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A Customer Oriented Manager For B2b Services
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Book Synopsis A Customer-oriented Manager for B2B Services by : Valerie Mathieu
Download or read book A Customer-oriented Manager for B2B Services written by Valerie Mathieu and published by John Wiley & Sons. This book was released on 2022-04-05 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: The notion of customer orientation is becoming a necessity rather than a choice for many companies. It is a lasting response to competitive pressure and supports the company in a renewed definition of its mission, beyond direct economic gain. Within B2B services, the manager, through proximity to their team, their market and their client, is the essential actor in the deployment of this orientation. A Customer-oriented Manager for B2B Services provides managers with the knowledge and tools necessary to implement customer orientation themselves, with the involvement of their extended team. To this end, this book presents a four-step approach: understand the fundamentals of customer orientation in B2B services, know the customer, make the most of the offer and deliver the service.
Book Synopsis A Customer-oriented Manager for B2B Services by : Valerie Mathieu
Download or read book A Customer-oriented Manager for B2B Services written by Valerie Mathieu and published by John Wiley & Sons. This book was released on 2022-02-28 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: The notion of customer orientation is becoming a necessity rather than a choice for many companies. It is a lasting response to competitive pressure and supports the company in a renewed definition of its mission, beyond direct economic gain. Within B2B services, the manager, through proximity to their team, their market and their client, is the essential actor in the deployment of this orientation. A Customer-oriented Manager for B2B Services provides managers with the knowledge and tools necessary to implement customer orientation themselves, with the involvement of their extended team. To this end, this book presents a four-step approach: understand the fundamentals of customer orientation in B2B services, know the customer, make the most of the offer and deliver the service.
Download or read book One to One B2B written by Don Peppers and published by Crown Business. This book was released on 2009-01-21 with total page 315 pages. Available in PDF, EPUB and Kindle. Book excerpt: A second volume in the series that began with The One to One Manager analyzes the experiences of seven top companies to offer guidance on such issues as hiring and training the best salespeople and selling multiple product lines.
Book Synopsis That's Customer Focus! by : F. Ray Miller
Download or read book That's Customer Focus! written by F. Ray Miller and published by That's Customer Focus!. This book was released on 2008 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: Differentiate your business by sharpening your Customer Focus or risk giving your competitors a competitive advantage.The-best-of-the-best do this. They know that the only long-term strategy that effectively creates customer loyalty, long-term profitability and which strengthens both internal service performance and productivity is a Customer-Focused strategy.This outstanding book explains what it takes to become truly Customer-Focused. It provides detailed, step-by-step instructions on what you need to do to create customer focus throughout your entire organization. We describe in detail, 12 proven 'best practices' strategies which you can learn from and use to create your own customer focus strategy and implementation plan. This book contains over 200 pages of detailed explanations, real world examples, stories and case studies as well as exercises and worksheets which have been designed to help you achieve greater customer focus in your organization, company, department or team.
Book Synopsis B2B Customer Experience by : Paul Hague
Download or read book B2B Customer Experience written by Paul Hague and published by Kogan Page Publishers. This book was released on 2023-05-03 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: Use this bestselling and practical guide to steer you through how to create exceptional customer experience for the modern B2B consumer. This new edition explores key topics such as AI, the role of IT in customer experience and customer relationship management. B2B Customer Experience shows readers how to deliver the very best customer experience within the business-to-business industry. Intensely practical in its approach, it is divided into five parts to walk readers through the journey of planning, mapping, structuring, implementing and controlling an effective customer experience, all bespoke for the B2B environment. Now newly revised, this new edition will provide new case studies demonstrating what makes for good or bad customer experience as well as providing new tactics and strategies that will help build an effective customer experience plan. This new edition also aims to guide the reader on how to successfully incorporate AI into their strategy whilst still delivering great customer experience. Discussing some of the best-known examples of consumer-focused customer experiences from companies such as Zappos, Nordstrom and John Lewis, B2B Customer Experience is the must-have text for any marketing professional working within a B2B environment.
Book Synopsis Winning with Customers by : D. Keith Pigues
Download or read book Winning with Customers written by D. Keith Pigues and published by John Wiley & Sons. This book was released on 2010-08-09 with total page 502 pages. Available in PDF, EPUB and Kindle. Book excerpt: Do Your Customers Make More Money Doing Business With You? Knowing the answer can help you build measurable and valuable customer relationships, outperform the competition, and unlock profitable growth. Companies are blind to opportunities for profitable customer relationships without a deep understanding of how they create customer value relative to competitors. With a rigorous and measurable understanding of how customers make more money today and in the future with you, combined with supporting plans and tools to align the entire organization for success, a company can win and win big. Winning with Customers offers a step-by-step playbook to help companies develop this capability for themselves, act on it, build a culture around it and sustain it over time. The playbook includes case studies, interviews, and tools from leading B2B companies who have demonstrated success. Written by recognized business thought leaders and practitioners, this book will guide you to profitable growth. The book also serves as a launch point into a community of like-minded executives that includes a companion website which offers exercises, access to thought leaders, and other tools help you win with customers.
Book Synopsis Service Management and Marketing Principles by : Jay Kandampully
Download or read book Service Management and Marketing Principles written by Jay Kandampully and published by Taylor & Francis. This book was released on 2024-06-07 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Customer Centricity by : Peter Fader
Download or read book Customer Centricity written by Peter Fader and published by . This book was released on 2012 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Customer at the Heart by : John O'Connor
Download or read book Customer at the Heart written by John O'Connor and published by . This book was released on 2019-03-15 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis The Seven Myths of Customer Management by : John Abram
Download or read book The Seven Myths of Customer Management written by John Abram and published by John Wiley & Sons. This book was released on 2005-08-05 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this lively and readable book, the authors argue that in recent years far too much has been made of customer satisfaction, and that this has come at the expense of hard-edged consumerism. Whether or not "the customer is king," the first rule of business is to make money. Pragmatic and practical, the book destroys seven key myths about customer management that have gained almost folkloric status, and provides a step-by-step action plan for linking customer service with commercial goals.
Book Synopsis The Customer of the Future by : Blake Morgan
Download or read book The Customer of the Future written by Blake Morgan and published by HarperCollins Leadership. This book was released on 2019-10-29 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today! Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. The Customer of the Future explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't adapt to these new expectations won't last. This book prepares your organization for these increasing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world's most innovative companies are offering new and compelling customer experiences. Tomorrow's customers will insist on experiences that make their lives significantly easier and better. Craft a leadership development and culture plan to create lasting change at your organization!
Book Synopsis Strategic Customer Service by : John A. GOODMAN
Download or read book Strategic Customer Service written by John A. GOODMAN and published by AMACOM Div American Mgmt Assn. This book was released on 2009-05-13 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
Book Synopsis Fundamentals of Customer-Focused Management by : Joby John
Download or read book Fundamentals of Customer-Focused Management written by Joby John and published by Praeger. This book was released on 2003-12-30 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer-orientation, customer-centricity, and customer relationship management (CRM) are not new concepts or practices. But information technology has unleashed tremendous opportunities in dealing with a customer and in creating value to the customer. And yet the majority of CRM investments and initiatives fail because firms do not have the appropriate orientation to serving the customer. The principal aim of this book is to get the reader to think about th firm and the way it conducts its business in a certain way—with a customer focus. It is now becoming clearly evident that all firms compete on service. Providing superior service becomes a prerequisite for any differentiation strategy to succeed. To provide superior service for a competitive advantage requires a concrete understanding of what service-orientation means. This orientation, in the form of frame of mind, is essential for the firm to take advantage of opportunities and to address the challenges so as to gain a competitive advantage. For excellent service firms, the challenges and opportunities in providing services are a constant endeavor. For others, these challenges and opportunities are not that obvious. A complementary aim of this book, therefore, is to instill into the reader the principles of managing services.
Book Synopsis Building the Customer-Centric Enterprise by : Claudia Imhoff
Download or read book Building the Customer-Centric Enterprise written by Claudia Imhoff and published by Wiley. This book was released on 2001 with total page 516 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Customer Focus by : Sorin Dumitrascu
Download or read book Customer Focus written by Sorin Dumitrascu and published by . This book was released on 2017-01-08 with total page 106 pages. Available in PDF, EPUB and Kindle. Book excerpt: In order to be successful, companies need to listen and respond to customers' needs and expectations. This helps companies to find out what customers really want from them and what they really think of their services. It also helps them to keep existing customers and attract new ones.There are five main ways of getting feedback from customers. You can simply observe your customers' behavior, hold a focus group, or conduct a survey. You can also use your salespeople and customer service teams to glean feedback from customers. The Web, e-mail, and social networking allow you to gather feedback from customers in any location. Each provide their own types of data, and companies should choose which ones suit them best.There are four main steps involved in exploring customer needs. First you need to gather information about the customers' current situation. You then try to discover their desired situation. You also need to investigate any past experiences they may have had with products similar to yours and finally you carry out a gap analysis.Companies need to manage customer expectations in order to try and provide the final outcome they expect. Customers expect a collaborative relationship, choice, and good value. They also expect prompt response and dispute resolution, a feeling of importance, transparency, two-way communication, and relevant marketing campaigns.CRM systems help you to efficiently manage your customers' expectations. There are different strategies for this that ensure that the needs of your customers are met quickly and completely. CRM also helps you to provide effective, efficient processes and put your customer at the center of the organization. Finally CRM provides end-to-end connectivity that links the organization with its internal and external customers and its suppliers.Every organization that wants to move to being more customer focused should have a strategy in place. This customer-focused strategy is built around three key decisions.The appropriate scale and scope of your strategy is the first crucial decision. This refers to the elements that need to be involved in your organization's customer focus solution.Next, you must decide the level of integration between these elements. Finally, you need to make the decision whether to create a low, moderate, or high level of customer focus.When designing your strategy, taken into account the relevant operational strategies for becoming more customer focused that already exist, including Six Sigma and customer relationship management (CRM).
Book Synopsis Maximizing Lead Generation by : Ruth Stevens
Download or read book Maximizing Lead Generation written by Ruth Stevens and published by Pearson Education. This book was released on 2012 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Hands-On, Up-to-the-Minute Guide to Generating Better-Qualified, Quicker-to-Close B2B Leads! Lead generation is "Job One": B2B marketers' single most important objective. Maximizing Lead Generation brings together everything you need to know to do it right. Fast-paced and 100% practical, it will help you achieve outstanding results in any B2B marketplace from enterprise technology to industrial equipment to professional services. World-renowned expert Ruth P. Stevens helps you bring science and systematization to all facets of lead generation, building on process, best practices, continuous testing, and ongoing improvement. You'll learn how to maximize the value of tried-and-true B2B tools and the newest social, web, and search technologies. Stevens offers indispensable insights for the entire lead lifecycle, including qualification, nurturing, measurement, and tracking. Organized for clarity, usability, and speed, this book will help you supercharge salesforce productivity and company profits. You'll Learn How To: · Develop and refine rules that consistently lead to higher-quality leads · Gain deeper insights into your customers and their buying processes · Build sophisticated, accurate marketing databases · Identify the media most likely to work for you · Execute highly effective campaigns · Drive huge ROI improvements · Use BANT and other qualification criteria · Apply new "nurturing" techniques to convert "duds" into "diamonds" · Track results and quantify the business value of campaigns · Utilize best practices content marketing and marketing automation · Integrate continuous improvement into lead generation · Discover 10 trends that will transform the way you prospect
Book Synopsis Business to Business Marketing Management by : Alan Zimmerman
Download or read book Business to Business Marketing Management written by Alan Zimmerman and published by Routledge. This book was released on 2021-12-22 with total page 486 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business to Business (B2B) markets are considerably more challenging than consumer markets and demand a more specific skillset from marketers. B2B buyers, often dealing with highly complex products, have specialist product knowledge and are far more knowledgeable and demanding than the average consumer. This textbook takes a uniquely international approach to this complex environment, the result of an international team of authors and real-life cases from across the globe. This new edition has been fully revised with new and updated case studies from a variety of regions. Every chapter has been brought in line with current business to business research, alongside new coverage of non-profit and government marketing, digital marketing, ethics, and corporate social responsibility. Other unique features include: • The placement of B2B in a strategic marketing context. • A full discussion of strategy in a global setting including hypercompetition. • A detailed review of global B2B services marketing, trade shows, and market research. More selective, shorter, and easier to read than other B2B textbooks, this is ideal for introductory B2B and intensive courses. It is also comprehensive enough to cover all the aspects of B2B marketing management that any marketer needs, whether they are students or practitioners seeking to improve their knowledge. The textbook is also accompanied by an extensive collection of resources to aid tutors, including a full set of PowerPoint slides, test bank of questions, and practical exercises to aid student learning.
