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

Section 4 – Internal Culture F Sig. T df Sig. (2-tailed 21- Our internal communications help create clarity and commitment toward delivering the customer experience Equal Variances Assumed 4.642 .033 2.678 198 .008 Equal Variances are not Assumed 2.711 176.390 .008 25- Our employee experience mirrors the customer experience Equal Variances Assumed .067 .796 3.179 198 .002 Equal Variances are not Assumed 3.162 176.390 .002 Section 5 – Customer-Centric Technology F Sig. T df Sig. (2-tailed 26- Our use of CRM technology enhances customer interaction Equal Variances Assumed .022 .883 6.474 198 .000 Equal Variances are not Assumed 6.401 173.755 .000 Table 6: Group Statistics The respondents' organization is: N Mean Std. Deviation Std. Error Mean Our company's top executives demonstrate their commitment to our customer experience strategy. Customer-centric 163 3.59 .920 .118 Product-centric 37 2.05 .808 .085 Our leaders spend significant time with customers and employees hearing first-hand about the customer experience Customer-centric 163 4.34 .964 .123 Product-centric 37 2.75 .914 .096 A profound understanding of customers' needs informs our strategic direction. Customer-centric 163 3.46 .959 .123 Product-centric 37 1.89 .862 .090 At our company, the customer experience, the strategy, and the brand are inseparable Customer-centric 163 3.69 1.041 .133 Product-centric 37 2.03 .781 .082 Our HR systems support the customer experience Customer-centric 163 2.92 .802 .103 Product-centric 37 2.18 .676 .071 We hire for attitude and fit with our culture Customer-centric 163 3.51 .960 .123 Product-centric 37 2.80 .846 .089 Our internal communications help create clarity and commitment toward delivering the customer experience. Customer-centric 163 4.00 .931 .119 Product-centric 37 2.5 .990 .104 Our employee experience mirrors the customer experience Customer-centric 163 3.75 .921 .137 Product-centric 37 2.1 .954 .109 Our use of CRM technology enhances customer interaction Customer-centric 163 4.02 .991 .127 Product-centric 37 2.99 .937 .098 An Assessment of Customer-Centricity Success Factors: Context of the Lebanese Market 17 Global Journal of Management and Business Research Volume XXII Issue II Version I Year 2022 ( )E © 2022 Global Journals