Customer-Driven Disruption : Five Strategies to Stay Ahead of the Curve.
Sarkar, Suman.
Customer-Driven Disruption : Five Strategies to Stay Ahead of the Curve. - Oakland : Berrett-Koehler Publishers, Incorporated, 2019. - 1 online resource (188 pages)
Cover; Title Page; Copyright Page; Dedication; Contents; Preface; Introduction: Disruption Myth; New Strategies for Disruption; Focus; 1. Customers Drive Disruption; Focus on Customer Needs, Not What's Articulated; Recognize That Customer Needs Vary by Country and Geography; Generational Changes Will Drive Future Disruptions; How Generational Changes Affect Businesses; Realizing That Technology and Innovation Do Not Disrupt Companies; Disconnect between Customer Needs and Technology Development; Walmart Versus Amazon; 2. Customer-Focused Strategies Needed to Avoid Disruption Why Companies Don't Focus on CustomersFailure of Current Business Strategies; New Customer-Focused Strategies Are Needed to Avoid Disruption; Successful Turnarounds; 3. Customer-Focus Strategy 1: Win with Current Customers Before Chasing After New Ones; Getting Current Customers to Spend More; Increasing Service Levels without Ruining Yourself; Increasing Revenue Profitably; Getting Existing Customers to Spend More; 4. Customer-Focus Strategy 2: Personalization Is Not a Luxury; The Personalization Revolution; Personalization Then and Now; How to Deliver Affordable Personalization Making Affordable Personalization a Reality5. Customer-Focus Strategy 3: Customers Won't Wait; Introduce New Products or Services Quickly; After Launch, Plan for Quick Scaling to Keep Up with Demand; Create the Right Service Model; How to Respond Faster to Changing Customer Needs; Responding Faster to Customer Needs; 6. Customer-Focus Strategy 4: Good Enough Is No Longer Good Enough; Step 1: Focus on Quality, Now; Step 2: Set Standards That Customers Can't Resist; Step 3: Optimize Manufacturing for Quality, Not Output; Step 4: Don't Be Afraid to Challenge Industry Norms Step 5: Think Supply ChainWinning with Quality; 7. Customer-Focus Strategy 5: Disregard Strategies 1 Through 4; Understanding Future Customer Needs and Developing Strategies for Them; Empowering Teams; Paying Attention to Detail; Business Reinvention; Conclusion: Choosing and Implementing the Strategies; Selecting the Right Customer-Focused Strategies; Changing Organization Perspective; Societal Implications; Appendix: Disruption Assessment; Notes; Acknowledgments; Index; About the Author
Businesses worry about new technologies, but customers are the ultimate disruptors. This book offers bold strategies for making sure you understand your customers and keep up with their ever-changing needs. --
9781523099771 1523099771 9781523099764 1523099763 9781523099795 1523099798
08E66B93-C38B-478D-93AC-C2459717090A OverDrive, Inc. http://www.overdrive.com
Customer relations.
Strategic planning.
Planification stratégique.
BUSINESS & ECONOMICS--Customer Service.
Customer relations
Strategic planning
HF5415.5 / .S2735 2019eb
658.8/12
Customer-Driven Disruption : Five Strategies to Stay Ahead of the Curve. - Oakland : Berrett-Koehler Publishers, Incorporated, 2019. - 1 online resource (188 pages)
Cover; Title Page; Copyright Page; Dedication; Contents; Preface; Introduction: Disruption Myth; New Strategies for Disruption; Focus; 1. Customers Drive Disruption; Focus on Customer Needs, Not What's Articulated; Recognize That Customer Needs Vary by Country and Geography; Generational Changes Will Drive Future Disruptions; How Generational Changes Affect Businesses; Realizing That Technology and Innovation Do Not Disrupt Companies; Disconnect between Customer Needs and Technology Development; Walmart Versus Amazon; 2. Customer-Focused Strategies Needed to Avoid Disruption Why Companies Don't Focus on CustomersFailure of Current Business Strategies; New Customer-Focused Strategies Are Needed to Avoid Disruption; Successful Turnarounds; 3. Customer-Focus Strategy 1: Win with Current Customers Before Chasing After New Ones; Getting Current Customers to Spend More; Increasing Service Levels without Ruining Yourself; Increasing Revenue Profitably; Getting Existing Customers to Spend More; 4. Customer-Focus Strategy 2: Personalization Is Not a Luxury; The Personalization Revolution; Personalization Then and Now; How to Deliver Affordable Personalization Making Affordable Personalization a Reality5. Customer-Focus Strategy 3: Customers Won't Wait; Introduce New Products or Services Quickly; After Launch, Plan for Quick Scaling to Keep Up with Demand; Create the Right Service Model; How to Respond Faster to Changing Customer Needs; Responding Faster to Customer Needs; 6. Customer-Focus Strategy 4: Good Enough Is No Longer Good Enough; Step 1: Focus on Quality, Now; Step 2: Set Standards That Customers Can't Resist; Step 3: Optimize Manufacturing for Quality, Not Output; Step 4: Don't Be Afraid to Challenge Industry Norms Step 5: Think Supply ChainWinning with Quality; 7. Customer-Focus Strategy 5: Disregard Strategies 1 Through 4; Understanding Future Customer Needs and Developing Strategies for Them; Empowering Teams; Paying Attention to Detail; Business Reinvention; Conclusion: Choosing and Implementing the Strategies; Selecting the Right Customer-Focused Strategies; Changing Organization Perspective; Societal Implications; Appendix: Disruption Assessment; Notes; Acknowledgments; Index; About the Author
Businesses worry about new technologies, but customers are the ultimate disruptors. This book offers bold strategies for making sure you understand your customers and keep up with their ever-changing needs. --
9781523099771 1523099771 9781523099764 1523099763 9781523099795 1523099798
08E66B93-C38B-478D-93AC-C2459717090A OverDrive, Inc. http://www.overdrive.com
Customer relations.
Strategic planning.
Planification stratégique.
BUSINESS & ECONOMICS--Customer Service.
Customer relations
Strategic planning
HF5415.5 / .S2735 2019eb
658.8/12