Industrial Organization Commons^™

Maturity Model For Customer-Centric Approach In Enterprise: The Case Of E-Commerce And Online Retail Industry, Soheil Zarrin

Dissertations and Theses

The network technologies are changing the dynamics of the interaction between customer and provider. Customers demand closer relationships and higher investment between partners, as well as cooperation between companies to build supporting technologies for their unique needs. Customer-centricity is defined as interaction with the customer through various touchpoints and aggregating these relations to create a position for the customer. Each Customer has a different need and expectation from the provider or seller, and companies need to be flexible enough to fulfill their needs. One of the reasons organizations invest less in customer experience is that they believe they are already …