Building The Customer Centric Enterprise
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Building The Customer Centric Enterprise
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Author : Claudia Imhoff
language : en
Publisher: Wiley
Release Date : 2001
Building The Customer Centric Enterprise written by Claudia Imhoff and has been published by Wiley this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Computers categories.
Strategies for leveraging information technologies to improve customer relationships With E-business comes the opportunity for companies to really get to know their customers--who they are and their buying patterns. Business managers need an integrated strategy that supports customers from the moment they enter the front door--or Web site--right through to fulfillment, support, and promotion of new products and services. Along the way, IT managers need an integrated set of technologies--from Web sites to databases and data mining tools--to make all of this work. This book shows both IT and business managers how to match business strategies to the technologies needed to make them work. Claudia Imhoff helped pioneer this set of technologies, called the Corporate Information Factory (CIF). She and her coauthors take readers step-by-step through the process of using the CIF for creating a customer-focused enterprise in which the end results are increased market share and improved customer satisfaction and retention. They show how the CIF can be used to ensure accuracy, identify customer needs, tailor promotions, and more.
The Customer Centric Enterprise
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Author : Mitchell M. Tseng
language : en
Publisher: Springer Science & Business Media
Release Date : 2011-06-27
The Customer Centric Enterprise written by Mitchell M. Tseng and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-06-27 with Business & Economics categories.
Companies are being forced to react to the growing individualization of demand. At the same time, cost management remains of paramount importance due to the competitive pressure in global markets. Thus, making enterprises more customer centric efficiently is a top management priority in most industries. Mass customization and personalization are key strategies to meet this challenge. Companies like Procter&Gamble, Lego, Nike, Adidas, Land's End, BMW, or Levi Strauss, among others, have started large-scale mass customization programs. This book provides insight into the different aspects of building a customer centric enterprise. Following an interdisciplinary approach, leading scientists and practitioners share their findings, concepts, and strategies from the perspective of design, production engineering, logistics, technology and innovation management, customer behavior, as well as marketing.
Building The Customer Centric Enterprise
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Author : Imhoff
language : en
Publisher: Wiley
Release Date : 2001-11-01
Building The Customer Centric Enterprise written by Imhoff and has been published by Wiley this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001-11-01 with categories.
Competitive Advantage Of Customer Centricity
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Author : Sathit Parniangtong
language : en
Publisher: Springer
Release Date : 2017-06-05
Competitive Advantage Of Customer Centricity written by Sathit Parniangtong and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-06-05 with Business & Economics categories.
This book presents strategies that put the customer at the center of an enterprise. It elaborates on the reasons for viewing customers as assets that a firm needs to acquire, develop and cultivate in order to generate profitable relationships, and champions customer profitability as the metric for measuring business performance. Further, it advocates the need to provide solutions to customers’ requirements with bundles of products and services. It broadens the definition of customer value beyond tangible benefits and price to include both tangible and intangible benefits and total ownership costs, while embracing a variety of unique customer needs. The book highlights the value of business planning, marketing and sales mechanisms and changing employee behavior to create lifelong, high-value profitable customer relationships that satisfy the customer’s needs. Competitive Advantage of Customer Centricity maps a new journey that entire organizations must undertake in order to achieve these lucrative goals.
Using Information To Develop A Culture Of Customer Centricity
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Author : David Loshin
language : en
Publisher: Morgan Kaufmann
Release Date : 2013-11-29
Using Information To Develop A Culture Of Customer Centricity written by David Loshin and has been published by Morgan Kaufmann this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-11-29 with Computers categories.
Using Information to Develop a Culture of Customer Centricity sets the stage for understanding the holistic marriage of information, socialization, and process change necessary for transitioning an organization to customer centricity. The book begins with an overview list of 8-10 precepts associated with a business-focused view of the knowledge necessary for developing customer-oriented business processes that lead to excellent customer experiences resulting in increased revenues. Each chapter delves into each precept in more detail.
Designing The Customer Centric Organization
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Author : Jay R. Galbraith
language : en
Publisher: John Wiley & Sons
Release Date : 2011-01-06
Designing The Customer Centric Organization written by Jay R. Galbraith and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-01-06 with Business & Economics categories.
Designing the Customer-Centric Organization offers todayâ??s business leaders a comprehensive customer-centric organizational model that clearly shows how to put in place an infrastructure that is organized around the demands of the customer. Written by Jay Galbraith (the foremost expert in the field of organizational design), this important book includes a tool that will help determine how customer-centric an organization is- light-level, medium-level, complete-level, or high-level- and it shows how to ascertain the appropriate level for a particular institution. Once the groundwork has been established, the author offers guidance for the process of implementing a customer-centric system throughout an organization. Designing the Customer-Centric Organization includes vital information about structure, management processes, reward and management systems, and people practices.
Refining Design For Business
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Author : Michael Krypel
language : en
Publisher: Adobe Press
Release Date : 2014-03-23
Refining Design For Business written by Michael Krypel and has been published by Adobe Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-03-23 with Business & Economics categories.
Innovation and technology have forever changed what it means to be a business. Some businesses now exist only online; increasingly, companies are being built with new technologies that require new skills; and customers are routinely accessing businesses via interactive visual and audio experiences–through web pages or apps, computers, and mobile devices. These experiences are based on design, which has never been so important to the business world. Customers interact with designs by looking, clicking, typing, listening, speaking to, and touching them. These interactions largely occur where and when the customer chooses: alone on the couch at home, at work, at social events, while traveling on an airplane, and elsewhere. When people say they “read an article,” “bought a friend a gift,” “watched a video,” or “booked a hotel,” they’re talking about engaging with businesses by interacting with their designs. No matter how great a business idea is, or what technology it relies on behind the scenes, a company needs to express itself visually in a way customers will understand and be able to interact with easily in order to be successful. The number of ways to translate an idea into a design is infinite, but which designs will also drive customer value? Michael Krypel’s Refining Design for Business answers this key question, showing you how to build a successful online business by creating engaging and measurable customer experiences. In this book, you will learn how to: • Change the standard design process most companies follow to enhance accountability for generating business and customer value, while creating new opportunities for collaboration and innovation. • Understand customer goals and build a strategic marketing plan to continually realign the business around them. • Use A/B testing and segmentation strategies to personalize experiences across a business. • Develop new approaches through “visual business cases” that show how different companies have solved problems, including before-and-after examples of what the online businesses themselves actually looked like.
Best Practices
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Author : R Hiebeler, T Kelly, C Ketteman
language : en
Publisher: Simon and Schuster
Release Date : 2012-12-11
Best Practices written by R Hiebeler, T Kelly, C Ketteman and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-12-11 with Business & Economics categories.
For the past five years, Arthur Andersen has been gathering, sorting, and condensing data from the world-class companies it works with to compile its Global Best Practices Database. Now, for the first time, Arthur Andersen shares its understanding of how more than forty best-practices companies focus on their customers, create growth, reduce cost and increase profits. Managers of any business in any industry can adapt and apply what those companies do best. Unlike other books based merely on limited anecdotal experience, BEST PRACTICES is backed up by 30,000 pages of active, documented data on hundreds of companies worldwide. With information being the most valuable commodity in business this is both comprehensive and cutting edge - it is without peer as an information resource.
The Customer Culture Imperative A Leader S Guide To Driving Superior Performance
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Author : Linden Brown
language : en
Publisher: McGraw-Hill Education
Release Date : 2014-01-07
The Customer Culture Imperative A Leader S Guide To Driving Superior Performance written by Linden Brown and has been published by McGraw-Hill Education this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-01-07 with Business & Economics categories.
BECOME THE ENVY OF YOUR INDUSTRY WITH A CUSTOMER-CENTRIC CULTURE Winner of Marketing Book of the Year 2015 by Marketing and Sales Books For the first time, this groundbreaking guide unlocks the secrets used by Amazon, Virgin, Apple, Starbucks, and salesforce.com. It creates a guide for success based on three years of scientific study drawing insights from more than 100 businesses to identify seven key factors. When implemented together these factors have been proven to drive superior business performance. Customer culture is as fundamental to business performance as breathing is to living. It is the life force of your business. This applies no matter what your industry sector. And with the evidence-based methods in this book, you can replicate their success in your business! The Customer Culture Imperative reveals the key disciplines of customer culture that consistently predict enhanced, sustainable business results. Each one is linked to a particular strategy and drives predictable and measurable improvements in one or more business performance factors--from innovation and customer satisfaction to growth in sales and profits to higher rates of new-product success. It gives you the tools to: Inspire everyone in the company to embrace a customer-centric culture Unify efforts across units by creating a "common language" for change Collect and measure data from your efforts and benchmark your progress Make change long term so you leave a legacy of an enduring business Creating a customer-centric company takes more than making an investment in the customer service department and systems. It's about building a culture in which the customer is at the heart of all decisions made within every function and unit. What's best for the customer is what's best for business. Make that a part of the DNA of your organization, and you will lead your company to unprecedented success. Guaranteed. PRAISE FOR THE CUSTOMER CULTURE IMPERATIVE "Linden and Chris Brown have written the best book on what it takes to build a genuine customer culture in an organization. Their framework and their stories will inspire you to take the next step." -- Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing at the Kellogg School of Management at Northwestern University "A customer-focused culture is a powerful competitive advantage. This book will show you how to diagnose the level of a customer culture and then make the leadership moves to raise this level." -- George Day, Geoffrey T. Boisi Professor of Marketing and Co-Director of the Mack Institute for Innovation Management, Wharton, University of Pennsylvania "Creating unique customer engagements is an essential ingredient of the 'Starbucks Experience.' Crafting an authentic culture is essential to insuring that all employees consistently execute and innovate the highest quality customer experience. Linden and Chris provide a unique framework and road map to build this culture within large and small organizations." -- Arthur Rubinfeld, chief creative officer and president, Global Innovation and Evolution Fresh Retail, Starbucks "Smart phones, smart networks, and personalized apps are changing the way people live and work--giving control to an emerging class of globally connected customers that have the power to shift markets. Linden and Chris Brown’s work will help you understand what is happening and what it means to your business.” -- David Thodey, Chief Executive Officer, Telstra "Over the 40+ years of my life in business I have always known that a customer culture is the key to success. How to achieve it has been a continuous search and challenge. This book is the clearest roadmap I have read to truly achieve a customer culture and all the benefits it brings.” -- John Stanhope, Chairman, Australia Post "Some books (alas, very rare) summarise well-researched management theory, combined with current best practice, to deliver powerful and pragmatic guidelines for growing shareholder value. This is one such book. Read it. Enjoy it. It is a powerful contribution to best practice.” -- Malcolm MacDonald, Emeritus Professor, Cranfield University School of Management "Smart phones, smart networks, and personalized apps are changing the way people live and work,giving control to an emerging class of globally connected customers that have the power to shift markets. Linden and Chris Brown’s work will help you understand what is happening and what it means to your business.”--David Thodey, Chief Executive Officer, Telstra "Over the 40+ years of my life in business I have always known that a customer culture is the key to success. How to achieve it has been a continuous search and challenge. This book is the clearest roadmap I have read to truly achieve a customer culture and all the benefits it brings.”--John Stanhope, Chairman, Australia Post "Some books, alas very rare, summarise well-researched management theory, combined with current best practice, to deliver powerful and pragmatic guidelines for growing shareholder value. This is one such book. Read it. Enjoy it. It is a powerful contribution to best practice.”--Malcolm MacDonald, Emeritus Professor, Cranfield University School of Management "This easy to read book provides essential and unique guidance for driving the critical relationship between customer centricity and sustained organisational performance."-—Dr Ramzi Fayed, Executive Dean, Australian Graduate School of Leadership