Abstract
M.B.A.
The question then arises is there not perhaps a fourth level of economic value as a result of engineering experiences for customers, and in being truly customer centric?
The aim of this dissertation is to develop a model to understand the economic value in customer centric business models that engineer customer experiences through understanding customer behaviour.
The aim is to:
• To review current and proposed customer centric business models in various published literature in order to develop a collaborative customer centric business model.
• To review literature and secondary sources to understand and discuss the economical benefits that can be derived from a customer centric business model and customer experiences.
• To review customer attrition and acquisition data in contrast to customer management strategies in order to understand the economical benefit related to strategy.
• To conduct an informal study using existing and proposed experiences and interactions by a variety of consumers in order to assist with the development of a customer centric business model and understand the benefits various experiences may have on the economical value to the organization.