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...
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2017/04/01
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Informativo
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119206
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1
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1
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2017/09/07
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Disclosed
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The business case for customer centricity
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financial service provider
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