The Customer Centric Enterprise

The Customer Centric Enterprise

Author: Mitchell M. Tseng

Publisher: Springer Science & Business Media

Published: 2011-06-27

Total Pages: 528

ISBN-13: 3642554601

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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

Building the Customer-Centric Enterprise

Author: Claudia Imhoff

Publisher: Wiley

Published: 2001-02-19

Total Pages: 516

ISBN-13: 9780471319818

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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.


Designing the Customer-Centric Organization

Designing the Customer-Centric Organization

Author: Jay R. Galbraith

Publisher: John Wiley & Sons

Published: 2011-01-06

Total Pages: 208

ISBN-13: 1118046862

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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.


Competitive Advantage of Customer Centricity

Competitive Advantage of Customer Centricity

Author: Sathit Parniangtong

Publisher: Springer

Published: 2017-06-05

Total Pages: 341

ISBN-13: 9811044422

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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.


Customers Inside, Customers Outside

Customers Inside, Customers Outside

Author: Michael W. Lowenstein

Publisher: Business Expert Press

Published: 2014-01-24

Total Pages: 146

ISBN-13: 1606498975

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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.


Customer Centricity

Customer Centricity

Author: Peter Fader

Publisher:

Published: 2012

Total Pages: 128

ISBN-13:

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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.


Using Information to Develop a Culture of Customer Centricity

Using Information to Develop a Culture of Customer Centricity

Author: David Loshin

Publisher: Elsevier

Published: 2013-11-22

Total Pages: 105

ISBN-13: 0124115136

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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.


Building Products for the Enterprise

Building Products for the Enterprise

Author: Blair Reeves

Publisher: "O'Reilly Media, Inc."

Published: 2018-03-09

Total Pages: 136

ISBN-13: 1492024732

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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 is headed


The Customer-Centric Architecture Method

The Customer-Centric Architecture Method

Author: Steve Else Ph D

Publisher:

Published: 2019-11-20

Total Pages: 332

ISBN-13: 9781709480607

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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.


CustomerCentric Selling, Second Edition

CustomerCentric Selling, Second Edition

Author: Michael T. Bosworth

Publisher: McGraw Hill Professional

Published: 2010-01-08

Total Pages: 305

ISBN-13: 0071639845

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The Web has changed the game for your customers—and, therefore, for you. Now, CustomerCentricSelling, already recognized as one of the premiermethodologies for managing the buyer-sellerrelationship, helps you level the playing field soyou can reach clients when they are ready to buyand create a superior customer experience. Your business and its people need to be“CustomerCentric”—willing and able to identifyand serve customers’ needs in a world wherecompetition waits just a mouse-click away.Traditional wisdom has long held that sellingmeans convincing and persuading buyers. Buttoday’s buyers no longer want or need to be soldin traditional ways. CustomerCentric Selling givesyou mastery of the crucial eight aspects ofcommunicating with today’s clients to achieveoptimal results: Having conversations instead ofmaking presentations Asking relevant questions insteadof offering opinions Focusing on solutions and notonly relationships Targeting businesspeople insteadof gravitating toward users Relating product usage instead ofrelying on features Competing to win—not just to stay busy Closing on the buyer’s timeline(instead of yours) Empowering buyers instead of tryingto “sell” them What’s more, CustomerCentric Selling teaches andreinforces key tactics that will make the most ofyour organization’s resources. Perhaps you feelyou don’t have the smartest internal systems inplace to ensure an ideal workflow. (Perhaps, asis all too common, you lack identifiable systemsalmost entirely.) From the basics—and beyond—ofstrategic budgeting and negotiation to assessingand developing the skills of your sales force, you’lllearn how to make sure that each step yourbusiness takes is the right one.