Customer‐centric strategy firms need to focus on forward‐looking indicators and ensure a synergistic relationship between decision rights, performance measurement, and reward systems.

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ERIM Article Series (EAS)
Strategic Change
Erasmus Research Institute of Management

Bonacchi, M., & Perego, P. (2011). Improving profitability with customer‐centric strategies: the case of a mobile content provider. Strategic Change, 20(7‐8), 253–267. doi:10.1002/jsc.899