BUSINESS INFORM JOURNAL.

УКР

ENG

Search:

REGISTRATION CERTIFICATE

KV #19905-9705 PR dated 02.04.2013.

FOUNDERS

RESEARCH CENTRE FOR INDUSTRIAL DEVELOPMENT PROBLEMS of NAS (KHARKIV, UKRAINE)

According to the decision No. 802 of the National Council of Television and Radio Broadcasting of Ukraine dated 14.03.2024, is registered as a subject in the field of print media.
ID R30-03156

PUBLISHER

Liburkina L. M.

SITE SECTIONS

Client-Centricity: the Basic Approaches to Definition
Trushkina N. V., Rynkevich N. S.

Trushkina, Nataliia V., and Rynkevich, Natalya S. (2019) “Client-Centricity: the Basic Approaches to Definition.” Business Inform 8:244–252.
https://doi.org/10.32983/2222-4459-2019-8-244-252

Section: Management and Marketing

Article is written in Russian
Downloads/views: 12

Download article (pdf) -

UDC 005:658

Abstract:
The article identifies the key prerequisites for establishing and explores the evolution of development of the conception of сlient-сentricity. It is determined that the majority of researchers identify сlient-сentricity with such concepts as: customer сentricity, customer orientation, market orientation, client loyalty, client-oriented approach, management of relationships with clientele, value, culture of service, satisfaction of wants and demands by clientele in general, meeting specific needs of an individual consumer. The scientific approaches to the formulation of the term of «сlient-сentricity» are conventionally systemized according to the following classification groups: strategy or paradigm (modern business management philosophy; strategy or paradigm of conduct of business; paradigm of management; conception of enterprise management; characterization of a business; strategic direction of the enterprise?s activities); instrument (set of instruments for quality logistics service; instrument for management of relationships with clientele); marketing conception (priority of marketing strategy of enterprise; conception of relationship marketing; marketing activity); approach to management of relationships with clientele (evaluation of client loyalty; client experience; degree of compliance of organization with consumer expectations; result of efforts); component of organizational culture (key competence of enterprise; ability of company; skill; part of organizational culture, range of beliefs). On the basis of a theoretical generalization of existing scientific developments as to the conceptual apparatus, the authors? own interpretation of the term of «сlient-сentricity» is suggested as follows: an instrument for transforming the system of management of consumer relationships, an efficient form of the enterprise-to-consumer partnership in the context of the conception of relationship marketing.

Keywords: сlient-сentricity, theoretical approaches, systematization, consumer relationship management, transformation, digital space, ingredients of effect.

Fig.: 2. Tabl.: 2. Bibl.: 41.

Trushkina Nataliia V. – Candidate of Sciences (Economics), Senior Research Fellow, Sector of Industrial Policy and Innovative Development of the Department of Industrial Policy and Energy Security, Research Centre for Industrial Problems of Development of NAS of Ukraine (2 floor 1-a Inzhenernyi Ln., Kharkiv, 61166, Ukraine)
Email: [email protected]
Rynkevich Natalya S. – Assistant, Department of Finance and Marketing, Prydniprovska State Academy of Civil Engineering and Architecture (24a Arkhitektora Oleha Petrova Str., Dnipro, 49600, Ukraine)

List of references in article

“Building a Digital Culture. Best practice guide. 2017“. https://www.econsultancy.com/report/building-a-digital-culture/
Sokolov, A. V., and Ruban, K. A. “Kliientooriientovanist - osnovna tsinnist korporatyvnoi kultury suchasnoi orhanizatsii“ [Client orientation is the core value of the corporate culture of a modern organization]. Prychornomorski ekonomichni studii, no. 22 (2017): 113-115.
Zinkevich, A. Sekrety kliyentooriyentirovannosti. Rukovodstvo po priobreteniyu predannykh kliyentov [Secrets of customer focus. Guidance on acquiring loyal customers]. Moscow: Mann, Ivanov i Ferber, 2013.
Berry, L. L. “Relationship marketing of services - growing interest, emerging perspectives“.Journal of the Academy of Marketing Science, vol. 23, no. 4 (1995): 236-245. DOI: https://doi.org/10.1177/009207039502300402
Peppers, D., and Rodzhers, M. Upravleniye otnosheniyami s kliyentami: Kak prevratit bazu Vashikh kliyentov v dengi [Customer Relationship Management: How to turn your customer base into money]. Moscow: Mann, Ivanov i Ferber, 2006.
Trushkina, N. V. “Kliyentooriyentirovannost kak faktor povysheniya kachestva obsluzhivaniya potrebiteley promyshlennogo predpriyatiya“ [Customer focus as a factor in improving the quality of customer service of an industrial enterprise]. In Competitive ability of business organizations: estimation methods and enhancement strategies, 53-63. Melbourne, Australia: Thorpe Bowker, 2017.
Zaloznova, Yu., and Trushkina, N. “Marketynh vzaiemovidnosyn v systemi instrumentiv efektyvnoho innovatsiinoho rozvytku vuhilnykh pidpryiemstv Ukrainy“ [Relationship marketing in the system of instruments of effective innovative development of coal enterprises of Ukraine]. In Innovatsiine promyslove pidpryiemstvo u formuvanni staloho rozvytku, 87-108. Kyiv: In-t ekonomiky prom-sti NAN Ukrainy, 2018.
“Kliyentotsentrichnost: metriki, praktiki, fakty: otchet. Tsentr strategicheskikh issledovaniy Enter“ [Client-centricity: metrics, practices, facts: report. Center for Strategic Studies Enter]. http://content.enter.ru/wp-content/uploads/2013/04/client-servise_long.pdf
Arenkov, I. A., Krylova, Yu. V., and Tsenzharik, M. K. “Kliyentooriyentirovannyy podkhod k upravleniyu biznes-protsessami v tsifrovoy ekonomike“ [A customer-oriented approach to managing business processes in the digital economy]. Nauchno-tekhnicheskiye vedomosti SPbGPU. Ekonomicheskiye nauki, vol. 10, no. 6 (2017): 18-30. DOI: 10.18721/JE.10602
Yefremova, M. V., and Chkalova, O. V. “Obobshcheniye i sistematizatsiya podkhodov k opredeleniyu ponyatiya «kliyentooriyentirovannost»“ [Generalization and systematization of approaches to the definition of the concept of "customer focus"]. Vestnik Nizhegorodskogo universiteta im. N. I. Lobachevskogo. Seriya «Sotsialnyye nauki», no. 2 (2016): 17-24.
Saxe, R., and Weitz, B. A. “The SOCO scale: a Measure of the Customer Orientation of Salespeople“. Journal of Marketing Research, vol. 19, no. 3 (1982): 343-351.
Hennig-Thurau, T. “Customer Orientation of Service Employees: Its Impact on customer Satisfaction, Commitment, and Retention“. International Journal of Service Industry Management, vol. 15, no. 5 (2004): 460-478.
Ryzhkovskiy, B. “Kogda kliyent golosuyet dengami?“ [When does a customer vote in cash?]. Upravleniye kompaniyey, no. 7 (2005): 46-48.
Cross, V. “Customer Orientation Examples“. http://smallbusiness.chron.com/customer-orientation-examples-10201.html
Gebauer, H., and Kowalkovski, C. “Customer-focused and service focused orientation in organizational structures“. Journal of Business and Industrial Marketing, vol. 27, no. 7 (2012): 527-537.
Webster, F. “The Future Role of Marketing in the Organization“. In Reflections on the Future of Marketing, 39-66. Cambridge, MA: Marketing Science Institute, 1997.
Kohli, A., and Jaworski, B. “Market Orientation: The Sonstruct, Research Propositions, and Managerial Implication“. Journal of Marketing, vol. 54, no. 2 (1990): 90-113.
Narver, J. C., and Slater, S. F. “The Effect of a Market Orientation on Business Profitability“. Journal of Marketing, vol. 54, no. 4 (1990): 20-35.
Henderson, J. L. “Assessing Customer Orientation in Public, Non-profit Organizations: a Profile of Ohio State University Extension“. Journal of Agricultural Education, vol. 39, no. 4 (1998): 11-17.
Heiens, A. R. “Market Orientation Toward an Integrated Framework“. Academy of Marketing Science Review. 2000. https://www.researchgate.net/publication/228536828_Market_Orientation_Toward_an_integrated_framework
Alarm, I., and Perry, Ch. “A Customer-oriented New Service Development Process“. Journal of Services Marketing, vol. 16, no. 6 (2002): 515-534.
Lamben, Zh.-Zh. Menedzhment, oriyentirovannyy na rynok. Strategicheskiy i operatsionnyy marketing [Market oriented management. Strategic and operational marketing]. St. Petersburg: Piter, 2007.
Fader, P. Customer Centricity: Focus on the Right Customers for Strategic Advantage (Wharton Executive Essentials). Wharton Digital Press, 2012.
Prigozhin, A. I. Metody razvitiya organizatsii [Organization development methods]. Moscow: Mezhdunarodnyy tsentr finansovo-ekonomicheskogo razvitiya, 2003.
Repev, A. “Kliyentoorientirovannost: kakoy ona dolzhna byt“ [Customer focus: what it should be]. Delovoy mir. 2013. http://delovoymir.biz/2013/07/02/kliento-orientiro-vannost-kakoyona-dolzhna-byt.html
Yakupayeva, S. G., and Korshunikova, Yu. Ye. “Doveriye i kliyentooriyentirovannost kak faktory uspekha firmy“ [Trust and customer focus as factors of the success of the company]. Fundamentalnyye issledovaniya. 2013. https://www.fundamental-research.ru/ru/article/view?id=31674
Kharskiy, K. V. Tsennostnoye upravleniye dlya biznesa [Value management for business]. Moscow: Politekhnika-Servis, 2010.
Vetitnev, A. M., and Kvetenadze, Ye. V. “Kliyentooriyentirovannost destinatsii - osnovnyye podkhody k opredeleniyu“ [Destination customer focus - the main approaches to the definition]. Innovatsii. Menedzhment. Marketing. Turizm. Sochi: RITs FGBOU VPO «SGU», 2013. 79-83.
Pavlenko, I. H. “Kliientooriientovanyi pidkhid do upravlinnia marketynhovoiu vzaiemodiieiu hoteliu“ [A customer-centric approach to managing hotel marketing engagement]. Biznes Inform, no. 9 (2013): 347-354.
Prodan, I. O., and Riznyk, Yu. I. “Kliientooriientovanyi pidkhid yak peredumova konkurentospromozhnosti pidpryiemstva“ [Client-centered approach as a prerequisite for enterprise competitiveness]. Biznes Inform, no. 1 (2017): 308-313.
Zakharchenko, D. S. “Kliientooriientovanist pidpryiemstva: sutnisni kharakterystyk“ [Enterprise client orientation: essential characteristics]. Ekonomika. Menedzhment. Biznes, no. 4 (2017): 187-194.
Petrychenko, P. “Kliientooriientovanyi pidkhid u diialnosti pidpryiemstv industrii hostynnosti“ [Client-oriented approach in hospitality industry activities]. Ekonomist, no. 1 (2014): 79-82.
Riabokon, N. P. “Do pytannia formuvannia kliientooriientovanosti yak kliuchovoi kompetentsii kompanii“ [The question of forming customer orientation as a key competence of the company]. Efektyvna ekonomika. 2015. http://www.economy.nayka.com.ua/?op=1&z=4522
Kovalchuk, S. “Rozvytok kliientooriientovanosti zasobamy kraudsorsynhu“ [Developing client orientation through crowdsourcing]. Marketynh v Ukraini, no. 5 (2015): 34-48.
Raykheld, F., and Marki, R. Iskrennyaya loyalnost. Klyuch k zavoyevaniyu kliyentov na vsyu zhizn [Sincere loyalty. The key to winning customers for life]. Moscow: Mann, Ivanov i Ferber, 2013.
Volkov, D. L. Teoriya tsennostno-oriyentirovannogo menedzhmenta: finansovyy i bukhgalterskiy aspekty [Theory of value-oriented management: financial and accounting aspects]. St. Petersburg: ID SPGU, 2006.
Zhiltsova, O. N. “Kliyentoorientirovannost biznesa“ [Customer focus on the business]. Putevoditel rossiyskogo biznesa. Vedomosti Smolenskoy TPP, no. 48 (2015): 12-13.
Shoul, Dzh. Pervoklassnyy servis kak konkurentnoye preimushchestvo [First-class service as a competitive advantage]. Moscow: Alpina Pablisher, 2013.
Koulman, Dzh. Nikogda ne teryayte kliyenta. Prevratite lyubogo pokupatelya v pozhiznennogo klienta za 100 dney [Never lose a customer. Turn any customer into a lifetime customer in 100 days]. Moscow: Biblos, 2018.
Fornell, C., Rust, R., and Dekimpe, M. “The Effect of Customer Satisfaction on Consumer Spending Growth“. Journal of Marketing Research, vol. 47, no. 1 (2010): 28-35.
Schulze, C., Skiera, B., and Wiesel, T. “Linking Customer and Financial Metrics to Shareholder Value: The Leverage Effect in Customer-Based Valuation“. Journal of Marketing, vol. 76, no. 2 (2012): 17-32.

FOR AUTHORS

License Contract

Conditions of Publication

Article Requirements

Regulations on Peer-Reviewing

Publication Contract

Current Issue

Frequently asked questions

INFORMATION

The Plan of Scientific Conferences

OUR PARTNERS

Journal «The Problems of Economy»

The site and its metadata are licensed under CC BY-SA.

Write to webmaster