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Author: Peter Fader
Publisher: University of Pennsylvania Press
Published: 2018-10-30
Total Pages: 136
ISBN-13: 1613631413
DOWNLOAD EBOOK →A 2019 Axiom Business Award winner. In The Customer Centricity Playbook , Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and every consumer.
Author: Frank Bradley
Publisher: John Wiley & Sons
Published: 2003-06-02
Total Pages: 316
ISBN-13:
DOWNLOAD EBOOK →Provides a short and concise look at the field. * Presents information that will have an international appeal.
Author: Suman Sarkar
Publisher: National Geographic Books
Published: 2019-09-03
Total Pages: 0
ISBN-13: 1523099755
DOWNLOAD EBOOK →Businesses worry about new technologies, but customers are the ultimate disruptors—Suman Sarkar offers bold strategies for making sure you understand your customers and keep up with their ever-changing needs. Disruption—the brutal roiling of markets, the decline of long-established brands and products, and the rise of new upstarts—drives business failure and success. Most people think technology causes disruption, but technology merely enables it. Changing customer needs cause disruptions, and too many businesses get caught unaware. Suman Sarkar offers proven strategies that will enable any business to stay radically close to its customers and address their evolving needs. He argues that businesses need to focus on existing customers first—research shows they’re likely to spend more and are more profitable than new customers. Personalization is becoming important for the newer generations in both developed and developing markets, so Sarkar describes approaches to make them cost-effective. In our era of instant gratification, customers want what they want now—Sarkar explains how you can develop and deliver products and services faster than ever. And since a few bad Yelp reviews, social media posts, or angry tweets from customers can ruin you, Sarkar shows how to proactively make sure the quality of your products and services stays better than that of your competitors. The key to survival in this era of changing customer needs is to focus on and address them quickly so customers don’t switch to the competition. Drawing on his experiences with leading companies worldwide, Sarkar offers five strategies and techniques that will keep you ahead of the curve.
Author: Travis Lowdermilk
Publisher: O'Reilly Media
Published: 2020-02-24
Total Pages: 211
ISBN-13: 1492058688
DOWNLOAD EBOOK →If you’re striving to make products and services that your customers will love, then you’ll need a customer-driven organization. As companies transform their businesses to meet the demands of the digital age, they find themselves grappling with uniquely human challenges. Organizational knowledge becomes siloed, employees move to safeguard their expertise, and customer data creates polarization and infighting between teams. All of these challenges widen the distance between the people who make your products and the customers who use them. To meet today’s challenges, companies need to do more than build processes for customer-driven products. They need to create a customer-driven culture. With the help of his friend and mentor Monty Hammontree, Travis Lowdermilk takes readers through the cultural transformation of the Developer Division at Microsoft. This book shows readers how to "hack" their culture and reduce the distance between them and their customers’ needs. It’s a uniquely personal story that’s told amidst a cultural revolution at one of the largest software companies in the world. This story acts as your guide. You’ll learn how to: Establish a Common Language: Help employees change their thinking and actions Build Bridges, Not Walls: Treat product building as a team sport Encourage Learning Versus Knowing: Help your team understand their customers Build Leaders That Build Your Culture: Showcase star employees to inspire others Meet Teams Where They Are: Make it easy for teams to to adopt vital behavior changes Make Data Relatable: Move beyond numbers and focus on empathizing with customers
Author: Marion Debruyne
Publisher: Kogan Page Publishers
Published: 2014-05-03
Total Pages: 263
ISBN-13: 0749471654
DOWNLOAD EBOOK →A new set of organizations has discovered a new formula: they combine customer-centricity with innovative power. These organizations have created a completely outside-in approach to the market. Not driven by what they're good at, they start with the market and design their strategy around it, replacing practices of the past with a new set of capabilities which enable them to be ahead of the curve in discovering new market opportunities. Whereas the traditional value chain model regards the market as the end-outcome of the efforts of the organization, the reversed value chain model starts there. The customer is the starting point and the value chain is the result of understanding customer needs and requirements. Customer Innovation presents this unique case for developing the outside-in organization to drive your business success, combining market orientation with innovation to enable actionable positive change in the way your company does business. Winner of the Innovation and Entrepreneurship category of the 2015 CMI Management Book of the Year Awards, Customer Innovation provides every business with the framework it needs to combine customer focus with innovation to achieve success. It is packed with real world examples from a range of leading global companies including Disney, Coca-Cola, LEGO, Eurex, Netflix, KLM, Carglass, Komatsu, Callebaut and more to help you put market awareness at the heart of your business.
Author: Steven P. Schnaars
Publisher:
Published: 1991
Total Pages: 344
ISBN-13:
DOWNLOAD EBOOK →Schnaars stresses that business strategy must be customer-driven to be successful. He begins by explaining marketing's influence on business strategy and then gives a brief history of marketing strategy. He discusses Boston Consulting Group's growth share matrix, Michael Porter's three generic strategies, the standardization-customization debate within a global perspective, the ongoing empirical study, PIMS (profit impact of market strategies), and product life cycle (product and market evolution). Other subjects covered include market share, assessing competition, product differentiation, market segmentation, quality, and speed (shorter cycles) as strategy. The book concludes with a discussion of long-term customer satisfaction. ISBN 0-02-927953-4: $35.00.
Author: Joe Heapy
Publisher: Kogan Page Publishers
Published: 2018-07-03
Total Pages: 217
ISBN-13: 0749483024
DOWNLOAD EBOOK →Service design is the activity of utilizing resources and people to build and sustain services that not only meet customers' needs, but also add that little bit of magic or true competitive advantage. In an overcrowded marketplace there is often little opportunity to break away from the pack and influence customer perceptions; Customer-Driven Transformation demonstrates how to use design thinking as a driver for organizational change to translate your vision into compelling services that will delight your customers. How did companies like Netflix, Airbnb and Uber revolutionize industries and win loyal followers? They started here. By thinking about what customers need foremost, you can reinvent your value proposition and deliver services that work. Customer-Driven Transformation shows how to instill an outside-in approach to strategy, moving away from management that's technology, marketing or resource optimization-led, towards being customer-inspired and experimental with innovation. It is a practical guide for any business to lead a transformational programme and use design thinking to change how services are created, ensuring they are expertly designed, elegant in use and advance in customer-mindedness. With ground-breaking case studies from the likes of E.On Energy, Hyundai Motor Company and Bupa, this cutting-edge book will empower companies to take control of customer experience and deliver long-lasting and impactful change. Focusing on one of the hottest management topics, it is an inspiring read for any business leader to understand how to reinvent their value proposition, gain market share and win customers.
Author: Peter Fader
Publisher:
Published: 2012
Total Pages: 128
ISBN-13:
DOWNLOAD EBOOK →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.
Author: Thomas F. Wallace
Publisher: Oliver Wight Limited Publications
Published: 1992
Total Pages: 318
ISBN-13:
DOWNLOAD EBOOK →Customer Driven Strategy Thomas F. Wallace Strategic Planning, in many companies, consists of annual treks to resorts for two days of planning and one day of golf. These strategy "retreats" often produce impressive, bound plans, which tend to collect dust on the bookshelves of managers throughout the company. The net impact on the business is obviously nil. Despite this annual performance gap, developing a dynamic operating strategy is essential to the survival and success of every enterprise. It's also critical for companies to develop a viable strategy by creating customer-driven plans, focused on consistently delivering value to the customer in every aspect of a company's operation. Customer-Driven Strategy takes you beyond the traditional approaches to planning and strategy implementation. It brings the reality of delivering value to your customers into the essential aspects of your business. It helps you to create, implement, and manage a flexible, dynamic plan that's committed to your customer. Tom Wallace shows how to develop this customer-driven perspective by implementing a holistic, fully integrated strategic approach in the following areas: Initiating a customer-driven planning process Leveraging continuous-improvement initiatives Developing innovative approaches in high performance work teams Creating a learning environment that fosters constant innovation Maximizing the market impact of new products Using planning and control systems to their greatest potential Sustaining new partnerships with suppliers for competitive advantage Developing accurate, effective performance measures Implementing customer-driven strategies for the maximum benefit of the business-and your customers Packed with practical advice and guidelines, Customer-Driven Strategy gives you the proven tools and techniques to realize significant improvements in your company's operations-today. In addition, you can learn how Hewlett Packard, Steelcase, Tellabs, and other companies dramatically improved their performance through customer-focused strategic planning.
