Using information to develop a culture of customer centricity : customer centricity, analytics, and information utilization /

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Using Information to Develop a Culture of Customer Centricity sets the stage for understanding the holistic marriage of information, socialization, and process change necessary for transitioning an organization to customer centricity. The book begins with an overview list of 8-10 precepts associated...

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Bibliographic Details
Call Number:Libro Electrónico
Main Author: Loshin, David, 1963- (Author)
Format: Electronic eBook
Language:Inglés
Published: Amsterdam : Morgan Kaufmann, 2014.
Subjects:
Customer relations.
Business planning.
Consumers > Research.
Consommateurs > Recherche.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Business planning
Consumers > Research
Customer relations
Online Access:Texto completo (Requiere registro previo con correo institucional)
Table of Contents:
  • What is customer centricity?
  • The value of customer centricity
  • Who is a customer?
  • Customer lifetime and value analytics
  • Connectivity and spheres of influence
  • Customer touch points and the exchange of value
  • Organizing data for customer centricity
  • Customer profiling
  • Customer data analytics
  • Making customer centricity pervasive in the company.

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