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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.

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.

Smart Technology Applications in Business Environments

Smart Technology Applications in Business Environments Book
Author : Issa, Tomayess,Kommers, Piet,Issa, Theodora,Isaías, Pedro,Issa, Touma B.
Publisher : IGI Global
Release : 2017-03-03
ISBN : 1522524932
Language : En, Es, Fr & De

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Book Description :

Technology continues to make great strides in society by providing opportunities for advancement, inclusion, and global competency. As new systems and tools arise, novel applications are created as well. Smart Technology Applications in Business Environments is an essential reference source for the latest scholarly research on the risks and opportunities of utilizing the latest technologies in different aspects of society such as education, healthcare systems, and corporations. Featuring extensive coverage on a broad range of topics and perspectives including virtual reality, robotics, and social media, this publication is ideally designed for academicians, researchers, students, and practitioners seeking current research on the improvement and increased productivity from the implementation of smart technologies.

The Customer Centricity Playbook

The Customer Centricity Playbook Book
Author : Peter Fader,Sarah E. Toms
Publisher : Unknown
Release : 2018-10-30
ISBN : 9781613630907
Language : En, Es, Fr & De

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Book Description :

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

Hong Kong

Hong Kong Book
Author : Anonim
Publisher : Unknown
Release : 2004
ISBN : 0987650XXX
Language : En, Es, Fr & De

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Book Description :

Download Hong Kong book written by , available in PDF, EPUB, and Kindle, or read full book online anywhere and anytime. Compatible with any devices.

Building the Awesome Organization

Building the Awesome Organization Book
Author : Katherine Catlin,Jana Matthews,Kauffman Center for Entrepreneurial Leadership
Publisher : John Wiley & Sons Incorporated
Release : 2002-03
ISBN : 0987650XXX
Language : En, Es, Fr & De

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Book Description :

Acclaim for Building the Awesome Organization "A quick, concise entrepreneurial guide that yields real-world solutions for both start-ups and established businesses." —Bob Nelson, Ph.D., Author of 1001 Ways to Reward Employees "Finally—a book that provides practical, actionable advice to entrepreneurs and CEOs on how to develop an organization to support growth. This book is a ‘must read’ for anyone trying to accelerate the growth of a company." —Pat Cloherty, President, The U.S. Russia Investment Fund and former President and General Partner of Patricof & Co. Ventures, Inc. (now Apax Partners) "Building the Awesome Organization provides leaders and entrepreneurs with valuable tools for navigating the storms of growth." —Gary Hoover, Founder, Hoover's Inc., Author of Hoover's Vision: Original Thinking for Business Success "I read a lot of business articles and books looking for a few good nuggets I can use to build and improve our company. When I finished reading this book I got more than a few nuggets. I got an entire gold mine." —Jack Stack, CEO, SRC Holdings, Corp., Author of A Stake in the Outcome Launched in 1992 by Ewing Marion Kauffman to provide opportunity for other entrepreneurs, the Kauffman Center for Entrepreneurial Leadership is the largest organization focused solely on entrepreneurial success at all levels. Funded by the Ewing Marion Kauffman Foundation, a not-for-profit organization, the Center offers educational programs, initiatives, and partnerships aimed at helping youth, college students, and adults who want to learn more about entrepreneurship and growing their companies. For information on other books in the series, including Leading at the Speed of Growth, visit www.entreworld.org

Information Technology and Customer Relationships

Information Technology and Customer Relationships Book
Author : Sunil K. Mithas
Publisher : Unknown
Release : 2005
ISBN : 0987650XXX
Language : En, Es, Fr & De

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Book Description :

Download Information Technology and Customer Relationships book written by Sunil K. Mithas, available in PDF, EPUB, and Kindle, or read full book online anywhere and anytime. Compatible with any devices.

Building Buzz to Beat the Big Boys

Building Buzz to Beat the Big Boys Book
Author : Steve O'Leary,Kim Sheehan
Publisher : Praeger
Release : 2008
ISBN : 0987650XXX
Language : En, Es, Fr & De

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Book Description :

By putting the information in this book to use, small retail stores and service providers can beat back Big Chain competition and prosper.

Customers com

Customers com Book
Author : Patricia B. Seybold,Ronni T. Marshak
Publisher : Random House Business Books
Release : 1998
ISBN : 9780712680714
Language : En, Es, Fr & De

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Book Description :

This text shows how to use the Internet to keep customers, increase sales, and improve profits. It offers practical, easy-to-understand and apply advice based on proven marketing principles and on real, detailed case-studies of how well-known corporations are using the Internet successfully.

Management Des Strat gies D couvrir

Management Des Strat  gies    D  couvrir Book
Author : Anonim
Publisher : Unknown
Release : 1999-02
ISBN : 0987650XXX
Language : En, Es, Fr & De

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Book Description :

Download Management Des Strat gies D couvrir book written by , available in PDF, EPUB, and Kindle, or read full book online anywhere and anytime. Compatible with any devices.

Philippine Development Plan 2011 2016

Philippine Development Plan  2011 2016 Book
Author : Philippines
Publisher : Unknown
Release : 2011
ISBN : 0987650XXX
Language : En, Es, Fr & De

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Book Description :

Download Philippine Development Plan 2011 2016 book written by Philippines, available in PDF, EPUB, and Kindle, or read full book online anywhere and anytime. Compatible with any devices.

The Customer Culture Imperative A Leader s Guide to Driving Superior Performance

The Customer Culture Imperative  A Leader s Guide to Driving Superior Performance Book
Author : Linden Brown,Christopher Brown
Publisher : McGraw-Hill Education
Release : 2014-01-07
ISBN : 9780071821148
Language : En, Es, Fr & De

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Book Description :

BECOME THE ENVY OF YOUR INDUSTRY WITH A CUSTOMER-CENTRIC CULTURE Winner of Marketing Book of the Year 2015 by Marketing and Sales Books For the first time, this groundbreaking guide unlocks the secrets used by Amazon, Virgin, Apple, Starbucks, and salesforce.com. It creates a guide for success based on three years of scientific study drawing insights from more than 100 businesses to identify seven key factors. When implemented together these factors have been proven to drive superior business performance. Customer culture is as fundamental to business performance as breathing is to living. It is the life force of your business. This applies no matter what your industry sector. And with the evidence-based methods in this book, you can replicate their success in your business! The Customer Culture Imperative reveals the key disciplines of customer culture that consistently predict enhanced, sustainable business results. Each one is linked to a particular strategy and drives predictable and measurable improvements in one or more business performance factors--from innovation and customer satisfaction to growth in sales and profits to higher rates of new-product success. It gives you the tools to: Inspire everyone in the company to embrace a customer-centric culture Unify efforts across units by creating a "common language" for change Collect and measure data from your efforts and benchmark your progress Make change long term so you leave a legacy of an enduring business Creating a customer-centric company takes more than making an investment in the customer service department and systems. It's about building a culture in which the customer is at the heart of all decisions made within every function and unit. What's best for the customer is what's best for business. Make that a part of the DNA of your organization, and you will lead your company to unprecedented success. Guaranteed. PRAISE FOR THE CUSTOMER CULTURE IMPERATIVE "Linden and Chris Brown have written the best book on what it takes to build a genuine customer culture in an organization. Their framework and their stories will inspire you to take the next step." -- Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing at the Kellogg School of Management at Northwestern University "A customer-focused culture is a powerful competitive advantage. This book will show you how to diagnose the level of a customer culture and then make the leadership moves to raise this level." -- George Day, Geoffrey T. Boisi Professor of Marketing and Co-Director of the Mack Institute for Innovation Management, Wharton, University of Pennsylvania "Creating unique customer engagements is an essential ingredient of the 'Starbucks Experience.' Crafting an authentic culture is essential to insuring that all employees consistently execute and innovate the highest quality customer experience. Linden and Chris provide a unique framework and road map to build this culture within large and small organizations." -- Arthur Rubinfeld, chief creative officer and president, Global Innovation and Evolution Fresh Retail, Starbucks "Smart phones, smart networks, and personalized apps are changing the way people live and work--giving control to an emerging class of globally connected customers that have the power to shift markets. Linden and Chris Brown’s work will help you understand what is happening and what it means to your business.” -- David Thodey, Chief Executive Officer, Telstra "Over the 40+ years of my life in business I have always known that a customer culture is the key to success. How to achieve it has been a continuous search and challenge. This book is the clearest roadmap I have read to truly achieve a customer culture and all the benefits it brings.” -- John Stanhope, Chairman, Australia Post "Some books (alas, very rare) summarise well-researched management theory, combined with current best practice, to deliver powerful and pragmatic guidelines for growing shareholder value. This is one such book. Read it. Enjoy it. It is a powerful contribution to best practice.” -- Malcolm MacDonald, Emeritus Professor, Cranfield University School of Management "Smart phones, smart networks, and personalized apps are changing the way people live and work,giving control to an emerging class of globally connected customers that have the power to shift markets. Linden and Chris Brown’s work will help you understand what is happening and what it means to your business.”--David Thodey, Chief Executive Officer, Telstra "Over the 40+ years of my life in business I have always known that a customer culture is the key to success. How to achieve it has been a continuous search and challenge. This book is the clearest roadmap I have read to truly achieve a customer culture and all the benefits it brings.”--John Stanhope, Chairman, Australia Post "Some books, alas very rare, summarise well-researched management theory, combined with current best practice, to deliver powerful and pragmatic guidelines for growing shareholder value. This is one such book. Read it. Enjoy it. It is a powerful contribution to best practice.”--Malcolm MacDonald, Emeritus Professor, Cranfield University School of Management "This easy to read book provides essential and unique guidance for driving the critical relationship between customer centricity and sustained organisational performance."-—Dr Ramzi Fayed, Executive Dean, Australian Graduate School of Leadership

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.

Customer Knowledge Management People Processes and Technology

Customer Knowledge Management  People  Processes  and Technology Book
Author : Al-Shammari, Minwir
Publisher : IGI Global
Release : 2009-03-31
ISBN : 1605662593
Language : En, Es, Fr & De

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Book Description :

"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.

Caribbean Tourism

Caribbean Tourism Book
Author : Chandana Jayawardena
Publisher : Ian Randle Publishers
Release : 2005
ISBN : 0987650XXX
Language : En, Es, Fr & De

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Book Description :

"In this volume the authors address the most important elements necessary for the success of any tourism product - People, Service and Hospitality. Issues such as the quality of human resources available, their development and management and the role and function of the host population are addressed through detailed country studies and references. They see the creation of a service attitude in the Caribbean hospitality industry as a crucial factor, particularly in the all-inclusive resorts, highlighting the importance of service over servility. Special attention is given to the small hotel sector through case studies drawn from Curaçao, Dominica and Jamaica. The contributors to this volume, as indeed to the other two that follow, are drawn almost equally from academia and from practitioners and industry experts providing he kind of balance that will make this book accessible and relevant for practitioners, researchers, policymakers and students in training. "

Indian Journal of Industrial Relations

Indian Journal of Industrial Relations Book
Author : Anonim
Publisher : Unknown
Release : 2004
ISBN : 0987650XXX
Language : En, Es, Fr & De

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Book Description :

Download Indian Journal of Industrial Relations book written by , available in PDF, EPUB, and Kindle, or read full book online anywhere and anytime. Compatible with any devices.

Marketing

Marketing Book
Author : Gary M. Armstrong,Philip Kotler
Publisher : Prentice Hall
Release : 2009
ISBN : 0987650XXX
Language : En, Es, Fr & De

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Book Description :

This best-selling, brief introduction to marketing teaches students marketing using a customer value framework. The ninth edition includes new and expanded material on Integrated Marketing Communication, social networks, measuring and managing return on marketing, creating customer value, building and managing customer relationships, marketing accountability and return on investments, and direct and online marketing. For marketing professionals who believe customer valueis the driving force behind every marketing strategy.