Using Information To Develop A Culture Of Customer Centricity

Using Information To Develop A Culture Of Customer Centricity Book PDF
✏Book Title : Using Information to Develop a Culture of Customer Centricity
✏Author : David Loshin
✏Publisher : Elsevier
✏Release Date : 2013-11-22
✏Pages : 108
✏ISBN : 9780124115132
✏Available Language : English, Spanish, And French

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✏Using Information to Develop a Culture of Customer Centricity Book Summary : 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.

📒Handbook On Customer Centricity ✍ Robert W. Palmatier

Handbook On Customer Centricity Book PDF
✏Book Title : Handbook on Customer Centricity
✏Author : Robert W. Palmatier
✏Publisher : Edward Elgar Publishing
✏Release Date : 2019
✏Pages : 384
✏ISBN : 9781788113601
✏Available Language : English, Spanish, And French

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✏Handbook on Customer Centricity Book Summary : 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 Customer Is Not Always Right Marketing Orientations In A Dynamic Business World Book PDF
✏Book Title : The Customer is NOT Always Right Marketing Orientations in a Dynamic Business World
✏Author : Colin L. Campbell
✏Publisher : Springer
✏Release Date : 2017-01-11
✏Pages : 953
✏ISBN : 9783319500089
✏Available Language : English, Spanish, And French

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✏The Customer is NOT Always Right Marketing Orientations in a Dynamic Business World Book Summary : This volume includes the full proceedings from the 2011 World Marketing Congress held in Reims, France with the theme The Customer is NOT Always Right? Marketing Orientations in a Dynamic Business World. The focus of the conference and the enclosed papers is on marketing thought and practices throughout the world. This volume resents papers on various topics including marketing management, marketing strategy, and consumer behavior. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.​

Successful Customer Relationship Management Programs And Technologies Issues And Trends Book PDF
✏Book Title : Successful Customer Relationship Management Programs and Technologies Issues and Trends
✏Author : Eid, Riyad
✏Publisher : IGI Global
✏Release Date : 2012-03-31
✏Pages : 358
✏ISBN : 9781466602892
✏Available Language : English, Spanish, And French

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✏Successful Customer Relationship Management Programs and Technologies Issues and Trends Book Summary : "This book offers case studies, methodologies, frameworks and architectures, and generally the cutting edge in research within the field of customer relationship management"--Provided by publisher.

Marketing Analytics Creating Customer Centric Culture Book PDF
✏Book Title : Marketing Analytics Creating Customer Centric Culture
✏Author : Joseph B. Rivera
✏Publisher : Joseph B. Rivera
✏Release Date : 2020-02-17
✏Pages : 189
✏ISBN :
✏Available Language : English, Spanish, And French

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✏Marketing Analytics Creating Customer Centric Culture Book Summary : A game-changing approach to marketing by an experienced author, speaker and businessman Joseph B. Rivera. Joseph B. Rivera has first-hand experience in business. He has learned everything through hard work and perseverance, and has inspired quite a lot of entrepreneurs, businessmen, executives, employees, and business students to challenge themselves in this modern era of commerce. For the first time, Joseph B. Rivera offers his years of experience and wisdom in this one compact, very accessible and enduring masterpiece. MARKETING ANALYTICS: CREATING CUSTOMER-CENTRIC CULTURE helps you to create a transformative culture toward excellence in your business. Whether you are an executive, businessman, business owner, investor, marketer, trainer, speaker or a student of marketing, you will be proud of what you will learn. When applied right, you will change the way products and services are designed, created and offered to the world. This book teaches you how to meaningfully connect emotionally and practically to your consumers. Remember, it is not just all about the money. Here, Joseph has put together his passion, insights, observation and experience to mentor you: ✔️How to understand the needs of the market. ✔️How to position your business. ✔️How to overcome competition. ✔️How to revolutionize your business. Learn the art or marketing analytics, and be a game changer.

Customer Centric Knowledge Management Concepts And Applications Book PDF
✏Book Title : Customer Centric Knowledge Management Concepts and Applications
✏Author : Al-Shammari, Minwir
✏Publisher : IGI Global
✏Release Date : 2011-08-31
✏Pages : 315
✏ISBN : 9781613500903
✏Available Language : English, Spanish, And French

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✏Customer Centric Knowledge Management Concepts and Applications Book Summary : "This book is a comprehensive collection addressing managerial and technical aspects of customer-centric knowledge implementation, contributing to the dynamic and emerging fields of organizational knowledge management, customer relationship management, and information and communication technologies"--Provided by publisher.

Customer Experience For Dummies Book PDF
✏Book Title : Customer Experience For Dummies
✏Author : Roy Barnes
✏Publisher : John Wiley & Sons
✏Release Date : 2014-10-29
✏Pages : 360
✏ISBN : 9781118756041
✏Available Language : English, Spanish, And French

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✏Customer Experience For Dummies Book Summary : Gain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential tokeeping your business relevant. Today's business owners need toknow how to connect and engage with their customers through avariety of different channels, including online reviews and word ofmouth. Customer Experience For Dummies helps you listen toyour customers and offers friendly, practical, andeasy-to-implement solutions for incorporating customer engagementinto your business plans and keep the crowds singing yourpraises. The book will show you simple and attainable ways to increasecustomer experience and generate sales growth, competitiveadvantage, and profitability. You'll get the know-how tosuccessfully optimize social media to create more loyal customers,provide feedback that keeps them coming back for more, become atrustworthy and transparent entity that receives positive reviews,and so much more. Gives you the tools you need to target customers moreprecisely Helps you implement new social and mobile strategies Shows you how to generate and maintain customer loyalty inorder to achieve success through multiple channels Explains how a fully-engaged customer can help you outperformthe competition Learn how to respond effectively to customer feedback Your brand's reputation and success is your lifeblood, andCustomer Experience For Dummies shows you how to stayrelevant, add value, and win and retain customers.

Customer Knowledge Management People Processes And Technology Book PDF
✏Book Title : Customer Knowledge Management People Processes and Technology
✏Author : Al-Shammari, Minwir
✏Publisher : IGI Global
✏Release Date : 2009-03-31
✏Pages : 386
✏ISBN : 9781605662596
✏Available Language : English, Spanish, And French

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✏Customer Knowledge Management People Processes and Technology Book Summary : "This book introduces an integrated approach to analyzing and building customer knowledge management (CKM) synergy from distinctive core advantages found in key organizational elements"--Provided by publisher.

📒Service Ability ✍ Kevin Robson

Service Ability Book PDF
✏Book Title : Service Ability
✏Author : Kevin Robson
✏Publisher : John Wiley & Sons
✏Release Date : 2012-11-12
✏Pages : 280
✏ISBN : 9781118457856
✏Available Language : English, Spanish, And French

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✏Service Ability Book Summary : 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.

Hbr S 10 Must Reads On Collaboration With Featured Article Social Intelligence And The Biology Of Leadership By Daniel Goleman And Richard Boyatzis  Book PDF
✏Book Title : HBR s 10 Must Reads on Collaboration with featured article Social Intelligence and the Biology of Leadership by Daniel Goleman and Richard Boyatzis
✏Author : Harvard Business Review
✏Publisher : Harvard Business Press
✏Release Date : 2013-03-12
✏Pages : 176
✏ISBN : 9781422191422
✏Available Language : English, Spanish, And French

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✏HBR s 10 Must Reads on Collaboration with featured article Social Intelligence and the Biology of Leadership by Daniel Goleman and Richard Boyatzis Book Summary : Join forces with others inside and outside your organization to solve your toughest problems. If you read nothing else on collaborating effectively, read these 10 articles. We’ve combed through hundreds of articles in the Harvard Business Review archive and selected the most important ones to help you work more productively with people on your team, in other departments, and in other organizations. Leading experts such as Daniel Goleman, Herminia Ibarra, and Morten Hansen provide the insights and advice you need to: Forge strong relationships up, down, and across the organization Build a collaborative culture Bust silos Harness informal knowledge sharing Pick the right type of collaboration for your business Manage conflict wisely Know when not to collaborate

📒Who Owns The Data ✍ Frank L. Eichorn

Who Owns The Data  Book PDF
✏Book Title : Who Owns the Data
✏Author : Frank L. Eichorn
✏Publisher : Tate Pub & Enterprises Llc
✏Release Date : 2005-09-01
✏Pages : 230
✏ISBN : 9781933290867
✏Available Language : English, Spanish, And French

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✏Who Owns the Data Book Summary : We all know how important customer service is, every company espouses it. But how often do we think about treating our internal colleagues with the same customer service levels as our external customers? Who Owns The Data? examines the relationships between IT departments in an organization and the business units they support and develops a holistic approach to improving these internal relationships. This book is targeted at executives, managers and team members at every level of an organization. It demonstrates the direct, positive impact of adopting Internal Customer Relationship Management principles on employee satisfaction, customer satisfaction and organizational performance.

Information Technology And Business Process Reengineering Book PDF
✏Book Title : Information Technology and Business Process Reengineering
✏Author : Hui-Liang Tsai
✏Publisher : Greenwood Publishing Group
✏Release Date : 2003
✏Pages : 298
✏ISBN : 1567206328
✏Available Language : English, Spanish, And French

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✏Information Technology and Business Process Reengineering Book Summary : Presents competitive strategy for the learning organization in the context of technological advances and continual process reengineering.

Customer Centric Marketing Strategies Tools For Building Organizational Performance Book PDF
✏Book Title : Customer Centric Marketing Strategies Tools for Building Organizational Performance
✏Author : Kaufmann, Hans-Ruediger
✏Publisher : IGI Global
✏Release Date : 2012-11-30
✏Pages : 478
✏ISBN : 9781466625259
✏Available Language : English, Spanish, And French

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✏Customer Centric Marketing Strategies Tools for Building Organizational Performance Book Summary : 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 organization’s financial and marketing performance.

Usability Success Stories Book PDF
✏Book Title : Usability Success Stories
✏Author : Paul Sherman
✏Publisher : Gower Publishing, Ltd.
✏Release Date : 2012-09-28
✏Pages : 226
✏ISBN : 9781409457985
✏Available Language : English, Spanish, And French

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✏Usability Success Stories Book Summary : People spend increasing amounts of time and effort interacting with complex hardware and software products. Some of the products we interact with are easy to learn and easy to remember. Some are even a pleasure to use. Others are hard to learn, hard to use, and frustrate us at every turn. But it is not just the user that pays the cost in such cases. Poor usability also imposes significant costs on product producers. Companies that make hard-to-use products incur higher support costs, spend more on rework, and have less satisfied customers. These outcomes can be avoided by applying the techniques of usability engineering and user-centred design (UCD) during product development. This book shows how usability and UCD practitioners do this by studying users' needs and abilities, designing the product accordingly, and verifying the design through additional testing with users. Despite the positive return on investment for usability engineering activities, many organizations view usability engineering as a non-critical part of the product development process. This book seeks to change this by relating a number of cases where usability engineering contributed significantly to the solution of a business problem. Evidence is drawn from experiences within a range of private and public sector organizations showing how usability work can best be organized and executed within a business environment. The organizational factors that facilitate or impede the application of usability engineering are also discussed. The book clearly explains the barriers to be overcome as well as highlighting the factors promoting success. A wide range of applications are covered, including web-based e-commerce, medical devices and software, process control management systems, financial services applications, consumer desktop applications and interactive voice response systems. Usability Success Stories provides a valuable guide for business managers and technical staff as well as for practitioners within the field itself.

Customer Centric Leadership 8 Principles For A Customer Centric Culture Book PDF
✏Book Title : Customer Centric Leadership 8 Principles for a Customer Centric Culture
✏Author : Sydney Brouwer
✏Publisher :
✏Release Date : 2019-03-10
✏Pages : 192
✏ISBN : 9090315667
✏Available Language : English, Spanish, And French

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✏Customer Centric Leadership 8 Principles for a Customer Centric Culture Book Summary : Every organization is aware of the importance of customer-centricity. Delivering a great customer experience is a priority for many companies. To achieve this, all sorts of methods are used to take the customer experience to the next level. However, too little attention is paid to one key aspect: leadership.In this book, Sydney Brouwer links customer-centricity and leadership. He zooms in on the role of the leader. After all, as a leader you are responsible for creating a culture that encourages everyone to understand and act on the interest of the customer. What should a leader do to make customer experience a priority for everyone in the organization? How can he enable and encourage customer-centric behavior? By using inspiring cases and examples from companies like Disney, citizenM and BMW, Sydney takes you on a journey along eight principles that will help leaders build a customer-centric culture. A culture that creates enthusiastic customers and employees.

📒Building A Future With Brics ✍ Mark Kobayashi-Hillary

Building A Future With Brics Book PDF
✏Book Title : Building a Future with BRICs
✏Author : Mark Kobayashi-Hillary
✏Publisher : Springer Science & Business Media
✏Release Date : 2007-09-27
✏Pages : 220
✏ISBN : 9783540464549
✏Available Language : English, Spanish, And French

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✏Building a Future with BRICs Book Summary : In 2003, Goldman Sachs published a startling report on the BRICs (Brazil, Russia, India, and China) region: These four countries would be larger than the G6 economics within 40 years, muscling their way to economic dominance and powering past developed countries such as the United Kingdom, Germany, and Japan. This book focuses on the technology and technology-enabled services that underpin this revolution. The editor analyses the reasons why these four countries are in a unique position to lead a 21st century growth in international services. He then features 12 chapters written by the most important chief executives from the BRICs service economy.

📒The Change Function ✍ Pip Coburn

The Change Function Book PDF
✏Book Title : The Change Function
✏Author : Pip Coburn
✏Publisher : Penguin
✏Release Date : 2006-06-22
✏Pages : 240
✏ISBN : 9781101218358
✏Available Language : English, Spanish, And French

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✏The Change Function Book Summary : The ultimate guide to predicting winners and losers in high technology Pip Coburn became famous for writing some of the liveliest reports on Wall Street. He quoted everyone from Machiavelli to HAL, Anaïs Nin to Yoda, Einstein to Gandhi. But along with the quirky writing, he consistently delivered sharp insights into technology trends and helped investors pick stocks with long-term potential. After years of studying countless winners and losers, Coburn has come up with a simple idea that explains why some technologies become huge hits (iPods, DVD players, Netflix), but others never reach more than a tiny audience (Segways, video phones, tablet PCs). He says that people are only willing to change when the pain of their current situation outweighs the perceived pain of trying something new. In other words, technology demands a change in habits, and that’s the leading cause of failure for countless cool inventions. Too many tech companies believe in "build it and they will come"— build something better and people will beat a path to your door. But, as Coburn shows, most potential users are afraid of new technologies, and they need a really great reason to change. The Change Function is an irreverent look at how this pattern plays out in countless sectors, from computers to cell phones to digital TV recorders. It will be an invaluable book for people who create and invest in new technologies.

Selected Readings On Strategic Information Systems Book PDF
✏Book Title : Selected Readings on Strategic Information Systems
✏Author : Hunter, M. Gordon
✏Publisher : IGI Global
✏Release Date : 2008-08-31
✏Pages : 444
✏ISBN : 9781605660912
✏Available Language : English, Spanish, And French

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✏Selected Readings on Strategic Information Systems Book Summary : "This book offers research articles on key issues concerning information technology in support of the strategic management of organizations"--Provided by publisher.

Relationship Marketing And Customer Relationship Management Book PDF
✏Book Title : Relationship Marketing and Customer Relationship Management
✏Author : Annekie Brink
✏Publisher : Juta and Company Ltd
✏Release Date : 2009-09
✏Pages : 216
✏ISBN : 0702177393
✏Available Language : English, Spanish, And French

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✏Relationship Marketing and Customer Relationship Management Book Summary : Presenting a dramatic shift in the way marketing is viewed and how its value is determined, this diverse resource focuses on the retention of customers through excellent customer service. Attending to the “4 Ps” of marketing, the guidebook addresses the ways in which a marketer can make decisions with the customer’s perspective as the priority. With strategies both for one-to-one marketing and for mass customization, this critical handbook offers information for today’s ever-adapting business environment.

Extending Ibm Business Process Manager To The Mobile Enterprise With Ibm Worklight Book PDF
✏Book Title : Extending IBM Business Process Manager to the Mobile Enterprise with IBM Worklight
✏Author : Ahmed Abdel-Hamid
✏Publisher : IBM Redbooks
✏Release Date : 2015-02-13
✏Pages : 346
✏ISBN : 9780738440323
✏Available Language : English, Spanish, And French

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✏Extending IBM Business Process Manager to the Mobile Enterprise with IBM Worklight Book Summary : In today's business in motion environments, workers expect to be connected to their critical business processes while on-the-go. It is imperative to deliver more meaningful user engagements by extending business processes to the mobile working environments. This IBM® Redbooks® publication provides an overview of the market forces that push organizations to reinvent their process with Mobile in mind. It describes IBM Mobile Smarter Process and explains how the capabilities provided by the offering help organizations to mobile-enable their processes. This book outlines an approach that organizations can use to identify where within the organization mobile technologies can offer the greatest benefits. It provides a high-level overview of the IBM Business Process Manager and IBM Worklight® features that can be leveraged to mobile-enable processes and accelerate the adoption of mobile technologies, improving time-to-value. Key IBM Worklight and IBM Business Process Manager capabilities are showcased in the examples included in this book. The examples show how to integrate with IBM BluemixTM as the platform to implement various supporting processes. This IBM Redbooks publication discusses architectural patterns for exposing business processes to mobile environments. It includes an overview of the IBM MobileFirst reference architecture and deployment considerations. Through use cases and usage scenarios, this book explains how to build and deliver a business process using IBM Business Process Manager and how to develop a mobile app that enables remote users to interact with the business process while on-the-go, using the IBM Worklight Platform. The target audience for this book consists of solution architects, developers, and technical consultants who will learn the following information: What is IBM Mobile Smarter Process Patterns and benefits of a mobile-enabled Smarter Process IBM BPM features to mobile-enable processes IBM Worklight features to mobile-enable processes Mobile architecture and deployment topology IBM BPM interaction patterns Enterprise mobile security with IBM Security Access Manager and IBM Worklight Implementing mobile apps to mobile-enabled business processes

It Manager S Guide To Business Strategy Book PDF
✏Book Title : IT Manager s Guide to Business Strategy
✏Author : TechRepublic
✏Publisher : CNET Networks Inc.
✏Release Date : 1995
✏Pages : 170
✏ISBN : 1931490732
✏Available Language : English, Spanish, And French

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✏IT Manager s Guide to Business Strategy Book Summary :

Customer Centric Business Models Two Steps Beyond Customer Relation Management Book PDF
✏Book Title : Customer Centric Business Models two steps beyond Customer Relation Management
✏Author : Thomas Rolf
✏Publisher : diplom.de
✏Release Date : 2004-01-30
✏Pages : 130
✏ISBN : 9783832476588
✏Available Language : English, Spanish, And French

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✏Customer Centric Business Models two steps beyond Customer Relation Management Book Summary : Inhaltsangabe:Abstract: The submitted dissertation critically discusses business models in the context of customer dimensions under uncertain market conditions. The following questions summarise the fields of investigation: How do business models adapt to rapidly changing and buyer driven markets? What are the next two steps after Customer Relationship Management? Can the gap in the process chain between Customer Relation Management and Supply Chain Management be bridged and how? How can a method be developed in order to measure the current customer orientation of a company and to compare companies among each other? Are customer oriented companies more profitable? As a deductive research approach is used, beneath a small number of inductive elements, an investigation in both secondary and primary data is imperative. Subsequently a critical review of related literature along with a supporting inquiry is part of the dissertation. The scope of the work includes background information, the discussion of future business models as well as an empiric impression of customer orientation in German small and medium sized enterprises. The most significant conclusions can be recapitulated as follows: Simple customer orientation can lead to less innovation, furthermore to unprofitable business and in the worst case to the elimination of a company. Customer oriented strategy is about building processes that are able to react to any environmental or economical modification as fast as possible. The evolution of Customer Relation Management will lead to new customer driven and pulled business models, including innovative measurement methods like Return on Customer . The gap between Customer Relation Management and Supply Chain Management will in all probability be bridged, new concepts (e.g. Customer Chain Management) will represent this task. A balanced Customer Centric Index, developed as a benchmark instrument as part of the dissertation, shows that only a third of the examined companies can be interpreted as customer oriented , on the other hand Sales & Marketing is regarded as the initial and most influencing process. A statistical connection between being customer oriented and profit could not be proved. As a surprising and unintentional result the survey revealed that focusing on a small market (niche) is, at least for SME, a more profitable business. Eventually the dissertation leaves behind additional questions that could not be [...]

Customer Relationship Management Book PDF
✏Book Title : Customer Relationship Management
✏Author : Subhasish Das
✏Publisher : Excel Books India
✏Release Date : 2007
✏Pages : 129
✏ISBN : 8174465316
✏Available Language : English, Spanish, And French

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✏Customer Relationship Management Book Summary : This book provides a perceptive on CRM that we believe has been lacking for some time i.e. how to use CRM and its implementation on ITES/BPO.This book gives an overview CRM its implementation on BPO/ITES and certainly helps the aspiring people who want to join the growing industry of ITES.It is not a theoretical treatise on CRM, nor is it an untested vision of futurists. Every chapter is based on the author's real world observation and experiences with companies. This book is eminently practical for ITES/BPO, ITES training centers.

📒Anticipate ✍ Bill Thomas

Anticipate Book PDF
✏Book Title : Anticipate
✏Author : Bill Thomas
✏Publisher : John Wiley & Sons
✏Release Date : 2012-10-16
✏Pages : 224
✏ISBN : 9781118417218
✏Available Language : English, Spanish, And French

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✏Anticipate Book Summary : Design and implement the ideal customer focus Anticipate provides business readers with a practical how-to approach for taking their customer-supplier relationship to one that is more sustainable and more mutually profitable. Much of the discussion on customer experience has centered on the hospitality or retail industries and has showcased the discrete techniques organizations use to deliver better service and create more satisfied customers. Anticipate extends and integrates those techniques to deliver an end-to-end customer experience that can be applied in any industry, by any type of organization. Get proven guidance on how to design and implement a customer-focused journey that moves beyond the transaction and satisfied customers, to a relationship and culture that creates and leverages loyalty – and the profitability that comes with it. Explains proprietary methods—such as the Customer Focus Maturity Model ® and Value Chain Labs ® —that teach readers the steps and tools organizations use to create, drive and optimize their customer focus. Authors Bill Thomas and Jeff Tobe have used their 10-point framework to guide Fortune 500’s, start-ups as well as non-profits in charting a customer-focused journey that matures, anticipates and delivers increasing levels of loyalty and profitability with their customers, and across their broader value chain. Anticipate will provide you with field-proven steps, tools and examples that you’ll use to take your customer-focused strategy, execution and culture to the ideal level.

Customer Service For Dummies Book PDF
✏Book Title : Customer Service For Dummies
✏Author : Karen Leland
✏Publisher : John Wiley & Sons
✏Release Date : 2011-03-03
✏Pages : 408
✏ISBN : 9781118052730
✏Available Language : English, Spanish, And French

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✏Customer Service For Dummies Book Summary : Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.

Management Information Systems Texts And Cases Book PDF
✏Book Title : Management Information Systems Texts And Cases
✏Author : Jawadekar
✏Publisher : Tata McGraw-Hill Education
✏Release Date : 2006-08-01
✏Pages :
✏ISBN : 0070616345
✏Available Language : English, Spanish, And French

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✏Management Information Systems Texts And Cases Book Summary :

📒The Global Brand ✍ Nigel Hollis

The Global Brand Book PDF
✏Book Title : The Global Brand
✏Author : Nigel Hollis
✏Publisher : St. Martin's Press
✏Release Date : 2008-09-30
✏Pages : 272
✏ISBN : 0230615414
✏Available Language : English, Spanish, And French

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✏The Global Brand Book Summary : A top executive at one of the world's leading marketing firms analyzes the familiarity and strength of brands and establishes five steps towards increasing brand strength in a globalized world Rapid advances in modern technology present companies with quickly expanding marketing opportunities, but they also create an over-saturated business landscape that both helps and hurts brands. The Global Brand is a thorough investigation of brand strength in the accelerated modern business world. Nigel Hollis draws on his experience at Millward Brown to present a simple formula for determining brand strength based on two axes, Presence (or familiarity) and Voltage (or marketing appeal), to illustrate the market value and performance of brands. He analyzes the five steps of customer commitment to a strong brand--Presence, Relevance, Performance, Advantage, and Bonding. Finally, Hollis emphasizes human nature as a set of constant core values that all brands should appeal to, and analyzes the future of brand-building as a profitable investment. “In The Global Brand, Nigel Hollis not only corrects some of the misconceptions of the past but offers a glimpse of the future that is both perceptive and grounded in good business sense. Those who take the time to properly digest this book will save their companies a lot of money.” —Sir Martin Sorrell, Chief Executive Officer, WPP

Analytics And Dynamic Customer Strategy Book PDF
✏Book Title : Analytics and Dynamic Customer Strategy
✏Author : John F. Tanner, Jr.
✏Publisher : John Wiley & Sons
✏Release Date : 2014-06-17
✏Pages : 256
✏ISBN : 9781118919774
✏Available Language : English, Spanish, And French

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✏Analytics and Dynamic Customer Strategy Book Summary : Key decisions determine the success of big data strategy Dynamic Customer Strategy: Big Profits from Big Data is a comprehensive guide to exploiting big data for both business-to-consumer and business-to-business marketing. This complete guide provides a process for rigorous decision making in navigating the data-driven industry shift, informing marketing practice, and aiding businesses in early adoption. Using data from a five-year study to illustrate important concepts and scenarios along the way, the author speaks directly to marketing and operations professionals who may not necessarily be big data savvy. With expert insight and clear analysis, the book helps eliminate paralysis-by-analysis and optimize decision making for marketing performance. Nearly seventy-five percent of marketers plan to adopt a big data analytics solution within two years, but many are likely to fail. Despite intensive planning, generous spending, and the best intentions, these initiatives will not succeed without a manager at the helm who is capable of handling the nuances of big data projects. This requires a new way of marketing, and a new approach to data. It means applying new models and metrics to brand new consumer behaviors. Dynamic Customer Strategy clarifies the situation, and highlights the key decisions that have the greatest impact on a company's big data plan. Topics include: Applying the elements of Dynamic Customer Strategy Acquiring, mining, and analyzing data Metrics and models for big data utilization Shifting perspective from model to customer Big data is a tremendous opportunity for marketers and may just be the only factor that will allow marketers to keep pace with the changing consumer and thus keep brands relevant at a time of unprecedented choice. But like any tool, it must be wielded with skill and precision. Dynamic Customer Strategy: Big Profits from Big Data helps marketers shape a strategy that works.

Building The Customer Centric Enterprise Book PDF
✏Book Title : Building the Customer Centric Enterprise
✏Author : Claudia Imhoff
✏Publisher : Wiley
✏Release Date : 2001-02-19
✏Pages : 512
✏ISBN : 0471319813
✏Available Language : English, Spanish, And French

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✏Building the Customer Centric Enterprise Book Summary : Strategies for leveraging information technologies to improve customer relationships With E-business comes the opportunity for companies to really get to know their customers--who they are and their buying patterns. Business managers need an integrated strategy that supports customers from the moment they enter the front door--or Web site--right through to fulfillment, support, and promotion of new products and services. Along the way, IT managers need an integrated set of technologies--from Web sites to databases and data mining tools--to make all of this work. This book shows both IT and business managers how to match business strategies to the technologies needed to make them work. Claudia Imhoff helped pioneer this set of technologies, called the Corporate Information Factory (CIF). She and her coauthors take readers step-by-step through the process of using the CIF for creating a customer-focused enterprise in which the end results are increased market share and improved customer satisfaction and retention. They show how the CIF can be used to ensure accuracy, identify customer needs, tailor promotions, and more.

📒Engaging Brands ✍ Michela Addis

Engaging Brands Book PDF
✏Book Title : Engaging Brands
✏Author : Michela Addis
✏Publisher : Routledge
✏Release Date : 2020-06-02
✏Pages : 258
✏ISBN : 9780429996382
✏Available Language : English, Spanish, And French

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✏Engaging Brands Book Summary : How can managers design and manage excellent customer experiences that will develop long-term relationships with their customers? This book addresses this key question and explores both the theory developed over the past 20 years and tools to create truly engaging brands. Taking a broad holistic approach, this book brings together current thinking on experiential marketing, brand management, customer engagement, customer well-being and happiness, customer loyalty and emotions, the customer journey map, and big data and combines it into a practical and clear roadmap for brand managers. By integrating these modern perspectives, concepts, research techniques, and operative tools, this book provides a new perspective of marketing management to design and build engaging branding. Using extensive examples from a variety of industries, this book offers a global perspective that will appeal to both advanced students and experienced marketing managers.