Global Journal of Management and Business Research, E: Marketing, Volume 22 Issue 2

Unspecified 3 1.5 1.5 Total 200 100.0 100.0 Table 1 shows that 66.5% of the respondents agree that the organizations (they belong to) track 25% to 49% of their customers, and 27.5% answered that their organizations track less than 25%. iii. Customer Tracking Tool Figure 2 shows that the most used tool in tracking customers is telephone follow-up (67%), followed by surveys (50.5%), while the tools used least are face-to-face talk (26%), comment cards (21.5%), and financial reports (12.5%). iv. Loyalty Program 76% of respondents claimed their organizations have a loyalty program, and 24% denied that fact. v. Loyalty Program Tool Figure 3 shows that 59% of the respondents' organizations use special discounts, followed by 54% who asserted the use of loyalty cards. c) Implementation Issues Statistics i. The Respondent's View on Organization’s Centricity Respondents who consider their organizations customer-centric constitute 72% of the sample, while 28% considered their organizations product-centric. ii. Customers of the Organization are Involved in the Design of their Products and Services Also, 81.5% of the participants agree that their organizations allow customers' involvement in their products and services design. iii. Respondents' attitude towards internal customer- centric factors Respondents were required to express their agreement with the following statements by selecting the degree of effectiveness whereby SE: Slightly Effectively, E: Effectively, HE: Highly Effectively, and EE: Extremely Effectively. Results were grouped for simplicity of interpretation to show the maximum effect of the responses. Respondents confirmed the effective integration of the functional teams related to direct customer An Assessment of Customer-Centricity Success Factors: Context of the Lebanese Market 13 Global Journal of Management and Business Research Volume XXII Issue II Version I Year 2022 ( )E © 2022 Global Journals Figure 2: Customer Tracking Tool Histogram 0 50 100 Face to Face Talk Telephone Follow up Comment Card Financial Reports Surveys YES 26 67 21.5 12.5 50.5 NO 74 33 78.5 87.5 49.5 26 67 21.5 12.5 50.5 74 33 78.5 87.5 49.5 % Tracking Tools Tracking Tools Use YES NO Figure 3: Loyalty Program Tool Histogram 0 100 Loyalty Cards Special Discounts Special Services YES 54 59 23 54 59 23 46 41 77 % Loyalty program tools Loyalty Program Tools YES NO