Competitive Advantage of Customer Centricity

✍ Scribed by Sathit Parniangtong (auth.)

Publisher: Springer Singapore
Year: 2017
Tongue: English
Leaves: 341
Series: Management for Professionals
Edition: 1
Category: Library

No coin nor oath required. For personal study only.

✦ Synopsis

This book presents strategies that put the customer at the center of an enterprise. It elaborates on the reasons for viewing customers as assets that a firm needs to acquire, develop and cultivate in order to generate profitable relationships, and champions customer profitability as the metric for measuring business performance. Further, it advocates the need to provide solutions to customers’ requirements with bundles of products and services. It broadens the definition of customer value beyond tangible benefits and price to include both tangible and intangible benefits and total ownership costs, while embracing a variety of unique customer needs.

The book highlights the value of business planning, marketing and sales mechanisms and changing employee behavior to create lifelong, high-value profitable customer relationships that satisfy the customer’s needs. Competitive Advantage of Customer Centricity maps a new journey that entire organizations must undertake in order to achieve these lucrative goals.

✦ Table of Contents

Front Matter....Pages i-xv
Gaining Sustainable Competitive Advantage....Pages 1-18
Strategy: Roadmap for Market Leadership....Pages 19-68
Problem-Solving Approach to Business Strategy....Pages 69-87
Customer-Centric Thinking....Pages 89-111
Formulating Customer-Driven Strategy....Pages 113-159
Customer Centricity—A Marketing Perspective....Pages 161-182
The Change Journey Toward Customer Centricity....Pages 183-204
Using Collaboration to Create Added-Value for End Customers....Pages 205-238
Gaining the Edge Through Product-Delivery Services....Pages 239-275
Embracing Customers’ Diverse Needs....Pages 277-298
Back Matter....Pages 299-330

✦ Subjects

Customer Relationship Management;Business Strategy/Leadership;Market Research/Competitive Intelligence

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