Download or read book The Customer Base Audit written by Peter Fader and published by University of Pennsylvania Press. This book was released on 2022-11 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: As a leader in your organization, you will be very familiar with your organization's key financial statements and monthly management reports. You may have spent countless hours discussing budgets and expenditures. But how much time have you spent reflecting on the fact that these revenues are generated by actual customers--the people who pull out their wallets and pay for your products and services? In The Customer-Base Audit: The First Step on the Journey to Customer Centricity, experts Peter Fader, Bruce Hardie, and Michael Ross start you on the path toward really getting to understand your customers' buying behavior as well as the health of your overall customer base. A customer-base audit is a systematic review of the buying behavior of a firm's customers using data captured by its transaction systems. It will help you answer questions such as: -- How healthy is your customer base? How realistic are your growth objectives? -- How do your customers differ in terms of their behavior and value? -- How has the quality of your customers changed over time? -- What changes in customer behavior lie behind period-to-period changes in firm performance? -- What is important to your high-value customers? Which products help you acquire and retain your best customers? Fader, Hardie, and Ross present five "lenses" through which an executive can address questions like those above. The answers are often lurking in various parts of the organization, but it is rare to find all the relevant analyses in one place, let alone performed on a regular basis (as an audit should be). Yet without such a basic, systematic understanding of the foundations of the firm's primary source of cash flow, how can executives make informed decisions? Fader, a Wharton professor, is the author of Customer Centricity and coauthor of The Customer Centricity Playbook, both of which have helped businesses radically rethink how they relate to customers. In this first step of the journey, Fader, Hardie, and Ross assist leaders in gaining a fundamental understanding of their customers' buying behavior--and thus their company as a whole.

Download or read book The Customer Centricity Ebook Collection 3 Books written by Peter Fader and published by University of Pennsylvania Press. This book was released on 2024-07-23 with total page 514 pages. Available in PDF, EPUB and Kindle. Book excerpt: Available for the First Time—Three Books in One! The Customer Centricity Ebook Collection is a must-have for any business leader looking to understand and implement customer-centric strategies. This collection includes three essential books by renowned experts Peter Fader, Bruce Hardie, Michael Ross, and Sarah Toms, all of whom are leaders in the field of customer centricity. The collection includes three books in a single volume:Customer Centricity, by Peter FaderThe Customer Centricity Playbook, by Peter Fader and Sarah TomsThe Customer-Base Audit, by Peter Fader, Bruce Hardie, and Michael Ross The Customer Centricity Ebook Collection offers a comprehensive guide to understanding, implementing, and measuring the impact of customer-centric strategies.

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 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 Audit Analytics in the Financial Industry written by Jun Dai and published by Emerald Group Publishing. This book was released on 2019-10-28 with total page 197 pages. Available in PDF, EPUB and Kindle. Book excerpt: Split into six parts, contributors explore ways to integrate Audit Analytics techniques into existing audit programs for the financial industry. Chapters include topics such as fraud risks in the credit card sector, clustering techniques, fraud and anomaly detection, and using Audit Analytics to assess risk in the lawsuit and payment processes.

Download or read book Risk Based Auditing written by Phil Griffiths and published by CRC Press. This book was released on 2016-04-08 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: The role of internal audit is changing. The Sarbanes-Oxley legislation in the US and the Combined Code for Corporate Governance in the UK focused on the need to demonstrate the active management of risks and report on this subject to shareholders. Boards of Directors are therefore increasingly requiring their Internal Audit functions to provide a much higher level of assurance in this regard. Phil Griffiths' Risk-Based Auditing explains the concepts and practice behind a risk-based approach to auditing. He explores the changing environment in both the private and public sectors and the associated legislation and guidance. The book then provides a blueprint for refocusing the internal audit role to embrace risk and to help plan, market, undertake and report a risk-based audit. The text includes a detailed risk-based audit toolkit with 14 sections of tools, techniques and information to enable a risk-based approach to be adopted. This is an essential guide for internal and external auditors seeking to manage the realities of the audit function in the turbulent and fast-changing business environment that has emerged since the end of the last century.

Download or read book The Future of the Office written by Peter Cappelli and published by Wharton School Press. This book was released on 2021-08-10 with total page 109 pages. Available in PDF, EPUB and Kindle. Book excerpt: A GLOBE & MAIL BEST BUSINESS BOOK OF 2021 The COVID-19 pandemic forced an unprecedented experiment that reshaped white-collar work and turned remote work into a kind of "new normal." Now comes the hard part. Many employees want to continue that normal and keep working remotely, and most at least want the ability to work occasionally from home. But for employers, the benefits of employees working from home or hybrid approaches are not so obvious. What should both groups do? In a prescient new book, The Future of the Office: Work from Home, Remote Work, and the Hard Choices We All Face, Wharton professor Peter Cappelli lays out the facts in an effort to provide both employees and employers with a vision of their futures. Cappelli unveils the surprising tradeoffs both may have to accept to get what they want. Cappelli illustrates the challenges we face by in drawing lessons from the pandemic and deciding what to do moving forward. Do we allow some workers to be permanently remote? Do we let others choose when to work from home? Do we get rid of their offices? What else has to change, depending on the approach we choose? His research reveals there is no consensus among business leaders. Even the most high-profile and forward-thinking companies are taking divergent approaches: --Facebook, Twitter, and other tech companies say many employees can work remotely on a permanent basis. --Goldman Sachs, JP Morgan, and others say it is important for everyone to come back to the office. --Ford is redoing its office space so that most employees can work from home at least part of the time, and --GM is planning to let local managers work out arrangements on an ad-hoc basis. As Cappelli examines, earlier research on other types of remote work, including telecommuting offers some guidance as to what to expect when some people will be in the office and others work at home, and also what happened when employers tried to take back offices. Neither worked as expected. In a call to action for both employers and employees, Cappelli explores how we should think about the choices going forward as well as who wins and who loses. As he implores, we have to choose soon.

Download or read book The Brain Audit written by Sean D'Souza and published by . This book was released on 2009-08 with total page 180 pages. Available in PDF, EPUB and Kindle. Book excerpt: How the Brain Goes Through Decision-Making: Do you often wonder what your customer is thinking? Don't leave the thought process to chance and let that customer walk away. Your customers don't want to walk away. They want to buy from you. So how does the brain make decisions? And what causes it to get confused? The Brain Audit shows you how the customer takes decisions. And what you need to put in place, so that the customer feels happy to buy products or services from you. The Brain Audit isn't about persuasion or any mind tricks. Instead it shows you the information that your customers need in order to make a decision. It shows you how to present that information, and thereby enable the customer to intelligently go through a purchase sequence. The Brain Audit is designed to do the following: brain_audit_benefits 1) Enable you to spot every one of the 'seven bags' that are required to make a decision 2) Present those bags to the customer in the right sequence. 3) Enable you to get the customer to buy without needing to use pressure tactics.

Download or read book The Leader s Brain written by Michael Platt and published by University of Pennsylvania Press. This book was released on 2020-10-06 with total page 150 pages. Available in PDF, EPUB and Kindle. Book excerpt: Leadership is a set of abilities with which a lucky few are born. They're the natural relationship builders, master negotiators and persuaders, and agile and strategic thinkers. The good news for the rest of us is that those abilities can be developed. In The Leader's Brain, Wharton Neuroscience Initiative director Michael Platt explains how.

Download or read book Digital Strategy Framework written by Amit Prabhu and published by Business Expert Press. This book was released on 2024-02-22 with total page 186 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business incumbents constantly face disruption threats. Most of them have embarked on the digital transformation journey. Around 70 percent of transformation projects fail. One of the many reasons of failure is a lack of clear and concrete Digital Strategy. This book contains a comprehensive Digital Strategy Framework for business incumbents, providing a step-by-step guidance during the strategy creation and execution phases. Though anyone can read and derive benefits from this book, it is primarily for executives, strategists, transformation drivers, change agents, leaders, and managers. Its success lies in how effectively they apply the framework at their workplace. This book is not just about information...it’s all about transformation!

Download or read book Automotive Audits written by D. H. Stamatis and published by CRC Press. This book was released on 2021-03-17 with total page 182 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book addresses the essentials of an automotive audit which is required by all automotive suppliers world-wide. They are based on customer specific requirements, ISO standards, and Industry specifications. This book covers both the mandated documents and records that are necessary for compliance, with an extensive discussion on Layered Process Audits and distance auditing. The book addresses the six standards for certification in one volume. It explains “why” and “how” an effective audit should be carried out. It identifies the key indicators for a culture change with an audit, explains the “process audit” at length, discusses the rationale for Layered Process audits and summarizes all the mandatory documents and records for all standards and requirements. The book covers the issue of risk in auditing and emphasizes the role of a “checklist” in the preparation process. This book is for those that conduct audits, those that are interested in auditing, and those being audited. It specifically addresses automotive OEMs and their supplier base but is also of interest to anyone wanting information on auditing.

Download or read book Content Audits and Inventories written by Paula Ladenburg Land and published by XML Press. This book was released on 2014-10-04 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: Successful content strategy projects start with a thorough assessment of the current state of all content assets: their quantity, type, and quality. Beginning with a data-rich content inventory and layering in a qualitative assessment, the audit process allows content owners and business stakeholders to make informed decisions. Content Audits and Inventories, by veteran content strategist Paula Land, shows you how to begin with an inventory, scope and plan an audit, evaluate content against business and user goals, and move forward with a set of useful, actionable insights. This practical, tactic-filled handbook walks you through setting up and running an inventory using an automated tool, setting the stage for a successful audit. Specific audit tactics addressed include auditing for content quality, performance, global considerations, and legal and regulatory issues. You will also learn how to do a competitive audit and incorporate personas into an audit. Tips on presenting audit results to stakeholders will help you deliver effective strategies.

Download or read book Using Equity Audits to Create Equitable and Excellent Schools written by Linda Skrla and published by Corwin Press. This book was released on 2009-05-05 with total page 153 pages. Available in PDF, EPUB and Kindle. Book excerpt: Use the power of equity audits to help eliminate achievement gaps and educational bias! Grounded solidly in theory and the use of data, this resource provides practical, easy-to-implement strategies for effectively using equity audits to ensure a high-quality education for all students, regardless of socio-economic class. Readers will discover how to increase equity awareness at school and district levels and remedy inequalities in teacher quality, program design, and student achievement by using: A set of “inequity indicators” for evaluating schools, generating essential data, and identifying problem areas Nine skill sets for improved equity-oriented teaching Charts, graphs, and support materials that can be customized for specific settings

Download or read book Converted written by Neil Hoyne and published by Penguin. This book was released on 2022-02-22 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: When the world’s biggest brands want to sharpen their digital marketing strategy, they call Neil Hoyne – Google’s Chief Measurement Strategist and Senior Fellow at the Wharton School. In his first book, he offers a simple, research-backed playbook that anyone can use to find their best customers and develop relationships that last. Under pressure for quick results and facing fierce marketplace competition, too many marketers are boxed into spaghetti-to-the-wall forms of digital marketing that limit the potential of their long hours, countless experiments, and warehouses of data. And in the end, they watch their competition sprint ahead. But what if you built a business around long-term relationships with customers, using data to understand who they are, what they need, and where to find more customers just like them? You can. And you’ll leave your competitors, with all of their data and their short-term thinking, to poke around in the scraps. In Converted, you will learn how to: • Understand the full value of each relationship • Engage in an ongoing conversation with your best customers • Ask the right questions so you can anticipate your customers’ needs • Find more great customers A real person is always on the other end of the transaction. Converted shows you how to win their hearts.

Download or read book Winning the Outsourcing Game written by Janet Butler and published by CRC Press. This book was released on 2000-06-27 with total page 351 pages. Available in PDF, EPUB and Kindle. Book excerpt: It has become increasingly difficult to hire and keep warm bodies, not to mention competent IT personnel. Winning the Outsourcing Game covers everything an IT professional needs to make the decision whether or not to outsource and to make outsourcing work once the decision is made. It includes detailed checklists for everything from drafting the RFP and contract to procedures for onsite contractors to project management and monitoring. It provides the background and the framework for IT managers to develop a sound outsourcing strategy, choose the IT functions to outsource, and effectively manage the risk of third-party contractors.

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 IS Management Handbook written by Carol V. Brown and published by CRC Press. This book was released on 1999-10-28 with total page 808 pages. Available in PDF, EPUB and Kindle. Book excerpt: In systems analysis, programming, development, or operations, improving productivity and service - doing more with less - is the major challenge. Regardless of your management level, the Handbook gives you the advice and support you need to survive and prosper in the competitive environment. It is the only comprehensive and timely source of technical and managerial guidance, providing expert information on the latest IT management techniques from top IS experts. This edition explains state-of-the-art technologies, innovative management strategies, and practical step-by-step solutions for surviving and thriving in today's demanding business environment. The IS Management Handbook outlines how to effectively manage, adapt and integrate new technology wisely, providing guidance from 70 leading IS management experts in every important area. This reference enables its readers to ensure quality, contain costs, improve end-user support, speed up systems development time, and solve rapidly changing business problems with today's IS technology.