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Customer-Driven Disruption : Five Strategies to Stay Ahead of the Curve.
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. --
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Oakland :
Berrett-Koehler Publishers, Incorporated,
2019.
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| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- 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