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

, ,
, ,
doi.org/10.1002/jsc.899, hdl.handle.net/1765/31571
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