| Description |
1 online resource (188 pages) |
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data file rda |
| Note |
Print version record. |
| Contents |
Cover; Title Page; Copyright Page; Dedication; Contents; Preface; Introduction: Disruption Myth; New Strategies for Disruption; Focus; 1. Customers Drive Disruption; Focus on Customer Needs, Not What's Articulated; Recognize That Customer Needs Vary by Country and Geography; Generational Changes Will Drive Future Disruptions; How Generational Changes Affect Businesses; Realizing That Technology and Innovation Do Not Disrupt Companies; Disconnect between Customer Needs and Technology Development; Walmart Versus Amazon; 2. Customer-Focused Strategies Needed to Avoid Disruption |
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Why Companies Don't Focus on CustomersFailure of Current Business Strategies; New Customer-Focused Strategies Are Needed to Avoid Disruption; Successful Turnarounds; 3. Customer-Focus Strategy 1: Win with Current Customers Before Chasing After New Ones; Getting Current Customers to Spend More; Increasing Service Levels without Ruining Yourself; Increasing Revenue Profitably; Getting Existing Customers to Spend More; 4. Customer-Focus Strategy 2: Personalization Is Not a Luxury; The Personalization Revolution; Personalization Then and Now; How to Deliver Affordable Personalization |
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Making Affordable Personalization a Reality5. Customer-Focus Strategy 3: Customers Won't Wait; Introduce New Products or Services Quickly; After Launch, Plan for Quick Scaling to Keep Up with Demand; Create the Right Service Model; How to Respond Faster to Changing Customer Needs; Responding Faster to Customer Needs; 6. Customer-Focus Strategy 4: Good Enough Is No Longer Good Enough; Step 1: Focus on Quality, Now; Step 2: Set Standards That Customers Can't Resist; Step 3: Optimize Manufacturing for Quality, Not Output; Step 4: Don't Be Afraid to Challenge Industry Norms |
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Step 5: Think Supply ChainWinning with Quality; 7. Customer-Focus Strategy 5: Disregard Strategies 1 Through 4; Understanding Future Customer Needs and Developing Strategies for Them; Empowering Teams; Paying Attention to Detail; Business Reinvention; Conclusion: Choosing and Implementing the Strategies; Selecting the Right Customer-Focused Strategies; Changing Organization Perspective; Societal Implications; Appendix: Disruption Assessment; Notes; Acknowledgments; Index; About the Author |
| Summary |
Businesses worry about new technologies, but customers are the ultimate disruptors. This book offers bold strategies for making sure you understand your customers and keep up with their ever-changing needs. -- Edited summary from book. |
| Subject |
Customer relations.
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Strategic planning.
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BUSINESS & ECONOMICS -- Customer Service.
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Customer relations. (OCoLC)fst00885533
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Strategic planning. (OCoLC)fst01134371
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| Genre/Form |
Electronic books.
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| Other Form: |
Print version: Sarkar, Suman. Customer-Driven Disruption : Five Strategies to Stay Ahead of the Curve. Oakland : Berrett-Koehler Publishers, Incorporated, ©2019 |
| ISBN |
9781523099795 (electronic book) |
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1523099798 (electronic book) |
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