An Assessment of Customer-Centricity Success Factors: Context of the Lebanese Market
Keywords:
customer-centric, critical success factors, lebanese market
Abstract
Academically, in the context of the Lebanese market, customer-centricity has not been addressed earlier; the factors that drive the success of a customer-centric strategy for an organization are to be recognized. An organization needs to identify and define the benefit and critical success factors (CSFs) of having the customer as the driver for its operations. A customer-centric organization capitalizes on an operating model based on a deep understanding of its customers, what they value, and what contribution they make to the company's profitability. This paper aims to assess and analyze the critical success factors of organizational customer-centricity within the context of the Lebanese market. It follows a quantitative approach with data collected from survey questionnaires administered to different employees of different organizations in various Lebanese regions.
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2022-06-25
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