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Author : Sathit Parniangtong
Publisher :
ISBN 13 : 9789811044434
Total Pages : 330 pages
Book Rating : 4.0/5 (444 download)
Download or read book Competitive Advantage of Customer Centricity written by Sathit Parniangtong and published by . This book was released on 2017 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Sathit Parniangtong
Publisher :
ISBN 13 : 9786165518192
Total Pages : 399 pages
Book Rating : 4.5/5 (181 download)
Download or read book The Competitive Advantage of Customer Centricity written by Sathit Parniangtong and published by . This book was released on 2014 with total page 399 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Sathit Parniangtong
Publisher : Springer
ISBN 13 : 9811044422
Total Pages : 341 pages
Book Rating : 4.8/5 (11 download)
Download or read book Competitive Advantage of Customer Centricity written by Sathit Parniangtong and published by Springer. This book was released on 2017-06-05 with total page 341 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Author : Kevin Robson
Publisher : John Wiley & Sons
ISBN 13 : 1118457854
Total Pages : 236 pages
Book Rating : 4.1/5 (184 download)
Download or read book Service-Ability written by Kevin Robson and published by John Wiley & Sons. This book was released on 2012-11-12 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: Times have changed. Long gone are our days of being kings of the manufacturing industry, we are now immersed in the world of ‘service’ where the relationship between an organization and the customer is an integral part of the "product" offering. The nation is suffering from a widespread lack of truly customer-satisfying service. We lack the very thing that we need to make this new paradigm work efficiently: service-ability. Organizations of all kinds are facing high customer churn, serious customer antagonism, loss of consumer confidence and plummeting customer satisfaction. Research shows that totally satisfying the customer is the only thing that will secure loyalty and offer significant competitive advantage. Yet still, on a daily basis we encounter service that frustrates us. Whilst the emergence of technology has no doubt brought efficiency to many areas of business activity, including the third sector, it has led to the standardised and indifferent service we regularly receive. We appear to have lost sight that people do business with people. Through efficient technology, our organisations may be serviceable but they are not service able. The arrival of Generation Y and the developments in social media, provide businesses with a whole new way to engage with their customers, but also provide a new way for customers to rate companies, products and services: not always in a positive manner. 'Like' or '#Fail' have become part of our social language. Organizations that refocus on the need to treat customers in a way that satisfies them, and not the technology, will have better customer retention, lower costs of replacement and will build their brand value through better reputations. Service-Ability delves deeply into these areas to show how today's managers need to re-think the way we structure, manage, lead and organize our companies to achieve total 'customer-centric' work cultures that develop lasting relationships with customers.
Author : Marion Debruyne
Publisher : Kogan Page Publishers
ISBN 13 : 0749471654
Total Pages : 263 pages
Book Rating : 4.7/5 (494 download)
Download or read book Customer Innovation written by Marion Debruyne and published by Kogan Page Publishers. This book was released on 2014-05-03 with total page 263 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : Jay R. Galbraith
Publisher : John Wiley & Sons
ISBN 13 : 1118046862
Total Pages : 208 pages
Book Rating : 4.1/5 (18 download)
Download or read book Designing the Customer-Centric Organization written by Jay R. Galbraith and published by John Wiley & Sons. This book was released on 2011-01-06 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Author : Linden Brown
Publisher : McGraw-Hill Education
ISBN 13 : 9780071821148
Total Pages : 336 pages
Book Rating : 4.8/5 (211 download)
Download or read book The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance written by Linden Brown and published by McGraw-Hill Education. This book was released on 2014-01-07 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Author : Kaufmann, Hans-Ruediger
Publisher : IGI Global
ISBN 13 : 1466625252
Total Pages : 675 pages
Book Rating : 4.4/5 (666 download)
Download or read book Customer-Centric Marketing Strategies: Tools for Building Organizational Performance written by Kaufmann, Hans-Ruediger and published by IGI Global. This book was released on 2012-11-30 with total page 675 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Author : Harley Manning
Publisher : Houghton Mifflin Harcourt
ISBN 13 : 0547913982
Total Pages : 275 pages
Book Rating : 4.5/5 (479 download)
Download or read book Outside in written by Harley Manning and published by Houghton Mifflin Harcourt. This book was released on 2012 with total page 275 pages. Available in PDF, EPUB and Kindle. Book excerpt: For readers of "Delivering Happiness" and "The New Gold Standard"--a revolutionary approach to understanding and mastering the customer experience from Forrester Research.
Author : Pankaj Madhani
Publisher :
ISBN 13 :
Total Pages : pages
Book Rating : 4.:/5 (129 download)
Download or read book Building a Customer-Centric Supply Chain Strategy written by Pankaj Madhani and published by . This book was released on 2020 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Customers are crucial to any business, as without customers, there will be no sales; and without sales, there will be no revenue and profits. Hence, there is a lot of attention on 'customer-centricity'. With competition now at the supply chain level, competitive advantage comes from the ability of supply chain partners to co-ordinate and integrate strategies aimed at satisfying the ultimate customers of the supply chain at a relatively low total cost. Customer-centric supply chain strategy provides an approach to respond to these challenges as it strives to match supply and demand, thereby driving down costs and simultaneously improving customer satisfaction. This study works in this direction to underline the significance of customer-centric supply chain strategy. The study also provides supporting matrix to underscore the various attributes of customer-focused supply chain strategy; develops 4Rs (responsiveness, resilience, reliability and realignment) framework for building customer-centric supply chain strategy; and formulates a value creation framework to emphasize the overall benefits in terms of improved firm performance.
Author : Robert W. Palmatier
Publisher : Edward Elgar Publishing
ISBN 13 : 1788113608
Total Pages : 384 pages
Book Rating : 4.7/5 (881 download)
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.
Author : Nicolaj Siggelkow
Publisher : Harvard Business Press
ISBN 13 : 1633697010
Total Pages : 157 pages
Book Rating : 4.6/5 (336 download)
Download or read book Connected Strategy written by Nicolaj Siggelkow and published by Harvard Business Press. This book was released on 2019-04-30 with total page 157 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business Models for Transforming Customer Relationships What if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous relationships--while simultaneously driving dramatic improvements in operational efficiency? What if you could break your existing trade-offs between superior customer experience and low cost? This is the promise of a connected strategy. New forms of connectivity--involving frequent, low-friction, customized interactions--mean that companies can now anticipate customer needs as they arise, or even before. Simultaneously, enabled by these technologies, companies can create new business models that deliver more value to customers. Connected strategies are win-win: Customers get a dramatically improved experience, while companies boost operational efficiency. In this book, strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies as a new source of competitive advantage. With in-depth examples from companies operating in industries such as healthcare, financial services, mobility, retail, entertainment, nonprofit, and education, Connected Strategy identifies the four pathways--respond-to-desire, curated offering, coach behavior, and automatic execution--for turning episodic interactions into continuous relationships. The authors show how each pathway creates a competitive advantage, then guide you through the critical decisions for creating and implementing your own connected strategies. Whether you're trying to revitalize strategy in an established company or disrupt an industry as a startup, this book will help you: Reshape your connections with your customers Find new ways to connect with existing suppliers while also activating new sources of capacity Create the right revenue model Make the best technology choices to support your strategy Integrating rich examples, how-to advice, and practical tools in the form of "workshop chapters" throughout, this book is the ultimate resource for creating competitive advantage through connected relationships with your customers and redefined connections in your industry.
Author : Jagdish N. Sheth
Publisher : Springer Nature
ISBN 13 : 303137097X
Total Pages : 308 pages
Book Rating : 4.0/5 (313 download)
Download or read book Customer Centric Support Services in the Digital Age written by Jagdish N. Sheth and published by Springer Nature. This book was released on 2023-12-30 with total page 308 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book explores how customer service can become the singular competitive differentiator for organizations in the digital era. Given the pace of digitization and the rise in customer expectations post-pandemic, organizations must focus on customer-centricity in all functions in the digital age, providing factors, enablers, and processes for customer service and sharing best practices based on research from global experts. The book is a valuable resource for students and researchers keen on understanding the new digital landscape in customer service to develop, maintain, and enhance customer relationships.
Author : Richard C. Whiteley
Publisher : Basic Books
ISBN 13 : 9780201154931
Total Pages : 320 pages
Book Rating : 4.1/5 (549 download)
Download or read book Customer Centered Growth written by Richard C. Whiteley and published by Basic Books. This book was released on 1997-03-03 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explains how businesses can use a customer-oriented approach that can enhance profits and corporate success, discussing five effective strategies and fifteen assessment and planning tools
Author : Mitchell M. Tseng
Publisher : Springer Science & Business Media
ISBN 13 : 3642554601
Total Pages : 528 pages
Book Rating : 4.6/5 (425 download)
Download or read book The Customer Centric Enterprise written by Mitchell M. Tseng and published by Springer Science & Business Media. This book was released on 2011-06-27 with total page 528 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Author : Ray Kordupleski
Publisher : Customer Value Management I
ISBN 13 : 9781893673076
Total Pages : 372 pages
Book Rating : 4.6/5 (73 download)
Download or read book Mastering Customer Value Management written by Ray Kordupleski and published by Customer Value Management I. This book was released on 2003 with total page 372 pages. Available in PDF, EPUB and Kindle. Book excerpt: There is an emerging art and science of customer value management that is proving its worth inincreased market share and shareholder value for the companies that practice it. Customer value management is about: choosing value (determining what customers really value and developing your value proposition ) delivering value (making sure business processes are aligned with value proposition) communicating value (educating the market on your value proposition)The concepts of customer value management and the practical tools that have been developed to support them are the subject of this book.
Author : Mohamed Zairi
Publisher : Independently Published
ISBN 13 : 9781794687097
Total Pages : 190 pages
Book Rating : 4.6/5 (87 download)
Download or read book Inducing Customer Centricity written by Mohamed Zairi and published by Independently Published. This book was released on 2019 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer centricity focuses on understanding customers' needs and preferences and on adapting an organisation's service delivery processes to accommodate and satisfy those preferences in order to enhance customer loyalty - which results in increased growth and profitability. The fundamental principle underlying customer centricity is a recognition that customers - and their needs, wants, and aspirations - differ and are not static. Organisations that adopt a customer centric strategy improve their position through deeper understanding of their customers' needs. The result is a unique competitive advantage that insulates against disruptive threats. The more customer centric an organisation is, the more time its competitors need to respond to its moves and the more likely it is to bring in new customers (PWC, 2011). There are challenges associated with customer centricity. The first challenge to become a customer centric organisation is to identify genuine needs of customers. This includes knowing how to meet these needs. Most of the time, customers do not know what sort of products/services is most suitable for them and this becomes the key role for organisations to match their products/services with customer needs. The second challenge is to develop the ability to apply this understanding to their offerings and operationalising these needs throughout the customer experience lifecycle. The third challenge is to overcome the constraints of product centric organisational structures, processes, and systems and facilitating customers' needs and delivery of services. This can be rectified by enabling employees with the right insight into the customer needs and analytics, and decision tools can unlock tremendous value in the customer base. The next challenge is catching up with changing customers' needs. In a fast paced business environment, where customer needs rapidly change, innovation is a key to success for any organisation. Organisations move away from closed-innovation and increasingly adopt dynamic open-innovation. To succeed, organisations do not rely just on employees' innovative thinking but seeking fresh ideas beyond organisation's boundaries within customers and other external stakeholders. By looking closely into the above challenges, it becomes clear that customer centricity has several pillars such as human resource management, customer relationship management, service/product development etc. To master customer centricity organisations should perform well in all pillars. They should have the right employees with the right skills and competencies to delivery unique customer experience. Employees should become truly engaged and empowered. Organisations should put customers at the heart of everything they do. They should be truly engaged and empowered. Services should be designed and developed to meet customer needs. Service/product's quality should be defined from the customers' point of view and hence customers' perception measurement becomes crucial. Customer centricity encourages organisations to focus on the lifetime value of customers rather than short term profitability. Customer Lifetime Value (CLV) shows to what extent a customer has already contributed to the profitability of the organisation in the past and how much it is expected to contribute to the future profitability of the business. Two factors will determine the customer's potential and actual value to the provider over the course of the entire relationship. One is the way the customer's needs and propensity to spend change over time. The other is how well the provider anticipates, monitors, and responds to ongoing change in the customer's viewpoint with appropriate service propositions. So, after acquiring the customer, the responsibility is to make sure the always offers the right services through the right channel at a price that this customer regards as reasonable and in the manner in which the customer wants to interact with organisation.
