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Winning Customer Centricity
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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.
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 Designing the Customer-Centric Organization by : Jay R. Galbraith
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.
Book Synopsis Customer Understanding by : Annette Franz
Download or read book Customer Understanding written by Annette Franz and published by . This book was released on 2019-09-03 with total page 219 pages. Available in PDF, EPUB and Kindle. Book excerpt: Struggling to ensure that the customer is at the center of all your business does? This book is your guide to putting the "customer" in customer experience. Not sure what that means? Well, for starters, too many executives believe they are delighting their customers. Why wouldn't they think that?! When they focus on growth, those customer acquisition numbers are pretty sweet, but they don't tell the real story. Prioritizing customer retention is critical. But you can't just throw technology at it, give it some lip service, and call it a day. Retention is hard work! You've got to understand who your customers are and what problems they are trying to solve or what jobs they are trying to do. Then you've got to use that understanding to design an experience that helps customers achieve their goals. That's the key to putting the customer in customer experience! Ultimately, you need to bring the customer voice into all meetings, decisions, processes, and designs. The customer must be at the center of all you do. After all, it's all about the customer! In this book, I cover the three approaches to customer understanding: surveys and data, personas, and journey mapping. I could've written the whole book about journey mapping, but there's so much more to building a customer-centric business than journey mapping. The culture must first be deliberately designed to put the customer at the heart of the business. And all foundational elements of a CX transformation must be in place to make that happen. With that knowledge, read this book and: Learn about the three approaches you must use to understand your customers, why you must use them, and how they work together. Create an action plan to ensure insights gleaned from these three approaches are implemented in your organization. Develop and assign personas to your customers in order to better understand their needs, goals, problems to solve, and jobs to be done. Learn the difference between touchpoint maps and journey maps and how touchpoint maps can still be a valuable asset in your customer experience toolbox. Understand why journey mapping is called the backbone of customer experience management - and how to make it so in your organization. Set up and facilitate your own current-state and future-state journey mapping workshops with customers. Set up and facilitate service blueprint workshops with internal stakeholders. Find out how to put the customer at the heart of your business. And more!
Book Synopsis Winning Customer Centricity by : Denyse Drummond-Dunn
Download or read book Winning Customer Centricity written by Denyse Drummond-Dunn and published by C3centricity. This book was released on 2015-03-30 with total page 134 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer centricity isn't just a goal or buzzword; it's a make-or-break necessity for succeeding in business today. In fifty short chapters (one for each week of the year), this book accompanies you on your journey to increased customer centricity. Its unique approach enables you to strategically turn your organisation into a customer-focused powerhouse, from the inside out. Winning Customer Centricity will show you how to: Integrate customers into your company's very DNA, from strategy to infrastructure Choose and connect with the right customers and build long-term relationships Reinvent your brand to ignite and maintain customer demand and loyalty ..... and a whole lot more. Whether you're starting a new company, seeking to turn around one that's underperforming, or working to build upon a solid foundation, Winning Customer Centricity will help you to put your customers where they belong-at the very heart of your business!
Book Synopsis Competitive Advantage of Customer Centricity by : Sathit Parniangtong
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.
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.
Book Synopsis Customer-Centric Marketing by : Aldo Cundari
Download or read book Customer-Centric Marketing written by Aldo Cundari and published by John Wiley & Sons. This book was released on 2015-05-04 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: The practical, expert guide to reaching the new consumer Customer-Centric Marketing is a comprehensive game plan on succeeding in the new marketing landscape by focusing on the customer. Written by one of Canada's top communications pioneers, this book examines the complex forces influencing the rise of empowered and demanding customers and outlines a framework that helps marketers exploit these forces to engage them. You'll find actionable advice to help you pull together these seemingly independent elements to create a customer-centric business model that is ideally positioned to take on the dynamic requirements of today's marketing environment, and learn the strategic rules that CMOs can use to model their organizations to win. Valuable insights on customer experience, innovation, content, social media, and operating strategies will help you formulate a workable plan, and when combined with the practical guidance and expert advice, enable you to put your plan into action today. The new purchasing journey has created a whole new set of customer touch points with unique needs, and has identified key activity areas that drive success or failure in the marketplace. This guide helps you sort it all out, and make your organization rise to the top. Define the new customer-purchasing journey Identify and influence the new consumer Engage, nurture, and utilize brand advocates to spread your message Position your organization to win in the new marketplace As customers evolve, smart companies evolve with them, and, with a track record that speaks for itself, putting the customer at the center of strategic thinking is the key to a winning plan,. Consumer evolution is happening more rapidly than ever before, and keeping your organization out in front has never been more important. Customer-Centric Marketing provides the concrete framework, expert insight, and actionable advice that turns strategy into reality.
Book Synopsis Customer Innovation by : Marion Debruyne
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.
Book Synopsis Customer-Centric Marketing Strategies: Tools for Building Organizational Performance by : Kaufmann, Hans-Ruediger
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.
Book Synopsis Using Information to Develop a Culture of Customer Centricity by : David Loshin
Download or read book Using Information to Develop a Culture of Customer Centricity written by David Loshin and published by Elsevier. This book was released on 2013-11-22 with total page 105 pages. Available in PDF, EPUB and Kindle. Book excerpt: Using Information to Develop a Culture of Customer Centricity sets the stage for understanding the holistic marriage of information, socialization, and process change necessary for transitioning an organization to customer centricity. The book begins with an overview list of 8-10 precepts associated with a business-focused view of the knowledge necessary for developing customer-oriented business processes that lead to excellent customer experiences resulting in increased revenues. Each chapter delves into each precept in more detail.
Book Synopsis Superior Customer Value by : Art Weinstein
Download or read book Superior Customer Value written by Art Weinstein and published by CRC Press. This book was released on 2012-02-24 with total page 323 pages. Available in PDF, EPUB and Kindle. Book excerpt: A customer-centric culture provides focus and direction for the organization, ensuring that exceptional value will be offered to customers — this, in turn, results in enhanced market performance. Unfortunately, caught up in the daily economic and competitive pressures of running complex and fast-changing businesses, managers may lose sight of customers’ desires. And, consequently, customer experiences often fall far short of expectations. Written by an expert with more than fifteen years of experience, Superior Customer Value: Strategies for Winning and Retaining Customers, Third Edition benchmarks the best companies and shows you what it truly means to create world-class value for customers. The book is a state-of-the-art guide to designing, implementing, and evaluating a customer value strategy in service, technology, and information-based organizations. It explores key marketing planning issues that emphasize relationship management strategies to keep customers happy. See What’s New in the Third Edition: New topics include: Business models Co-creation of value Corporate entrepreneurship Customer experience management Customer value metrics Net promoter score Image Innovation Social media Expanded coverage of: Customer relationship management E-business opportunities Written as an academic textbook for use in MBA programs, the book is highly readable, practical, and action-oriented, giving managers at all levels of experience guidance on how to improve marketing operations and create customer-centric organizations. It explains valuable tools such as customer value funnel, customer value assessment, service-quality-image-price (SQIP) analysis, and CRM models. Each chapter has a customer value insight checklist, action items, and informative figures and tables. This revised edition addresses current trends in value-adding business practice, from understanding how to drive a market and find new ventures to the rise in customer importance of the online arena and new models and metrics for customer loyalty and retention. Great companies amaze and delight customers — Superior Customer Value offers a strategic blueprint to learn from the market leaders and apply those lessons to your organization. Art Weinstein discusses the book in several videos on the CRC Press YouTube Channel.
Book Synopsis Hooked on Customers by : Robert G. Thompson
Download or read book Hooked on Customers written by Robert G. Thompson and published by Createspace Independent Publishing Platform. This book was released on 2014 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Talk is cheap." A cliché, perhaps, but the idea that what we do is more important than what we say is a fundamental truth. It applies in our personal lives and can extend into our professional work, too. Learning to let your actions do the talking can be revolutionary to a company that struggles to create enduring customer relationships. People who own operate, manage, or otherwise lead a company are always looking for ways to improve productivity, beat the competition, and ensure long-term success. Learning how to put words and ideas into action can be a key to success in the business world. Hooked on Customers is not about finding the right words, whether labeled as a "strategy" or not. It is an insightful, highly informative book that propels businesses into action. It explores successful customer-centric businesses, examines the ways they execute their strategies, and provides practical recommendations for business leaders to more effectively outperform their competition. A must-have for any business leader who wants to have a healthy relationship with customers, this book avoids the pitfalls that often plague others that offer business advice. Frequently, company leaders turn to consultants and other resources to recommend strategies that sound great but ultimately don't have any real meaning because they are a series of words without a tie to actions. Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer-centricity, author Robert Thompson has identified the five routine organizational habits successful customer-centric businesses use when executing strategy. Legendary leading customer-centric businesses: LISTEN to their customers' values and feedback. THINK about the implications of fact-based decisions on customers EMPOWER employees with the freedom they need to please customers CREATE new value for customers, without being asked DELIGHT customers by exceeding their expectations Crucial to Thompson's discussion of these habits is the premise that there are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment. It must be maintained and constantly pursued to ensure that it becomes part of the fabric of a business. In the end, the results are well worth it. Hooked on Customers helps leaders understand, adopt, and implement the five crucial habits that enable companies to not only survive in highly competitive, overcrowded markets but to dominate them, creating a legacy of success and inspiration along the way.
Book Synopsis The Experience-Centric Organization by : Simon David Clatworthy
Download or read book The Experience-Centric Organization written by Simon David Clatworthy and published by "O'Reilly Media, Inc.". This book was released on 2019-07-15 with total page 268 pages. Available in PDF, EPUB and Kindle. Book excerpt: Is your organization prepared for the next paradigm of customer experience, or will you be left behind? This practical book will make you a winner in a market driven by experience, enabling you to develop desirable offerings and standout service to attract loyal customers. Author Simon Clatworthy shows you how to transform your organization into one that aligns your customers’ experiential journey with platforms, organizational structures, and strategic alliances. Rather than treat customer experience as an add-on to product and service design, you’ll discover how experience-centricity can drive the whole organization. Learn the five steps necessary to transform into an experience-centric organization Explore the underlying structure needed to design and deliver memorable experiences Understand how customers and clients experience products and services Develop experiential DNA as an extension of your brand DNA Be proactive by translating cultural trends into experiences
Book Synopsis 5 Steps to Customer Centricity by : Koert Breebaart
Download or read book 5 Steps to Customer Centricity written by Koert Breebaart and published by Lulu.com. This book was released on 2012-11-01 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: Companies are no longer in the business of selling products and services - they are selling experiences. Most decision makers in medium and large size companies however are far removed from their customers. In The 5 Stepping Stones to Customer Centricity, award-winning Customer Experience professional Koert Breebaart takes us through a unique framework for enterprises to realize customer value in a limited timeframe. The book provides us, the Customer Champions, with a balanced understanding of the most important aspects of Customer Experience Management, a practical guide to set companywide customer targets and examples, illustrations and war stories from different industries on how the concepts are applied.
Book Synopsis The Customer Copernicus by : Charlie Dawson
Download or read book The Customer Copernicus written by Charlie Dawson and published by Routledge. This book was released on 2021-05-16 with total page 137 pages. Available in PDF, EPUB and Kindle. Book excerpt: Some companies are great for customers – not only do they care but they change whole markets to work better for the customers they serve. Think of Amazon, easyJet and Sky. They make things easier and improve what really matters – obvious, surely? They have also enjoyed huge business success, growing and making plenty of money. The Customer Copernicus answers the question that follows – if it’s obvious and attractive why is it so rare? And then it answers a second question, because Tesco, O2 and Wells Fargo were like this once. Why, having mastered it, would you ever stop? Because all three did, and two ended up in court. The Customer Copernicus explains how to become and how to stay customer-led. Essential reading for leaders and teams who want their organisations to stay competitive by developing a more purposeful and innovative culture.
Book Synopsis Winning Customer Centricity by : Denyse Drummond-Dunn
Download or read book Winning Customer Centricity written by Denyse Drummond-Dunn and published by C3centricity. This book was released on 2015-02-25 with total page 134 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer centricity isn't just a goal or buzzword; it's a make-or-break necessity for succeeding in business today. In fifty short chapters (one for each week of the year), this book accompanies you on your journey to increased customer centricity. Its unique approach enables you to strategically turn your organisation into a customer-focused powerhouse, from the inside out. Winning Customer Centricity will show you how to: Integrate customers into your company's very DNA, from strategy to infrastructure Choose and connect with the right customers and build long-term relationships Reinvent your brand to ignite and maintain customer demand and loyalty ..... and a whole lot more. Whether you're starting a new company, seeking to turn around one that's underperforming, or working to build upon a solid foundation, Winning Customer Centricity will help you to put your customers where they belong-at the very heart of your business!
