The Customer Copernicus - Preview

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INTRODUC TION

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7 Interview with authors, 9 and 12 December 2019. 8 Interview with authors, 9 December 2019. 9 Interview with authors, 10 December 2019.

10 The survey was sent to 8,000 IMD alumni and other executives from over 4,500 companies in 134 countries in late 2016. The 454 respondents (a response rate of 5.7%) comprise CEOs (41%) and executives with respon- sibility for business development (11.5%), marketing (10.5%), finance (8.5%), HR (5%), production (4.5%) and ‘other’ (19%). 11 We conducted in-depth interviews with a convenience sample of 50 senior executives exploring how customers are treated as stakeholders in their companies. 12 We examined more closely whether and how beliefs drive business per- formance, using structural equation models (SEM). The best-fitting model included two latent variables (we labelled them as Efficiency Lever and Customer Value Lever), which were negatively correlated. Only the Customer Value Lever had direct positive effect on Performance. 13 Zook, Chris & James Allen. 2016. The Founder’s Mentality .