Customer Centricity

The following contents are covered

The Customer Centricity business analytics examines five necessary dimensions for you to successfully master your customer satisfaction:

Customer-centric organization
  • Strategy & organizational structure
  • Methods and KPIs
Customer interaction
  • Cross-functional collaboration in customer interaction
  • Customer journey design
  • Designing customer interaction across channels
Customer data collection
  • Collection and use of customer feedback
  • CRM competencies: collection and analysis of customer data and personalized customer targeting
Products and services
  • Customer centricity in all steps of product development
Employee experience
  • Clear target objectives with regard to EX
  • Knowledge and commitment of employees regarding purpose and values of the organization
  • Collection of employee feedback

Customer Centricity test version

Get a first impression of the Business Analytics Customer Centricity. This preview contains a number of questions from the full analytics.
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Optimize customer centricity with this business analytics

Many companies are currently facing a challenge: they need to better understand their customers' increasing and changing expectations while also cultivating a consistently positive image in order to stand out on the market.

At the same time, companies are struggling to identify areas of development, meaning that they have no starting points to take specific measures. The problem: they don't have a systematic overview of the current degree of customer centricity within their organization.

Determine how customer-centric your organization is with targeted questions in approx. 20 minutes and plan your next steps based on this. You can also select your business context: B2B or B2C.

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Start the Business Analytics preview. It contains an overview of all dimensions of the analysis and offers you a first insight into the question structure at hand with one of many response scales.

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Would you like to find out more? Talk to us about your current tasks and how this Business Analytics can support you in developing solutions for them. You can try out the Business Analytics free of charge first and see initial results straightaway. Plan your individual roadmap with KPMG Atlas!

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Have you already planned your next steps? Here you have the opportunity to perform an individual maturity level determination and receive an individual summary of the results immediately.

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