Return to search

Customer centricity as an experience economy

M.B.A. / The question then arises is there not perhaps a fourth level of economic value as a result of engineering experiences for customers, and in being truly customer centric? The aim of this dissertation is to develop a model to understand the economic value in customer centric business models that engineer customer experiences through understanding customer behaviour. The aim is to: • To review current and proposed customer centric business models in various published literature in order to develop a collaborative customer centric business model. • To review literature and secondary sources to understand and discuss the economical benefits that can be derived from a customer centric business model and customer experiences. • To review customer attrition and acquisition data in contrast to customer management strategies in order to understand the economical benefit related to strategy. • To conduct an informal study using existing and proposed experiences and interactions by a variety of consumers in order to assist with the development of a customer centric business model and understand the benefits various experiences may have on the economical value to the organization.

Identiferoai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:uj/uj:9956
Date11 September 2012
CreatorsSaunders, Brandon
Source SetsSouth African National ETD Portal
Detected LanguageEnglish
TypeThesis

Page generated in 0.0018 seconds