The Customer-Centric Blueprint PDF Download
Are you looking for read ebook online? Search for your book and save it on your Kindle device, PC, phones or tablets. Download The Customer-Centric Blueprint PDF full book. Access full book title The Customer-Centric Blueprint by Doug Leather. Download full books in PDF and EPUB format.
Author: Doug Leather
Publisher: Porcupine Press Trading Under Dgr Writing & Resear
ISBN: 9780620558341
Category : Business & Economics
Languages : en
Pages : 310
Get Book Here
Book Description
Book Description: Our world is undergoing rapid transformation. In this tide of change and upheaval, customers are stepping into their power and making demands the likes of which have never been seen before. Building sustainable competitive advantage and leading a superior 21st century organisation requires a new approach - placing your customer at the heart of everything you do, implementing a customer-centric business model and boldly leading your organisation through the transformational journey required. Using the REAP Customer-Centric Organisation Blueprint(r) as an architecture, this book explores all the interconnected components of a truly customer-centric business model and how you can apply its principles practically and with tangibly significant business results. It will support you to strategize, plan and operationalise the future in order to create, deliver and capture value, whilst delivering sustainable, superior business performance. About the Author: Doug Leather, CEO of REAP Consulting (Pty) Ltd, is a Wharton Business School Alumnus who has a diverse and varied background, including engineering and commercial. He is a leading expert in Customer Management working globally with large blue-chip organisations, and is best described as a Customer Management Evangelist, Activist and Futurologist as a result of his intense passion, broad multi-industry and multi-country insights into customer management capability understanding, best practice application, customer experience, business models and business performance improvement. The primary focus of his client work today is in helping people in businesses think, and work differently together to understand the importance of customer asset management, assessing the maturity of customer management capability and then conceiving, planning, developing/repairing, driving and measuring strategy and programmes for the 21st Century Organisatio
Author: Doug Leather
Publisher: Porcupine Press Trading Under Dgr Writing & Resear
ISBN: 9780620558341
Category : Business & Economics
Languages : en
Pages : 310
Get Book Here
Book Description
Book Description: Our world is undergoing rapid transformation. In this tide of change and upheaval, customers are stepping into their power and making demands the likes of which have never been seen before. Building sustainable competitive advantage and leading a superior 21st century organisation requires a new approach - placing your customer at the heart of everything you do, implementing a customer-centric business model and boldly leading your organisation through the transformational journey required. Using the REAP Customer-Centric Organisation Blueprint(r) as an architecture, this book explores all the interconnected components of a truly customer-centric business model and how you can apply its principles practically and with tangibly significant business results. It will support you to strategize, plan and operationalise the future in order to create, deliver and capture value, whilst delivering sustainable, superior business performance. About the Author: Doug Leather, CEO of REAP Consulting (Pty) Ltd, is a Wharton Business School Alumnus who has a diverse and varied background, including engineering and commercial. He is a leading expert in Customer Management working globally with large blue-chip organisations, and is best described as a Customer Management Evangelist, Activist and Futurologist as a result of his intense passion, broad multi-industry and multi-country insights into customer management capability understanding, best practice application, customer experience, business models and business performance improvement. The primary focus of his client work today is in helping people in businesses think, and work differently together to understand the importance of customer asset management, assessing the maturity of customer management capability and then conceiving, planning, developing/repairing, driving and measuring strategy and programmes for the 21st Century Organisatio
Author: Jacco Van Der Kooij
Publisher:
ISBN: 9781986269797
Category :
Languages : en
Pages : 140
Get Book Here
Book Description
An updated version of the must-have book for SaaS sales teams, which The SaaS Sales Method defines to include Marketing, Sales, and Customer Success. Because of their very nature, SaaS companies live and die on revenue growth. And once the service is ready there is a very small window in which to scale. Missing that window is the difference between massive success and mediocrity. With such high stakes, it is crucial to get a sales team and process in place that will scale. Yet most early stage companies build their sales teams by the seat of their pants. This book distills the authors' years of building high performance SaaS teams into a set of highly detailed instructions that will allow sales leaders to design, implement and execute all around sales plans.Blueprints for a SaaS Sales Organization provides detailed guidance for SaaS sales leaders on how to build an sales organization that works together across the entire customer relationship. It builds on the concepts in The SaaS Sales Method and provides detailed information on how to structure teams so that they apply fundamental sales skills during Moments That Matter.
Author: Peter Fader
Publisher:
ISBN:
Category : Business planning
Languages : en
Pages : 128
Get Book Here
Book Description
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.
Author: Aldo Cundari
Publisher: John Wiley & Sons
ISBN: 1119092892
Category : Business & Economics
Languages : en
Pages : 176
Get Book Here
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.
Author: Ben Reason
Publisher: John Wiley & Sons
ISBN: 1118988922
Category : Business & Economics
Languages : en
Pages : 214
Get Book Here
Book Description
A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.
Author: Kreta Chandler
Publisher: Prentice Hall Professional
ISBN: 0130479624
Category : Electronic books
Languages : en
Pages : 320
Get Book Here
Book Description
-- HP's expertise in this area has earned them Vendor of the Year awards in e-commerce from key resller partners.-- Case studies showing how the new principles, techniques, and methodologies worked at Web sites such as Amazon, Office Depot, QVC, and Outpost.This book is a practical guide to understanding web page design and usability factors needed for the online store shelf. Designing and structuring information correctly enhances navigation through your site as well as delivering your customers a satisfying shopping experience. The authors have consulted with such diverse customers as Amazon, AOL, QVC, Outpost, Egghead, Office Depot and others. The concepts they've brought to these accounts have earned HP Vendor of the Year award in e-commerce from key HP reseller partners. Learn to blend customer insights with products and with web capabilities to create web sites that maximize customer-centered design. Your resulting web sites will have an ease of usability that lead to superior customer experiences while maximizing sales. This book includes plenty of examples and case studies showing how to apply new principles, techniques, and methodologies that will win you loyal customers.
Author: Annette Franz
Publisher:
ISBN: 9781686886812
Category :
Languages : en
Pages : 219
Get Book Here
Book Description
Struggling to ensure that the customer is at the center of all your business does? This book is your guide to putting the "customer" in customer experience. Not sure what that means? Well, for starters, too many executives believe they are delighting their customers. Why wouldn't they think that?! When they focus on growth, those customer acquisition numbers are pretty sweet, but they don't tell the real story. Prioritizing customer retention is critical. But you can't just throw technology at it, give it some lip service, and call it a day. Retention is hard work! You've got to understand who your customers are and what problems they are trying to solve or what jobs they are trying to do. Then you've got to use that understanding to design an experience that helps customers achieve their goals. That's the key to putting the customer in customer experience! Ultimately, you need to bring the customer voice into all meetings, decisions, processes, and designs. The customer must be at the center of all you do. After all, it's all about the customer! In this book, I cover the three approaches to customer understanding: surveys and data, personas, and journey mapping. I could've written the whole book about journey mapping, but there's so much more to building a customer-centric business than journey mapping. The culture must first be deliberately designed to put the customer at the heart of the business. And all foundational elements of a CX transformation must be in place to make that happen. With that knowledge, read this book and: Learn about the three approaches you must use to understand your customers, why you must use them, and how they work together. Create an action plan to ensure insights gleaned from these three approaches are implemented in your organization. Develop and assign personas to your customers in order to better understand their needs, goals, problems to solve, and jobs to be done. Learn the difference between touchpoint maps and journey maps and how touchpoint maps can still be a valuable asset in your customer experience toolbox. Understand why journey mapping is called the backbone of customer experience management - and how to make it so in your organization. Set up and facilitate your own current-state and future-state journey mapping workshops with customers. Set up and facilitate service blueprint workshops with internal stakeholders. Find out how to put the customer at the heart of your business. And more!
Author: Sheila Mello
Publisher: AMACOM/American Management Association
ISBN: 9780814406687
Category : Business & Economics
Languages : en
Pages : 223
Get Book Here
Book Description
Despite the prodigious research and money devoted to new product development, nearly nine in ten new products fail to solve a perceived need--and are gone within their first two years. This unique new book introduces and explains Market-Driven Product Definition (MDPD), a proven methodology for identifying and understanding customer-value-based needs, then turning them into products that consistently break through the clutter of the marketplace. Drawing on techniques developed by experts from MIT, the University of Chicago, and the Center for Management of Quality, as well as product development experiences from inside hundreds of top companies, including Abbott, Compaq, and Cisco, the book reveals MDPD techniques managers can use to: * Determine customer needs and value-based requirements * Choose which requirements to satisfy in order to distinguish their products from the competition * Determine which trade-offs can--and must--be made in product development * Decrease time to market by up to 40 percent and minimize time to profit.
Author: Jacqui Pretty
Publisher: Morgan James Publishing
ISBN: 1683502310
Category : Business & Economics
Languages : en
Pages : 107
Get Book Here
Book Description
“A superb . . . how-to book for any entrepreneur who not only wants to get their thoughts down to share with the world, but to leverage off their expertise.” –Geoff Hetherington, JG Hetherington, The Clarity CEO With the availability of self-publishing services and the rise of the entrepreneur as a thought leader, writing a book is becoming more appealing to an increasing number of small business owners. The problem? Most businesspeople aren’t writers, have never written a book before, are time poor and don’t know where to start. While many want to write a book, they worry about investing months of their time and thousands of their dollars to write something that isn’t any good, or even whether they will finish. Book Blueprint gives a step-by-step framework that any entrepreneur can follow to write a great book quickly, even if they’re not a writer.
Author: Steven C. Currall
Publisher: Oxford University Press
ISBN: 0199330719
Category : Business & Economics
Languages : en
Pages : 193
Get Book Here
Book Description
"Organized" and "innovation" are words rarely heard together. But an organized approach to innovation is precisely what America needs today. This book presents a blueprint for coordinating technology breakthroughs to advance America's global competitiveness and prosperity. That prosperity is at risk. As other nations bolster technology innovation efforts, America's research, development, and commercialization enterprise is falling behind. An "innovation gap" has emerged in recent decades, where US universities focus on basic research and industry concentrates on incremental product development. The country has failed to address the innovation gap because of three myths--innovation is about lone geniuses, the free market, and serendipity. These myths blind us from recognizing our dysfunctional system of unorganized innovation. In Organized Innovation, Currall, Frauenheim, Perry and Hunter provide a framework for optimizing the way America creates, develops, and commercializes technology breakthroughs. A roadmap for universities, business, and government, the book is grounded in the authors' seminal study of the National Science Foundation's Engineering Research Center program, which has returned to the US economy more than ten times the funding invested in it. For too long, our approach to technology innovation has been unorganized. The authors enable us to turn the page. They show us how to organize innovation for a more prosperous, hopeful future.
