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Using Information To Develop A Culture Of Customer Centricity

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Using Information to Develop a Culture of Customer Centricity

Using Information to Develop a Culture of Customer Centricity Book
Author : David Loshin,Abie Reifer
Publisher : Elsevier
Release : 2013-11-22
ISBN : 0124115136
Language : En, Es, Fr & De

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Book Description :

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

Handbook on Customer Centricity Book
Author : Robert W. Palmatier,Christine Moorman,Ju-Yeon Lee
Publisher : Edward Elgar Publishing
Release : 2019
ISBN : 1788113608
Language : En, Es, Fr & De

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Book Description :

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.

Customer analytics

Customer analytics Book
Author : Núria Braulio Gil,Josep Curto Díaz
Publisher : Editorial UOC
Release : 2015-01-01
ISBN : 8490649111
Language : En, Es, Fr & De

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Book Description :

Las organizaciones han usado estrategias, como la inteligencia de negocio, para tomar mejores decisiones a partir de los datos. Actualmente, en la era de los datos, nuestros clientes son más inteligentes, están más informados y ya no son tan leales con nuestra marca. Esperan experiencias inolvidables y profundamente personalizadas en cada una de las interacciones con nuestra organización. Como resultado, las organizaciones están obligadas a transformar sus estrategias para conocer mejor las necesidades y preferencias de sus clientes, basándose en una enorme cantidad de datos.

E Business and Telecommunications

E Business and Telecommunications Book
Author : Mohammad S. Obaidat
Publisher : Springer
Release : 2017-10-26
ISBN : 3319678760
Language : En, Es, Fr & De

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Book Description :

This book constitutes the refereed proceedings of the 13th International Joint Conference on E-Business and Telecommunications, ICETE 2016, held in Lisbon, Portugal, in July 2016. ICETE is a joint international conference integrating four major areas of knowledge that are divided into six corresponding conferences: International Conference on Data Communication Networking, DCNET; International Conference on E-Business, ICE-B; International Conference on Optical Communication Systems, OPTICS; International Conference on Security and Cryptography, SECRYPT; International Conference on Signal Processing and Multimedia, SIGMAP; International Conference on Wireless Information Systems, WINSYS. The 20 full papers presented together with an invited paper in this volume were carefully reviewed and selected from 241 submissions. The papers cover the following key areas of e-business and telecommunications: data communication networking; e-business; optical communication systems; security and cryptography; signal processing and multimedia applications; wireless networks and mobile systems.

Business models and key success drivers of agtech start ups

Business models and key success drivers of agtech start ups Book
Author : Lohento, Ken,Sotannde, Motunrayo
Publisher : CTA
Release : 2019-12-04
ISBN : 929081666X
Language : En, Es, Fr & De

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Book Description :

This interpretative phenomenological research focuses on youth-led companies offering digital services to the agrofood sector in West Africa. Youth is considered as per the African Union definition: individuals aged between 15 and 35 years old. Our research questions were to understand the business models adopted by these start-ups; how their business models and business model innovation lead to business success; other key drivers that can support the achievement of success. With this study, we aim to contribute to the limited existing body of knowledge on this nascent but growing business field in West Africa. Though focused on West Africa, analyses go beyond and are of interest to any stakeholders interested in this subject in Africa in particular.

The Customer is NOT Always Right Marketing Orientations in a Dynamic Business World

The Customer is NOT Always Right  Marketing Orientations in a Dynamic Business World Book
Author : Colin L. Campbell
Publisher : Springer
Release : 2017-01-11
ISBN : 3319500082
Language : En, Es, Fr & De

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Book Description :

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.​

Customer Centric Leadership 8 Principles for a Customer Centric Culture

Customer Centric Leadership  8 Principles for a Customer Centric Culture Book
Author : Sydney Brouwer
Publisher : Unknown
Release : 2019-03-10
ISBN : 9789090315669
Language : En, Es, Fr & De

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Book Description :

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.

Customer Centric Marketing

Customer Centric Marketing Book
Author : Aldo Cundari
Publisher : John Wiley & Sons
Release : 2015-04-29
ISBN : 1119102650
Language : En, Es, Fr & De

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Book Description :

The practical, expert guide to reaching the new consumer Customer-Centric Marketing is a comprehensive game plan on succeeding in the new marketing landscape by focusing on the customer. Written by one of Canada's top communications pioneers, this book examines the complex forces influencing the rise of empowered and demanding customers and outlines a framework that helps marketers exploit these forces to engage them. You'll find actionable advice to help you pull together these seemingly independent elements to create a customer-centric business model that is ideally positioned to take on the dynamic requirements of today's marketing environment, and learn the strategic rules that CMOs can use to model their organizations to win. Valuable insights on customer experience, innovation, content, social media, and operating strategies will help you formulate a workable plan, and when combined with the practical guidance and expert advice, enable you to put your plan into action today. The new purchasing journey has created a whole new set of customer touch points with unique needs, and has identified key activity areas that drive success or failure in the marketplace. This guide helps you sort it all out, and make your organization rise to the top. Define the new customer-purchasing journey Identify and influence the new consumer Engage, nurture, and utilize brand advocates to spread your message Position your organization to win in the new marketplace As customers evolve, smart companies evolve with them, and, with a track record that speaks for itself, putting the customer at the center of strategic thinking is the key to a winning plan,. Consumer evolution is happening more rapidly than ever before, and keeping your organization out in front has never been more important. Customer-Centric Marketing provides the concrete framework, expert insight, and actionable advice that turns strategy into reality.

International Marketing An Asia Pacific Perspective

International Marketing  An Asia Pacific Perspective Book
Author : Richard Fletcher,Heather Crawford
Publisher : Pearson Higher Education AU
Release : 2013-08-28
ISBN : 1442561254
Language : En, Es, Fr & De

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Book Description :

International Marketing, 6e is written from a wholly Australasian perspective and covers issues unique to local marketers and managers looking towards the Asia–Pacific region, the European Union, and beyond. It presents a wide range of contemporary issues faced by subsidiaries of multinational enterprises (MNEs) as well as small and medium scale enterprises (SMEs), mainly exporters, which make up the vast bulk of firms involved in international business in the Australasian region. International Marketing, 6e clearly demonstrates the links between the different stages of international marketing, connecting analysis with planning, planning with strategy and strategy with implementation. Key concepts are brought to life with comprehensively updated statistics, recent illustrations, and a variety of real-world examples and case studies.

Service Ability

Service Ability Book
Author : Kevin Robson
Publisher : John Wiley & Sons
Release : 2012-11-12
ISBN : 1118457854
Language : En, Es, Fr & De

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Book Description :

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.

Marketing Analytics Creating Customer Centric Culture

Marketing Analytics  Creating Customer Centric Culture Book
Author : Joseph B. Rivera
Publisher : Joseph B. Rivera
Release : 2020-02-17
ISBN : 0987650XXX
Language : En, Es, Fr & De

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Book Description :

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.

Organizing Relationships

Organizing Relationships Book
Author : Patricia M. Sias
Publisher : SAGE Publications Inc
Release : 2008-10-15
ISBN : 9781412957977
Language : En, Es, Fr & De

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Book Description :

Organizing Relationships provides the first comprehensive interdisciplinary examination of workplace relationship research, providing readers with a state-of-the-art understanding of workplace relationships. The book illustrates the ways students and scholars can, and should, understand and examine workplace relationships from multiple theoretical perspectives (including post-positivism, social construction theory, critical theory and structuration theory). This exploration helps readers broaden and enrich the ways they think about workplace relationships and their role in organizational processes.

Develop A Customer Focused Culture

Develop A Customer Focused Culture Book
Author : Milford Henrick
Publisher : Unknown
Release : 2021-03-06
ISBN : 0987650XXX
Language : En, Es, Fr & De

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Book Description :

Why do so many companies struggle to get customer-centricity right? The most common, and perhaps the greatest, barrier to customer-centricity is the lack of a customer-centric organizational culture. At most companies, the culture remains product-focused or sales-driven, or customer-centricity is considered a priority only for certain functions such as marketing. To successfully implement a customer-centric strategy and operating model, a company must have a culture that aligns with them -- and leaders who deliberately cultivate the necessary mindset and values in their employees. The book's content has 3 main parts: Part 1: Culture Is the Key to Outstanding Customer Service Chapter 1 How Corporate Culture Guides Your Employees' Actions Chapter 2 Why Culture Initiatives Often Fail Part 2: Building a Customer-Focused Culture Chapter 3 Defining Your Culture Chapter 4 Engaging Employees with Your Culture Part 3: Changing Your Company's Service DNA Chapter 5 Aligning Your Business Around a Customer-Focused Culture Chapter 6 Setting Goals That Drive Your Culture Chapter 7 Hiring Employees Who Will Embrace Your Culture Chapter 8 Training Employees to Embody Your Culture Chapter 9 Empowering Employees to Support Your Culture Chapter 10 How Leadership Can Make or Break Your Culture Chapter 11 A Customer-Focused Example Chapter 12 Making the Commitment to a Customer-Focused Culture

Evolving the Access Network

Evolving the Access Network Book
Author : International Engineering Consortium
Publisher : Intl. Engineering Consortiu
Release : 2006
ISBN : 9781931695527
Language : En, Es, Fr & De

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Book Description :

An in-depth piece that focuses on how companies can migrate their traditional networks to broadband—yet support new services without sacrificing the quality or profitability of either—this guide discusses which technology should be deployed and what the network impact of delivering such emerging services is.

Managing Customer Trust Satisfaction and Loyalty through Information Communication Technologies

Managing Customer Trust  Satisfaction  and Loyalty through Information Communication Technologies Book
Author : Eid, Riyad
Publisher : IGI Global
Release : 2013-03-31
ISBN : 1466636327
Language : En, Es, Fr & De

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Book Description :

Due to the growth of internet and mobile applications, relationship marketing continues to evolve as technology offers more collaborative and social communication opportunities. Managing Customer Trust, Satisfaction, and Loyalty through Information Communication highlights technology’s involvement with business processes in different sectors and industries while identifying marketing activities that are affected by its usage. This reference is a vital source for organizational managers, executives, and professionals, as well as academics and students interested in this constantly changing field.

Annual Review of Communications Volume 59

Annual Review of Communications  Volume 59 Book
Author : International Engineering Consortium
Publisher : Intl. Engineering Consortiu
Release : 2007
ISBN : 9781931695534
Language : En, Es, Fr & De

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Book Description :

An indispensable reference publication for telecommunication and information-industry professionals. Each year, the IEC brings together into one unique resource the most current thinking and practical experience of industry leaders around the world on a variety of topics facing their areas of specialization. This 700+ page reference tool is a must for executives, managers, engineers, analysts, and educators in all sectors of today's changing information industry.

Advances in Services Innovations

Advances in Services Innovations Book
Author : Dieter Spath,Klaus-Peter Fähnrich
Publisher : Springer Science & Business Media
Release : 2006-12-02
ISBN : 3540298606
Language : En, Es, Fr & De

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Book Description :

The book documents the state-of-the-art in Services Science. It combines contributions in Service Engineering, Service Management and Service Marketing and helps to develop a roadmap for future R and D activities in these fields. The book is written for researchers in engineering and management.

Who Owns the Data

Who Owns the Data  Book
Author : Frank L. Eichorn
Publisher : Tate Pub & Enterprises Llc
Release : 2005-09-01
ISBN : 1933290862
Language : En, Es, Fr & De

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Book Description :

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.

Cases in Marketing Management

Cases in Marketing Management Book
Author : Kenneth E. Clow,Donald Baack
Publisher : SAGE Publications
Release : 2011-03-28
ISBN : 1412996031
Language : En, Es, Fr & De

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Book Description :

This comprehensive collection of 38 cases selected from Ivey Publishing helps students understand the complex issues that marketing professionals deal with on a regular basis. The cases were chosen to help students apply conceptual, strategic thinking to issues in marketing management, as well as provide them with more practical operational ideas and methods. Cases were chosen from around the world, from small and large corporations, and include household names such as Twitter, Best Buy, Ruth's Chris, and Kraft Foods. The majority of the cases are very recent (from 2009 or later). Each chapter begins with an introductory review of the topic area prior to the set of cases, and questions are included after each case to help students to think critically about the material. Cases in Marketing Management is edited by Kenneth E. Clow and Donald Baack, and follows the structure and goals of their textbook Marketing Management: A Customer-Oriented Approach. It can also be used as a stand-alone text, or as a supplement to any other marketing management textbook, for instructors who want to more clearly connect theory and practice to actual cases.

Cultural and Tourism Innovation in the Digital Era

Cultural and Tourism Innovation in the Digital Era Book
Author : Vicky Katsoni,Thanasis Spyriadis
Publisher : Springer Nature
Release : 2020-02-13
ISBN : 3030363422
Language : En, Es, Fr & De

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Book Description :

This book explores a wide range of emerging cultural, heritage, and other tourism issues that will shape the future of hospitality and tourism research and practice in the digital and innovation era. It offers stimulating new perspectives in the fields of tourism, travel, hospitality, culture and heritage, leisure, and sports within the context of a knowledge society and smart economy. A central theme is the need to adopt a more holistic approach to tourism development that is aligned with principles of sustainability; at the same time, the book critically reassesses the common emphasis on innovation as a tool for growth-led and market-oriented development. In turn, fresh approaches to innovation practices underpinned by ethics and sustainability are encouraged, and opportunities for the exploration of new research avenues and projects on innovation in tourism are highlighted. Based on the proceedings of the Sixth International Conference of the International Association of Cultural and Digital Tourism (IACuDiT) and edited in collaboration with IACuDiT, the book will appeal to a broad readership encompassing academia, industry, government, and other organizations.