Описание: Refocus on the customer to outstrip your competition and increase profitability, with invaluable insight into the direct correlation between customer-centricity and shareholder value, proven by today`s most successful companies.
The Internet of Things, robo investment advisers, wearable fitness devices, remote health care operations . . . business executives in many industries are currently being inundated with a confusingly and exhaustingly broad range of technological developments that enable new business models.
There is, however, a common thread among all of these developments: firms are fundamentally changing how they connect with their customers. Rather than having occasional, episodic interactions--where customers realize they have an unmet need and then look for ways to fill it--firms are striving to be continuously connected to their customers, providing services and products as the needs arise, even before customers become aware of them.
Firms such as Nike, Disney, Progressive Insurance, McGraw-Hill Higher Education, Medtronic, Hewlett-Packard, and Tesco are developing and competing on connected strategies creating superior customer experiences through connectivity while simultaneously driving dramatic improvements in operational efficiencies and reshaping their industries.
Strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies across a broad array of industries and show how these strategies work, how they eliminate the trade-off between superior customer experience and low cost, and how companies can formulate, design, and implement them. In showing how to create a connected strategy, the authors reveal the four pathways--respond-to-desire, curated offerings, coaching, and automatic execution--for turning occasional, episodic interactions into continuous relationships. Siggelkow and Terwiesch show you how to:
Reshape the connections between customers, suppliers, and your firm
Create the right revenue model
Make the best technology choices to support your strategy
Integrating rich examples, how-to advice, and tools in the form of "workshop chapters" throughout, this book is the ultimate resource for creating connected relationships with your customers and redefining the connections in your industry.
Автор: McGrath Rita Gunther Название: The End of Competitive Advantage ISBN: 1422172813 ISBN-13(EAN): 9781422172810 Издательство: Неизвестно Рейтинг: Цена: 4066.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: The context of business has changed rapidly over the past few decades. At the very least, it`s time to challenge some of the established thinking about strategy and competition that used to drive business advantage - but no longer does. The author takes on one of most fundamental notions in strategy: that of sustainable competitive advantage.
Автор: Chaston Название: Strategy for Sustainable Competitive Advantage ISBN: 0415522749 ISBN-13(EAN): 9780415522748 Издательство: Taylor&Francis Рейтинг: Цена: 6123.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: The global recession and the public deficit crisis mean that Western companies face flattening sales in domestic markets, and increased competition from China`s globalization. Conventional strategies are not a solution. The text presents effective counter-response strategies of exploiting new knowledge to create innovative products and develop leading edge internal organizational processes.
Описание: Striving for excellence in customer service is to gain the competitive advantage. It is the keystone for the business to grow and prosper in the right direction so that it builds through repetitive sales to existing customers and referrals to potential customers. If you were to look at customer service in your organization as a major business component and all customers are treated with excellence prior to the sale, during the sale, and after the sale, customer service will become a profit center that builds sales dollars to the top line and real profits to the bottom line. This book can help you and any organization manager achieve customer service excellence with its basic principle of doing the right thing at the right time for the right customers. It can also assist in building organizations with strong customer bases and sales loyalty. The author smartly gives you real practical "how tos" in providing excellent customer service in all aspects of your operations by doing the right thing despite the counter pressure within your organization. As many businesses are struggling to be competitive, or merely to survive, this book is your primer or "how to" for identifying and maintaining customer service excellence in all operational areas on the path to developing a learning organization. No matter what type of business-this book can be a learning, coaching, and mentoring tool in your quest to make the delivery of customer service the best possible in today's ever changing business environment.
Описание: Model building with regression is presented as a process, adding levels of sophistication, with chapters on multicollinearity and remedies, forecasting and model validation, auto-correlation and remedies, indicator variables to represent segment differences, and seasonality, structural shifts or shocks in time series models.
Описание: Relationship management (RM) is an essential part of business, but its success as a business model can be hard to measure, with some firms embracing a model that is truly relationship-orientated, while others claim to be relationship-orientated but in fact prefer transactional short-term gain.
A tactical primer for any business embarking on the critical work of actively building community.--Seth Godin, Author, This is Marketing
This book perfectly marries the psychology of communities, with the hard-earned secrets of someone who's done the real work over many years. David Spinks is the master of this craft.--Nir Eyal, bestselling author of Hooked and Indistractable
The rise of the internet has brought with it an inexorable, almost shockingly persistent drive toward community. From the first social networks to the GameStop trading revolution, engaged communities have shown the ability to transform industries. Businesses need to harness that power. As business community expert David Spinks shows in The Business of Belonging: How to Make Community your Competitive Advantage, the successful brands of tomorrow will be those that create authentic connection, giving customers a sense of real belonging and unlocking unprecedented scale as a result.
In his career of over 10 years in the business of building community, Spinks has learned what a winning community strategy looks like. From the fundamental concepts--including how community drives measurable business value and what the appropriate metrics are--to high-level community design and practical engagement techniques, The Business of Belonging is an epic journey into the world of community building.
This book is for decision makers who want to better understand the value and opportunity of community, and for community professionals who want to level up their strategy. Featuring a foreword by Startup Grind and Bevy cofounder Derek Andersen, it will give you a step-by-step model for strategically planning, creating, facilitating, and measuring communities that drive business growth. Attracting and retaining community members who are also loyal customers, brand evangelists, and leaders--that's the goal for today's connected businesses, and this book is the map to getting there.
Автор: Marta Peris-Ortiz; Jos? ?lvarez-Garc?a; Carlos Rue Название: Achieving Competitive Advantage through Quality Management ISBN: 3319367463 ISBN-13(EAN): 9783319367460 Издательство: Springer Рейтинг: Цена: 11179.00 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Chapter 1 Benefits of Implementing a System of Quality Management in Spanish Thalassotherapy Centres.- Chapter 2 Quality Certifications as a Hotel Selection Criterion.- Chapter 3 "Q for Tourist Quality" in the Spanish Tourist Sector.- Chapter 4 The ISO 9001 Standard in the Spanish Construction Industry.- Chapter 5 The EFQM Model as an Instrument to Legitimize Organizations.- Chapter 6 Integrated Management Systems.- Chapter 7 Integration of Information in Higher Education Institutions for Quality Evaluation.- Chapter 8 How Communication and Control Processes Improve Quality.- Chapter 9 An Application of the SERVPERF Model in a Sports Centre.- Chapter 10 Experience in Adapting E-S-Qual to Different Sectors or Settings.- Chapter 11 Excellence in Tourism Destinations.- Chapter 12 Tensions Raised by TQM Demand Upon Work Design in Technologically-Controlled Environments.- Chapter 13 The Influence of an Institutional Environment on Quality Management in Hotels.- Chapter 14 A New Paradigm in Planning and Management of Quality Hotel Services.
Описание: E-collaboration is a tool that breaks the boundaries of activities within and between organizations. E-collaboration technologies are making it easier than ever for people to work together no matter where they happen to be. Succeeding with collaboration at a level where it represents a competitive advantage requires a broad approach. Internal social networks can circumvent bureaucratic boundaries and facilitate information sharing activities among individuals across hierarchies and divisions or departments. This allows organizations to acquire resources or competencies from external sources that otherwise would be difficult or expensive to access. Accordingly, organizations focus more on their own areas of competence and gain a competitive advantage by acquiring richer content and better solutions in a creative and cost-effective way. Challenging times can provide new opportunities that need to be detected at the right time. There must be many other sources of competitive advantages which should support the main source of competitive value. Competitive advantage may be gained if the organization is able to find sources of competitive advantage in time of economic crises. Organizations have rapidly deployed technology solutions, such as collaboration tools and cloud computing, which enable their employees to work remotely and continue these organizational operations, especially during times of crisis.
E-Collaboration Technologies and Strategies for Competitive Advantage Amid Challenging Times focuses on e-collaboration technologies, strategies, and solutions from a perspective of organizational competitive advantage, including e-collaboration technologies' situation and solutions, innovation systems, competition and strategies, marketing, and growth capabilities. The book presents a full understanding on e-collaboration technologies, strategies, and solutions in organizations, and provides insight for how to develop e-collaboration technologies, strategies, and solutions more generally so as to simultaneously leverage potential benefit and guard against potential risk, promoting organizational competitive advantage amid challenging times. This book is ideally intended for policymakers, government officials, corporate heads of firms, managers, managing directors, practitioners, researchers, academicians, and students seeking information on the e-collaboration technologies being employed in businesses in times of crisis.
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