Download or read book The Customer Experience Manual written by Alan Pennington and published by Pearson UK. This book was released on 2016-09-12 with total page 233 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Lean Analytics written by Alistair Croll and published by "O'Reilly Media, Inc.". This book was released on 2024-02-23 with total page 403 pages. Available in PDF, EPUB and Kindle. Book excerpt: Whether you're a startup founder trying to disrupt an industry or an entrepreneur trying to provoke change from within, your biggest challenge is creating a product people actually want. Lean Analytics steers you in the right direction. This book shows you how to validate your initial idea, find the right customers, decide what to build, how to monetize your business, and how to spread the word. Packed with more than thirty case studies and insights from over a hundred business experts, Lean Analytics provides you with hard-won, real-world information no entrepreneur can afford to go without. Understand Lean Startup, analytics fundamentals, and the data-driven mindset Look at six sample business models and how they map to new ventures of all sizes Find the One Metric That Matters to you Learn how to draw a line in the sand, so you'll know it's time to move forward Apply Lean Analytics principles to large enterprises and established products

Download or read book HBR Guide to Dealing with Conflict HBR Guide Series written by Amy Gallo and published by Harvard Business Review Press. This book was released on 2017-03-14 with total page 157 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn to assess the situation, manage your emotions, and move on. While some of us enjoy a lively debate with colleagues and others prefer to suppress our feelings over disagreements, we all struggle with conflict at work. Every day we navigate an office full of competing interests, clashing personalities, limited time and resources, and fragile egos. Sure, we share the same overarching goals as our colleagues, but we don't always agree on how to achieve them. We work differently. We rub each other the wrong way. We jockey for position. How can you deal with conflict at work in a way that is both professional and productive--where it improves both your work and your relationships? You start by understanding whether you generally seek or avoid conflict, identifying the most frequent reasons for disagreement, and knowing what approaches work for what scenarios. Then, if you decide to address a particular conflict, you use that information to plan and conduct a productive conversation. The HBR Guide to Dealing with Conflict will give you the advice you need to: Understand the most common sources of conflict Explore your options for addressing a disagreement Recognize whether you--and your counterpart--typically seek or avoid conflict Prepare for and engage in a difficult conversation Manage your and your counterpart's emotions Develop a resolution together Know when to walk away Arm yourself with the advice you need to succeed on the job, with the most trusted brand in business. Packed with how-to essentials from leading experts, the HBR Guides provide smart answers to your most pressing work challenges.

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 Retention Point written by Robert Skrob and published by . This book was released on 2018-05-04 with total page 152 pages. Available in PDF, EPUB and Kindle. Book excerpt: You know those members who love what you deliver? They can¿t get enough, they tell everyone they know about you and they buy everything you offer. These are the ¿Lifers.¿ Then, there are the ¿Quitters.¿ The Quitters stop opening your email, don¿t use what you provide, then they quit, (sometimes asking for a refund.) This book reveals how to create more Lifers and repel the Quitters before they cost you time and money on wasted fulfillment. Your Retention Point is the moment your brand-new member becomes a Lifer, is emotionally invested in what you deliver, uses your product and talks about it to her friends. This book reveals how to get more members to the Retention Point. Right now it is happening by accident. By implementing the systems I reveal within this book you can generate five or ten times the number of members reaching the Retention Point and becoming Lifers as you do today. This book includes five case studies showing the Retention Point in action. Plus, Mr. Skrob¿s reveals his entire 9-Step Member On Ramp to make it easy to implement and get more of your members to the Retention Point.

Download or read book Statistics Done Wrong written by Alex Reinhart and published by No Starch Press. This book was released on 2015-03-01 with total page 177 pages. Available in PDF, EPUB and Kindle. Book excerpt: Scientific progress depends on good research, and good research needs good statistics. But statistical analysis is tricky to get right, even for the best and brightest of us. You'd be surprised how many scientists are doing it wrong. Statistics Done Wrong is a pithy, essential guide to statistical blunders in modern science that will show you how to keep your research blunder-free. You'll examine embarrassing errors and omissions in recent research, learn about the misconceptions and scientific politics that allow these mistakes to happen, and begin your quest to reform the way you and your peers do statistics. You'll find advice on: –Asking the right question, designing the right experiment, choosing the right statistical analysis, and sticking to the plan –How to think about p values, significance, insignificance, confidence intervals, and regression –Choosing the right sample size and avoiding false positives –Reporting your analysis and publishing your data and source code –Procedures to follow, precautions to take, and analytical software that can help Scientists: Read this concise, powerful guide to help you produce statistically sound research. Statisticians: Give this book to everyone you know. The first step toward statistics done right is Statistics Done Wrong.

Download or read book Handbook of Marketing Decision Models written by Berend Wierenga and published by Springer Science & Business Media. This book was released on 2008-09-05 with total page 621 pages. Available in PDF, EPUB and Kindle. Book excerpt: Marketing models is a core component of the marketing discipline. The recent developments in marketing models have been incredibly fast with information technology (e.g., the Internet), online marketing (e-commerce) and customer relationship management (CRM) creating radical changes in the way companies interact with their customers. This has created completely new breeds of marketing models, but major progress has also taken place in existing types of marketing models. Handbook of Marketing Decision Models presents the state of the art in marketing decision models. The book deals with new modeling areas, such as customer relationship management, customer value and online marketing, as well as recent developments in other advertising, sales promotions, sales management, and competition are dealt with. New developments are in consumer decision models, models for return on marketing, marketing management support systems, and in special techniques such as time series and neural nets.

Download or read book Lean B2B written by Étienne Garbugli and published by Étienne Garbugli. This book was released on 2022-03-22 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Get from Idea to Product/Market Fit in B2B. The world has changed. Nowadays, there are more companies building B2B products than there’s ever been. Products are entering organizations top-down, middle-out, and bottom-up. Teams and managers control their budgets. Buyers have become savvier and more impatient. The case for the value of new innovations no longer needs to be made. Technology products get hired, and fired faster than ever before. The challenges have moved from building and validating products to gaining adoption in increasingly crowded and fragmented markets. This, requires a new playbook. The second edition of Lean B2B is the result of years of research into B2B entrepreneurship. It builds off the unique Lean B2B Methodology, which has already helped thousands of entrepreneurs and innovators around the world build successful businesses. In this new edition, you’ll learn: - Why companies seek out new products, and why they agree to buy from unproven vendors like startups - How to find early adopters, establish your credibility, and convince business stakeholders to work with you - What type of opportunities can increase the likelihood of building a product that finds adoption in businesses - How to learn from stakeholders, identify a great opportunity, and create a compelling value proposition - How to get initial validation, create a minimum viable product, and iterate until you're able to find product/market fit This second edition of Lean B2B will show you how to build the products that businesses need, want, buy, and adopt.

Download or read book Customer Success written by Nick Mehta and published by John Wiley & Sons. This book was released on 2016-02-29 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Relationship Marketing written by Steve Baron and published by SAGE. This book was released on 2010-04-20 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: The relationship between a market and a consumer is complex. Far from simply an exchange of services there is an often complex transaction of feeling, meaning and experience. How does the study of relationship marketing interpret this? In this exciting new book the authors explore the factors of relationship marketing in its contemporary context, with the consumer in mind. From the experience of a football club supporter to experiences of gap year travel, to text messaging behaviour, and to using the library, the focus of this text is on the consumer perspective. From this angle, issues of relationship marketing, and its management, take on a new and exciting bearing. Topics examined include: frameworks for analyzing the consumer experience; consumer communities; issues of customer loyalty; the impact of ICT on relationship marketing; and the creative consumer. Each chapter is supported by - or based on - an in-depth case study, many of which are drawn from the authors′ research.

Download or read book Fighting Churn with Data written by Carl S. Gold and published by Manning Publications. This book was released on 2020-12-22 with total page 502 pages. Available in PDF, EPUB and Kindle. Book excerpt: The beating heart of any product or service business is returning clients. Don't let your hard-won customers vanish, taking their money with them. In Fighting Churn with Data you'll learn powerful data-driven techniques to maximize customer retention and minimize actions that cause them to stop engaging or unsubscribe altogether. Summary The beating heart of any product or service business is returning clients. Don't let your hard-won customers vanish, taking their money with them. In Fighting Churn with Data you'll learn powerful data-driven techniques to maximize customer retention and minimize actions that cause them to stop engaging or unsubscribe altogether. This hands-on guide is packed with techniques for converting raw data into measurable metrics, testing hypotheses, and presenting findings that are easily understandable to non-technical decision makers. Purchase of the print book includes a free eBook in PDF, Kindle, and ePub formats from Manning Publications. About the technology Keeping customers active and engaged is essential for any business that relies on recurring revenue and repeat sales. Customer turnover—or “churn”—is costly, frustrating, and preventable. By applying the techniques in this book, you can identify the warning signs of churn and learn to catch customers before they leave. About the book Fighting Churn with Data teaches developers and data scientists proven techniques for stopping churn before it happens. Packed with real-world use cases and examples, this book teaches you to convert raw data into measurable behavior metrics, calculate customer lifetime value, and improve churn forecasting with demographic data. By following Zuora Chief Data Scientist Carl Gold’s methods, you’ll reap the benefits of high customer retention. What's inside Calculating churn metrics Identifying user behavior that predicts churn Using churn reduction tactics with customer segmentation Applying churn analysis techniques to other business areas Using AI for accurate churn forecasting About the reader For readers with basic data analysis skills, including Python and SQL. About the author Carl Gold (PhD) is the Chief Data Scientist at Zuora, Inc., the industry-leading subscription management platform. Table of Contents: PART 1 - BUILDING YOUR ARSENAL 1 The world of churn 2 Measuring churn 3 Measuring customers 4 Observing renewal and churn PART 2 - WAGING THE WAR 5 Understanding churn and behavior with metrics 6 Relationships between customer behaviors 7 Segmenting customers with advanced metrics PART 3 - SPECIAL WEAPONS AND TACTICS 8 Forecasting churn 9 Forecast accuracy and machine learning 10 Churn demographics and firmographics 11 Leading the fight against churn

Download or read book Superior Customer Value written by Art Weinstein and published by Routledge. This book was released on 2018-12-07 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.

Download or read book Customer Winback written by Jill Griffin and published by John Wiley & Sons. This book was released on 2002-02-28 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most firms consider the lost customer a lost cause. But in this ground breaking book, Jill Griffin and Michael Lowenstein provide you with step-by-step solutions for winning back lost customers, saving customers on the brink of defection, and making your firm defection proof. Whether your business is small or large, product- or service-based, retail or wholesale, this book offers proven strategies for recognizing which lost customers have the highest win-back value and implementing a sure-fire plan to recover them. It includes the techniques of hundreds of innovative companies who are already working to recapture lost customers and keep them loyal. In today's hyper-competitive marketplace, no customer retention program can be entirely foolproof, but with this guide gives you today's best methods for winning back those customers you simply can't afford to let go.

Download or read book Handbook of Research on Customer Equity in Marketing written by V. Kumar and published by Edward Elgar Publishing. This book was released on 2015-01-30 with total page 521 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer equity has emerged as the most important metric to manage firm performance. This Handbook covers a broad range of strategic and tactical issues related to defining, measuring, managing, and implementing the customer equity metric for maximizin

Download or read book Customer Relationship Management and Customer Retention written by Ama Achiaa Kankam Boadu and published by GRIN Verlag. This book was released on 2019-11-11 with total page 95 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (postgraduate) from the year 2019 in the subject Business economics - Customer Relationship Management, CRM, grade: 1.5, Kwame Nkrumah University of Science and Technology, language: English, abstract: Customer Relationship Management (CRM) practices are business strategies designed to reduce costs and increase profitability by solidifying customer loyalty. With intense competition among insurance companies in Ghana, this study sought to assess Customer Relationship Management practices and Customer Retention in NSIA Insurance. The study was conducted to identify critical factors necessary for customer retention in carrying out customer relationship management practices in the selected insurance company and to develop effective customer relationship management practices to manage customer retention for sustainability within the insurance industry using NSIA Insurance as a case study. Well structured questionnaires and face-to-face interview were the methods adopted for the investigation of the study. A sample size of 40 respondents was considered, they were made up of customers and the staff who are fully involved in customer relationship management of the insurance company. Data collected from the completed questionnaires and the interviews were grouped into frequency tables and expressed in percentages. The researcher relied on the SPSS in interpreting the collected data. The study shows that even though NSIA insurance has policies on customer relationship management practices, these policies are not carried out fully to accomplish the ultimate goal of customer retention. The study recommends that for the insurance company to command an adequate number of loyal customers, NSIA Insurance should consistently improve on its quality of service to address the preference of the customers and consider the five service quality constructs of reliability, assurance, tangibility, empathy and responsiveness.

Download or read book Improving Complex Systems Today written by Daniel D. Frey and published by Springer Science & Business Media. This book was released on 2011-07-09 with total page 487 pages. Available in PDF, EPUB and Kindle. Book excerpt: As the main theme of Improving Complex Systems Today implies, this book is intended to provide readers with a new perspective on concurrent engineering from the standpoint of systems engineering. It can serve as a versatile tool to help readers to navigate the ever-changing state of this particular field. The primary focus of concurrent engineering was, at first, on bringing downstream information as far upstream as possible by introducing parallel processing in order to reduce time to market and to prevent errors at a later stage which would sometimes cause irrevocable damage. Up to now, numerous new concepts, methodologies and tools have been developed, but over concurrent engineering’s 20-year history the situation has changed extensively. Now, industry has to work in the global marketplace and to cope with diversifying requirements and increasing complexities. Such globalization and diversification necessitate collaboration across different fields and across national boundaries. Thus, the new concurrent engineering calls for a systems approach to gain global market competitiveness. Improving Complex Systems Today provides a new insight into concurrent engineering today.

Download or read book Keep Your Customers written by Ali Cudby and published by Morgan James Publishing. This book was released on 2020-01-07 with total page 213 pages. Available in PDF, EPUB and Kindle. Book excerpt: This fresh take on retention and revenue is “a useful guide to long-term customer loyalty that’s engaging, insightful and actionable . . . a fast, easy read” (Jonathan Tower, Managing Partner, Catapult VC). It costs 5 to 25 times more for companies to acquire a new customer versus retaining an existing one. That means a company’s process to keep its customers is tied directly to its revenue and profitability. In Keep Your Customers, Ali Cudby provides insights from business leaders, beginning with legendary executive Kay Koplovitz. The book goes on to offer real-world consumer behavior stories, business best practices, and CEO-led case studies in industries ranging from technology (ClusterTruck, PERQ), consumer packaged goods (Soapbox), and retail (Esprit de la Femme, Urban Stems). Interviews with renowned venture capitalists Mark Suster and Kara Nortman of Upfront Ventures, Square Capital executive Jackie Reses, and indie musician Craig Wedren, former Shudder to Think frontman and Yellowjackets composer, are also featured. Keep Your Customers is based on a proven process that has helped companies around the world improve the lifetime value of their clients. Keep Your Customers shares a fresh perspective on the old problem of customer relations. It jumps straight into practical strategies and actionable tactics to bring loyalty marketing to life for large and small businesses alike. Ali Cudby shares how to set up customer engagement for loyalty with a company culture to support it; grow without being stuck in the endless grind of new customer acquisition; and build the most powerful asset for any enterprise—a loyal, long-term, and lucrative customer base.