Breaking through

Breaking through: implementing disruptive customer centricity

by Vandermerwe, Sandra

Type Book
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Customer centricity is fundamental to business growth and ongoing success. Most executives appreciate the importance of it yet don't know how to execute it or sell the processes internally. This thoroughly revised edition of Breaking Through guides readers systematically through the ten breakthrough points of implementation, to explain how to execute a transformation to customer centricity, so that a company can engage continuously with its customers, making them allies and advocates with all t…

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Title Statements

  • Full title :Breaking through : implementing disruptive customer centricity / Sandra Vandermerwe.

Summary

Customer centricity is fundamental to business growth and ongoing success. Most executives appreciate the importance of it yet don't know how to execute it or sell the processes internally. This thoroughly revised edition of Breaking Through guides readers systematically through the ten breakthrough points of implementation, to explain how to execute a transformation to customer centricity, so that a company can engage continuously with its customers, making them allies and advocates with all the rewards that it brings. 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 with implementation and also features a range of innovative new and traditional business examples from across the globe. Easy to read, in-depth and full of practical advice, this is the essential step-by-step guide to implementing customer centricity to endure in the long-term.

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Edition Statements

  • Publication Date:2014.
  • Edition:Second edition

Publication Statements

  • Publisher(s):Palgrave Macmillan
  • Place of Publication:Basingstoke, Hampshire
  • Language:eng
  • Publication Date:2014.

The Physical Object

  • Description:1 online resource (xvii, 292 pages) : : illustrations (black and white)

Edition Identifiers

  • ISBN:9781137395511, 1137395516
  • oclc:ocn879364594
  • LC Classification:HF5415.5
  • Dewey Decimal:658.812

Table of Contents

Introduction -- PART I: FIRST PHASE: THE AWAKENING -- Breakthrough 1: Create Strategic Discomfort and Excitement -- Breakthrough 2: Reframe New Beliefs -- PART II: SECOND PHASE: THE DISCOVERY -- Breakthrough 3: Articulate the 'Market Space' -- Breakthrough 4: Identify the Value Opportunities -- PART III: THIRD PHASE: THE STORY -- Breakthrough 5: Build a Compelling Case -- Breakthrough 6: Size the Prize -- -- PART IV: FOURTH PHASE: THE ENGAGEMENT -- Breakthrough 7: Model the Concept -- Breakthrough 8: Get People Working Together -- PART V: FIFTH PHASE: THE REWARD -- Breakthrough 9: Reach Critical Mass -- Breakthrough 10: Gather and Sustain Momentum.

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Subjects

BUSINESS & ECONOMICS -- Industrial Mana… Business & Economics -- Management BUSINESS & ECONOMICS -- Management Scie… BUSINESS & ECONOMICS -- Organizational … Business and Management Customer relations Customer services

Writers

Vandermerwe, Sandra

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