Customer Focus

Customer Focus

 
The Service Advantage Albrecht, Karl | Bradford, Lawrence J. Dow Jones-Irwin , 1990 Customer Focus, Marketing

There are two kinds of useful customer knowledge: (1) general- pertaining to buying patterns and motives, and (2) individual-from one-to-one interactions between employees and customers. Large businesses must usually...

 
 
Tomorrow's Competition Hanan, Mack Amacom , 1991 Customer Focus, Innovation

A thought-provoking vision of tomorrow’s competitive environment that calls for the abandonment of yesterday’s conventional wisdom. Hanan contends that in order to compete in this new environment, enterprises must...

 
 
Customer-Centered Growth Whiteley, Richard | Hessan, Diane Addison-Wesley , 1996 Customer Focus, Marketing

Many organizations are struggling today because unlike successful customer-centered enterprises, they have remained internally focused. Their distracted managers and employees seek business opportunities everywhere...

 
 
Customer Intimacy Wiersema, Fred Knowledge Exchange , 1996 Customer Focus, Marketing

The unmet needs of customers are everywhere today in products and services that are not carefully designed and, therefore, fall far short of their potential. This situation in which clients either do not get what they...

 
 
The Service Profit Chain Heskett, James L. | Sasser Jr., W. Earl | Schlesinger, Leonard A. The Free Press , 1997 Customer Focus, Productivity

The Service Profit Chain demonstrates that leading companies maintain their leadership position by managing The Service Profit Chain - a quantifiable set of relationships that directly...

 
 
Brand Leadership. Aaker, David A. | Joachimsthaler, Erich The Free Press , 2000 Customer Focus, Leadership, Marketing

Although the classic brand management system, initiated by Procter & Gamble, has worked well for many decades, it is often not so effective in dealing with today’s emerging market complexities, competitive...

 
 
Emotional Value Barlow, Janelle | Maul, Dianna Berrett-Koehler Publishers , 2000 Customer Focus, Personal Growth, Relationships

Not only is emotion central to human life in terms of its role in interactions with family and friends, it is also becoming increasingly recognized as a critical aspect of interactions in the service economy. In fact,...

 
 
Clients for Life Sheth, Jagdish | Sobel, Andrew Simon & Schuster , 2000 Customer Focus

The executives and managers of today are highly sophisticated, educated, and informed buyers who select professional advisers from increasingly competitive service industries. Thus, these advisers must do more than...

 
 
e-Service Zemke, Ron | Connellan, Tom AMACOM , 2000 Customer Focus, Technology

On the Web, differentiation by location, price, and/or product is meaningless. Moreover, because the Net’s infrastructure is largely in place, technology no longer represents a competitive edge. Thus, in order to...

 
 
Driving Customer Equity Rust, Roland T. | Zeithaml, Valerie A. | Lemon, Katherine N. The Free Press , 2000 Customer Focus

Most companies know that they need to become more customer-focused, but because their systems, metrics, and strategies are based on an outmoded product-centered view, they are unable to implement this transformation...

 
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