Competitive Advantage of Customer Centricity
This book presents strategies that put the customer at the center of an enterprise. It elaborates on the reasons for viewing customers as assets that a firm needs to acquire, develop and cultivate in order to generate profitable relationships, and champio
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Sathit Parniangtong
Competitive Advantage of Customer Centricity
Management for Professionals
More information about this series at http://www.springer.com/series/10101
Sathit Parniangtong
Competitive Advantage of Customer Centricity
Sathit Parniangtong CMBT Strategy and Management Consulting Bangkok, Thailand
This work has been previously published as The Competitive Advantage of Customer Centricity: Using Customer Centricity to Deliver Sustainable Success, Copyright 2014 by Sathit Parniangtong. ISSN 2192-8096 ISSN 2192-810X (electronic) Management for Professionals ISBN 978-981-10-4441-0 ISBN 978-981-10-4442-7 (eBook) DOI 10.1007/978-981-10-4442-7 Library of Congress Control Number: 2017937751 © Springer Nature Singapore Pte Ltd. 2017 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations. Printed on acid-free paper This Springer imprint is published by Springer Nature The registered company is Springer Nature Singapore Pte Ltd. The registered company address is: 152 Beach Road, #21-01/04 Gateway East, Singapore 189721, Singapore
Preface
This book is about sources of sustained competitive advantage. It is about finding logical explanations to how businesses achieve an enduring superior performance and offers strategic solutions for businesses under different circumstances. How businesses generate profit has been an interest of mine for as long as I can remember. What’s more fascinating is the various ways in which businesses organize themselves, in different competitive environments, to create value to customers and capture that value for shareholders to achieve superiority. This probably explains why I have so enjoyed the more than two decades of working in academic and business organizations under different capacities. Of course, venturing into both the academic and business worlds has been a complementary affair. My work as strategy consultan
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