Breaking through: implementing disruptive customer centricity

"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.

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 p…