The team Who is behind CCScore

The Customer Centricity Score was developed in a consulting and research project between Prof. Jan-Erik Baars, the Lucerne University of Applied Sciences and Arts and Swisscom. Together with Prof. Dr Andreas Brandenberg and Stephan Engl, the concept for a maturity-score was developed in a pilot study and transferred into a measuring instrument. The resulting KPI for customer centricity in a company is being further developed at the Lucerne University of Applied Sciences and Arts and has been available to any interested company since January 2014.

Since then, the Lucerne School of Business has implemented a research team dedicated to the further development of the score and general questions regarding customer-centricity. Being the owner of the methodological and research competency, as well as the raw research data, the university oversees the further development of the instrument (questionnaire, evaluation method). It safeguards the neutrality of the tool and its scientific substantiation, through research and publications on this topic.

Your contact persons:

Prof. Dr. Dominik Georgi

Prof. Jan-Erik Baars

Lucerne University of Applied Sciences and Arts (Lucerne, Switzerland)

The HSLU develops the methodological and research competency. It owns and collects the raw and research data; administers and further develops the instrument (questionnaire, evaluation method); acts as a scientific guarantor for the neutrality of the instrument, scientific substantiation of the methodology through publications and research on the topic.

Partner & Partner AG (Winterthur, Schweiz)

Marketing consulting & execution with focus on customer centricity, provides consulting services for the implementation of measures to increase customer centricity and can also support or execute the implementation of the measures.