Customer Driven Change

Download Customer Driven Change full books in PDF, epub, and Kindle. Read online Customer Driven Change ebook anywhere anytime directly on your device. Fast Download speed and no annoying ads. We cannot guarantee that every ebooks is available!

Customer-Driven Transformation

Author : Joe Heapy
Publisher : Kogan Page Publishers
ISBN 13 : 0749483024
Total Pages : 217 pages
Book Rating : 4.7/5 (494 download)

DOWNLOAD NOW!

Book Synopsis Customer-Driven Transformation by : Joe Heapy

Download or read book Customer-Driven Transformation written by Joe Heapy and published by Kogan Page Publishers. This book was released on 2018-07-03 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

The Customer-Driven Culture: A Microsoft Story

Author : Travis Lowdermilk
Publisher : O'Reilly Media
ISBN 13 : 1492058688
Total Pages : 211 pages
Book Rating : 4.4/5 (92 download)

DOWNLOAD NOW!

Book Synopsis The Customer-Driven Culture: A Microsoft Story by : Travis Lowdermilk

Download or read book The Customer-Driven Culture: A Microsoft Story written by Travis Lowdermilk and published by O'Reilly Media. This book was released on 2020-02-24 with total page 211 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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

Customer-Driven Disruption

Author : Suman Sarkar
Publisher : Berrett-Koehler Publishers
ISBN 13 : 1523099771
Total Pages : 300 pages
Book Rating : 4.5/5 (23 download)

DOWNLOAD NOW!

Book Synopsis Customer-Driven Disruption by : Suman Sarkar

Download or read book Customer-Driven Disruption written by Suman Sarkar and published by Berrett-Koehler Publishers. This book was released on 2019-09-03 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Customer-Driven Change

Author : Bud Taylor
Publisher : BrownBooks.ORM
ISBN 13 : 1612540066
Total Pages : 249 pages
Book Rating : 4.6/5 (125 download)

DOWNLOAD NOW!

Book Synopsis Customer-Driven Change by : Bud Taylor

Download or read book Customer-Driven Change written by Bud Taylor and published by BrownBooks.ORM. This book was released on 2011-11-15 with total page 249 pages. Available in PDF, EPUB and Kindle. Book excerpt: An accomplished change consultant offers valuable insight into using customer perspective to drive employee engagement and strategic innovation. In the world of business, theories of change always agree on two essential ingredients: committed leaders and engaged employees. Most would say that if you have these, you will have successful change—but how do you get them in the first place? And how do you maintain them through reorganization, new strategies, or necessary cutbacks? Change management expert Bud Taylor has a simple yet profoundly effective answer. In Customer Driven Change, he demonstrates the power of thinking about change from the customer’s point of view. By encouraging leaders and employees to adopt a cohesive perspective—that of your customers—you will create sustained commitment and engagement within your organization faster than with any other approach.

How Hard Is It to Be Your Customer?

Author : Jim Tincher
Publisher : PMP
ISBN 13 : 9781941688649
Total Pages : 188 pages
Book Rating : 4.6/5 (886 download)

DOWNLOAD NOW!

Book Synopsis How Hard Is It to Be Your Customer? by : Jim Tincher

Download or read book How Hard Is It to Be Your Customer? written by Jim Tincher and published by PMP. This book was released on 2019-06-11 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn how to create journey maps that actually get resultsNearly two out of three journey maps fail to drive customer-focused change. Find out how to make your initiative successful, and avoid the pitfalls that doom so many others, with this authoritative new book. With insights from dozens of CX pros, extensive research, and real-world case studies and examples, How Hard Is It to Be Your Customer will help you understand why some maps drive action - leading to an improved customer experience, greater customer loyalty, and impressive ROI - while others just gather dust on a shelf.

Chief Customer Officer 2.0

Author : Jeanne Bliss
Publisher : John Wiley & Sons
ISBN 13 : 1119047609
Total Pages : 294 pages
Book Rating : 4.1/5 (19 download)

DOWNLOAD NOW!

Book Synopsis Chief Customer Officer 2.0 by : Jeanne Bliss

Download or read book Chief Customer Officer 2.0 written by Jeanne Bliss and published by John Wiley & Sons. This book was released on 2015-06-15 with total page 294 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. 1. Manage and Honor Customers as Assets 2. Align Around Experience 3. Build a Customer Listening Path 4. Proactive Experience Reliability and Innovation 5. One Company Accountability, Leadership & Decision Making Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning. Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine. Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners. She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).

The Customer-Driven Culture: A Microsoft Story

Author : Travis Lowdermilk
Publisher : "O'Reilly Media, Inc."
ISBN 13 : 1492058661
Total Pages : 191 pages
Book Rating : 4.4/5 (92 download)

DOWNLOAD NOW!

Book Synopsis The Customer-Driven Culture: A Microsoft Story by : Travis Lowdermilk

Download or read book The Customer-Driven Culture: A Microsoft Story written by Travis Lowdermilk and published by "O'Reilly Media, Inc.". This book was released on 2020-02-24 with total page 191 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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

The Customer-Driven Playbook

Author : Travis Lowdermilk
Publisher : "O'Reilly Media, Inc."
ISBN 13 : 1491981229
Total Pages : 234 pages
Book Rating : 4.4/5 (919 download)

DOWNLOAD NOW!

Book Synopsis The Customer-Driven Playbook by : Travis Lowdermilk

Download or read book The Customer-Driven Playbook written by Travis Lowdermilk and published by "O'Reilly Media, Inc.". This book was released on 2017-06-20 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: Despite the wide acceptance of Lean approaches and customer-development strategies, many product teams still have difficulty putting these principles into meaningful action. That’s where The Customer-Driven Playbook comes in. This practical guide provides a complete end-to-end process that will help you understand customers, identify their problems, conceptualize new ideas, and create fantastic products they’ll love. To build successful products, you need to continually test your assumptions about your customers and the products you build. This book shows team leads, researchers, designers, and managers how to use the Hypothesis Progression Framework (HPF) to formulate, experiment with, and make sense of critical customer and product assumptions at every stage. With helpful tips, real-world examples, and complete guides, you’ll quickly learn how to turn Lean theory into action. Collect and formulate your assumptions into hypotheses that can be tested to unlock meaningful insights Conduct experiments to create a continual cadence of learning Derive patterns and meaning from the feedback you’ve collected from customers Improve your confidence when making strategic business and product decisions Track the progression of your assumptions, hypotheses, early ideas, concepts, and product features with step-by-step playbooks Improve customer satisfaction by creating a consistent feedback loop

The Big Data-Driven Business

Author : Russell Glass
Publisher : John Wiley & Sons
ISBN 13 : 1118889800
Total Pages : 228 pages
Book Rating : 4.1/5 (188 download)

DOWNLOAD NOW!

Book Synopsis The Big Data-Driven Business by : Russell Glass

Download or read book The Big Data-Driven Business written by Russell Glass and published by John Wiley & Sons. This book was released on 2014-11-24 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: Get the expert perspective and practical advice on big data The Big Data-Driven Business: How to Use Big Data to Win Customers, Beat Competitors, and Boost Profits makes the case that big data is for real, and more than just big hype. The book uses real-life examples—from Nate Silver to Copernicus, and Apple to Blackberry—to demonstrate how the winners of the future will use big data to seek the truth. Written by a marketing journalist and the CEO of a multi-million-dollar B2B marketing platform that reaches more than 90% of the U.S. business population, this book is a comprehensive and accessible guide on how to win customers, beat competitors, and boost the bottom line with big data. The marketplace has entered an era where the customer holds all the cards. With unprecedented choice in both the consumer world and the B2B world, it's imperative that businesses gain a greater understanding of their customers and prospects. Big data is the key to this insight, because it provides a comprehensive view of a company's customers—who they are, and who they may be tomorrow. The Big Data-Driven Business is a complete guide to the future of business as seen through the lens of big data, with expert advice on real-world applications. Learn what big data is, and how it will transform the enterprise Explore why major corporations are betting their companies on marketing technology Read case studies of big data winners and losers Discover how to change privacy and security, and remodel marketing Better information allows for better decisions, better targeting, and better reach. Big data has become an indispensable tool for the most effective marketers in the business, and it's becoming less of a competitive advantage and more like an industry standard. Remaining relevant as the marketplace evolves requires a full understanding and application of big data, and The Big Data-Driven Business provides the practical guidance businesses need.

The Customer-driven Company

Author : Richard C. Whiteley
Publisher : Addison-Wesley Longman
ISBN 13 :
Total Pages : 328 pages
Book Rating : 4.3/5 (97 download)

DOWNLOAD NOW!

Book Synopsis The Customer-driven Company by : Richard C. Whiteley

Download or read book The Customer-driven Company written by Richard C. Whiteley and published by Addison-Wesley Longman. This book was released on 1991-07-21 with total page 328 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer satisfaction is now the buzz word on every executive's lips. This book, based on the Forum Corporation's in-depth research, provides any manager with a proven, step-by-step program for investigating, promoting, measuring, and rewarding the product and service excellence that leads to true customer loyalty. With both leadership techniques and problem-solving tools, this is the most practical book ever written on giving the customer what the customer wants.

Customer Centricity

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

DOWNLOAD NOW!

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.

User Driven Change

Author : Carlos Del Rio
Publisher : Lulu.com
ISBN 13 : 9780578010670
Total Pages : 136 pages
Book Rating : 4.0/5 (16 download)

DOWNLOAD NOW!

Book Synopsis User Driven Change by : Carlos Del Rio

Download or read book User Driven Change written by Carlos Del Rio and published by Lulu.com. This book was released on 2009-02-01 with total page 136 pages. Available in PDF, EPUB and Kindle. Book excerpt: What is user driven change? We believe the changes you make to your website should be determined by data and input gathered from your customers. This book lays out a framework for changing for, and responding to, your visitors' behavior on your website.

The Customer-Driven Organization

Author : Lance B. Coleman Sr.
Publisher : CRC Press
ISBN 13 : 1482217112
Total Pages : 116 pages
Book Rating : 4.4/5 (822 download)

DOWNLOAD NOW!

Book Synopsis The Customer-Driven Organization by : Lance B. Coleman Sr.

Download or read book The Customer-Driven Organization written by Lance B. Coleman Sr. and published by CRC Press. This book was released on 2017-07-27 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt: Does your organization provide customer satisfaction or does it inspire customer loyalty? Which is more important? See how lessons learned from the service sector were applied to manufacturing and other diverse settings, including the nonprofit sector and even on one‘s own home front.Exploring the Kano Model, The Customer-Driven Organization: Emplo

Business Model Innovation

Author : Constantinos Markides
Publisher : Cambridge University Press
ISBN 13 : 1108999174
Total Pages : 119 pages
Book Rating : 4.1/5 (89 download)

DOWNLOAD NOW!

Book Synopsis Business Model Innovation by : Constantinos Markides

Download or read book Business Model Innovation written by Constantinos Markides and published by Cambridge University Press. This book was released on 2023-06-29 with total page 119 pages. Available in PDF, EPUB and Kindle. Book excerpt: Digital technologies have allowed for the proliferation of new business models, something that has attracted the attention of academic research. Much of this research has focused on (i) understanding what a business model is and its theoretical connection to the concept of strategy, and (ii) exploring what business model innovation is and what its sources and outcomes are. Less work has gone into studying the issues that established firms face in business model innovation – such as how to respond to the arrival of a disruptive business model in one's industry, or how to compete with dual business models or how to migrate from one business model to another. This Element approaches the topic of business model innovation from the perspective of the established firm and examines the unique strategic and organizational issues that big, established companies face when a new business model enters their markets.

Best Practices in Customer Service

Author : John A. Woods
Publisher : AMACOM Div American Mgmt Assn
ISBN 13 : 9780814415795
Total Pages : 436 pages
Book Rating : 4.4/5 (157 download)

DOWNLOAD NOW!

Book Synopsis Best Practices in Customer Service by : John A. Woods

Download or read book Best Practices in Customer Service written by John A. Woods and published by AMACOM Div American Mgmt Assn. This book was released on 1999 with total page 436 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Delighting Customers

Author : P. Donovan
Publisher : Springer
ISBN 13 : 9789401112079
Total Pages : 243 pages
Book Rating : 4.1/5 (12 download)

DOWNLOAD NOW!

Book Synopsis Delighting Customers by : P. Donovan

Download or read book Delighting Customers written by P. Donovan and published by Springer. This book was released on 2012-12-28 with total page 243 pages. Available in PDF, EPUB and Kindle. Book excerpt: Our two organizations, Northern Telecom Europe Limited and Oracle Corporation UK Limited, share a number of things in common. Both are striving to become world class in markets where technology is moving fast and market change is moving even faster. Both are responding urgently to the challenge of meeting the current requirements - and anticipating the future needs - of customers at the international, national and local level. We both recognize that customer and employee satisfaction now rank with market share as measures for business success. We accept that there are clear links between delighted customers and profitability, customer loyalty and long-term survival. We are committed to achieving excellence, both as business partners and as employers. There is already strong co-operation between the growing number of professionals in this field as they work together and exchange experiences for benchmarking and best practice studies. In this spirit of collaboration, we have encouraged Peter Donovan and Timothy Samler to share some of our early experiences with our customer-driven programmes and to stimulate further debate. Their book provides a wealth of guidance for any organization that has set its sights on delighting its customers and becoming customer-driven. The ten step approach to delighting customers breaks new ground and offers a blueprint for others to follow. It exemplifies the practical approach that is taken throughout the book.

EDGE

Author : Jim Highsmith
Publisher : Addison-Wesley Professional
ISBN 13 : 0135263581
Total Pages : 274 pages
Book Rating : 4.1/5 (352 download)

DOWNLOAD NOW!

Book Synopsis EDGE by : Jim Highsmith

Download or read book EDGE written by Jim Highsmith and published by Addison-Wesley Professional. This book was released on 2019-08-02 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: EDGE: The Agile Operating Model That Will Help You Successfully Execute Your Digital Transformation “[The authors’] passion for technology allows them to recognize that for most enterprises in the 21st century, technology is THE business. This is what really separates the EDGE approach. It is a comprehensive operating model with technology at its core.” —From the Foreword by Heidi Musser, Executive Vice President and Principal Consultant, Leading Agile; retired, Vice President and CIO, USAA Maximum innovation happens at the edge of chaos: the messy, risky, and uncertain threshold between randomness and structure. Operating there is uncomfortable but it’s where organizations “invent the future.” EDGE is a set of fast, iterative, adaptive, lightweight, and value-driven tools to achieve digital transformation, and EDGE: Value-Driven Digital Transformation is your guide to using this operating model for innovation. Jim Highsmith is one of the world’s leading agile pioneers and a coauthor of the Agile Manifesto. He, Linda Luu, and David Robinson know from their vast in-the-trenches experience that sustainable digital transformation requires far more than adopting isolated agile practices or conventional portfolio management. This hard, indispensable work involves changing culture and mindset, and going beyond transforming the IT department. EDGE embraces an adaptive mindset in the face of market uncertainty, a visible, value-centered portfolio approach that encourages continual value linkages from vision to detailed initiatives, incremental funding that shifts as strategies evolve, collaborative decision-making, and better risk mitigation. This guide shows leaders how to use the breakthrough EDGE approach to go beyond incremental improvement in a world of exponential opportunities. Build an organization that adapts fast enough to thrive Clear away unnecessary governance processes, obsolete “command and control” leadership approaches, and slow budgeting/planning cycles Improve collaboration when major, fast-paced responses are necessary Continually optimize investment allocation and monitoring based on your vision and goals Register your product for convenient access to downloads, updates, and/or corrections as they become available. See inside book for details.