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Author: Forler Massnick
Publisher: Amacom
ISBN: 9780814403464
Category : Business & Economics
Languages : en
Pages : 260
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Book Description
Supplying a framework for shifting to a strategic new customer focus, this book will enable executives and managers to evaluate where they are now; determine what functional departments like human resources, finance, production and plant operations need to be doing to become more customer-focused; craft a compelling vision statement for the company; and relate customer satisfaction to quality, reengineering, the learning organization, teamwork, leadership and more.
Author: Forler Massnick
Publisher: Amacom
ISBN: 9780814403464
Category : Business & Economics
Languages : en
Pages : 260
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Book Description
Supplying a framework for shifting to a strategic new customer focus, this book will enable executives and managers to evaluate where they are now; determine what functional departments like human resources, finance, production and plant operations need to be doing to become more customer-focused; craft a compelling vision statement for the company; and relate customer satisfaction to quality, reengineering, the learning organization, teamwork, leadership and more.
Author: Chuck Wall
Publisher: Routledge
ISBN: 1351862049
Category : Business & Economics
Languages : en
Pages : 219
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Book Description
Most companies still operate as if they control their customers. But, in today's market, it's really the other way around. Customer CEO confronts the new market reality that customers choose which companies to do business with completely on their own terms. This effectively inverts the power, control, and direction of decision-making; to survive in this new landscape, organizations must quickly adapt. Author Chuck Wall explores the nine powers customer possess - including "the power of me," "the power of the heart," and "the power of rebellion" - and how companies can profit by understanding the power of their customers. Based on more than a decade of firsthand experience and over 100,000 customer interviews, Customer CEO provides every size company with a roadmap of fresh ideas and easy to use tools, while exploring three-dozen companies that embrace the power of their customers. By reading this book, every leader can transform their business into a Customer CEO company.
Author: Thinkers50 Limited
Publisher: Bloomsbury Publishing
ISBN: 1472950690
Category : Business & Economics
Languages : en
Pages : 241
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Book Description
50 letters from high-profile business leaders and thinkers to their CEO offering advice, insight and guidance. This collection of specially-commissioned letters offers clear, calming and concise advice from across the spectrum of current leadership thinking. Written by respected business thinkers around the world, these 50 letters provide guidance, wisdom and personal insight into the particular challenges facing the business world today and anyone in a senior position. Contributors include high-profile names such as Tom Peters, who stresses the importance of focussing on the people within an organization; Liz Mellon, who writes to her CEO about gender equality in the workplace; Chris Zook, explaining how a change of mentality can lead to exponential growth; and Linda Brimm, who discusses managing global cosmopolitans and a modern workforce. Dear CEO also features a foreword by Zhang Ruimin, Chairman and CEO of Haier Group.
Author: Ram Charan
Publisher: Crown
ISBN: 0609608398
Category : Corporations
Languages : en
Pages : 146
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Book Description
A powerful lesson in what is really important in business, this remarkable book by an ultimate insider takes the lessons of the peddler and reveals how they can be used by the rest of us. Reminiscent of bestsellers such as "Who Moved My Cheese?" and" The One-Minute Manager, What the CEO Wants You to Know" is simple, direct, and of immense use to everyone in business.
Author: Nick Mehta
Publisher: John Wiley & Sons
ISBN: 1119572762
Category : Business & Economics
Languages : en
Pages : 392
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Book Description
If leaders aren't integrating their digital offerings into a philosophy of Customer Success, they will be defeated in the next decade, because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer. Shows leaders how their digital implementations will make them more Amazon-like Helps you deliver recurring revenue Shows you how to embrace customer retention Demonstrates the importance of "churning" less Get that competitive advantage in the most relevant and important arena today—making and cultivating happy customers.
Author: Ram Charan
Publisher: Penguin
ISBN: 1101216336
Category : Business & Economics
Languages : en
Pages : 200
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Book Description
From the bestselling author of What the CEO Wants You to Know? How to rethink sales from the outside in We have to face the truth: the process of selling is broken. Customers have more choices and are under intense pressure. Yet few companies are facing this reality. When they don't, a lingering malaise sets in. More than ever these days, the sales process tends to be a war about price-a frustrating, unpleasant war that takes all the fun out of selling. But there's a better way to think about sales, says bestselling author Ram Charan, who is famous for clarifying and simplifying difficult business problems. What the customer wants you to know is how his or her business works, so you can help make it work better. It sounds simple, but there's a catch: you won't be able to do that with your traditional sales approach. Instead of starting with your product or service, start with your customer's problems. Focus on becoming your customer's trusted partner, someone he can turn to for creative, cost-effective solutions that are based on your deep knowledge of his values, goals, problems, and customers. This book defines a new approach to selling which Charan calls value creation selling-that while radical is nonetheless practical. VCS has been battle-tested in companies in a variety of industries, such as Unifi, Mead-Westvaco, and Thomson Financial. It will enable you to: • Gain a deeper knowledge of your customer's problems • Understand how your customer's company really makes decisions • Help your customer improve margins and drive revenue growth • Connect sales with other key functions such as finance and manufacturing • Come up with new customized offerings • Make price much less of an issue VCS gets you out of the hell of commoditization and low prices. It differentiates you from the competition, paving the way to better pricing, better margins, and higher revenue growth, built on win-win relationships that deepen over time. Someday, every company will listen more closely to the customer, and every manager will realize that sales is everyone?s business, not just the sales department?s. In the meantime, this eye-opening book will show you how to get started.
Author: Nick Mehta
Publisher: John Wiley & Sons
ISBN: 1119167965
Category : Business & Economics
Languages : en
Pages : 256
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Book Description
Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.
Author: Thomas J. Donohoe
Publisher: Koehler Books
ISBN: 9781633939509
Category : Business & Economics
Languages : en
Pages : 250
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Book Description
The CEO's Digital Marketing Playbook is the definitive playbook and crash course for both the baseline and advanced digital and direct marketing that every company on Earth needs to deploy in the 21st Century. Unlike the hundreds of books about social media or online advertising concepts, this step by step guide lays out every strategy and tactic that is essential to achieving the single greatest achievement in marketing: driving new customers and doing so profitably. Every CEO, from startup to Fortune 100, needs to understand every concept in this book or risk bleeding money and opportunity, which 99% are doing whether they know it or not. Every marketing professional and small business owner needs to embrace the tactics laid out or risk being bad at their job of profitable customer generation and best practice marketing. In just over 200 pages, every business professional can become a smart, customer generation focused digital marketer by following this playbook.
Author: Vineet Nayar
Publisher: Harvard Business Press
ISBN: 1422139069
Category : Business & Economics
Languages : en
Pages : 210
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Book Description
Imagine a management philosophy based not upon serving a company's customers, but on serving the company's employees. Vineet Nayar, CEO of HCL Technologies in India, has put such a philosophy into practice with remarkable results. His "employee first, customer second" mantra has been recognized globally as an example of organizational innovation, and was deemed a "new and radical management philosophy" ripe for the picking in the Western world by Business Week. In this book, Nayar himself describes his blunt refusal to treat the flesh and blood of HCL--its people--as "human resource" or as "intellectual capital" or even as an asset like all its other assets-and how his unique perspective led to an holistic transformation of his organization. By putting employees on top of the organizational pyramid, he argues, your company can fully realize the value created in the interface between customers and employees. This book leads managers and executives through the five core aspects of Nayar's approach, demonstrating how to create a sense of urgency, overhaul incentives and reporting structures, foster transparency in communications and feedback, provide platforms for achievement and personal growth, and finally recognize the potential of every individual in the organization. The "Employee First" philosophy should be the fulcrum of the transformation journey of any organization.
Author: Bridget Brennan
Publisher: HarperCollins Leadership
ISBN: 9781400212934
Category :
Languages : en
Pages : 256
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Book Description
