Using Information to Develop a Culture of Customer Centricity
Customer Centricity, Analytics, and Information Utilization
Using Information to Develop a Culture of Customer Centricity sets the stage for understanding the holistic marriage of information, socialization, and process change necessary for transitioning an organization to customer centricity. The book begins with an overview list of 8-10 precepts associated with a business-focused view of the knowledge necessary for developing customer-oriented business processes that lead to excellent customer experiences resulting in increased revenues. Each chapter delves into each precept in more detail.
Line-of-business managers who want to solve their problems by buying an analytics application. It will be written to ground them in the reality that buying an application alone wonât solve their problems. The aim is to change the culture and expectations around information management.