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2019 | OriginalPaper | Chapter

1. Introduction

Authors : Massimiliano Bonacchi, Paolo Perego

Published in: Customer Accounting

Publisher: Springer International Publishing

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Abstract

In recent years, firms in all industries have witnessed a period of transformative developments that emphasize the central role of customers in creating and sustain value. In this chapter, we introduce the concept of customer-centricity as the key strategic orientation that several companies currently strive for to remain competitive in such a fast-evolving business landscape. Next, we motivate the rationale behind this book by pointing at a relatively unexplored area in accounting research focused on measurement and management of customer performance broadly labeled as ‘customer accounting’. We further explain the Organizational Architecture as overarching conceptual framework that guides the contents of the book’s chapters. An outline of this book concludes this chapter.

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next chapter Customer Analytics: Definitions, Measurement and Models
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Metadata
Title
Introduction
Authors
Massimiliano Bonacchi
Paolo Perego
Copyright Year
2019
Book
Customer Accounting

Print ISBN: 978-3-030-01970-9

Electronic ISBN: 978-3-030-01971-6

Copyright Year: 2019

DOI
https://doi.org/10.1007/978-3-030-01971-6_1