Client Centricity

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Client Centricity

Author : Jan U. Hagen
Publisher : Murmann Publishers GmbH
ISBN 13 : 3867744831
Total Pages : 198 pages
Book Rating : 4.8/5 (677 download)

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Book Synopsis Client Centricity by : Jan U. Hagen

Download or read book Client Centricity written by Jan U. Hagen and published by Murmann Publishers GmbH. This book was released on 2015-06-11 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: The financial market crisis has brought the very business models of many banks into question. What lessons should banks take from these events? What consequences will the industry have to face when dealing with clients? These questions are at the center of this book, with contributions from renowned experts and examples from theory and practice. Client commitment – the pursuit of pure customer focus – has become a success factor in many areas of the banking industry. This book sheds light on the theoretical aspects of client commitment and shows how its various facets are being put into practice.

The Client Centric Protagonist

Author : Nilakantasrinivasan J
Publisher : Nilakantasrinivasan J
ISBN 13 :
Total Pages : 106 pages
Book Rating : 4.8/5 (366 download)

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Book Synopsis The Client Centric Protagonist by : Nilakantasrinivasan J

Download or read book The Client Centric Protagonist written by Nilakantasrinivasan J and published by Nilakantasrinivasan J. This book was released on 2022-06-18 with total page 106 pages. Available in PDF, EPUB and Kindle. Book excerpt: - How can I, as an individual, become more client-focused? - How can we, as a company, foster client-centered transformation and culture? If you are looking for answers to the two questions mentioned above, then this is your book. The author, Nilakantasrinivasan J has presented the answers as a story of Parth, an Indian Army veteran who joins a specialty chemicals company called SPKEM as an account manager. Without the requisite domain knowledge, will he steer himself and his organization from a brewing storm? Over 300+ books have been written on this topic, so why one more? In author's 25 years in the industry, he has closely studied organizations in B2C, as well as B2B, through the lens of their policies, processes, technology, culture, and people, and at the same time listened to their client-side stories. Client Centricity is a perpetual quest for most organizations, and a lot has been accomplished, but CXOs are still curious as to why all this doesn’t translate into business growth and why are clients leaving? What do clients value? Author gives you workable methods, not empty promises. It presents a planned program with approaches, tools and tips for account managers, business development managers, customer success managers, business heads, CXOs, entrepreneurs, consultants & business students. The book presents the 7 Acts of Client Centric Professional, Client Centric Value Plan, Stakeholder Engagement, 3Level Client Centricity Framework and Human-to-Human (H2H) approach.

Customer Centricity

Author : Peter Fader
Publisher :
ISBN 13 :
Total Pages : 128 pages
Book Rating : 4.:/5 (113 download)

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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.

Handbook on Customer Centricity

Author : Robert W. Palmatier
Publisher : Edward Elgar Publishing
ISBN 13 : 1788113608
Total Pages : 384 pages
Book Rating : 4.7/5 (881 download)

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Book Synopsis Handbook on Customer Centricity by : Robert W. Palmatier

Download or read book Handbook on Customer Centricity written by Robert W. Palmatier and published by Edward Elgar Publishing. This book was released on 2019 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

The Palgrave Handbook of Managing Continuous Business Transformation

Author : Horst Ellermann
Publisher : Springer
ISBN 13 : 1137602287
Total Pages : 639 pages
Book Rating : 4.1/5 (376 download)

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Book Synopsis The Palgrave Handbook of Managing Continuous Business Transformation by : Horst Ellermann

Download or read book The Palgrave Handbook of Managing Continuous Business Transformation written by Horst Ellermann and published by Springer. This book was released on 2016-12-27 with total page 639 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook provides a comprehensive and unparalleled reference point for studying continuous business transformation. Asserting that change will be the new normal and highlighting the fact that business transformation can never be complete, this important resource is a tool for coping with ongoing change in order to become and stay resilient, the predominant concern of executives across industries. Containing case study material to illustrate issues and solutions, The Palgrave Handbook of Managing Continuous Business Transformation takes an interdisciplinary approach weaving together strategic concepts with real-life experiences, connecting human resource issues with shifts in information technology and linking customers with the businesses from which they buy. Structured into four parts; transformational shifts, achieving customer centricity, dealing with new technology and leading the change, this handbook is crucial reading for academics, scholars and practitioners of business transformation.

Customer Centricity

Author : Peter Fader
Publisher : University of Pennsylvania Press
ISBN 13 : 1613631022
Total Pages : 150 pages
Book Rating : 4.6/5 (136 download)

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Book Synopsis Customer Centricity by : Peter Fader

Download or read book Customer Centricity written by Peter Fader and published by University of Pennsylvania Press. This book was released on 2020-05-26 with total page 150 pages. Available in PDF, EPUB and Kindle. Book excerpt: A powerful call to action, Wharton professor Peter Fader's book, Customer Centricity, upends some of our most fundamental beliefs about customer service, customer relationship management, and customer lifetime value. Fader advocates that in the world of customer centricity, there are good customers … and then there is pretty much everybody else.

The Customer Centricity Playbook

Author : Peter Fader
Publisher : University of Pennsylvania Press
ISBN 13 : 1613631413
Total Pages : 136 pages
Book Rating : 4.6/5 (136 download)

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Book Synopsis The Customer Centricity Playbook by : Peter Fader

Download or read book The Customer Centricity Playbook written by Peter Fader and published by University of Pennsylvania Press. This book was released on 2018-10-30 with total page 136 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Authentic Customer Centricity

Author : Alkhatani Saad Zafer
Publisher : IAP
ISBN 13 : 162396914X
Total Pages : 117 pages
Book Rating : 4.6/5 (239 download)

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Book Synopsis Authentic Customer Centricity by : Alkhatani Saad Zafer

Download or read book Authentic Customer Centricity written by Alkhatani Saad Zafer and published by IAP. This book was released on 2015-06-01 with total page 117 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

The Future of Luxury Customer Experience

Author : Gabriella Lojacono
Publisher : Kogan Page Publishers
ISBN 13 : 1398615463
Total Pages : 345 pages
Book Rating : 4.3/5 (986 download)

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Book Synopsis The Future of Luxury Customer Experience by : Gabriella Lojacono

Download or read book The Future of Luxury Customer Experience written by Gabriella Lojacono and published by Kogan Page Publishers. This book was released on 2024-08-03 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: What is a luxury customer experience and how can luxury brands best use emerging technologies in order to create truly unique, high-end experiences for their customers? These are the questions that The Future of Luxury Customer Experience has been designed to answer, as it explores how luxury brands can best utilize human touch and new technologies to deliver experiences that surprise and delight customers in a truly omnichannel environment. Using case studies from world-leading luxury retailers such as Ferrar, Cartier, Audemars Piguet, Mandarin Oriental, Valentino, Bottega Veneta and many others, this book explains what makes a luxury customer experience different. Learn how luxury brands need to evolve in order to adapt to the changing landscape, using data and the latest technology to provide exceptional customer experiences whilst protecting their customer's privacy. Written by experts from the world-leading SDA Bocconi School of Management, this book provides a thorough understanding of how to create and deliver luxury customer experiences that will build long-lasting customer loyalty, as well as how these experiences can build and support brand awareness. Covering topics such as arts and culture, authenticity, inclusivity and social responsibility, the use of AI and virtual experiences, as well as how to set KPIs to evaluate success, this book provides practical advice on how to create a luxury customer experience that will deliver exceptional results.

Fierce Leadership

Author : Susan Scott
Publisher : Currency
ISBN 13 : 038552904X
Total Pages : 338 pages
Book Rating : 4.3/5 (855 download)

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Book Synopsis Fierce Leadership by : Susan Scott

Download or read book Fierce Leadership written by Susan Scott and published by Currency. This book was released on 2011-01-11 with total page 338 pages. Available in PDF, EPUB and Kindle. Book excerpt: From the author of the acclaimed book Fierce Conversations comes the antidote to some of the most wrongheaded practices of business today. · “Provide anonymous feedback.” · “Hire smart people.” · “Hold people accountable.” These are all sound, business practices, right? Not so fast, says leadership visionary and bestselling author Susan Scott. In fact, these mantras — despite being long-accepted and adopted by business leaders everywhere — are completely wrongheaded. Worse, they are costing companies billions of dollars, driving away valuable employees and profitable customers, limiting performance, and stalling careers. Yet they are so deeply ingrained in organizational cultures that no one has questioned them. Until now. In Fierce Leadership, Scott teaches us how to spot the worst “best” practices in our organizations using a technique she calls “squid eye”–the ability to see the “tells” or signs that we have fallen prey to disastrous behaviors by knowing what to look for. Only then, she says, can we apply the antidote.. Informed by over a decade of conversations with Fortune 500 executives, this book is that antidote. With fierce new approaches to everything from employee feedback to corporate diversity to customer relations, Scott offers fresh and surprising alternatives to six of the so-called “best” practices permeating today’s businesses. This refreshingly candid book is a must-read for any manager or leader at any level who is ready to take a long hard look at what trouble might be lurking in their organization - and do something about it.

The WEALTHTECH Book

Author : Susanne Chishti
Publisher : John Wiley & Sons
ISBN 13 : 1119362156
Total Pages : 336 pages
Book Rating : 4.1/5 (193 download)

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Book Synopsis The WEALTHTECH Book by : Susanne Chishti

Download or read book The WEALTHTECH Book written by Susanne Chishti and published by John Wiley & Sons. This book was released on 2018-07-23 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: Get a handle on disruption, innovation and opportunity in investment technology The digital evolution is enabling the creation of sophisticated software solutions that make money management more accessible, affordable and eponymous. Full automation is attractive to investors at an early stage of wealth accumulation, but hybrid models are of interest to investors who control larger amounts of wealth, particularly those who have enough wealth to be able to efficiently diversify their holdings. Investors can now outperform their benchmarks more easily using the latest tech tools. The WEALTHTECH Book is the only comprehensive guide of its kind to the disruption, innovation and opportunity in technology in the investment management sector. It is an invaluable source of information for entrepreneurs, innovators, investors, insurers, analysts and consultants working in or interested in investing in this space. • Explains how the wealth management sector is being affected by competition from low-cost robo-advisors • Explores technology and start-up company disruption and how to delight customers while managing their assets • Explains how to achieve better returns using the latest fintech innovation • Includes inspirational success stories and new business models • Details overall market dynamics The WealthTech Book is essential reading for investment and fund managers, asset allocators, family offices, hedge, venture capital and private equity funds and entrepreneurs and start-ups.

Open Innovation in the Financial Services

Author : Daniel Fasnacht
Publisher : Springer Science & Business Media
ISBN 13 : 3540882316
Total Pages : 219 pages
Book Rating : 4.5/5 (48 download)

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Book Synopsis Open Innovation in the Financial Services by : Daniel Fasnacht

Download or read book Open Innovation in the Financial Services written by Daniel Fasnacht and published by Springer Science & Business Media. This book was released on 2009-02-11 with total page 219 pages. Available in PDF, EPUB and Kindle. Book excerpt: Open innovation means gathering new ideas from sources beyond organizational boundaries. It occurs when solutions to address clients’ needs are developed in collaboration and the resulting products and services are distributed through a flexible network of partners. Daniel Fasnacht’s book, the first of its kind, discusses open business models in the context of the financial services industry. He elaborates the drivers for strategic change such as increasingly sophisticated clients or demanding shareholders among other trends, including the recent global financial crisis, and explains why the transition from a closed model of operation to open innovation is vital. Various case studies illustrate how to integrate the client into the firm's innovation process and emphasize the importance of smart client segmentation and a holistic advisory model to serve clients around the globe. Leaders must develop a set of new management practices to be able to invest in multiple strategic directions. They are responsible for giving clients a remarkable experience and for creating social relationship capital based upon an open innovation culture. Open Innovation in the Financial Services provides a much-needed framework for helping to understand industry dynamics in banking and to make the most of organizational energy by using open innovation to sustain profitable growth. The book comes at the right time and offers a new mindset for business – not only for expansion strategies in general, but especially during turbulent times.

Managing Quality in Architecture

Author : Charles Nelson
Publisher : Routledge
ISBN 13 : 1351987860
Total Pages : 523 pages
Book Rating : 4.3/5 (519 download)

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Book Synopsis Managing Quality in Architecture by : Charles Nelson

Download or read book Managing Quality in Architecture written by Charles Nelson and published by Routledge. This book was released on 2017-11-27 with total page 523 pages. Available in PDF, EPUB and Kindle. Book excerpt: Completely revised throughout for this second edition, Managing Quality in Architecture addresses the new ISO 9001 standards after the significant 2015 revision. ISO 9001 is the global standard for quality, and firms certified under the 2008 edition have three years to upgrade their quality systems to the new Standard. This book helps architects, engineers and other designers working in the built environment to develop appropriate quality systems that meet the requirements of the international Standard. Importantly, the 2015 Standard integrates risk management with quality, something that earlier versions did not. Risk is an extremely important factor in professional design practice, and this important element is fully explored in the new edition. Similarly, the role of BIM in quality management is addressed as an integral part of practice. International contributions from the USA and Australia provide expertise in each topic, and case studies from the USA, Japan, Australia, New Zealand and the United Nations Office of Project Services provide easy-to-follow illustrations of the important areas to understand. The focus is completely practical, rather than theoretical, affording readers a concise picture of how the issues of excellence and quality performance flow across every aspect of design practice.

Working Misunderstandings

Author : Frauke Mörike
Publisher : transcript Verlag
ISBN 13 : 3839458676
Total Pages : 319 pages
Book Rating : 4.8/5 (394 download)

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Book Synopsis Working Misunderstandings by : Frauke Mörike

Download or read book Working Misunderstandings written by Frauke Mörike and published by transcript Verlag. This book was released on 2021-11-30 with total page 319 pages. Available in PDF, EPUB and Kindle. Book excerpt: Misunderstandings are often perceived as something to be avoided yet delineate an integrative part of everyday work. This book addresses the role that misunderstandings play in collaborative work and, above all, their effects on the organisational result. As exemplified by project collaboration across three offices of a multinational corporation in India, Frauke Mörike explores how misunderstandings shape the organisational system and why they prove not only necessary but even productive for organisational functioning. In doing so, she offers new ways to think about collaboration and establishes `misunderstanding' as a key factor of insight for the field of organisational research.

Effective Client Management in Professional Services

Author : Jack Berkovi
Publisher : Routledge
ISBN 13 : 1317145623
Total Pages : 336 pages
Book Rating : 4.3/5 (171 download)

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Book Synopsis Effective Client Management in Professional Services by : Jack Berkovi

Download or read book Effective Client Management in Professional Services written by Jack Berkovi and published by Routledge. This book was released on 2016-04-29 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do firms become Client-centric? Effective Client Management in Professional Services is about putting the Client first, everywhere, in the activities of professional services firms. The book introduces The Client Management Model to enable firms to assess their level of Client orientation and relationship development. It also features The Client Management Index which enables firms to benchmark their result against their peers. Many firms are still developing and improving their commercial structures and approaches to attract, develop and retain Clients. Characteristically, professional services firms tend to lag their consumer goods and service industry counterparts in overall commerciality. Only recently have they discovered the value of having a strong brand promise with the associated employee engagement. In many firms achievement of Client satisfaction is not a strategic objective; this may need to be reviewed. This book provides a comprehensive, pragmatic guide to the Client relationship journey, from identifying potential Clients to their engagement, care, retention, development, loyalty and beyond. The handbook format has exercises and tools which can help to establish which Clients are likely to be the most lucrative and thus provide the desired financial returns. The book also includes insights from top practitioners, anecdotes, case studies, charts and useful exercises and checklists. Readers can also determine their own level of effectiveness using the end of chapter reviews and a diagnostic tool to produce a Client Management Profile.

Selling Transformed

Author : Philip Squire
Publisher : Kogan Page Publishers
ISBN 13 : 1789665361
Total Pages : 273 pages
Book Rating : 4.7/5 (896 download)

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Book Synopsis Selling Transformed by : Philip Squire

Download or read book Selling Transformed written by Philip Squire and published by Kogan Page Publishers. This book was released on 2020-12-03 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn how to develop the values proven to boost sales performance, to ensure customers choose you over the competition in today's crowded marketplace. For years, sales people have struggled with cliched views of how they sell, while at the same time customers have become more sophisticated and discerning, stopping off at different or unconventional places in the sales funnel. The result is that the technique of sales people controlling the sales conversation and learning how to influence the customer no longer works. Selling Transformed introduces the new world of selling, and addresses the reasons why sales people are so poorly perceived. Selling Transformed provides fresh, tangible ideas on how to develop better sales practices. Focusing as much on the customers as on the sellers, it explains key theories of selling effectively and introduces four proven strategies that are based on the values customers look for in sales people: authenticity, client-centricity, proactive creativity and being tactfully audacious. Explaining what customers look for in sales people, and advising on how to develop and deliver these values, this is a new type of sales manual guaranteed to improve sales performance.

The Social Psychology of Organizations

Author : Joanna Wilde
Publisher : Routledge
ISBN 13 : 1317585402
Total Pages : 235 pages
Book Rating : 4.3/5 (175 download)

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Book Synopsis The Social Psychology of Organizations by : Joanna Wilde

Download or read book The Social Psychology of Organizations written by Joanna Wilde and published by Routledge. This book was released on 2016-03-31 with total page 235 pages. Available in PDF, EPUB and Kindle. Book excerpt: Healthy and successful organizations require the people who work within them to be happy, resilient and creative. Just as a human body is undermined if it suffers from sickness, so an organization can only function fully if the people who work within it feel engagement and well-being, and any toxic influences which shape or burden their working lives are resolved This important new title provides a much-needed overview not only of what it means for an organization to be weakened by pervasive psychological influences within the working environment, but also how this dysfunction can be addressed through psychological interventions. The book is split into three core sections: Toxicity and Dysfunction in the workplace, outlining structural, behavioural, emotional and cognitive sources of toxicity that undermine organizations Principles of the healthy workplace, outlining core concepts of belonging, contribution and meaning from which organizations in turn benefit Creating the healthy workplace, outlining a range of approaches to addressing organizational toxicity, including design thinking, positive psychology, and evidence-based approaches. Written by a practicing organizational psychologist, and including case studies to illustrate how toxicity at the micro level can impact upon wider organizational goals, the book draws on a wide range of literature to provide an accessible, focussed understanding of how the individual psychological experiences of working people can have wider consequences for an organization, and how interventions within that process can address these issues. It is ideal reading for students and researchers of occupational or organizational psychology, organizational behaviour, business and management and HRM.