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Breaking through : implementing disruptive customer centricity

Author: Sandra Vandermerwe
Publisher: Houndmills, Basingstoke, Hampshire : Palgrave Macmillan, 2014.
Edition/Format:   Print book : English : 2nd editionView all editions and formats
Summary:
"Customer centricity is fundamental to business success. Most executives appreciate the importance of customer focus yet have little idea of the steps to sell the processes internally, nor the skills to execute them. A thoroughly revised new edition on 'Breaking Through', with updates on digital opportunities, social media, emerging markets (including Africa); this is an essential guide to the processes needed to  Read more...
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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Sandra Vandermerwe
ISBN: 9781137395498 1137395494 9781137395511 1137395516
OCLC Number: 868079650
Description: xvii, 292 pages : illustrations (black and white) ; 24 cm
Contents: Machine generated contents note: 1. FIRST PHASE: THE AWAKENING --
Breakthrough 1 Create Strategic Discomfort & Excitement --
Why the mighty fall: and then (some) rise again --
Hiding behind the numbers --
Getting the sense of urgency --
Finding `points of light' --
Breakthrough 2 Reframe New Beliefs --
Making beliefs strategic --
Turning the product corner --
Why customers `lock-on' --
The value lies in the customer experience --
Customer centricity has higher purpose --
2. SECOND PHASE: THE DISCOVERY --
Breakthrough 3 Articulate the `Market Space' --
Broadening horizons and boundaries --
`Market space' defined --
Becoming indispensable in your `market space' --
Existing, emerging and imagined `market spaces' --
Breakthrough 4 Identify the Value Opportunities --
Value gaps and black holes --
Methodology for mapping and mining customer value --
How to unlock new wealth --
Finding the hidden gold --
Getting traction --
3. THIRD PHASE: THE STORY. Contents note continued: Breakthrough 5 Build a Compelling Case --
The new narrative --
Stories must be told and sold --
Building the story around customers --
`Market spaces' lead to purpose --
the mission --
Opportunity scanning for new products and services --
Breakthrough 6 Size the Prize --
Adding numbers to narratives --
Unlocking new customer currency --
The total value equation --
Back from the future --
4. FOURTH PHASE: THE ENGAGEMENT --
Breakthrough 7 Model the Concept --
Choosing where to aim --
Involving customers --
Rules for successful modelling --
Getting early wins --
Breakthrough 8 Get People Working Together --
Tips and tripping points --
Getting silos unified --
Ways to accelerate engagement --
New models for customer engagement --
Finding external partners --
Getting the plus sum gains --
5. FIFTH PHASE: THE REWARD --
Breakthrough 9 Reach Critical Mass --
Compounding customer take-up --
Getting rapid multiplication --
Making it easy for customers to say yes. Contents note continued: Expanding the positive energy --
Breakthrough 10 Gather & Sustain Momentum --
Leveraging the investment --
Reaping the exponential reward --
Outpacing through know-how --
Pushing performance boundaries --
In for the long term --
Demystifying disruption.
Other Titles: Implementing disruptive customer centricity
Responsibility: Sandra Vandermerwe.
More information:

Abstract:

With updates on digital opportunities, social media, emerging markets (including Africa), and the social as well as financial impacts of customer centricity , this book successfully blends strategy  Read more...

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   schema:description "Machine generated contents note: 1. FIRST PHASE: THE AWAKENING -- Breakthrough 1 Create Strategic Discomfort & Excitement -- Why the mighty fall: and then (some) rise again -- Hiding behind the numbers -- Getting the sense of urgency -- Finding `points of light' -- Breakthrough 2 Reframe New Beliefs -- Making beliefs strategic -- Turning the product corner -- Why customers `lock-on' -- The value lies in the customer experience -- Customer centricity has higher purpose -- 2. SECOND PHASE: THE DISCOVERY -- Breakthrough 3 Articulate the `Market Space' -- Broadening horizons and boundaries -- `Market space' defined -- Becoming indispensable in your `market space' -- Existing, emerging and imagined `market spaces' -- Breakthrough 4 Identify the Value Opportunities -- Value gaps and black holes -- Methodology for mapping and mining customer value -- How to unlock new wealth -- Finding the hidden gold -- Getting traction -- 3. THIRD PHASE: THE STORY."@en ;
   schema:description "Contents note continued: Breakthrough 5 Build a Compelling Case -- The new narrative -- Stories must be told and sold -- Building the story around customers -- `Market spaces' lead to purpose -- the mission -- Opportunity scanning for new products and services -- Breakthrough 6 Size the Prize -- Adding numbers to narratives -- Unlocking new customer currency -- The total value equation -- Back from the future -- 4. FOURTH PHASE: THE ENGAGEMENT -- Breakthrough 7 Model the Concept -- Choosing where to aim -- Involving customers -- Rules for successful modelling -- Getting early wins -- Breakthrough 8 Get People Working Together -- Tips and tripping points -- Getting silos unified -- Ways to accelerate engagement -- New models for customer engagement -- Finding external partners -- Getting the plus sum gains -- 5. FIFTH PHASE: THE REWARD -- Breakthrough 9 Reach Critical Mass -- Compounding customer take-up -- Getting rapid multiplication -- Making it easy for customers to say yes."@en ;
   schema:description "Contents note continued: Expanding the positive energy -- Breakthrough 10 Gather & Sustain Momentum -- Leveraging the investment -- Reaping the exponential reward -- Outpacing through know-how -- Pushing performance boundaries -- In for the long term -- Demystifying disruption."@en ;
   schema:description ""Customer centricity is fundamental to business success. Most executives appreciate the importance of customer focus yet have little idea of the steps to sell the processes internally, nor the skills to execute them. A thoroughly revised new edition on 'Breaking Through', with updates on digital opportunities, social media, emerging markets (including Africa); this is an essential guide to the processes needed to implement customer centricity. Structured to give readers the opportunity to go through each of the breakthrough points themselves, they are systematically brought through the why, what and how. Based on a strong methodology, yet presented in an easy to read style, this book explains how to execute change in the way a company engages with its customers, and to make it endure in the long-term. Using global examples of both new and traditional business, this is a broad appeal approach to the topic." --Publisher description."@en ;
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