Download or read book The Customer Driven Culture A Microsoft Story written by Travis Lowdermilk and published by O'Reilly Media. This book was released on 2020-02-24 with total page 211 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you’re striving to make products and services that your customers will love, then you’ll need a customer-driven organization. As companies transform their businesses to meet the demands of the digital age, they find themselves grappling with uniquely human challenges. Organizational knowledge becomes siloed, employees move to safeguard their expertise, and customer data creates polarization and infighting between teams. All of these challenges widen the distance between the people who make your products and the customers who use them. To meet today’s challenges, companies need to do more than build processes for customer-driven products. They need to create a customer-driven culture. With the help of his friend and mentor Monty Hammontree, Travis Lowdermilk takes readers through the cultural transformation of the Developer Division at Microsoft. This book shows readers how to "hack" their culture and reduce the distance between them and their customers’ needs. It’s a uniquely personal story that’s told amidst a cultural revolution at one of the largest software companies in the world. This story acts as your guide. You’ll learn how to: Establish a Common Language: Help employees change their thinking and actions Build Bridges, Not Walls: Treat product building as a team sport Encourage Learning Versus Knowing: Help your team understand their customers Build Leaders That Build Your Culture: Showcase star employees to inspire others Meet Teams Where They Are: Make it easy for teams to to adopt vital behavior changes Make Data Relatable: Move beyond numbers and focus on empathizing with customers

Download or read book The Customer Centricity Playbook written by Peter Fader and published by University of Pennsylvania Press. This book was released on 2018-10-30 with total page 136 pages. Available in PDF, EPUB and Kindle. Book excerpt: A 2019 Axiom Business Award winner. 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.

Download or read book Strategic Marketing written by Frank Bradley and published by John Wiley & Sons. This book was released on 2003-06-02 with total page 316 pages. Available in PDF, EPUB and Kindle. Book excerpt: Provides a short and concise look at the field. * Presents information that will have an international appeal.

Download or read book Customer Innovation written by Marion Debruyne and published by Kogan Page Publishers. This book was released on 2014-05-03 with total page 263 pages. Available in PDF, EPUB and Kindle. Book excerpt: A new set of organizations has discovered a new formula: they combine customer-centricity with innovative power. These organizations have created a completely outside-in approach to the market. Not driven by what they're good at, they start with the market and design their strategy around it, replacing practices of the past with a new set of capabilities which enable them to be ahead of the curve in discovering new market opportunities. Whereas the traditional value chain model regards the market as the end-outcome of the efforts of the organization, the reversed value chain model starts there. The customer is the starting point and the value chain is the result of understanding customer needs and requirements. Customer Innovation presents this unique case for developing the outside-in organization to drive your business success, combining market orientation with innovation to enable actionable positive change in the way your company does business. Winner of the Innovation and Entrepreneurship category of the 2015 CMI Management Book of the Year Awards, Customer Innovation provides every business with the framework it needs to combine customer focus with innovation to achieve success. It is packed with real world examples from a range of leading global companies including Disney, Coca-Cola, LEGO, Eurex, Netflix, KLM, Carglass, Komatsu, Callebaut and more to help you put market awareness at the heart of your business.

Download or read book Designing the Customer Centric Organization written by Jay R. Galbraith and published by John Wiley & Sons. This book was released on 2011-01-06 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Marketing Strategy written by Steven P. Schnaars and published by . This book was released on 1991 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: Schnaars stresses that business strategy must be customer-driven to be successful. He begins by explaining marketing's influence on business strategy and then gives a brief history of marketing strategy. He discusses Boston Consulting Group's growth share matrix, Michael Porter's three generic strategies, the standardization-customization debate within a global perspective, the ongoing empirical study, PIMS (profit impact of market strategies), and product life cycle (product and market evolution). Other subjects covered include market share, assessing competition, product differentiation, market segmentation, quality, and speed (shorter cycles) as strategy. The book concludes with a discussion of long-term customer satisfaction. ISBN 0-02-927953-4: $35.00.

Download or read book Market Driven Strategy written by George S Day and published by Free Press. This book was released on 2015-01-17 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now in its 21st printing, George S. Day's Market Driven Strategy first defined what it means to be "market- driven." Providing a foundation for Day's new companion volume The Market Driven Organization, this seminal work remains a vital resource for a generation of managers struggling to align their organizations to volatile markets. Contending that the rate of change in the market has clearly outstripped the speed at which a conventionally managed company can respond, Day makes a compelling case for first creating superior customer value, without which there can be no share-holder value. He presents a proven market-driven approach to formulating and implementing competitive strategy at the business-unit level -- "in the trenches" -- based upon materials that have been empirically tested and critiqued in more than 200 internal executive programs and strategic planning sessions at such companies as U.S. West, General Motors, Marriott, Kodak, and General Electric. Day introduces the five critical, interdependent choices that managers must make to create a market-driven strategy. With dozens of examples from companies such as Otis Elevator, GE, H.J. Heinz, Ikea, Nestlé, Acuson, and 3M, he shows how forward-thinking companies select their markets, differentiate their products, choose their communication and distribution channels, decide on the scale and scope of their support activities, and select future areas for growth. Finally, Day persuasively documents the commitment to thinking and planning processes at these winning companies that harnesses the power of bottom-up understanding of customers and competitive realities with top-down vision and leadership.

Download or read book Customer Driven Disruption written by Suman Sarkar and published by National Geographic Books. This book was released on 2019-09-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Businesses worry about new technologies, but customers are the ultimate disruptors—Suman Sarkar offers bold strategies for making sure you understand your customers and keep up with their ever-changing needs. Disruption—the brutal roiling of markets, the decline of long-established brands and products, and the rise of new upstarts—drives business failure and success. Most people think technology causes disruption, but technology merely enables it. Changing customer needs cause disruptions, and too many businesses get caught unaware. Suman Sarkar offers proven strategies that will enable any business to stay radically close to its customers and address their evolving needs. He argues that businesses need to focus on existing customers first—research shows they’re likely to spend more and are more profitable than new customers. Personalization is becoming important for the newer generations in both developed and developing markets, so Sarkar describes approaches to make them cost-effective. In our era of instant gratification, customers want what they want now—Sarkar explains how you can develop and deliver products and services faster than ever. And since a few bad Yelp reviews, social media posts, or angry tweets from customers can ruin you, Sarkar shows how to proactively make sure the quality of your products and services stays better than that of your competitors. The key to survival in this era of changing customer needs is to focus on and address them quickly so customers don’t switch to the competition. Drawing on his experiences with leading companies worldwide, Sarkar offers five strategies and techniques that will keep you ahead of the curve.

Download or read book Strategic Customer Service written by John A. GOODMAN and published by AMACOM Div American Mgmt Assn. This book was released on 2009-05-13 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.

Download or read book Customer Centricity written by Peter Fader and published by . This book was released on 2012 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Customer Driven Transformation written by Joe Heapy and published by Kogan Page Publishers. This book was released on 2018-07-03 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service design is the activity of utilizing resources and people to build and sustain services that not only meet customers' needs, but also add that little bit of magic or true competitive advantage. In an overcrowded marketplace there is often little opportunity to break away from the pack and influence customer perceptions; Customer-Driven Transformation demonstrates how to use design thinking as a driver for organizational change to translate your vision into compelling services that will delight your customers. How did companies like Netflix, Airbnb and Uber revolutionize industries and win loyal followers? They started here. By thinking about what customers need foremost, you can reinvent your value proposition and deliver services that work. Customer-Driven Transformation shows how to instill an outside-in approach to strategy, moving away from management that's technology, marketing or resource optimization-led, towards being customer-inspired and experimental with innovation. It is a practical guide for any business to lead a transformational programme and use design thinking to change how services are created, ensuring they are expertly designed, elegant in use and advance in customer-mindedness. With ground-breaking case studies from the likes of E.On Energy, Hyundai Motor Company and Bupa, this cutting-edge book will empower companies to take control of customer experience and deliver long-lasting and impactful change. Focusing on one of the hottest management topics, it is an inspiring read for any business leader to understand how to reinvent their value proposition, gain market share and win customers.

Download or read book The Customer Driven Playbook written by Travis Lowdermilk and published by "O'Reilly Media, Inc.". This book was released on 2017-06-20 with total page 254 pages. Available in PDF, EPUB and Kindle. Book excerpt: Despite the wide acceptance of Lean approaches and customer-development strategies, many product teams still have difficulty putting these principles into meaningful action. That’s where The Customer-Driven Playbook comes in. This practical guide provides a complete end-to-end process that will help you understand customers, identify their problems, conceptualize new ideas, and create fantastic products they’ll love. To build successful products, you need to continually test your assumptions about your customers and the products you build. This book shows team leads, researchers, designers, and managers how to use the Hypothesis Progression Framework (HPF) to formulate, experiment with, and make sense of critical customer and product assumptions at every stage. With helpful tips, real-world examples, and complete guides, you’ll quickly learn how to turn Lean theory into action. Collect and formulate your assumptions into hypotheses that can be tested to unlock meaningful insights Conduct experiments to create a continual cadence of learning Derive patterns and meaning from the feedback you’ve collected from customers Improve your confidence when making strategic business and product decisions Track the progression of your assumptions, hypotheses, early ideas, concepts, and product features with step-by-step playbooks Improve customer satisfaction by creating a consistent feedback loop

Download or read book The Market Driven Organization written by George S. Day and published by Simon and Schuster. This book was released on 2012-12-11 with total page 299 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'Market Driven Strategy' is a buzzword that many business people use without fully grasping its meaning. Now George Day, the inventor of the phrase, follows up his groundbreaking book MARKET DRIVEN STRATEGY with practical advice for managers who want to better communicate with their customers, perform miles ahead of their competitors, and continually be responsive to both. Based on nearly a decade of research, teaching, and consulting on the topic, THE MARKET DRIVEN ORGANIZATION shows how to apply Day's essential marketing theories to an entire company. Complete with diagnostic questionnaires and other assessment tools to identify strengths and weaknesses and lead companies through change, THE MARKET DRIVEN ORGANIZATION is an indispensable guide that will provide managers with crucial insights drawn from the most thorough research of the decade.

Download or read book Customer Driven Strategy written by and published by . This book was released on 2014 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book The Opt Out Effect written by Gerald E. Smith and published by FT Press. This book was released on 2015-12-18 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: &>will control your brand relationship, there’s only way to win: help them do it. The Opt-Out Effect shows you how. Marketing thought leader Gerald Smith brings together new research data, powerful strategies, and indispensable tools for implementing customer-centric brand management that supports today’s customers and earns their loyalty. You’ll master new digital brand management best practices hands-on, via realistic exercises and well-tested worksheets and templates you can use in your own environment. Nicholson and Smith ground their recommendations in evidence, unveiling important new research from Pitney Bowes and Kitewheel that illuminates the viewpoints of nearly 1,000 marketers and 1,000 consumers across several leading industries. Learn how to: Quantify what opt-out is costing your business in dollars and cents Control opt-out by empowering customers with opt-up, opt-down, and opt-in user preferences Reframe brand strategy as customer-centric, building on radically new assumptions, languages, and beliefs about marketing Use customer analytics to listen to, sense, and engage customers “in the moment” Apply customer-centric concepts such as Opt-Out Monetization, Customer-Driven Brand Loyalty, Customer-Driven Lifetime Value, and Customer-Driven Brand Equity Profitably empower customers to control their messaging, media, channels, offerings, and more Integrate your key customer relationship measures in a complete e-driven customer managed marketing framework that helps you clarify your goals, priorities, and performance

Download or read book Customer driven Strategy written by Thomas F. Wallace and published by Oliver Wight Limited Publications. This book was released on 1992 with total page 318 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Driven Strategy Thomas F. Wallace Strategic Planning, in many companies, consists of annual treks to resorts for two days of planning and one day of golf. These strategy "retreats" often produce impressive, bound plans, which tend to collect dust on the bookshelves of managers throughout the company. The net impact on the business is obviously nil. Despite this annual performance gap, developing a dynamic operating strategy is essential to the survival and success of every enterprise. It's also critical for companies to develop a viable strategy by creating customer-driven plans, focused on consistently delivering value to the customer in every aspect of a company's operation. Customer-Driven Strategy takes you beyond the traditional approaches to planning and strategy implementation. It brings the reality of delivering value to your customers into the essential aspects of your business. It helps you to create, implement, and manage a flexible, dynamic plan that's committed to your customer. Tom Wallace shows how to develop this customer-driven perspective by implementing a holistic, fully integrated strategic approach in the following areas: Initiating a customer-driven planning process Leveraging continuous-improvement initiatives Developing innovative approaches in high performance work teams Creating a learning environment that fosters constant innovation Maximizing the market impact of new products Using planning and control systems to their greatest potential Sustaining new partnerships with suppliers for competitive advantage Developing accurate, effective performance measures Implementing customer-driven strategies for the maximum benefit of the business-and your customers Packed with practical advice and guidelines, Customer-Driven Strategy gives you the proven tools and techniques to realize significant improvements in your company's operations-today. In addition, you can learn how Hewlett Packard, Steelcase, Tellabs, and other companies dramatically improved their performance through customer-focused strategic planning.

Download or read book Strategy from the Outside In PB written by George S. Day and published by McGraw Hill Professional. This book was released on 2010-07-23 with total page 321 pages. Available in PDF, EPUB and Kindle. Book excerpt: Make customer value a C-Suite priority for lasting profits and growth While the Great Recession ravaged the balance sheets of long-standing leaders in their respective industries, many companies have actually gained market share, grown revenuesand profits, and created more value for customers. These are not flash-in-the-pan companies—world-beatersone year and stragglers the next. They are companies like Johnson& Johnson, Procter & Gamble, Fidelity, Cisco, Philips, Walmart, and Amazon. The success of these organizations isn’t the result of a brilliant strategy for bad times; it’sthe outcome of a highly effective long-term strategy that manages thecompany from the outside in. In Strategy from the Outside In, George S. Day and Christine Moormanexplain that the key to such lasting and highly profitable successis the ability to compete on and profit from customer value. It meansoperating from the outside in. It means always building strategy onmarket insight, and ensuring that every part of the company puts customervalue first. Applying years of research, Day andMoorman illustrate that an outside-in view requires constant vigilance and focus on four customer value imperatives: Be a customer value leader Innovate new value for customers Capitalize on the customer as an asset Capitalize on the brand as an asset Day and Moorman take you from theory to practice, with an emphasison real world stories, practical models, and useable metrics sothat you can profit from customer value. From the outside in.