Customer Focus
Customer Focus
Big-business syndrome can be recognized by a highly centralized and bloated bureaucracy, an increasing number of meetings merely to reach decisions, and interdepartmental transference of problems. Tateisi first noticed...
Revolution is spreading across the economy. In every industry, buyers have increasingly become more demanding and less loyal. They are refusing to pay prices inflated by layers of middlemen, whom they do not perceive...
From focus-group findings, common patterns offer valuable insights about how customers define and evaluate service quality. As perceived by customers, service quality can be defined as "the extent of discrepancy...
A new definition of value that explains how to create and add value within each of the key processes of marketing, engineering, acquisition, manufacturing, and customer service, while simultaneously integrating these...
One Size Fits One extends the one-to-one future revolution, so eloquently described by Peppers and Rogers, to reveal an exciting, new relationship-based culture that focuses on both customers and...
“One-to-one marketing is customer-driven competition.” Just a few years ago, however, this form of marketing was prohibitively expensive to the traditional marketer. But now, in today’s Interactive Age of microchip-...
A new business paradigm of one-to-one production, marketing, and communications. The authors provide a detailed description of life after mass marketing -a life that focuses on share of customer, rather than...
The fixation of capturing new buyers has probably been fueled by the marketer’s desire to increase revenues and profits. But, as a company pursues this goal, present customers are often overlooked. Their continued...
Sales is among the oldest and most conflicted professions on earth — at once reviled and revered, valued for its promise of heavy paychecks and prestigious career paths, maligned for its loose ethics, and made...
C. Britt Beemer and Robert L. Shook’s The Customer Rules presents the argument that the world’s most successful companies are those with an unwavering commitment to customer satisfaction. According to...
