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Author: Matthew Dixon
Publisher: Penguin
ISBN: 1591845815
Category : Business & Economics
Languages : en
Pages : 258
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Book Description
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Author: Douglas B. Laney
Publisher: Routledge
ISBN: 1351610694
Category : Business & Economics
Languages : en
Pages : 326
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Book Description
Many senior executives talk about information as one of their most important assets, but few behave as if it is. They report to the board on the health of their workforce, their financials, their customers, and their partnerships, but rarely the health of their information assets. Corporations typically exhibit greater discipline in tracking and accounting for their office furniture than their data. Infonomics is the theory, study, and discipline of asserting economic significance to information. It strives to apply both economic and asset management principles and practices to the valuation, handling, and deployment of information assets. This book specifically shows: CEOs and business leaders how to more fully wield information as a corporate asset CIOs how to improve the flow and accessibility of information CFOs how to help their organizations measure the actual and latent value in their information assets. More directly, this book is for the burgeoning force of chief data officers (CDOs) and other information and analytics leaders in their valiant struggle to help their organizations become more infosavvy. Author Douglas Laney has spent years researching and developing Infonomics and advising organizations on the infinite opportunities to monetize, manage, and measure information. This book delivers a set of new ideas, frameworks, evidence, and even approaches adapted from other disciplines on how to administer, wield, and understand the value of information. Infonomics can help organizations not only to better develop, sell, and market their offerings, but to transform their organizations altogether. "Doug Laney masterfully weaves together a collection of great examples with a solid framework to guide readers on how to gain competitive advantage through what he labels "the unruly asset" – data. The framework is comprehensive, the advice practical and the success stories global and across industries and applications." Liz Rowe, Chief Data Officer, State of New Jersey "A must read for anybody who wants to survive in a data centric world." Shaun Adams, Head of Data Science, Betterbathrooms.com "Phenomenal! An absolute must read for data practitioners, business leaders and technology strategists. Doug's lucid style has a set a new standard in providing intelligible material in the field of information economics. His passion and knowledge on the subject exudes thru his literature and inspires individuals like me." Ruchi Rajasekhar, Principal Data Architect, MISO Energy "I highly recommend Infonomics to all aspiring analytics leaders. Doug Laney’s work gives readers a deeper understanding of how and why information should be monetized and managed as an enterprise asset. Laney’s assertion that accounting should recognize information as a capital asset is quite convincing and one I agree with. Infonomics enjoyably echoes that sentiment!" Matt Green, independent business analytics consultant, Atlanta area "If you care about the digital economy, and you should, read this book." Tanya Shuckhart, Analyst Relations Lead, IRI Worldwide
Author: Matthew Dixon
Publisher: Penguin
ISBN: 1591845815
Category : Business & Economics
Languages : en
Pages : 258
Get Book Here
Book Description
Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Author: Gartner Group
Publisher:
ISBN:
Category : Computers
Languages : en
Pages :
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Book Description
Author: David Furlonger
Publisher: Harvard Business Press
ISBN: 163369805X
Category : Business & Economics
Languages : en
Pages : 309
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Book Description
Blockchain is transforming business. What's your strategy? Leaders of forward-thinking organizations are exploring how blockchain can transform the way they create and seek value. Whether it's used to streamline multiparty processes, create and trade new assets, or leverage artificial intelligence and the internet of things, blockchain enables entirely new business opportunities. This is just the start. As blockchain becomes more widely adopted, it has the potential to radically change the way companies and societies operate, as transformative a paradigm shift as the launch of the internet. The Real Business of Blockchain is one of the first books on this transformative technology written for business leaders. Authors David Furlonger and Christophe Uzureau--both of Gartner, the world-renowned research and advisory company--will help you: Assess how blockchain will impact your business Explore the value proposition that blockchain offers Make smart near- and midterm investments Position your organization in a new competitive landscape Timely, visionary, and accessible, The Real Business of Blockchain cuts through the hype and helps you unlock the vast capabilities of this powerful and potentially world-changing technology.
Author: Gartner Group, Inc
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Book Description
Author: Richard Hunter
Publisher: Harvard Business Review Press
ISBN: 1422171779
Category : Business & Economics
Languages : en
Pages : 240
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Book Description
If you're a general manager or CFO, do you feel you're spending too much on IT or wishing you could get better returns from your IT investments? If so, it's time to examine what's behind this IT-as-cost mind-set. In The Real Business of IT, Richard Hunter and George Westerman reveal that the cost mind-set stems from IT leaders' inability to communicate about the business value they create-so CIOs get stuck discussing budgets rather than their contributions to the organization. The authors explain how IT leaders can combat this mind-set by first using information technology to generate three forms of value important to leaders throughout the organization: -Value for money when your IT department operates efficiently and effectively -An investment in business performance evidenced when IT helps divisions, units, and departments boost profitability -Personal value of CIOs as leaders whose contributions to their enterprise go well beyond their area of specialization The authors show how to communicate about these forms of value with non-IT leaders-so they understand how your firm is benefiting and see IT as the strategic powerhouse it truly is.
Author:
Publisher:
ISBN:
Category : Computer service industry
Languages : en
Pages :
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Book Description
Author: Mark Raskino
Publisher: Routledge
ISBN: 1351861980
Category : Business & Economics
Languages : en
Pages : 281
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Book Description
There is no simple strategic method for dealing with the multidimensional nature of digital change. Even the sharpest leaders can become disoriented as change builds on change, leaving almost nothing certain. Yet to stand still is to fail. Enterprises and leaders must re-master themselves to succeed. Leaders must identify the key macro forces, then lead their organizations at three distinct levels: industry, enterprise, and self. By doing this they cannot only survive but clean up. Digital to the Core makes the case that all business leaders must understand the impact the digital revolution will continue to play in their industries, companies, and leadership style and practices. Drawing on interviews with over 30 top C-level executives in some of the world's most powerful companies and government organizations, including GE, Ford, Tory Burch, Babolat, McDonalds, Publicis and UK Government Digital Service, this book delivers practical insights from those on the front lines of major digital upheaval. The authors incorporate Gartner's annual CIO and CEO global survey research and also apply the deep knowledge and qualitative insights they have acquired as practitioners, management researchers, and advisors over decades in the business. Above all else, Raskino and Waller want companies and their top leaders to understand the full impact of digital change and integrate it at the core of their businesses.
Author: Matthew Dixon
Publisher: Penguin
ISBN: 1101545895
Category : Business & Economics
Languages : en
Pages : 242
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Book Description
What's the secret to sales success? If you're like most business leaders, you'd say it's fundamentally about relationships-and you'd be wrong. The best salespeople don't just build relationships with customers. They challenge them. The need to understand what top-performing reps are doing that their average performing colleagues are not drove Matthew Dixon, Brent Adamson, and their colleagues at Corporate Executive Board to investigate the skills, behaviors, knowledge, and attitudes that matter most for high performance. And what they discovered may be the biggest shock to conventional sales wisdom in decades. Based on an exhaustive study of thousands of sales reps across multiple industries and geographies, The Challenger Sale argues that classic relationship building is a losing approach, especially when it comes to selling complex, large-scale business-to-business solutions. The authors' study found that every sales rep in the world falls into one of five distinct profiles, and while all of these types of reps can deliver average sales performance, only one-the Challenger- delivers consistently high performance. Instead of bludgeoning customers with endless facts and features about their company and products, Challengers approach customers with unique insights about how they can save or make money. They tailor their sales message to the customer's specific needs and objectives. Rather than acquiescing to the customer's every demand or objection, they are assertive, pushing back when necessary and taking control of the sale. The things that make Challengers unique are replicable and teachable to the average sales rep. Once you understand how to identify the Challengers in your organization, you can model their approach and embed it throughout your sales force. The authors explain how almost any average-performing rep, once equipped with the right tools, can successfully reframe customers' expectations and deliver a distinctive purchase experience that drives higher levels of customer loyalty and, ultimately, greater growth.
Author: Catherine Fredman
Publisher: Lemonade Heroes
ISBN: 9780991454808
Category : Business enterprises
Languages : en
Pages : 299
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Book Description
This is the story of how an extra-ordinary individual, born in Israel and raised in Brooklyn, made over 150 millionnaires by building the billion-dollar company that still bears his name. "Gartner, Inc." is synonymous with the IT Advisory industry and trades publicly on the New York Stock Exchange (NYSE: IT). Gideon Gartner has performed the entrepreneur's hat-trick: he created three companies that made it through IPO. Here, in his official biography, he shares his unique view from the inside: hopes, insights, fears, challenges, and victories. This book includes personal remarks from Neill Brownstein, Charley Ellis, Stewart Greenfield, Judith Hamilton, Nadine Asin, Leon Botstein, Bob Martin, Norman Raben, Don Gartner, Perry Gartner, Sabrina Gartner, Aleba Gartner, Aaron Sylvan, and Rabbi Brad Hirschfield. The October 9th, 2014 release date is a celebration of the 35th anniversary of the founding of Gartner Group (now known as Gartner, Inc.). Background: Gideon is an entrepreneur, having founded and built three successful firms in the computer field. He first started Gartner Inc., and served as its President, CEO and Chairman from 1979 to April 1991, and Chairman until April 1992. Gartner Inc., at over $1.4 billion in revenues (as of 2014), is the world's leading decision support firm in the computer, telecommunications and office industries; the company was ranked among the fastest growing private firms in the U.S. by Inc. Magazine, until it went public in 1986, whereupon it was ranked 9th and 20th among the best small companies in America by Business Week, in 1987 and 1988 respectively (and #1 in profitability in 1987). In 1990, Gideon led a leveraged buyout of the firm, currently traded on the NYSE. Gideon also founded Soundview Technology Group, a broker-dealer providing investment advice and banking services relating to technology companies, for institutional investors. In 2000 the $150 million Soundview merged into "Wit Soundview," and was subsequently sold to Schwab. GiGa Information Group was founded by Gideon in 1995; he was Chairman of the Board and CEO of this innovative company which within four years became the fastest growing technology assessment and advice company in history, growing from zero to over $60 million in less than four years after product launch, with more than 1200 enterprise clients and over 400 employees worldwide. Subsequent to the stock market collapse after year 2000, GiGa was sold to Forrester Inc. Gideon was previously a partner at Oppenheimer & Company, and was rated the top individual securities analyst in the technology field (by Institutional Investor magazine) each year between the years 1972 and 1977 inclusive. Before moving to Wall Street, he worked for IBM in Paris, Tel-Aviv and importantly in the U.S., his last position being Manager of Market Information in IBM's critical "competitive intelligence" operation. Gideon studied at M.I.T. (Massachusetts Institute of Technology), earning his Bachelors in Mechanical Engineering and his Master of Science in Management from M.I.T.'s Sloan School. He is married to Sarah, and is proud of children Perry, Sabrina, and Aleba, and of stepson Aaron.
