CUSTOMER-CENTERED ENTERPRISE THOMPSON Księgarnia

The Customer- Centerd Enterprise

How IBM and Other World-Class Companies Achieve Extraordinary Results by Putting Customer First

The Revolutionary Program that IBM and Other Innovative Firms Are Using to Attract New Customers and Keep Them for Life!

As we enter the 21st century, IBM history's most remarkable organization has transformed itself into a decentralized, customer-driven company. Through its revolutionary Customer Value Management (CVM) approach, it incorporates customers' needs and wants into every process, business system, and decision and has made itself the benchmark against which other companies measure themselves.

The Customer-Centered Enterprise is the first book to provide a step-by-step report on CVM, demonstrating how you can weave its techniques and strategies into your own firm's operations. Written by Harvey Thompson IBM's Global Executive for Worldwide Customer Value Management and the primary architect of CVM The Customer-Centered Enterprise outlines a methodical approach and operational framework to:

Provide customer-defined ideal value at every touch point with your business

Attract and retain customers by establishing differentiation even in commodity-like markets

Shift your focus from internal concerns (cost cutting, efficiency) to external (creating exceptional value for the customer)

Prioritize and target specific customer needs for business process improvement and investment

By fully embracing CVM, IBM and other major corporations have attained market leadership and replaced product-driven, inside-out viewpoints with customer-driven, outside-in approaches. Learn how they did it and how you can do it in your own organization in the new marketing classic The Customer-Centered Enterprise.

245 pages

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czy wybrany tytuł polskojęzyczny lub anglojęzyczny jest aktualnie na półce księgarni.