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Abstract

This is part of a case series. This case study explains in great detail what it means and takes to build and sustain a customer-centric organization. This allowed Carglass(R) to have great top line and bottom line growth in a saturated market. The case raises the question how to sustain a culture of continuous improvement when customer satisfaction and employee satisfaction can hardly be improved.
Other setting(s):
2000-2009

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Abstract

This is part of a case series. This case study explains in great detail what it means and takes to build and sustain a customer-centric organization. This allowed Carglass(R) to have great top line and bottom line growth in a saturated market. The case raises the question how to sustain a culture of continuous improvement when customer satisfaction and employee satisfaction can hardly be improved.

Settings

Other setting(s):
2000-2009

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