The business case for customer centricity (English)

Customer centricity is, at its core, about understanding and meeting the needs of customers. From a business perspective, this means that generating greater value for customers is good for business because it increases product use, satisfaction, and loyalty while reducing costs. Research from a developed market context has found that a 2 percent increase in customer retention leads to a 10 percent decrease in cost. Other research has shown that a...

DETAILS

Author

Stahl,Lisa Kristina;

Magnoni,Barbara;

Coetzee,Gerhardus Koch;
Document Date
2017/04/01
Document Type
Brief
Report Number
119206
Volume No
1
Total Volume(s)
1
Country
World,
Region
Other,
Disclosure Date
2017/09/07
Disclosure Status
Disclosed
Doc Name
The business case for customer centricity
Keywords
financial service provider

DOWNLOADS

COMPLETE REPORT

Official version of document (may contain signatures, etc)

Official PDF
TXT*
Total Downloads** : 1111
Download Stats
*The text version is uncorrected OCR text and is included solely to benefit users with slow connectivity.

Citation

Stahl,Lisa Kristina; Magnoni,Barbara; Coetzee,Gerhardus Koch.

The business case for customer centricity (English). CGAP brief Washington, D.C. : World Bank Group. http://documents.worldbank.org/curated/en/283791504763683441

The business case for customer centricity (English)

DETAILS

DOWNLOADS

COMPLETE REPORT

Citation

SUBSCRIBE TO EMAIL ALERTS