Foundations For Customer Centricity
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Foundations For Customer Centricity
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Author : James Dodkins
language : en
Publisher: Lulu.com
Release Date :
Foundations For Customer Centricity written by James Dodkins and has been published by Lulu.com this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Foundations For Customer Centricity
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Author : James Dodkins
language : en
Publisher:
Release Date : 2014-12-31
Foundations For Customer Centricity written by James Dodkins and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-12-31 with categories.
"From the day we founded The Ritz-Carlton, our vision has been to be the very best at what we do. In order to achieve success it has been essential to have a solid foundation, a clear roadmap and solid processes for our people. In this book, James examines the importance of a solid foundation for any organization or individual. A story that provides true inspiration."Hervé Humler - President, The Ritz-Carlton Hotel CompanyDodkins exposes the customer centricity myths that are holding back the most well-meaning organizations. Important lessons for anyone involved in owning, running, or improving any business - any size, any level, and any industry.Shep Hyken, New York Times bestselling author of The Amazement Revolution"Thank you so much for writing this book! It skewers the dangerous myths that customer-centricity can be achieved through "lipstick on the pig" internal changes or minor tweaks to stock mega-consultant methodologies. It is the clearest and simplest statement I have yet seen espousing the true foundations of customer-centricity.A mentor of mine observed that the biggest threat to the success of innovative projects was the inability to let go of "cherished notions." The ideas in this book are stunning in their simplicity and compelling in their impact, but only for those readers willing to reconsider deeply held, though often unexamined, "cherished notions" about how business should be structured and guided. Some salient examples:Trying "to exceed customer expectations every time," far from being a formula for success, is, in fact, an oxymoron"Voice of the Customer" exercises are not only a waste of time, but, in fact, may be worse than doing nothing. That most companies today have become caught in the trap of defining the business they are in by what they do, not by what outcome they are there to achieve.Categorizing customers by market segment is counter-productive. We should instead categorize customers by need With rare exceptions, offering customer's options is a high-cost, failure prone admission that we don't truly understand their need.That transforming into a true customer-centric organization need NOT require a massive "change management" initiative... but rather, first and foremost, a change in mindset and measurement systems And, finally and most importantly, we must stop investing in the delusion that hierarchical organizational structures based on division of specialized labor is somehow an immutable natural law as opposed to a 200+ year old human-originated concept that has outlived its usefulness.This book also (thankfully!) challenges the assumption that business books have to be 400 pages long."Steve Melville - Director, Oracle"Who knew a book on customer centricity could elicit as many a-ha moments as it does laughter? Dodkins writes in an authentic, passionate and dedicated voice - quickly joining the ranks of other industry greats. What he has created here is an intriguing, at times even uncomfortable, and ultimately compelling case in the power of foundations, practices and outcomes of true customer centricity. Designed as a quick read, bring this book on your next flight or to the local coffee shop. When you lift your head from the final page, or even after a chapter in between, be prepared for the desire that will overtake you to reexamine the customer experience you are in and those that you are - or are not - creating at your organization."Erika Westbay - Managing Director, Organization by Design at The Nature Conservancy (www.nature.org)
Winning Customer Centricity
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Author : Denyse Drummond-Dunn
language : en
Publisher: C3centricity
Release Date : 2015-02-25
Winning Customer Centricity written by Denyse Drummond-Dunn and has been published by C3centricity this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-02-25 with categories.
Customer centricity isn't just a goal or buzzword; it's a make-or-break necessity for succeeding in business today. In fifty short chapters (one for each week of the year), this book accompanies you on your journey to increased customer centricity. Its unique approach enables you to strategically turn your organisation into a customer-focused powerhouse, from the inside out. Winning Customer Centricity will show you how to: Integrate customers into your company's very DNA, from strategy to infrastructure Choose and connect with the right customers and build long-term relationships Reinvent your brand to ignite and maintain customer demand and loyalty ..... and a whole lot more. Whether you're starting a new company, seeking to turn around one that's underperforming, or working to build upon a solid foundation, Winning Customer Centricity will help you to put your customers where they belong-at the very heart of your business!
Handbook On Customer Centricity
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Author : Robert W. Palmatier
language : en
Publisher: Edward Elgar Publishing
Release Date : 2019
Handbook On Customer Centricity written by Robert W. Palmatier and has been published by Edward Elgar Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019 with Business & Economics categories.
Drawing on the expertise of leading marketing scholars, this book provides managers and researchers with insights into the fundamentals of customer centricity and how firms can develop it. Customer centricity is not just about segmentation or short-term marketing tactics. Rather, it represents an organization-wide philosophy that focuses on the systematic and continuous alignment of the firm’s internal architecture, strategy, capabilities, and offerings with external customers.
Customer Centricity
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Author : Peter Fader
language : en
Publisher:
Release Date : 2012
Customer Centricity written by Peter Fader and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Business planning categories.
Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.
Service Management And Marketing Principles
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Author : Jay Kandampully
language : en
Publisher: Taylor & Francis
Release Date : 2024-06-07
Service Management And Marketing Principles written by Jay Kandampully and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-06-07 with Business & Economics categories.
This book explores the service economy and challenges that all organizations face as goods and services make way for a world where customers (B2C) and businesses (B2B) seek seamless, thoughtful, and exceptional experiences. This book introduces readers to a range of interrelated topics and the application of service management and marketing theories which are fundamentally critical to the success of all enterprises seeking competitive advantage through enhanced customer experience. This book analyses management and marketing challenges in the service and experience economy and provides insights into how marketers and managers can strike a balance between supply, demand, price, and quality and leverage technology for operational efficiency and to better manage customer service and expectations. Through the coverage of critical foundational topics, from how value is created; the evolution of global economies from goods, services to experiences; foundations of customer-centric management; managing service workers; integrating human touch with high-tech service; and many others, the authors provide a holistic understanding of management in a complex, globally interconnected world. This book will be useful for students, researchers, and instructors of business management, marketing, commerce, and economics. It will also be of interest to professionals working in healthcare, retail, financial services, government hospitality, leisure, tourism, and other services.
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.
Authentic Customer Centricity
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Author : Alkhatani Saad Zafer
language : en
Publisher: IAP
Release Date : 2015-06-01
Authentic Customer Centricity written by Alkhatani Saad Zafer and has been published by IAP this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-06-01 with Business & Economics categories.
This book offers a breakthrough formula for creating a sustainable customer centric organization, which forms the key to enduring business success. This new blueprint entails a systematic and integrated journey towards customer centricity. In this book, Dr. Zafer has provided a sorely needed guidebook for executives to become a successful customer centric company. He shows us how companies can deliver a superior customer experience that result in trusted customer relations that can boost profitability. This is the book you should read if you want to deliver a superior customer experience in a sustainable way.
Customer Centric Marketing Strategies Tools For Building Organizational Performance
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Author : Kaufmann, Hans-Ruediger
language : en
Publisher: IGI Global
Release Date : 2012-11-30
Customer Centric Marketing Strategies Tools For Building Organizational Performance written by Kaufmann, Hans-Ruediger and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-11-30 with Business & Economics categories.
As customer orientation continues to gain importance in the marketing field, there has been a growing concern for organizations to implement effective customer centric policies. Customer-Centric Marketing Strategies: Tools for Building Organizational Performance provides a more conceptual understanding on customer-centric marketing strategies as well as revealing the success factors of these concepts. This book will discuss how to improve the organizations financial and marketing performance.
The Customer Base Audit
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Author : Peter Fader
language : en
Publisher: University of Pennsylvania Press
Release Date : 2022-11
The Customer Base Audit written by Peter Fader and has been published by University of Pennsylvania Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-11 with Business & Economics categories.
As a leader in your organization, you will be very familiar with your organization's key financial statements and monthly management reports. You may have spent countless hours discussing budgets and expenditures. But how much time have you spent reflecting on the fact that these revenues are generated by actual customers--the people who pull out their wallets and pay for your products and services? In The Customer-Base Audit: The First Step on the Journey to Customer Centricity, experts Peter Fader, Bruce Hardie, and Michael Ross start you on the path toward really getting to understand your customers' buying behavior as well as the health of your overall customer base. A customer-base audit is a systematic review of the buying behavior of a firm's customers using data captured by its transaction systems. It will help you answer questions such as: -- How healthy is your customer base? How realistic are your growth objectives? -- How do your customers differ in terms of their behavior and value? -- How has the quality of your customers changed over time? -- What changes in customer behavior lie behind period-to-period changes in firm performance? -- What is important to your high-value customers? Which products help you acquire and retain your best customers? Fader, Hardie, and Ross present five "lenses" through which an executive can address questions like those above. The answers are often lurking in various parts of the organization, but it is rare to find all the relevant analyses in one place, let alone performed on a regular basis (as an audit should be). Yet without such a basic, systematic understanding of the foundations of the firm's primary source of cash flow, how can executives make informed decisions? Fader, a Wharton professor, is the author of Customer Centricity and coauthor of The Customer Centricity Playbook, both of which have helped businesses radically rethink how they relate to customers. In this first step of the journey, Fader, Hardie, and Ross assist leaders in gaining a fundamental understanding of their customers' buying behavior--and thus their company as a whole.