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"Customer-Centricity"

♥ Book Title : Customer-Centricity
♣ Name Author : Josep F. Valls Giménez
∞ Launching : 2018-10-12
◊ Info ISBN Link : 9781527519138
⊗ Detail ISBN code : 1527519139
⊕ Number Pages : Total 158 sheet
♮ News id : HPR0DwAAQBAJ

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☯ Full Synopsis : "The empowered customer is here to stay. With a low tolerance for subpar experiences, they have no qualms in switching brands if disappointed, and expect companies to provide offers that are personally relevant to them. This realisation has led enterprises to revamp their business strategies to meet the high expectations of these savvy and hyper-connected consumers. This requires a 360 degree customer-centric approach—fuelled by big data—that attempts to understand customer problems and deliver timely solutions. The ability to use customer journey mapping and real-time analytics to unlock actionable insights can provide a competitive edge. Knowledge about shifts in customer behaviour, preferred channels or social media sentiment helps companies to respond proactively and with the right message. The digital transformation snake framework presented in this book examines the socio-economic changes and digital trends that are reshaping consumption, and what they portend for the future. It is complemented by an analysis of the new skills and workforce models, as well as the business models needed to succeed in the age of digital disruption."Article| Josep F. Valls Giménez| Statement ..."

"Handbook on Customer Centricity"

♥ Book Title : Handbook on Customer Centricity
♣ Name Author : Robert W. Palmatier
∞ Launching : 2019
◊ Info ISBN Link : 9781788113601
⊗ Detail ISBN code : 1788113608
⊕ Number Pages : Total 384 sheet
♮ News id : flqrDwAAQBAJ

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☯ Full Synopsis : "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."Article| Robert W. Palmatier| Statement ..."

"The Customer Centricity Playbook"

♥ Book Title : The Customer Centricity Playbook
♣ Name Author : Peter Fader
∞ Launching : 2018-10-30
◊ Info ISBN Link : 1613630905
⊗ Detail ISBN code : 9781613630907
⊕ Number Pages : Total 136 sheet
♮ News id : sqzPvAEACAAJ

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☯ Full Synopsis : "How did global gaming company Electronic Arts go from being named "Worst Company in America" to clearing a billion dollars in profit? They discovered a simple truth--and acted on it: Not all customers are the same, regardless of how they appear on the surface. The most successful companies, from Amazon to Best Buy, understand their best customers are their most valuable asset, and they tailor their acquisition, development, and retention efforts to those customers. 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. Fader and Toms offer a 360-degree analysis of all the elements that support customer centricity within an organization. In this book, you will learn how to: Develop a customer-centric strategy for your organization Understand the right way to think about customer lifetime value (CLV) Finetune investments in customer acquisition, retention, and development tactics based on customer heterogeneity Foster a culture that sustains customer centricity, and also understand the link between CLV and market valuation Understand customer relationship management (CRM) systems, as they are a vital underpinning for all these areas through the valuable insights they provide Fader's first book, Customer Centricity, quickly became a go-to for readers interested in focusing on the right customers for strategic advantage. In this new book, Fader and Toms offer a true playbook for companies of all sizes that want to create and implement a winning strategy to acquire, develop, and retain customers for the greatest value. ALSO AVAILABLE: Peter Fader's Customer Centricity offers an introduction to the subject. The Customer Centricity Playbook shows customer centricity converts where to get started. "A fantastic 360-degree analysis of how companies become truly customer-centric.... Required reading." --Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google "A must-read." --Aimee Johnson, Senior Vice President, Digital Customer Experience, Starbucks "Fundamental insights to point organizations of any size in the right direction." --Rob Markey, Partner, Bain & Company, Inc., and coauthor, The Ultimate Question 2.0 "Required reading for leadership teams, as well as marketing and sales executives." --Matthew Derella, Global Vice President, Revenue and Content Partnerships, Twitter "If you struggle with customer engagement or are ready to better acquaint yourself with your customers, Peter Fader and Sarah Toms' new book The Customer Centricity Playbook is a must-read." --Jacqueline Parkes, Chief Marketing Officer and EVP, Digital Studios, MTV, VH1 & Logo "Peter Fader and Sarah Toms offer transformative insights that light the path for business leaders." --Susan Johnson, Chief Marketing Officer, SunTrust Banks "Essential reading for those who aspire to market leadership, regardless of industry." --Joshua Kanter, Chief Marketing Officer, PetSmart "I read The Customer Centricity Playbook by Peter Fader and Sarah Toms in a single sitting." --Robbie Kellman Baxter, Consultant, Peninsula Strategies, and Author, The Membership Economy"Article| Peter Fader| Statement ..."

"Customer Centricity"

♥ Book Title : Customer Centricity
♣ Name Author : Weiwei Huang
∞ Launching : 2019-02-19
◊ Info ISBN Link : 1911498711
⊗ Detail ISBN code : 9781911498711
⊕ Number Pages : Total 406 sheet
♮ News id : fcy7swEACAAJ

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☯ Full Synopsis : "In 2012, the Chinese company Huawei Technologies overtook Ericsson to become the world's largest telecommunications equipment manufacturer, firmly establishing itself on the world business map. Today, it has more than 180,000 employees worldwide and achieved record profits in 2014 of $7.3 billion. This book provides a deep and clear understanding of Huawei's management philosophy and strategy. Central to this is the company's orientation towards customers - that customer satisfaction is the base criterion for measuring Huawei's work. The author also examines Huawei's strategy for long-term growth, especially the principles related to organizational design and operations, the constant improvement of end-to-end procedures, and the management of change. In short, the book reveals how to manage and grow a world-class high-tech company."Article| Weiwei Huang| Statement ..."

"Customer-Centricity"

♥ Book Title : Customer-Centricity
♣ Name Author : Josep-Francesc Valls
∞ Launching : 2018-11
◊ Info ISBN Link : 1527515877
⊗ Detail ISBN code : 9781527515871
⊕ Number Pages : Total 158 sheet
♮ News id : 0-mwuwEACAAJ

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☯ Full Synopsis : "The empowered customer is here to stay. With a low tolerance for subpar experiences, they have no qualms in switching brands if disappointed, and expect companies to provide offers that are personally relevant to them. This realisation has led enterprises to revamp their business strategies to meet the high expectations of these savvy and hyper-connected consumers. This requires a 360 degree customer-centric approachfuelled by big datathat attempts to understand customer problems and deliver timely solutions. The ability to use customer journey mapping and real-time analytics to unlock actionable insights can provide a competitive edge. Knowledge about shifts in customer behaviour, preferred channels or social media sentiment helps companies to respond proactively and with the right message. The digital transformation snake framework presented in this book examines the socio-economic changes and digital trends that are reshaping consumption, and what they portend for the future. It is complemented by an analysis of the new skills and workforce models, as well as the business models needed to succeed in the age of digital disruption."Article| Josep-Francesc Valls| Statement ..."

"Customer Centricity"

♥ Book Title : Customer Centricity
♣ Name Author : Peter Fader
∞ Launching : 2012-05-15
◊ Info ISBN Link : 9781613630150
⊗ Detail ISBN code : 1613630158
⊕ Number Pages : Total 128 sheet
♮ News id : MhMwX_PUxpkC

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☯ Full Synopsis : "A powerful call to action, Customer Centricity upends some of our most fundamental beliefs about customer service, customer relationship management, and customer lifetime value 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. In Customer Centricity, Wharton professor Peter Fader, coauthor of the follow-up book The Customer Centricity Playbook, helps businesses radically rethink how they relate to customers. He provides insights to help you understand: Why customer centricity is the new model for success and product centricity must be ushered out How the ideas of brand equity and customer equity help us understand what kinds of companies naturally lend themselves to the customer-centric model and which ones don’t Why the traditional models for determining the value of individual customers are flawed How executives can use customer lifetime value (CLV) and other customer-centric data to make smarter decisions about their companies How the well-intended idea of customer relationship management (CRM) lost its way—and how your company can properly put CRM to use Customer Centricity will help you realign 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. ALSO AVAILABLE: Once Fader convinces you of the value of customer centricity in this book, The Customer Centricity Playbook, with Sarah Toms, will show you where to get started. “Reveals how to increase profits from your best customers, find more like them, and avoid over-investing in the rest....Decidedly accessible and absolutely necessary.” —Jim Sterne, Founding President and Chairman, Digital Analytics Association “Perfect read...It’s short (60-90 minutes), clear, and the best summary I’ve read of why companies should rethink their approach to customers.” —Andrew McFarland, SVP, Chief Customer Officer, Black Box “Knowing what your customers are worth is the secret to focusing your time and money where it makes the most difference. You can’t be all things to all people, so you need to learn to find out who really matters to your success. Fader makes it clear with great ideas and a readable style.” —Andy Sernovitz, author, Word of Mouth Marketing THE WHARTON EXECUTIVE ESSENTIALS SERIES The Wharton Executive Essentials series from Wharton Digital Press brings the ideas of the Wharton School’s thought leaders to you wherever you are. Inspired by Wharton’s Executive Education program, each book is authored by globally renowned faculty and filled with real-life business examples and actionable advice. Wharton Executive Essentials guides offer a quick-reading, penetrating, and comprehensive summary of the knowledge leaders need to excel in today’s competitive business environment and capture tomorrow’s opportunities."Article| Peter Fader| Statement ..."

"Foundations for Customer Centricity"

♥ Book Title : Foundations for Customer Centricity
♣ Name Author : James Dodkins
∞ Launching :
◊ Info ISBN Link : 9781326138530
⊗ Detail ISBN code : 1326138537
⊕ Number Pages : Total 233 sheet
♮ News id : nyLTCAAAQBAJ

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"Authentic Customer Centricity"

♥ Book Title : Authentic Customer Centricity
♣ Name Author : Alkhatani Saad Zafer
∞ Launching : 2015-06-01
◊ Info ISBN Link : 9781623969141
⊗ Detail ISBN code : 162396914X
⊕ Number Pages : Total 117 sheet
♮ News id : 9AUoDwAAQBAJ

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☯ Full Synopsis : "This book offers a breakthrough formula for creating a sustainable customer centric organization, which forms the key to enduring business success. This new blueprint entails a systematic and integrated journey towards customer centricity. In this book, Dr. Zafer has provided a sorely needed guidebook for executives to become a successful customer centric company. He shows us how companies can deliver a superior customer experience that result in trusted customer relations that can boost profitability. This is the book you should read if you want to deliver a superior customer experience in a sustainable way."Article| Alkhatani Saad Zafer| Statement ..."

"Using Information to Develop a Culture of Customer Centricity"

♥ Book Title : Using Information to Develop a Culture of Customer Centricity
♣ Name Author : David Loshin
∞ Launching : 2013-11-22
◊ Info ISBN Link : 9780124115132
⊗ Detail ISBN code : 0124115136
⊕ Number Pages : Total 108 sheet
♮ News id : u-CH68qGIsQC

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☯ Full Synopsis : "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."Article| David Loshin| Statement ..."

"Using Information to Develop a Culture of Customer Centricity"

♥ Book Title : Using Information to Develop a Culture of Customer Centricity
♣ Name Author : David Loshin
∞ Launching : 2013-11-22
◊ Info ISBN Link : 9780124115132
⊗ Detail ISBN code : 0124115136
⊕ Number Pages : Total 108 sheet
♮ News id : u-CH68qGIsQC

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☯ Full Synopsis : "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."Article| David Loshin| Statement ..."

"Competitive Advantage of Customer Centricity"

♥ Book Title : Competitive Advantage of Customer Centricity
♣ Name Author : Sathit Parniangtong
∞ Launching : 2017-06-05
◊ Info ISBN Link : 9789811044427
⊗ Detail ISBN code : 9811044422
⊕ Number Pages : Total 330 sheet
♮ News id : x8gmDwAAQBAJ

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☯ Full Synopsis : "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."Article| Sathit Parniangtong| Statement ..."

"5 Steps to Customer Centricity"

♥ Book Title : 5 Steps to Customer Centricity
♣ Name Author : Koert Breebaart
∞ Launching : 2012-11-01
◊ Info ISBN Link : 9781105253973
⊗ Detail ISBN code : 110525397X
⊕ Number Pages : Total 198 sheet
♮ News id : zSvrAwAAQBAJ

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☯ Full Synopsis : "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."Article| Koert Breebaart| Statement ..."