The path of Philips to customer centricity


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Last week I was reading the article of Shah et al. (2006), The Path to Customer Centricity[1]. This article identifies fundamental issues and challenges that typically deter a firm from becoming customer-centric. However, Philips is a well-known company who executes a customer driven strategy already for a while, but is becoming more customer centric at the last decade.
According to Shah et al. the path to customer centricity is driven by a strong leadership Continue reading The path of Philips to customer centricity