Customer Driven Transformation

Author: Joe Heapy
Editor: Kogan Page Publishers
ISBN: 0749483024
File Size: 57,81 MB
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Service design is the activity of utilizing resources and people to build and sustain services that not only meet customers' needs, but also add that little bit of magic or true competitive advantage. In an overcrowded marketplace there is often little opportunity to break away from the pack and influence customer perceptions; Customer-Driven Transformation demonstrates how to use design thinking as a driver for organizational change to translate your vision into compelling services that will delight your customers. How did companies like Netflix, Airbnb and Uber revolutionize industries and win loyal followers? They started here. By thinking about what customers need foremost, you can reinvent your value proposition and deliver services that work. Customer-Driven Transformation shows how to instill an outside-in approach to strategy, moving away from management that's technology, marketing or resource optimization-led, towards being customer-inspired and experimental with innovation. It is a practical guide for any business to lead a transformational programme and use design thinking to change how services are created, ensuring they are expertly designed, elegant in use and advance in customer-mindedness. With ground-breaking case studies from the likes of E.On Energy, Hyundai Motor Company and Bupa, this cutting-edge book will empower companies to take control of customer experience and deliver long-lasting and impactful change. Focusing on one of the hottest management topics, it is an inspiring read for any business leader to understand how to reinvent their value proposition, gain market share and win customers.

Cio

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ISBN:
File Size: 41,18 MB
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Cio

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File Size: 13,63 MB
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The Customer Driven Culture A Microsoft Story

Author: Travis Lowdermilk
Editor: O'Reilly Media
ISBN: 1492058688
File Size: 73,73 MB
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If you’re striving to make products and services that your customers will love, then you’ll need a customer-driven organization. As companies transform their businesses to meet the demands of the digital age, they find themselves grappling with uniquely human challenges. Organizational knowledge becomes siloed, employees move to safeguard their expertise, and customer data creates polarization and infighting between teams. All of these challenges widen the distance between the people who make your products and the customers who use them. To meet today’s challenges, companies need to do more than build processes for customer-driven products. They need to create a customer-driven culture. With the help of his friend and mentor Monty Hammontree, Travis Lowdermilk takes readers through the cultural transformation of the Developer Division at Microsoft. This book shows readers how to "hack" their culture and reduce the distance between them and their customers’ needs. It’s a uniquely personal story that’s told amidst a cultural revolution at one of the largest software companies in the world. This story acts as your guide. You’ll learn how to: Establish a Common Language: Help employees change their thinking and actions Build Bridges, Not Walls: Treat product building as a team sport Encourage Learning Versus Knowing: Help your team understand their customers Build Leaders That Build Your Culture: Showcase star employees to inspire others Meet Teams Where They Are: Make it easy for teams to to adopt vital behavior changes Make Data Relatable: Move beyond numbers and focus on empathizing with customers

From Products To Product Service Systems

Author: Jens Fähling
Editor:
ISBN: 9781526477538
File Size: 18,22 MB
Format: PDF, Kindle
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Meditec is a German manufacturer of instruments for surgeries. The company is quality leader in this sector and supplies many German and international hospitals. However, the opportunities for differentiation against competitors decrease continuously. New competitors from emerging markets are challenging the market position of established companies in this industry. Meditec is therefore forced to change its strategy and business model in order to survive in this novel competitive environment. The management of Meditec has decided to traverse from a pure product manufacturer to a customer-centric solution provider. This transformation requires the development of new processes, competencies and capabilities - especially with respect to IT and IT services. This teaching case helps in understanding the role of IT in product-service systems (PSS) and PSS-based business models. Therefore the case illustrates why IT is necessary to establish a PSS-based business model and why a customer-centric view is important for this kind of business model.

Military Construction Veterans Affairs And Related Agencies Appropriations For 2015

Author: United States. Congress. House. Committee on Appropriations. Subcommittee on Military Construction, Veterans Affairs, and Related Agencies
Editor:
ISBN:
File Size: 25,69 MB
Format: PDF
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50 Years Of Excellence

Author: Jerry E. Burns
Editor:
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File Size: 66,55 MB
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Organization Diagnosis Design And Transformation

Author: John Latham
Editor: John Wiley & Sons Incorporated
ISBN:
File Size: 56,71 MB
Format: PDF, ePub
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Whether diagnosing the existing organization, designing or redesigning systems or leading the transformation, this practical guide has the tools and advice that readers will need to build a high performing organization. The second edition delves into the latest advances in the Baldrige process, which helps drive organizations to be more competitive and achieve performance excellence. Authors Latham and Vinyard strike a balance between theoretical and practical approaches, emphasizing the impact of the leader’s role in determining healthy directions for a changing organization.

Wikibrands Reinventing Your Company In A Customer Driven Marketplace

Author: Sean Moffitt
Editor: McGraw Hill Professional
ISBN: 0071752358
File Size: 54,83 MB
Format: PDF, Mobi
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Learn how today's hottest, most successful businesses are tapping into social media and other customer-driven tools and technologies to build, expand, or revive their brands Launched from branding guru Don Tapscott's landmark $10 million research project on the intersection of technology and business models, WikiBrands explain what your business needs to do NOW to embrace the power of p-2-p technologies like word-of-mouth, user generated content, social media, microblogging, crowdsourcing, and customer rating systems to engage customers and enlist them in brand building and value-enhancement. Featuring fascinating case studies of how Microsoft, P&G, Nike, Starbucks, Ford, Best Buy, Zappos, and others, launched, built, expanded, or rebuilt their brands through Wiki-style collaboration with customers, this book is part wake-up call, part action plan-and the total blueprint for how you can drive innovation and growth through technology-based immersive customer interaction. Foreword by Don Tapscott, author of Wikinomics, Digital Capital, and Grown Up Digital Supported by an online tookit including a Wikibrand Hall of Fame, videoblog, and Wikibrand guidebook. Shows how companies like Frito-Lay and Dell use Wiki marketing and social media in ways unimaginable just a few years ago to engage and connect with consumers and drive millions of dollars in sales Inside WikiBrands: The Six Benefits of Wiki Brand Advocacy • Measurement and Metrics • Community Management • The B-to-B Wiki Brand • The Personal Wiki Brand • 25 Things to Know in 25 Minutes

Chief Customer Officer 2 0

Author: Jeanne Bliss
Editor: John Wiley & Sons
ISBN: 1119047609
File Size: 14,66 MB
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5 Leadership Competencies To Build Your Customer-Driven Growth Engine Chief Customer Officer 2.0 is a hands-on resource packed with tools for Chief Customer Officers and leadership to work together to earn customer-driven growth. A sequel to the 2006 classic Chief Customer Officer, this new update, with over 90 percent new material, is based on Jeanne Bliss's twenty-five years of extensive experience as a Chief Customer Officer, and her work coaching Chief Customer Officers and executive teams for the past ten years. Chief Customer Officer 2.0 is based on a five-competency framework that successfully launched multitudes of Fortune 100 and Fortune 500 companies through their customer experience transformations. The framework addresses the issues that remain prominent, including siloed organizations and the need for clear goals and metrics, as well as new factors, like social media, that have altered the customer relations dynamic forever. You'll learn the five key competencies embraced by world-class leaders and the role of the Chief Customer Officer in uniting the organization to build and embrace these new competencies. This book provides practical guidance on how to make those competencies part of the way your company develops products, goes to market, enables and rewards people, and conducts annual planning. The discussion includes an exploration of what goes wrong in companies that stumble, so you can sidestep their mistakes and avoid their fate. By embracing employees and customers, and delivering an experience they want to have again, you'll pave the way for lasting success and drive better business decisions. Over the past decade, consumers have gained unprecedented power to speak out directly, forever changing the way companies relate to their customers. The customer experience has become a major driving force behind business growth, and this book provides a framework for making it a part of every aspect of doing business. Treat your customers like the assets they are Craft a more comprehensive customer care strategy Avoid the common pitfalls that cause major damage Unify the company around the customer experience With concrete, practical advice updated for the changing consumer landscape, Chief Customer Officer 2.0 is an essential resource for every leader accountable for the customer experience.

Customer Driven Supply Chains

Author: Andrew C. Lyons
Editor: Springer Science & Business Media
ISBN: 1846288762
File Size: 21,79 MB
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In recent years, the supply chain has become a key element to the survival and prosperity of organisations in different industry sectors. Organisations dealing in dynamic business environments demand supply chains that support the satisfaction of customer needs. The principles of lean thinking that once permeated standalone organisations have now been transferred to the supply chain, making imperative the development of innovative approaches to supply chain management. Customer-driven Supply Chains: Strategies for Lean and Agile Supply Chain Design reviews the concept of lean thinking and its relationship to other key initiatives associated with supply chain management. Detailed industrial case studies based on the authors’ experience illustrate the principles behind lean supply chains. Moreover, a series of diagrams are used to illustrate critical concepts and supply chain architectures. Special emphasis is placed on the importance of transferring lean principles from the organisational level to the supply chain level. The theory and principles behind lean supply chains are reviewed. Other concepts related to lean supply chains discussed in the book include: mass customisation, agility, information sharing and the bullwhip effect. A methodology used to measure the performance of supply chains is introduced; this methodology comprises the tools of decision timeline, data-flow diagramming, supply chain value stream mapping and a performance measurement scorecard. Readers will gain a clear picture of the competitive implications of lean supply chains. Customer-driven Supply Chains: Strategies for Lean and Agile Supply Chain Design will be a valuable resource of material to students studying supply chain/operations management as well as researchers in this field. Industry practitioners will learn how to develop sound supply chain strategies that can have a positive impact in their organisation.

Total Quality Management For Schools

Author: Malcolm S. Greenwood
Editor: Burns & Oates
ISBN:
File Size: 22,61 MB
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Implementing Strategic Change

Author: Steven H. Hoisington
Editor: McGraw-Hill Companies
ISBN:
File Size: 50,47 MB
Format: PDF, Docs
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Implementing Strategic Change assesses the pros and cons oftoday’s most well-known corporate performance models, fromBalanced Scorecard and Six Sigma to EVA, and presents a fullyintegrated approach for creating and enhancing customer andshareholder value. This pragmatic, application-oriented bookexplores today’s movement toward assessing performance onboth financial and nonfinancial dimensions and shows managershow to distinguish between assessment and versus implementation-based approaches as they focus on adopting processimprovements.

Consumer Driven Electronic Transformation

Author: Georgios I. Doukidis
Editor: Springer Science & Business Media
ISBN: 9783540270591
File Size: 55,14 MB
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The book focuses on the emerging techniques and technologies for supply chain management and collaboration as well as on the emerging relationships and the electronic transformations governing multichannel retailing. It aims at supporting retailers, consumer goods manufacturers and third parties applying the latest technological inventions to transform the value chain. It also attempts to guide practitioners to effectively proceed in employing new technologies to ignite consumer enthusiasm. Similarly, the objective of this book is to help companies target more accurately consumer and shopper wishes with focused investments, in shorter time, and with more success.

Edge

Author: Jim Highsmith
Editor: Addison-Wesley Professional
ISBN: 0135263581
File Size: 48,97 MB
Format: PDF
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EDGE: The Agile Operating Model That Will Help You Successfully Execute Your Digital Transformation “[The authors’] passion for technology allows them to recognize that for most enterprises in the 21st century, technology is THE business. This is what really separates the EDGE approach. It is a comprehensive operating model with technology at its core.” —From the Foreword by Heidi Musser, Executive Vice President and Principal Consultant, Leading Agile; retired, Vice President and CIO, USAA Maximum innovation happens at the edge of chaos: the messy, risky, and uncertain threshold between randomness and structure. Operating there is uncomfortable but it’s where organizations “invent the future.” EDGE is a set of fast, iterative, adaptive, lightweight, and value-driven tools to achieve digital transformation, and EDGE: Value-Driven Digital Transformation is your guide to using this operating model for innovation. Jim Highsmith is one of the world’s leading agile pioneers and a coauthor of the Agile Manifesto. He, Linda Luu, and David Robinson know from their vast in-the-trenches experience that sustainable digital transformation requires far more than adopting isolated agile practices or conventional portfolio management. This hard, indispensable work involves changing culture and mindset, and going beyond transforming the IT department. EDGE embraces an adaptive mindset in the face of market uncertainty, a visible, value-centered portfolio approach that encourages continual value linkages from vision to detailed initiatives, incremental funding that shifts as strategies evolve, collaborative decision-making, and better risk mitigation. This guide shows leaders how to use the breakthrough EDGE approach to go beyond incremental improvement in a world of exponential opportunities. Build an organization that adapts fast enough to thrive Clear away unnecessary governance processes, obsolete “command and control” leadership approaches, and slow budgeting/planning cycles Improve collaboration when major, fast-paced responses are necessary Continually optimize investment allocation and monitoring based on your vision and goals Register your product for convenient access to downloads, updates, and/or corrections as they become available. See inside book for details.

Creating The Customer Driven Car Company

Author: Karl E. Ludvigsen
Editor: Society of Automotive Engineers
ISBN:
File Size: 54,86 MB
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This book is based on author Karl Ludvigsen's premise that "consideration of customer needs as a first priority in every aspect of the auto business is not only possible but essential for future success & profitability." He calls this philosophy "customerizing." This book comprehensively explains what it takes to build a customer-driven company. While the examples used are taken from the automotive industry, the "customerizing" concepts described in the book can applied to virtually any industry.

The Customer Driven Company

Author: Richard C. Whiteley
Editor: Random House Business Books
ISBN: 9780712652353
File Size: 24,19 MB
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Marketing Customer Interface

Author: Rosemary Phipps
Editor: Routledge
ISBN: 9780750653077
File Size: 31,67 MB
Format: PDF, Kindle
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'The Marketing Customer Interface 2001-2002' is a specifically tailored coursebook for students undertaking the Marketing Customer Interface module of the CIM Advanced Certificate. Butterworth-Heinemann have worked closely with the Education Division of the CIM to ensure that all aspects of the text are up-to-date and correspond to the CIM's requirements, making this title the definitive companion to this year's course. Its comprehensive content and user-friendly text layout are designed to facilitate learning, with questions, activities, definitions and study tips to support the theory, while the structured study units link the information directly to the CIM syllabus. The new edition of this text contains: · a firmly international perspective · new material to cover e-marketing issues · new and up to date examples and case studies to illustrate the theory · additional text references and website references · preparatory aids for the final exam, including the most recent exam papers, examiners' marking schemes and specimen answers Comprehensive yet uniquely accessible, it provides essential support for anyone undertaking a CIM course. completely revised and updated to fit in with CIM Marketing Customer Interface syllabus officially endorsed by the CIM approved by the CIM Chief Examiner

The Customer Driven Culture

Author: Travis Lowdermilk
Editor:
ISBN:
File Size: 27,40 MB
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If you're striving to make products and services that your customers will love, then you'll need a customer-driven organization. As companies transform their businesses to meet the demands of the digital age, they find themselves grappling with uniquely human challenges. Organizational knowledge becomes siloed, employees move to safeguard their expertise, and customer data creates polarization and infighting between teams. All of these challenges widen the distance between the people who make your products and the customers who use them. To meet today's challenges, companies need to do more than build processes for customer-driven products. They need to create a customer-driven culture . With the help of his friend and mentor Monty Hammontree, Travis Lowdermilk takes readers through the cultural transformation of the Developer Division at Microsoft. This book shows readers how to "hack" their culture and reduce the distance between them and their customers' needs. It's a uniquely personal story that's told amidst a cultural revolution at one of the largest software companies in the world. This story acts as your guide. You'll learn how to: Establish a Common Language: Help employees change their thinking and actions Build Bridges, Not Walls: Treat product building as a team sport Encourage Learning Versus Knowing: Help your team understand their customers Build Leaders That Build Your Culture: Showcase star employees to inspire others Meet Teams Where They Are: Make it easy for teams to to adopt vital behavior changes Make Data Relatable: Move beyond numbers and focus on empathizing with customers.

Digital Transformation

Author: Keyur Patel
Editor: McGraw-Hill
ISBN:
File Size: 66,27 MB
Format: PDF, Mobi
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Consequently, Digital Transformation offers executives an opportunity to learn directly from "the source" how to become a fully Internet-enabled organization."--BOOK JACKET.