Customer Driven Transformation

Customer Driven Transformation

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.

Author: Joe Heapy

Publisher: Kogan Page Publishers

ISBN: 9780749483029

Category: Business & Economics

Page: 216

View: 848

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.
Categories: Business & Economics

Chief Customer Officer 2 0

Chief Customer Officer 2 0

Buy this book to jump-start your learning, get traction and transform your business." —Scott Dille, Senior Vice President and Director of Client and Employee Experience at Northern Trust "Chief Customer Officer 2.0 is our new handbook for ...

Author: Jeanne Bliss

Publisher: John Wiley & Sons

ISBN: 9781119047643

Category: Business & Economics

Page: 288

View: 343

A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. 1. Manage and Honor Customers as Assets 2. Align Around Experience 3. Build a Customer Listening Path 4. Proactive Experience Reliability and Innovation 5. One Company Accountability, Leadership & Decision Making Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning. Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine. Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners. She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).
Categories: Business & Economics

Consumer Driven Electronic Transformation

Consumer Driven Electronic Transformation

Applying New Technologies to Enthuse Consumers and Transform the Supply
Chain Georgios I. Doukidis, Adam P. Vrechopoulos. Retailer offers assortment
provides choice Consumer desires a product has the want ! ! Shopper buys a ...

Author: Georgios I. Doukidis

Publisher: Springer Science & Business Media

ISBN: 3540270590

Category: Business & Economics

Page: 257

View: 901

The book focuses on the emerging techniques and technologies for supply chain management and collaboration as well as on the emerging relationships and the electronic transformations governing multichannel retailing. It aims at supporting retailers, consumer goods manufacturers and third parties applying the latest technological inventions to transform the value chain. It also attempts to guide practitioners to effectively proceed in employing new technologies to ignite consumer enthusiasm. Similarly, the objective of this book is to help companies target more accurately consumer and shopper wishes with focused investments, in shorter time, and with more success.
Categories: Business & Economics

The Customer Driven Culture A Microsoft Story

The Customer Driven Culture  A Microsoft Story

Six Proven Strategies to Hack Your Culture and Develop a Learning-Focused
Organization Travis Lowdermilk, Monty Hammontree ... you might consider how
to employ terms that have worked well in DevDiv's customer-driven
transformation.

Author: Travis Lowdermilk

Publisher: O'Reilly Media

ISBN: 9781492058687

Category: Business & Economics

Page: 210

View: 249

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
Categories: Business & Economics

Customer Driven Supply Chains

Customer Driven Supply Chains

In order to avoid any hard-earned success being short-lived, companies need to
continuously transform so they are prepared ... A customer-driven enterprise
embraces such continuous transformation through its capability to respond
rapidly to ...

Author: Andrew C. Lyons

Publisher: Springer Science & Business Media

ISBN: 9781846288760

Category: Technology & Engineering

Page: 195

View: 720

In recent years, the supply chain has become a key element to the survival and prosperity of organisations in different industry sectors. Organisations dealing in dynamic business environments demand supply chains that support the satisfaction of customer needs. The principles of lean thinking that once permeated standalone organisations have now been transferred to the supply chain, making imperative the development of innovative approaches to supply chain management. Customer-driven Supply Chains: Strategies for Lean and Agile Supply Chain Design reviews the concept of lean thinking and its relationship to other key initiatives associated with supply chain management. Detailed industrial case studies based on the authors’ experience illustrate the principles behind lean supply chains. Moreover, a series of diagrams are used to illustrate critical concepts and supply chain architectures. Special emphasis is placed on the importance of transferring lean principles from the organisational level to the supply chain level. The theory and principles behind lean supply chains are reviewed. Other concepts related to lean supply chains discussed in the book include: mass customisation, agility, information sharing and the bullwhip effect. A methodology used to measure the performance of supply chains is introduced; this methodology comprises the tools of decision timeline, data-flow diagramming, supply chain value stream mapping and a performance measurement scorecard. Readers will gain a clear picture of the competitive implications of lean supply chains. Customer-driven Supply Chains: Strategies for Lean and Agile Supply Chain Design will be a valuable resource of material to students studying supply chain/operations management as well as researchers in this field. Industry practitioners will learn how to develop sound supply chain strategies that can have a positive impact in their organisation.
Categories: Technology & Engineering

Creating the Customer driven Car Company

Creating the Customer driven Car Company

Creating the Customer-Driven Car Company explains clearly why and how customers should and must drive the whole process of creating, building, selling and servicing cars.

Author: Karl E. Ludvigsen

Publisher: Cengage Learning Emea

ISBN: NWU:35556025749375

Category: Business & Economics

Page: 182

View: 284

We are witnessing an irreversible transition of the car industry from the sellers' market of the 1980s to the buyers' market of the 1990s and beyond. Throughout the world customers are taking control of car companies. Executives and managers are realising that a new approach to all their customers can provide a vital competitive advantage. Creating the Customer-Driven Car Company explains clearly why and how customers should and must drive the whole process of creating, building, selling and servicing cars. Karl Ludvigsen, a leading expert in the area, gives specific recommendations for managing this change and enhancing business performance.
Categories: Business & Economics

The Customer Driven Culture

The Customer Driven Culture

This book shows readers how to "hack" their culture and reduce the distance between them and their customers' needs.

Author: Travis Lowdermilk

Publisher:

ISBN: OCLC:1145827421

Category:

Page: 210

View: 231

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.
Categories:

The Customer Driven Company

The Customer Driven Company

That leads to happy employees , excellent work for customers , and superior
profitability . Service ... Consider the problems of middle managers , often the
biggest obstacle to a customer - driven transformation of any company . John
Bray ...

Author: Richard C. Whiteley

Publisher: Random House Business Books

ISBN: 0712652353

Category: Customer relations

Page: 307

View: 579

Categories: Customer relations

Customer driven Quality Journal

Customer driven Quality Journal

International Customer Satisfaction Society Journal ... World Customer Service
Congress . ... 2000 Internet - based Customer Service and E - commerce Public -
sector Case Studies in Customer - driven Transformation Summer 2000 Human ...

Author:

Publisher:

ISBN: MINN:31951P00853442I

Category: Customer services

Page:

View: 651

Categories: Customer services

Guide for Customer driven Benchmarking of Maintenance Activities

Guide for Customer driven Benchmarking of Maintenance Activities

Customer-driven benchmarking requires a culture that is not satisfied with the
status quo. Before customer-driven benchmarking begins, the maintenance
organization must have made a substantial transformation toward continuous ...

Author: William Albert Hyman

Publisher: Transportation Research Board

ISBN: 9780309087865

Category: Benchmarking (Management)

Page: 254

View: 960

Categories: Benchmarking (Management)

From Products to Product service Systems

From Products to Product service Systems

Meditec is therefore forced to change its strategy and business model in order to survive in this novel competitive environment.

Author: Jens Fähling

Publisher:

ISBN: 152647753X

Category: Information services industry

Page:

View: 104

Meditec is a German manufacturer of instruments for surgeries. The company is quality leader in this sector and supplies many German and international hospitals. However, the opportunities for differentiation against competitors decrease continuously. New competitors from emerging markets are challenging the market position of established companies in this industry. Meditec is therefore forced to change its strategy and business model in order to survive in this novel competitive environment. The management of Meditec has decided to traverse from a pure product manufacturer to a customer-centric solution provider. This transformation requires the development of new processes, competencies and capabilities - especially with respect to IT and IT services. This teaching case helps in understanding the role of IT in product-service systems (PSS) and PSS-based business models. Therefore the case illustrates why IT is necessary to establish a PSS-based business model and why a customer-centric view is important for this kind of business model.
Categories: Information services industry

Master Data Management and Customer Data Integration for a Global Enterprise

Master Data Management and Customer Data Integration for a Global Enterprise

customer view, a comprehensive CDI initiative can have a profound impact on
the way any enterprise conducts its business and ... CDI-enabled transformation
from the account-centric to the customer-centric model is revolutionary, and it can
 ...

Author: Alex Berson

Publisher: McGraw Hill Professional

ISBN: 9780071510899

Category: Computers

Page: 406

View: 603

Transform your business into a customer-centric enterprise Gain a complete and timely understanding of your customers using MDM-CDI and the real-world information contained in this comprehensive volume. Master Data Management and Customer Data Integration for a Global Enterprise explains how to grow revenue, reduce administrative costs, and improve client retention by adopting a customer-focused business framework. Learn to build and use customer hubs and associated technologies, secure and protect confidential corporate and customer information, provide personalized services, and set up an effective data governance team. You'll also get full details on regulatory compliance and the latest pre-packaged MDM-CDI software solutions. Design and implement a dynamic MDM-CDI architecture that fits the needs of your business Implement MDM-CDI holistically as an integrated multi-disciplinary set of technologies, services, and processes Improve solution agility and flexibility using SOA and Web services Recognize customers and their relationships with the enterprise across channels and lines of business Ensure compliance with local, state, federal, and international regulations Deploy network, perimeter, platform, application, data, and user-level security Protect against identity and data theft, worm infection, and phishing and pharming scams Create an Enterprise Information Governance Group Perform development, QA, and business acceptance testing and data verification
Categories: Computers

Creating the Customer driven Academic Library

Creating the Customer driven Academic Library

REACHING OUT TO THE ACADEMIC COMMUNITY As we transform our libraries
, we may even encounter opposition from both the teaching faculty and the
college or university administration. Both groups may view the changes as ...

Author: Jeannette A. Woodward

Publisher: American Library Association

ISBN: 9780838909768

Category: Business & Economics

Page: 194

View: 994

Librarians are now faced with marketing to a generation of students who log on rather than walk in and this cutting edge book supplies the tools needed to keep customers coming through the door. In this book Jeannette Woodward attacks these and other pressing issues facing todays academic librarians.
Categories: Business & Economics

MASTER DATA MANAGEMENT AND DATA GOVERNANCE 2 E

MASTER DATA MANAGEMENT AND DATA GOVERNANCE  2 E

CDI-enabled transformation from the account-centric to the customer-centric
model is revolutionary, and it can drastically impact the established business
processes and change the way the enterprise treats its customers, competes in
the ...

Author: Alex Berson

Publisher: McGraw Hill Professional

ISBN: 9780071744591

Category: Computers

Page: 512

View: 883

The latest techniques for building a customer-focused enterprise environment "The authors have appreciated that MDM is a complex multidimensional area, and have set out to cover each of these dimensions in sufficient detail to provide adequate practical guidance to anyone implementing MDM. While this necessarily makes the book rather long, it means that the authors achieve a comprehensive treatment of MDM that is lacking in previous works." -- Malcolm Chisholm, Ph.D., President, AskGet.com Consulting, Inc. Regain control of your master data and maintain a master-entity-centric enterprise data framework using the detailed information in this authoritative guide. Master Data Management and Data Governance, Second Edition provides up-to-date coverage of the most current architecture and technology views and system development and management methods. Discover how to construct an MDM business case and roadmap, build accurate models, deploy data hubs, and implement layered security policies. Legacy system integration, cross-industry challenges, and regulatory compliance are also covered in this comprehensive volume. Plan and implement enterprise-scale MDM and Data Governance solutions Develop master data model Identify, match, and link master records for various domains through entity resolution Improve efficiency and maximize integration using SOA and Web services Ensure compliance with local, state, federal, and international regulations Handle security using authentication, authorization, roles, entitlements, and encryption Defend against identity theft, data compromise, spyware attack, and worm infection Synchronize components and test data quality and system performance
Categories: Computers

The Customer Driven Organization

The Customer Driven Organization

Value must come from the customer's perspective. If the customer is willing to pay
for something, then it has value. You could also add that a transformation must
take place and that the process was done right the first time. (A repeated step is ...

Author: Lance B. Coleman, Sr.

Publisher: CRC Press

ISBN: 9781482217100

Category: Business & Economics

Page: 116

View: 103

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: Employing the Kano Model explains why just meeting customer needs is no longer enough for today’s organizations. It explains how to identify true customers—both internal and external. Readers will learn how to directly apply Kano principles in their own business environments or personal lives, to establish priorities, increase efficiency, improve communication, and expand on existing relationships. The book explains how to establish a value proposition for your organization and, more importantly, how and when to provide "delightful" service. Demonstrating how to incorporate the Kano philosophy into your day-to-day activities, this book is a must-read for any organization or individual looking to do more with less by achieving a truly customer-driven focus.
Categories: Business & Economics

Practice Driven Research on Enterprise Transformation

Practice Driven Research on Enterprise Transformation

However, they focused on generic aspects not taking into account specific
industry branches. ... channel types target industries target customer size target
customer type Usage operating model support model maintenance model
replacement ...

Author: Frank Harmsen

Publisher: Springer

ISBN: 9783642387746

Category: Business & Economics

Page: 125

View: 159

This volume constitutes the proceedings of the 6th Working Conference on Practice-Driven Research on Enterprise Transformation (PRET), held in Utrecht, The Netherlands, on June 6, 2013, co-located with the Enterprise Transformation Track of the 21st European Conference on Information Systems (ECIS). Successful enterprises have well-defined managerial responsibilities and understandable project priorities and enable their processes to be sufficiently agile, even improvisational and continuously changing. They do not solely rely on only mechanistic or purely organic processes and structures, but see enterprise transformation as a combination of deliberate and organic change. This year's papers represent this hybrid view. Moreover, most of them are based on practical cases, which will further contribute to our understanding of enterprise transformation. The eight papers presented in this volume were allocated to tracks on: practical experiences with methods and techniques; cases in enterprise transformation; and enterprise architecture in practice.
Categories: Business & Economics

Business Transformation

Business Transformation

The CRV organization now supports the bank's effort to promote a customer-
centric approach versus a product-centric approach. This approach required the
development and extensive use of analytical methods and capabilities. The team
 ...

Author: Aiman Zeid

Publisher: John Wiley & Sons

ISBN: 9781118891612

Category: Computers

Page: 208

View: 928

Effectively introduce and promote analytics within your enterprise All companies use information to set strategies and accomplish business objectives. But how many CEOs and CIOs would say they are satisfied that their companies get maximum value from information? Business Transformation reveals how SAS's Information Evolution Model (IEM) can be used together with analytics for groundbreaking results. Author Aiman Zeid provides the necessary information you need to introduce and promote the use of analytics and insight across your organization. Along with examples and best practices of global companies that have successfully been through this process, you'll learn how to identify the starting point and develop a road map for execution. Reveals how to introduce and promote the use of analytics and insights across your organization Written by a lead developer at SAS global Business Intelligence Competency Center program and services Features global case studies and examples Practical and insightful, this reference provides businesses with an essential blueprint for creating improvements that optimize business returns and put the potential of data analytics to work.
Categories: Computers

Organization Diagnosis Design and Transformation

Organization Diagnosis  Design  and Transformation

Author: John Latham

Publisher: John Wiley & Sons Incorporated

ISBN: PSU:000068278915

Category: Business & Economics

Page: 590

View: 228

Whether diagnosing the existing organization, designing or redesigning systems or leading the transformation, this practical guide has the tools and advice that readers will need to build a high performing organization. The second edition delves into the latest advances in the Baldrige process, which helps drive organizations to be more competitive and achieve performance excellence. Authors Latham and Vinyard strike a balance between theoretical and practical approaches, emphasizing the impact of the leader’s role in determining healthy directions for a changing organization.
Categories: Business & Economics

50 Years of Excellence

50 Years of Excellence

Chapter 8 : Customer - Driven Transformation Perhaps the most dramatic and
innovative development in recent Regal Ware history is Customer - Driven
Transformation ( CDT ) . Introduced in 1992 , CDT revolutionizes the company ' s
 ...

Author: Jerry E. Burns

Publisher:

ISBN: WISC:89055819874

Category: Cookware industry

Page: 59

View: 845

Categories: Cookware industry