieve a customer-centric organization however, the focus has to be first and foremost on the employees: taking care of employees and creating a supportive workplace culture is a key component of a customer-centric approach. When employees feel valued and supported, they are more likely to go above and beyond to meet customer needs. This approach is followed by Siemens Healthineers in a strategic way. Regular pulse surveys have become a key element in driving employee engagement. This article discusses their learning along the way as well as critical success factors.
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© 2024 Der/die Autor(en), exklusiv lizenziert an Springer Fachmedien Wiesbaden GmbH, ein Teil von Springer Nature
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Rehfeld, KM., Freudl, L., Becraft, E. (2024). Customer Centricity and the Role of Internal Customers. In: O'Gorman, S., Schuster, G. (eds) Customer Centricity. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-42173-1_4
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DOI: https://doi.org/10.1007/978-3-658-42173-1_4
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