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Kurzbeschreibung This important resource provides a comprehensive customer-centric organizational model, which includes structure, management processes, reward and management systems and people practices. The book also includes a tool that will help a company or organization determine how customer-centric it needs to be.
Aus dem Inhalt Preface.
1. Surviving the Customer Revolution.
The Status Quo Has to Go.
The Customer-Centric Imperative.
The Rise of the Customer Dimension.
Strategy and Organization Model.
2. Customer-Centricity: How Much Is Enough?
Customer Relationship Strategies.
The Strategy Locator.
Creating a Lateral Networking Capability.
3. Light-Level Application.
Degussa Automotive Catalysts Division.
Learnings and Salient Features.
4. Medium-Level Application.
The Global Investment Bank Case.
Lessons from IBank.
5. Complete-Level Application.
Complex Solutions and Customer-Centric Organizations.