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The Customer Centric Enterprise by Mitchell M. Tseng,Frank Piller Pdf
Companies are being forced to react to the growing individualization of demand. At the same time, cost management remains of paramount importance due to the competitive pressure in global markets. Thus, making enterprises more customer centric efficiently is a top management priority in most industries. Mass customization and personalization are key strategies to meet this challenge. Companies like Procter&Gamble, Lego, Nike, Adidas, Land's End, BMW, or Levi Strauss, among others, have started large-scale mass customization programs. This book provides insight into the different aspects of building a customer centric enterprise. Following an interdisciplinary approach, leading scientists and practitioners share their findings, concepts, and strategies from the perspective of design, production engineering, logistics, technology and innovation management, customer behavior, as well as marketing.
Building the Customer-Centric Enterprise by Claudia Imhoff,Lisa Loftis,Jonathan G. Geiger Pdf
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.
Customers Inside, Customers Outside by Michael W. Lowenstein Pdf
Over the past several years, leading companies have entered a period of major marketing and operational adjustment and convergence, or intersection. It’s a reaction to a critical fact of life: Customers—not organizations— now control the decision-making dynamics and how organizations are perceived. We are witnessing significant multichannel media application (and resultant omnichannel access by consumers), along with more effective and pervasive customer data gathering, analysis, and modeling. If you’re observing these major shifts in your own organization, you’ll need this book. Inside, you’ll learn how to build proactive customer communication, improve relationships, drive positive brand perception, optimize channel selection and message personalization, and enhance employee-related factors (hiring, training, reward, recognition), all leading to superior customer experience and a customercentric culture. In addition, the author has incorporated content on “Big Data” generation and analytics, which you’ll master while scoring a direct hit to the moving target—your continuously changing, and increasingly independent, customer base.
Designing the Customer-Centric Organization by Jay R. Galbraith Pdf
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.
The Customer-Centered Enterprise: How IBM and Other World-Class Companies Achieve Extraordinary Results by Putting Customers First by Harvey Thompson Pdf
IBM's battle plan for attracting new customers--and keeping them for life. IBM--history's most remarkable organization--stays on top by constantly honing and refining its marketing strategies. One vital strategy, however, remains constant: The customer must always come first. The Customer-Centered Enterprise is the only in-depth exploration of IBM's battle-tested Customer Value Management (CVM)--the revolutionary program that makes the customer's viewpoint paramount in every corporate process and management decision. In today's environment of similar or identical products, CVM's battle-tested techniques will help any company differentiate itself, retain its customers, and grow. Actual examples and case studies show how IBM and other companies have used CVM to align their organization capabilities with customer expectations--experiencing unqualified marketing success.
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.
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.
Designing the Customer-Centric Organization by Jay R. Galbraith Pdf
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.
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
Building Products for the Enterprise by Blair Reeves,Benjamin Gaines Pdf
If you’re new to software product management or just want to learn more about it, there’s plenty of advice available—but most of it is geared toward consumer products. Creating high-quality software for the enterprise involves a much different set of challenges. In this practical book, two expert product managers provide straightforward guidance for people looking to join the thriving enterprise market. Authors Blair Reeves and Benjamin Gaines explain critical differences between enterprise and consumer products, and deliver strategies for overcoming challenges when building for the enterprise. You’ll learn how to cultivate knowledge of your organization, the products you build, and the industry you serve. Explore why: Identifying customer vs user problems is an enterprise project manager’s main challenge Effective collaboration requires in-depth knowledge of the organization Analyzing data is key to understanding why users buy and retain your product Having experience in the industry you’re building products for is valuable Product longevity depends on knowing where the industry isheaded
The Customer Excellence Enterprise by Wayne Simmons,Thomas DeWitt Pdf
Revolutionize the way your firm interacts with its customers The Customer Excellence Enterprise: A Playbook for Creating Customers for Life, by Wayne Simmons and Tom DeWitt, is an enlightening guide for anyone looking to revolutionize the customer experience in today's challenging business environment. This book provides a fresh perspective on customer-centricity, addressing the disconnect between companies' customer-first claims and the disappointing reality experienced by many customers. Simmons and DeWitt expertly navigate the complexities of delivering a superior customer experience, outlining the organizational, commercial, and operational facets essential for success. The Customer Excellence Enterprise serves as a comprehensive roadmap, offering insights into creating deeply engaged and loyal customers. The authors draw on examples from customer obsession “outliers”—companies renowned for consistently improving their customers' lives. You'll also find: Practical strategies for immediate implementation and tangible results. A focus on creating lifelong customer engagement and loyalty. Insights from industry outliers on consistently enhancing customer experience. The Customer Excellence Enterprise: A Playbook for Creating Customers for Life is a must-have for managers, executives, entrepreneurs, customer experience professionals, marketers, sales teams, and product leaders. This book is an invaluable tool for anyone committed to elevating their company's approach to customer relations and building a base of enthusiastic, lifelong customers.
The Customer-Centric Architecture Method: Pathway to High Value Enterprise Architecture by Steve Else Pdf
The Customer-Centric Architecture Method (CCAM) is a breakthrough in Enterprise & Solution Architecture (E&SA) byone of the world's leading evangelists of using architecture frameworks and modeling to help mature and radically extendthe still young and often misunderstood Enterprise Architecture (EA) discipline. For one thing, it is important, accordingto the book's author, Dr. Steve Else, to not only blend Enterprise Architecture with Solution Architecture for a mature EApractice valued for top business and technology leadership, but to also integrate it, especially on large, complex, and highvalue transformation investments.For such initiatives, the following roles, among others, must be much more tightly collaborative and engaged witharchitecture through mature workflows. Strategic planning, design thinking, business analysis, budgeting, implementationmanagers (procurement, portfolio/program/project),engineers, operations, maintenance, and innovation roles, amongothers, must be more of a team supporting enterprise-wide and even line-of-business or regional segments.CCAM depends on the TOGAF® Standard as the general canvas for a much more elaborate method that serves as a richand visual integration framework focused on high value to key stakeholders as the main criteria for success.Dr. Else is certified in numerous architecture frameworks, the Founder and CEO of EA Principals and the Founder of theEnterprise Architecture Professional Journal, and highly sought after globally for his practitioner's mindset and communicationskills to help some of the world's largest organizations establish and mature their architecture practices.
The Customer-Centric Architecture Method by Steve Else Ph D Pdf
The Customer-Centric Architecture Method (CCAM) is a breakthrough in Enterprise & Solution Architecture (E&SA) byone of the world's leading evangelists of using architecture frameworks and modeling to help mature and radically extendthe still young and often misunderstood Enterprise Architecture (EA) discipline. For one thing, it is important, accordingto the book's author, Dr. Steve Else, to not only blend Enterprise Architecture with Solution Architecture for a mature EApractice valued for top business and technology leadership, but to also integrate it, especially on large, complex, and highvalue transformation investments.For such initiatives, the following roles, among others, must be much more tightly collaborative and engaged witharchitecture through mature workflows. Strategic planning, design thinking, business analysis, budgeting, implementationmanagers (procurement, portfolio/program/project), engineers, operations, maintenance, and innovation roles, amongothers, must be more of a team supporting enterprise-wide and even line-of-business or regional segments.CCAM depends on the TOGAF(R) Standard as the general canvas for a much more elaborate method that serves as a richand visual integration framework focused on high value to key stakeholders as the main criteria for success.Dr. Else is certified in numerous architecture frameworks, the Founder and CEO of EA Principals and the Founder of theEnterprise Architecture Professional Journal, and highly sought after globally for his practitioner's mindset and communicationskills to help some of the world's largest organizations establish and mature their architecture practices.
