Designing the Customer-Centric Organization offers todaya's business leaders a comprehensive customer-centric organizational model that clearly shows how to put in place an infrastructure that is organized around the demands of the customer. Written by Jay Galbraith (the foremos…
Relationship Marketing comprehensively examines relationships in marketing and how these influence modern marketing strategy and practice, by critically reviewing and analysing what has been described as 'marketing's new paradigm'. Established as the key text in the area, the fo…
Who needs investors? More than two generations ago, the venture capital community - VCs, business angels, incubators and others - convinced the entrepreneurial world that writing business plans and raising venture capital constituted the twin centerpieces of entrepreneurial ende…
Social networking plus small business is a slam dunk! "Small Business Smarts: Building Buzz with Social Media" explains why that's so and helps small business owners decide whether social media tools are right for them. Assuming the answer is yes, the book offers concrete advice…
Find your company's unique innovation style, and nurture it into a powerful competitive advantage Praised by business leaders worldwide, Agile Innovation is the authoritative guide to survival and success in today's "innovate-or-die" business world. This revolutionary approach c…
Any business that wants to continue growing has to consider new ways of developing and engaging with customers and clients. Innovation and co-creation have emerged as the key topics in the post-recession business environment. "Brand Together" will show you how to involve all sta…
Presents an approach to creating and sustaining value through the application of "customer value" focused Six Sigma tools and techniques. The authors present an approach called Customer Value Creation (CVC) that guides this improvement in strategic execution-linking strategy, Si…
Developed from the authors' experience working with firms seeking to build better business intelligence, "Customer Intelligence" is concerned with who will own and control information about customers and who will develop the best skills and capabilities to exploit it for competi…
Big data raises more questions than it answers, particularly for those organizations struggling to deal with what has become an overwhelming deluge of data. It can offer marketers more than simple tactical predictive analytics, but organizations need a bigger picture, one that g…
Ensuring your customers are having positive experiences with your company at all levels is crucial to the success of your business. Sauro shows you how to measure each stage of the customer journey and use the right analytics to understand customer behavior and make key business…
Customer Relationship Management, Fourth Edition continues to be the go-to CRM guide explaining with unrivalled clarity what CRM is, its uses, benefits and implementation. Buttle and Maklan take a managerial perspective to track the role of CRM throughout the customer journey st…
This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions th…
The cluetrain manifesto
by Locke, Christopher, Searls, Doc, Levine, Rick, Weinberger, David
In the first edition of this book, the authors posted 95 theses about the new reality of the networked marketplace. Ten years after its original publication, their message remains more relevant than ever. With a new introduction and chapters by the authors, and commentary by Jak…
Three macro trends are changing the marketing landscape and forcing massive change on most organizations: the digitization of media and channels; social media; and the ability for consumers to access media anytime, anywhere. Marketers are responding with data-driven, digital cus…
Create a great customer experience whoever you are. Customers are powerful. They have a loud voice, a wealth of choice and their expectations are higher than ever. This book covers ten principles you can use to make real world improvements to your customers' experiences, whateve…
In The Automatic Customer, John Warrillow provides the essential blueprint for turning your customers into subscribers. The lifeblood of your business is repeat customers. But customers can be fickle, markets shift and competitors are ruthless. So how do you ensure a steady flow…
Will control your brand relationship, there's only way to win: help them do it. The Opt-Out Effect shows you how. Marketing thought leader Gerald Smith brings together new research data, powerful strategies, and indispensable tools for implementing customer-centric brand managem…
Loyalty management is increasingly identified with the design and management of a quality customer experience on the journey across the many touchpoints that connect the customer with the brand. Evaluating the research on best practice and offering concrete examples from industr…