- Table View
- List View
Customer-Centric Project Management (Advances in Project Management)
by Elizabeth Harrin Phil PeplowThere has been a sea-change in the focus of organizations - whether private or public - away from a traditional product- or service-centricity towards customer-centricity and projects are just as much a part of that change. Projects must deliver value; projects must involve stakeholders, and Elizabeth Harrin and Phil Peplow demonstrate convincingly that stakeholders are the ones who get to decide what ’value’ actually means. Customer-Centric Project Management is a short guide explaining what customer-centricity means in terms of how you work and its importance for project performance; using tools and processes to guide customer-centric thinking will help you see the results of engagement and demonstrate how things can improve, even on difficult projects. The text provides a straightforward implementation guide to moving your own business to a customer-centric way of working, using a model called Exceed and provides some guidance for ensuring that customer-centricity is sustainable and supported in the organization. This is a practical, rigorous and well-researched text. It draws on established models and uses the example of project implementation in a healthcare environment to demonstrate the impact of this significant way of thinking about value. The authors can’t guarantee that the Exceed process will radically improve project success rates, and no process can. Adopting a customer-centric mindset and using the Exceed process to measure and monitor customer satisfaction will, however, help you move towards working with happier, more engaged stakeholders.
Customer Centric Support Services in the Digital Age: The Next Frontier of Competitive Advantage
by Jagdish N. Sheth Varsha Jain Emmanuel Mogaji Anupama AmbikaThis book explores how customer service can become the singular competitive differentiator for organizations in the digital era.Given the pace of digitization and the rise in customer expectations post-pandemic, organizations must focus on customer-centricity in all functions in the digital age, providing factors, enablers, and processes for customer service and sharing best practices based on research from global experts.The book is a valuable resource for students and researchers keen on understanding the new digital landscape in customer service to develop, maintain, and enhance customer relationships.
Customer Centricity: Focus on the Right Customers for Strategic Advantage (Wharton Executive Essentials)
by Peter FaderNot 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.
Customer Centricity: Focus on the Right Customers for Strategic Advantage (Wharton Executive Essentials)
by Peter FaderA powerful call to action, Customer Centricity upends some of our most fundamental beliefs about customer service, customer relationship management, and customer lifetime value.Despite what the old adage says, the customer is not always right. Even companies that can seemingly do no wrong—like the coffeehouse giant Starbucks—have only recently started to figure this out.Starbucks is one of many companies that has successfully executed a pivot that puts the company in a customer-centric mindset, an approach that Wharton professor Peter Fader describes in Customer Centricity. Fader advocates that in the world of customer centricity, there are good customers … and then there is pretty much everybody else. In a new preface and afterword to Customer Centricity, Fader reflects on how the landscape has changed over nearly a decade since he first proposed that businesses radically rethink how they relate to customers. Using examples from Starbucks, Nordstrom, and more, Fader provides insights to help you understand: Why customer centricity is the new model for success in today’s data-driven environment. How the ideas of brand equity and customer asset value help us understand what kinds of companies naturally lend themselves to the customer-centric model and which ones don’t; Why the traditional models for determining the value of individual customers are flawed; How executives can use customer lifetime value (CLV) and other customer-centric data to make smarter decisions about their companies; How the well-intended idea of customer relationship management (CRM) lost its way—and how your company can properly put CRM to use; How customer centricity will help you realign your performance metrics, product development, customer relationship management and organization to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.ALSO AVAILABLE: Once Fader convinces you of the value of customer centricity in this book, The Customer Centricity Playbook, with Sarah Toms, will show you where to get started to bring it to the forefront of your organization.THE WHARTON EXECUTIVE ESSENTIALS SERIESThe Wharton Executive Essentials series from Wharton School Press brings the ideas of the Wharton School’s thought leaders to you wherever you are. Inspired by Wharton’s Executive Education program, each book is authored by globally renowned faculty and filled with real-life business examples and actionable advice. Wharton Executive Essentials guides offer a quick-reading, penetrating, and comprehensive summary of the knowledge leaders need to excel in today’s competitive business environment and capture tomorrow’s opportunities.
Customer Centricity: Innovative Unternehmenspraxis: Insights, Strategien und Impulse
by Susanne O’Gorman Gabriele SchusterDieses Buch schlägt eine Brücke zwischen wissenschaftlicher Forschung zu Customer Centricity und ihrer praxisorientierten Anwendung. Das Interesse und die Begeisterung für Customer Centricity sind seit einigen Jahren ungebrochen, doch trotz reger Forschungstätigkeit und großem Interesse aus der Praxis scheitern viele Unternehmen nach wie vor an der Umsetzung. Zahlreiche Beitragsautor:innen betrachten in diesem Buch sowohl die Perspektive der Konsument:innen als auch der Unternehmen und integrieren zukunftsorientierte Ansätze wie Design Thinking, Augmented/Virtual Reality und CX-Plattformen. Die Leser:innen erhalten wissenschaftlich fundierte Handlungsempfehlungen für ein kundenzentriertes Unternehmen von praxiserfahrenen Expert:innen.Mit Beiträgen von:Prof. Dr. Laura-Maria AltendorferElaine BecraftProf. Dr. Thomas BolzProf. Dr. Benny BriesemeisterChristian FeddersenCharlotte FietzLivia FreudlTim GnanntProf. Dr. Stefan Godehardt-BestmannDr. Gregor ElbelProf. Dr. Katja GruppMatthias HackenbrachtProf. Dr. Cansu HattulaProf. Dr. Clare HindleyProf. Dr. Nicole KleinProf. Dr. Alexandra KühtePhilip MaloneyProf. Dr. Rico ManßProf. Dr. Astrid MühlböckProf. Dr. Bettina-Maria Müller Prof. Dr. Miriam O’SheaProf. Dr. Katharina RehfeldProf. Dr. Christian SchachtnerProf. Dr. Katrin E. ScheinProf. Dr. Uta ScheunertProf. Dr. Inga F. SchlömerProf. Dr. Benjamin Schulte Stephan SchusserMelanie StehrDr. Sascha TammTimo ThuencherNeal WesslingProf. Dr. Annegret Wittmann-Wurzer Prof. Dr. Nicola ZechProf. Dr. Matthias ZeisbergDr. Li Zeng
The Customer Centricity Ebook Collection (3 Books): Customer Centricity, The Customer Centricity Playbook, and The Customer-Base Audit
by Peter Fader Michael Ross Sarah E. Toms Bruce G. HardieAvailable 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 Fader> The Customer Centricity Playbook, by Peter Fader and Sarah Toms> The Customer-Base Audit, by Peter Fader, Bruce Hardie, and Michael RossThe Customer Centricity Ebook Collection offers a comprehensive guide to understanding, implementing, and measuring the impact of customer-centric strategies.
Customer Centricity in der Neuproduktentwicklung: Radikale Kundenorientierung als Schlüssel für potenzialstarke Innovationen (essentials)
by Ute RademacherDer Innovationsdruck auf Unternehmen steigt. Die Marktbedingungen werden volatiler. Die Zahl der Mitbewerber:innen steigt. Neue Geschäftsmodelle wirbeln alte Strukturen durcheinander. Und Kund:innen sind immer besser informiert und digital vernetzt. Nur Angebote, die verständliche und glaubwürdige Lösungen für die eigenen „Pain Points“ liefern, können sich durchsetzen.
Customer Centricity in New Product Development: Radical Customer Orientation as the Key to High-potential Innovations (essentials)
by Ute RademacherThe pressure on companies to innovate is increasing. Market conditions are becoming more volatile. The number of competitors is increasing. New business models are upsetting old structures. And customers are increasingly well informed and digitally connected. Only offers that provide comprehensible and credible solutions for a company's own pain points can prevail.
Customer-Centricity in Organized Retailing: A Guide to the Basis of Winning Strategies
by Manoj Kumar Dash Manash Kumar Sahu Jishnu Bhattacharyya Shivam SakshiThis book provides a compendium of cutting-edge knowledge for an efficacious retailing strategy, with lessons from the organized retailing sector in India. It explores customer needs and their impact on developing successful retailing strategies and organized retailing in emerging economies with changing consumer behavior. It discusses the importance of developing appropriate retailing strategies in the context of an emerging economy, being agile and forward-thinking to implement a customer-centric approach across the retail value chain's upstream and downstream actions, and the requirement of clarity on the exact tools and techniques that will allow the retailers to move from their present product-centric state to the looked-for customer-centric state.This book aids the practitioners in developing and adopting a culture of customer-centricity and focuses on various retail strategy concepts and their implementation. It aims to present the multifaceted and multifarious questions of retail marketing in two studies, where each study provides a comprehensive solution.
The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value
by Peter Fader Sarah Toms2019 AXIOM BUSINESS BOOK AWARD WINNER Featured in Forbes, NPR’s Marketplace, and a Google Talk, The Customer Centricity Playbook offers “actionable insights to drive immediate value,” according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google. How did global gaming company Electronic Arts go from being named “Worst Company in America” to clearing a billion dollars in profit? They discovered a simple truth—and acted on it: Not all customers are the same, regardless of how they appear on the surface. 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. Fader and Toms offer a 360-degree analysis of all the elements that support customer centricity within an organization. In this book, you will learn how to: Develop a customer-centric strategy for your organization Understand the right way to think about customer lifetime value (CLV) Finetune investments in customer acquisition, retention, and development tactics based on customer heterogeneity Foster a culture that sustains customer centricity, and also understand the link between CLV and market valuation Understand customer relationship management (CRM) systems, as they are a vital underpinning for all these areas through the valuable insights they provide Fader’s first book, Customer Centricity, quickly became a go-to for readers interested in focusing on the right customers for strategic advantage. In this new book, Fader and Toms offer a true playbook for companies of all sizes that want to create and implement a winning strategy to acquire, develop, and retain customers for the greatest value. “A must-read.” —Aimee Johnson, Chief Marketing Officer, Zillow “The Customer Centricity Playbook offers fundamental insights to point organizations of any size in the right direction.” —Rob Markey, Partner, Bain & Company, Inc., and coauthor, The Ultimate Question 2.0“Peter Fader and Sarah Toms offer transformative insights that light the path for business leaders.”—Susan Johnson, Chief Marketing Officer, SunTrust Banks
The Customer Century: Lessons from World Class Companies in Integrated Communications (Routledge Corporate Communication Ser.)
by Anders GronstedtBased on hundreds of hours of in-depth interviews with senior marketing and corporate communications managers from top companies such as Hewlett-Packard, Ericsson, Philips, and Xerox, this book is packed with hands-on advice to ensure business success in the new millennium. Companies must learn to integrate communications three dimensionally; externally with key customers, vertically between senior management and front-line workers, and horizontally across departments. Filled with hints, tips and strategies, this illuminating text shows readers the key to thriving in the upcoming ‘customer century’.
Customer CEO: How to Profit from the Power of Your Customers
by Chuck WallMost 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.
Customer Communities: Engage and Retain Customers to Build the Future of Your Business
by Nick Mehta Robin Van LieshoutMake community building your ultimate business growth strategy In Customer Communities: Engage and Retain Customers to Build the Future of Your Business, Nick Mehta and Robin Van Lieshout deliver an actionable playbook on how to cultivate meaningful communities that fuel quantifiable business growth. In the book, you’ll learn how to capitalize on this new growth strategy to scale your company and develop excitement around your products and your firm. The authors outline the 10 foundational Laws of Community, explaining why community development does not need to be expensive and how to integrate community in the heart of your customer journey. You’ll also find: Strategies for creating a cross functional customer engagement team Techniques for building community in places that aren’t the web or on social media Ways to bring your organization’s culture and values into your community with a human-first alignmentAn essential roadmap to community development for customer success, marketing, support and product teams, and other entrepreneurs, founders, and executive business leaders. Customer Communities will earn a place on the bookshelves of anyone with a stake in organizational growth and resilience.
The Customer Copernicus: How to be Customer-Led
by Charlie Dawson Seán MeehanSome companies are great for customers – not only do they care but they change whole markets to work better for the customers they serve. Think of Amazon, easyJet and Sky. They make things easier and improve what really matters – obvious, surely? They have also enjoyed huge business success, growing and making plenty of money. The Customer Copernicus answers the question that follows – if it’s obvious and attractive why is it so rare? And then it answers a second question, because Tesco, O2 and Wells Fargo were like this once. Why, having mastered it, would you ever stop? Because all three did, and two ended up in court. The Customer Copernicus explains how to become and how to stay customer-led. Essential reading for leaders and teams who want their organisations to stay competitive by developing a more purposeful and innovative culture.
Customer Data Integration
by Evan Levy Don Peppers Martha Rogers Jill Dyché"Customers are the heart of any business. But we can't succeed if we develop only one talk addressed to the 'average customer.' Instead we must know each customer and build our individual engagements with that knowledge. If Customer Relationship Management (CRM) is going to work, it calls for skills in Customer Data Integration (CDI). This is the best book that I have seen on the subject. Jill Dych? is to be complimented for her thoroughness in interviewing executives and presenting CDI."-Philip Kotler, S. C. JohnsonDistinguished Professor of International Marketing Kellogg School of Management, Northwestern University"In this world of killer competition, hanging on to existing customers is critical to survival. Jill Dych?'s new book makes that job a lot easier than it has been."-Jack Trout, author, Differentiate or Die"Jill and Evan have not only written the definitive work on Customer Data Integration, they've made the business case for it. This book offers sound advice to business people in search of innovative ways to bring data together about customers-their most important asset-while at the same time giving IT some practical tips for implementing CDI and MDM the right way."-Wayne Eckerson, The Data Warehousing Institute author of Performance Dashboards: Measuring, Monitoring, and Managing Your BusinessWhatever business you're in, you're ultimately in the customer business. No matter what your product, customers pay the bills. But the strategic importance of customer relationships hasn't brought companies much closer to a single, authoritative view of their customers. Written from both business and technicalperspectives, Customer Data Integration shows companies how to deliver an accurate, holistic, and long-term understanding of their customers through CDI.
Customer Data Platforms: Use People Data to Transform the Future of Marketing Engagement
by Martin Kihn Christopher B. O'HaraMaster the hottest technology around to drive marketing success Marketers are faced with a stark and challenging dilemma: customers demand deep personalization, but they are increasingly leery of offering the type of personal data required to make it happen. As a solution to this problem, Customer Data Platforms have come to the fore, offering companies a way to capture, unify, activate, and analyze customer data. CDPs are the hottest marketing technology around today, but are they worthy of the hype? Customer Data Platforms takes a deep dive into everything CDP so you can learn how to steer your firm toward the future of personalization. Over the years, many of us have built byzantine “stacks” of various marketing and advertising technology in an attempt to deliver the fabled “right person, right message, right time” experience. This can lead to siloed systems, disconnected processes, and legacy technical debt. CDPs offer a way to simplify the stack and deliver a balanced and engaging customer experience. Customer Data Platforms breaks down the fundamentals, including how to: Understand the problems of managing customer data Understand what CDPs are and what they do (and don’t do) Organize and harmonize customer data for use in marketing Build a safe, compliant first-party data asset that your brand can use as fuel Create a data-driven culture that puts customers at the center of everything you do Understand how to use AI and machine learning to drive the future of personalization Orchestrate modern customer journeys that react to customers in real-time <li style="margin: 0in 0in 0.0001pt 0.25in; font-size: 11pt; font-family: Calibri, sans-serif; vertical-align: baseline; user-sele
Customer-Data-Plattformen: Grundlagen, Systeme, Implementierung und Prozesse
by Jonas Rashedi Lena MauerDieses Buch beantwortet grundlegende Fragen zu CDP, gibt einen Überblick über aktuelle CDPs und identifiziert deren Vorteile und Schwachstellen. Zudem setzt es sich mit unterschiedlichen Entwicklungen im Marketingumfeld auseinander, die starke Treiber für den Einsatz einer Customer-Data-Plattform (CDP) sind. Marketing-Entscheider sowie Verantwortliche aus den Bereichen Online-Marketing und E-Commerce erhalten Tipps, wie die passende CDP ausgewählt und implementiert werden kann. Zudem ist dieses Buch interessant für alle Entscheider, die sich damit beschäftigen, wie sie ihren Konsumenten ein besseres Kauferlebnis bieten können. Dabei geht Jonas Rashedi nicht nur auf die technischen Aspekte ein, sondern beleuchtet auch die organisationsbezogenen Voraussetzungen für die erfolgreiche Implementierung und Verwendung einer CDP. Praxisbeispiele veranschaulichen die Inhalte.This book offers an excellent introduction to the CDP category. I recommend it for anyone trying to understand what CDPs do, whether a CDP is right for their company, and how to select the right CDP.David M. Raab, Gründer und CEO des CDP Institutes
Customer Data Sharing Frameworks: Twelve Lessons for the World (Routledge Focus on Economics and Finance)
by Anton Didenko Natalia Jevglevskaja Ross P. BuckleyThe proliferation of open banking and open finance regimes across the globe demonstrates an ever-increasing interest of policymakers in empowering customers to take control of their data through innovative data sharing frameworks. These frameworks mostly operate within a single (e.g., financial services) sector but are poised to extend to other parts of the economy in the future – and eventually apply economy-wide.This book articulates the concept of economy-wide customer data sharing (CDS) frameworks, analyses in detail the main challenges associated with the development of such frameworks and is informed by the lessons learned from Australia’s world-first cross-sectoral Consumer Data Right regime. It develops a first comprehensive taxonomy of CDS frameworks and offers valuable insights on crucial issues of customer trust, information security, consumer protection and participant regulation.This study, apart from its scholarly importance, has clear practical value. It formulates twelve lessons that will assist governmental officials and other policymakers engaged in establishing and revising data sharing frameworks across the globe. It is essential reading for anyone interested or involved in the law and policy related to the sharing of a most precious resource in the modern economy – customer data.
Customer Discovery and Validation for Entrepreneurs
by Thomas R. Eisenmann Frank V. Cespedes Steven G. BlankProvides practical guidelines for conducting market research to explore and validate demand for entrepreneurial offering. Explains how the research objectives of entrepreneurs might differ from those relevant to managers evaluating product or service offerings to established markets. For each of several research techniques, specifies conditions under which the technique is most likely to yield valuable insights; describes how the technique should be adapted for use in an entrepreneurial context; and offers tips and cautions about applying the technique. The techniques include customer surveys, usability tests, market trials, split tests, and Net Promoter Score. Appendices discuss the use of focus groups and conjoint analysis in an entrepreneurial context. The Note is therefore suitable for use in MBA, Executive Education, Field Study, or project contexts where the focus is startups, new business development, product development, or innovation.
Customer-Dominant Logic: Kundendominantes Management als neue Zielgröße im Relationship Marketing
by Manfred Bruhn Maxim Saleschus Karsten HadwichDieses Buches liefert einen strukturierten Überblick über die Customer-Dominant Logic und formuliert fundamentale Prinzipien, die die Basis für eine Neuausrichtung der kundenorientierten Unternehmensführung bilden. Die Customer-Dominant Logic ist eine innovative Marketinglogik, die den Kunden konsequent in das Zentrum jeglicher Unternehmensaktivitäten rückt. Dies erfordert einen grundlegenden Perspektivenwechsel, bei dem nicht die Integration des Kunden beim Anbieter, sondern die Integration des Anbieters beim Kunden im Vordergrund steht.Basierend auf den Prinzipien der Customer-Dominant Logic liefern die Autoren einen eigenen und neuen systematischen Managementansatz. Sie stellen ein „Kundendominantes Management“ mit allen notwendigen Phasen eines Managementprozesses ausführlich vor. Das Kundendominante Management dient dazu, durch den Aufbau einer Partnerschaft mit wertstiftenden Angeboten im Kunden-Ecosystem Ziele des Kunden und des Unternehmens zu realisieren.
Customer-Driven Change: What Your Customers Know, Your Employees Think, Your Managers Overlook (Customer Driven Change Ser.)
by Bud TaylorAn accomplished change consultant offers valuable insight into using customer perspective to drive employee engagement and strategic innovation.In the world of business, theories of change always agree on two essential ingredients: committed leaders and engaged employees. Most would say that if you have these, you will have successful change—but how do you get them in the first place? And how do you maintain them through reorganization, new strategies, or necessary cutbacks?Change management expert Bud Taylor has a simple yet profoundly effective answer. In Customer Driven Change, he demonstrates the power of thinking about change from the customer’s point of view. By encouraging leaders and employees to adopt a cohesive perspective—that of your customers—you will create sustained commitment and engagement within your organization faster than with any other approach.
The Customer-Driven Culture: Six Proven Strategies to Hack Your Culture and Develop a Learning-Focused Organization
by Travis Lowdermilk Monty HammontreeIf 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 actionsBuild Bridges, Not Walls: Treat product building as a team sportEncourage Learning Versus Knowing: Help your team understand their customersBuild Leaders That Build Your Culture: Showcase star employees to inspire othersMeet Teams Where They Are: Make it easy for teams to to adopt vital behavior changesMake Data Relatable: Move beyond numbers and focus on empathizing with customers
Customer-Driven Disruption: Five Strategies to Stay Ahead of the Curve
by Suman SarkarBusinesses 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.
The Customer-Driven Organization: Employing the Kano Model
by Lance B. Coleman Sr.Does your organization provide customer satisfaction or does it inspire customer loyalty? Which is more important? See how lessons learned from the service sector were applied to manufacturing and other diverse settings, including the nonprofit sector and even on one‘s own home front.Exploring the Kano Model, The Customer-Driven Organization: Emplo