What will you learn from this book
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Customer-Centricity as a Priority: Emphasizing the shift from product-centric to customer-centric strategies in business operations and culture.
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Organizational Design: Exploring how the structure, processes, and systems within an organization can be redesigned to place the customer at the center.
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Customer Segmentation: Understanding various customer segments and tailoring strategies to address their specific needs, preferences, and behaviors.
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Cross-Functional Collaboration: Encouraging collaboration across departments to ensure a seamless customer experience throughout the organization.
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Customer Journey Mapping: Utilizing customer journey mapping techniques to understand and optimize touchpoints where customers interact with the organization.
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Employee Engagement: Involving employees in creating a customer-centric culture, ensuring they understand the importance of customer satisfaction.
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Data-Driven Decision-Making: Using customer data and analytics to make informed decisions and personalize interactions with customers.
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Adapting to Customer Feedback: Implementing systems to gather and act upon customer feedback to continuously improve products and services.
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Leadership and Strategy: The role of leadership in driving a customer-centric vision and strategy throughout the organization.
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Continuous Improvement: Embracing a culture of continuous improvement and innovation to stay aligned with evolving customer needs.
| Language | English |
|---|---|
| ISBN-10 | 9780787979195 |
| ISBN-13 | 9780787979195 |
| No of pages | 208 |
| Font Size | Medium |
| Book Publisher | Jossey-Bass |
| Published Date | 13 May 2005 |
About Author
Related Books
"Designing the Customer-Centric Organization" offers today's business leaders a comprehensive customer-centric organizational model that clearly shows how to put in place an infrastructure that is organized around the demands of the customer.
Written by Jay Galbraith (the foremost expert in the field of organizational design), this important book includes a tool that will help determine how customer-centric an organization is- light-level, medium-level, complete-level, or high-level- and it shows how to ascertain the appropriate level for a particular institution.
Once the groundwork has been established, the author offers guidance for the process of implementing a customer-centric system throughout an organization. "Designing the Customer-Centric Organization" includes vital information about structure, management processes, reward and management systems, and people practices.