Client Centricity

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Customer Centricity

Peter Fader
Customer Centricity Book PDF

Author : Peter Fader
Publisher : Unknown
Page : 128 pages
File Size : 40,5 Mb
Release : 2012
Category : Business planning
ISBN : OCLC:1137351496

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Customer Centricity by Peter Fader Pdf

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.

Client Centricity

Jan U. Hagen,Ulrich Schürenkrämer
Client Centricity Book PDF

Author : Jan U. Hagen,Ulrich Schürenkrämer
Publisher : Murmann Publishers GmbH
Page : 198 pages
File Size : 46,5 Mb
Release : 2015-06-11
Category : Business & Economics
ISBN : 9783867744836

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Client Centricity by Jan U. Hagen,Ulrich Schürenkrämer Pdf

The financial market crisis has brought the very business models of many banks into question. What lessons should banks take from these events? What consequences will the industry have to face when dealing with clients? These questions are at the center of this book, with contributions from renowned experts and examples from theory and practice. Client commitment – the pursuit of pure customer focus – has become a success factor in many areas of the banking industry. This book sheds light on the theoretical aspects of client commitment and shows how its various facets are being put into practice.

The Customer Centricity Playbook

Peter Fader,Sarah E. Toms
The Customer Centricity Playbook Book PDF

Author : Peter Fader,Sarah E. Toms
Publisher : University of Pennsylvania Press
Page : 136 pages
File Size : 46,6 Mb
Release : 2018-10-30
Category : Business & Economics
ISBN : 9781613631416

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The Customer Centricity Playbook by Peter Fader,Sarah E. Toms Pdf

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.

The Client Centric Protagonist

Nilakantasrinivasan J,Nilakantasrinivasan JNeil)
The Client Centric Protagonist Book PDF

Author : Nilakantasrinivasan J,Nilakantasrinivasan JNeil)
Publisher : Nilakantasrinivasan J
Page : 106 pages
File Size : 49,7 Mb
Release : 2022-06-18
Category : Business & Economics
ISBN : 9798836697846

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The Client Centric Protagonist by Nilakantasrinivasan J,Nilakantasrinivasan JNeil) Pdf

- How can I, as an individual, become more client-focused? - How can we, as a company, foster client-centered transformation and culture? If you are looking for answers to the two questions mentioned above, then this is your book. The author, Nilakantasrinivasan J has presented the answers as a story of Parth, an Indian Army veteran who joins a specialty chemicals company called SPKEM as an account manager. Without the requisite domain knowledge, will he steer himself and his organization from a brewing storm? Over 300+ books have been written on this topic, so why one more? In author's 25 years in the industry, he has closely studied organizations in B2C, as well as B2B, through the lens of their policies, processes, technology, culture, and people, and at the same time listened to their client-side stories. Client Centricity is a perpetual quest for most organizations, and a lot has been accomplished, but CXOs are still curious as to why all this doesn’t translate into business growth and why are clients leaving? What do clients value? Author gives you workable methods, not empty promises. It presents a planned program with approaches, tools and tips for account managers, business development managers, customer success managers, business heads, CXOs, entrepreneurs, consultants & business students. The book presents the 7 Acts of Client Centric Professional, Client Centric Value Plan, Stakeholder Engagement, 3Level Client Centricity Framework and Human-to-Human (H2H) approach.

Customer Centricity

Peter Fader
Customer Centricity Book PDF

Author : Peter Fader
Publisher : University of Pennsylvania Press
Page : 151 pages
File Size : 45,8 Mb
Release : 2020-05-26
Category : Business & Economics
ISBN : 9781613631010

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Customer Centricity by Peter Fader Pdf

A powerful call to action, Customer Centricity upends some of our most fundamental beliefs about customer service, customer relationship management, and customer lifetime value. Despite what the old adage says, the customer is not always right. Even companies that can seemingly do no wrong—like the coffeehouse giant Starbucks—have only recently started to figure this out. Starbucks is one of many companies that has successfully executed a pivot that puts the company in a customer-centric mindset, an approach that Wharton professor Peter Fader describes in Customer Centricity. Fader advocates that in the world of customer centricity, there are good customers … and then there is pretty much everybody else. In a new preface and afterword to Customer Centricity, Fader reflects on how the landscape has changed over nearly a decade since he first proposed that businesses radically rethink how they relate to customers. Using examples from Starbucks, Nordstrom, and more, Fader provides insights to help you understand: Why customer centricity is the new model for success in today's data-driven environment. How the ideas of brand equity and customer asset value 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; How customer centricity will help you realign your performance metrics, product development, customer relationship management and organization 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 to bring it to the forefront of your organization. THE WHARTON EXECUTIVE ESSENTIALS SERIES The Wharton Executive Essentials series from Wharton School 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.

The Customer Centricity Ebook Collection (3 Books)

Peter Fader,Bruce G. S. Hardie,Michael Ross,Sarah E. Toms
The Customer Centricity Ebook Collection 3 Books Book PDF

Author : Peter Fader,Bruce G. S. Hardie,Michael Ross,Sarah E. Toms
Publisher : University of Pennsylvania Press
Page : 514 pages
File Size : 52,9 Mb
Release : 2024-07-23
Category : Business & Economics
ISBN : 9781613631836

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The Customer Centricity Ebook Collection (3 Books) by Peter Fader,Bruce G. S. Hardie,Michael Ross,Sarah E. Toms Pdf

Available for the First Time—Three Books in One! The Customer Centricity Ebook Collection is a must-have for any business leader looking to understand and implement customer-centric strategies. This collection includes three essential books by renowned experts Peter Fader, Bruce Hardie, Michael Ross, and Sarah Toms, all of whom are leaders in the field of customer centricity. The collection includes three books in a single volume:Customer Centricity, by Peter FaderThe Customer Centricity Playbook, by Peter Fader and Sarah TomsThe Customer-Base Audit, by Peter Fader, Bruce Hardie, and Michael Ross The Customer Centricity Ebook Collection offers a comprehensive guide to understanding, implementing, and measuring the impact of customer-centric strategies.

Competitive Advantage of Customer Centricity

Sathit Parniangtong
Competitive Advantage of Customer Centricity Book PDF

Author : Sathit Parniangtong
Publisher : Springer
Page : 330 pages
File Size : 41,8 Mb
Release : 2017-06-05
Category : Business & Economics
ISBN : 9789811044427

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Competitive Advantage of Customer Centricity by Sathit Parniangtong Pdf

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.

Handbook on Customer Centricity

Robert W. Palmatier,Christine Moorman,Ju-Yeon Lee
Handbook on Customer Centricity Book PDF

Author : Robert W. Palmatier,Christine Moorman,Ju-Yeon Lee
Publisher : Edward Elgar Publishing
Page : 384 pages
File Size : 53,6 Mb
Release : 2019
Category : Business & Economics
ISBN : 9781788113601

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Handbook on Customer Centricity by Robert W. Palmatier,Christine Moorman,Ju-Yeon Lee Pdf

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.

Using Information to Develop a Culture of Customer Centricity

David Loshin,Abie Reifer
Using Information to Develop a Culture of Customer Centricity Book PDF

Author : David Loshin,Abie Reifer
Publisher : Elsevier
Page : 105 pages
File Size : 46,8 Mb
Release : 2013-11-22
Category : Computers
ISBN : 9780124115132

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Using Information to Develop a Culture of Customer Centricity by David Loshin,Abie Reifer Pdf

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.

The Customer Centricity Playbook

Peter Fader,Sarah E. Toms
The Customer Centricity Playbook Book PDF

Author : Peter Fader,Sarah E. Toms
Publisher : University of Pennsylvania Press
Page : 137 pages
File Size : 42,6 Mb
Release : 2018-10-30
Category : Business & Economics
ISBN : 9781613630914

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The Customer Centricity Playbook by Peter Fader,Sarah E. Toms Pdf

2019 AXIOM BUSINESS BOOK AWARD WINNER Featured in Forbes, NPR's Marketplace, and a Google Talk, The Customer Centricity Playbook offers "actionable insights to drive immediate value," according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google. 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. 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. "A must-read."—Aimee Johnson, Chief Marketing Officer, Zillow "The Customer Centricity Playbook offers 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 "Peter Fader and Sarah Toms offer transformative insights that light the path for business leaders."—Susan Johnson, Chief Marketing Officer, SunTrust Banks

Working Misunderstandings

Frauke Mörike
Working Misunderstandings Book PDF

Author : Frauke Mörike
Publisher : transcript Verlag
Page : 319 pages
File Size : 48,6 Mb
Release : 2021-11-30
Category : Social Science
ISBN : 9783839458679

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Working Misunderstandings by Frauke Mörike Pdf

Misunderstandings are often perceived as something to be avoided yet delineate an integrative part of everyday work. This book addresses the role that misunderstandings play in collaborative work and, above all, their effects on the organisational result. As exemplified by project collaboration across three offices of a multinational corporation in India, Frauke Mörike explores how misunderstandings shape the organisational system and why they prove not only necessary but even productive for organisational functioning. In doing so, she offers new ways to think about collaboration and establishes `misunderstanding' as a key factor of insight for the field of organisational research.

The Palgrave Handbook of Managing Continuous Business Transformation

Horst Ellermann,Peter Kreutter,Wolfgang Messner
The Palgrave Handbook of Managing Continuous Business Transformation Book PDF

Author : Horst Ellermann,Peter Kreutter,Wolfgang Messner
Publisher : Springer
Page : 639 pages
File Size : 44,9 Mb
Release : 2016-12-27
Category : Business & Economics
ISBN : 9781137602282

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The Palgrave Handbook of Managing Continuous Business Transformation by Horst Ellermann,Peter Kreutter,Wolfgang Messner Pdf

This handbook provides a comprehensive and unparalleled reference point for studying continuous business transformation. Asserting that change will be the new normal and highlighting the fact that business transformation can never be complete, this important resource is a tool for coping with ongoing change in order to become and stay resilient, the predominant concern of executives across industries. Containing case study material to illustrate issues and solutions, The Palgrave Handbook of Managing Continuous Business Transformation takes an interdisciplinary approach weaving together strategic concepts with real-life experiences, connecting human resource issues with shifts in information technology and linking customers with the businesses from which they buy. Structured into four parts; transformational shifts, achieving customer centricity, dealing with new technology and leading the change, this handbook is crucial reading for academics, scholars and practitioners of business transformation.

Walking the Talk

Carolyn Taylor
Walking the Talk Book PDF

Author : Carolyn Taylor
Publisher : Random House
Page : 416 pages
File Size : 48,5 Mb
Release : 2015-09-24
Category : Business & Economics
ISBN : 9781473535855

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Walking the Talk by Carolyn Taylor Pdf

A new, fully revised edition. The culture of an organisation can mean the difference between success and failure. Leaders cast long shadows, and if you want to change the culture you have to walk the talk. This book shows you how. Walking the Talk covers everything from measuring corporate culture to changing people's behaviour (including your own) and describes in detail six archetypes of company culture: Achievement, Customer-Centric, One-Team, Innovative, People-First and Greater-Good. Packed with fascinating examples and case histories, and drawing extensively on Carolyn Taylor's twenty years' experience of building great cultures, it will give you the confidence to build a culture of success in your own organisation.

Legal Services Regulation at the Crossroads

Noel Semple
Legal Services Regulation at the Crossroads Book PDF

Author : Noel Semple
Publisher : Edward Elgar Publishing
Page : 336 pages
File Size : 44,5 Mb
Release : 2015-02-27
Category : Law
ISBN : 9781784711665

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Legal Services Regulation at the Crossroads by Noel Semple Pdf

Who should be allowed to provide legal services to others? What characteristics must these services possess? Through a comparative study of English-speaking jurisdictions, this book illuminates the policy choices involved in legal services regulation a

The Client-Centered Law Firm

Jack Newton
The Client Centered Law Firm Book PDF

Author : Jack Newton
Publisher : Blue Check Publishing
Page : 314 pages
File Size : 49,7 Mb
Release : 2020-01-28
Category : Electronic
ISBN : 1989603327

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The Client-Centered Law Firm by Jack Newton Pdf

The legal industry has long been risk averse, but when it comes to adapting to the experience-driven world created by companies like Netflix, Uber, and Airbnb, adherence to the old status quo could be the death knell for today's law firms. In The Client-Centered Law Firm, Clio cofounder Jack Newton offers a clear-eyed and timely look at how providing a client-centered experience and running an efficient, profitable law firm aren't opposing ideas. With this approach, they drive each other. Covering the what, why, and how of running a client-centered practice, with examples from law firms leading this revolution as well as practical strategies for implementation, The Client-Centered Law Firm is a rallying call to unlock the enormous latent demand in the legal market by providing client-centered experiences, improving internal processes, and raising the bottom line.