- Print ISBN 9780124105430
- Electronic ISBN 9780124115132
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 won’t solve their problems. The aim is to change the culture and expectations around information management.
The Challenge of Customer Centricity
What This Book Is
Why You Should Be Reading This Book
Our Approach to Knowledge Transfer
Chapter 1. What Is Customer Centricity?
The Evolution of Customer Centricity
Customer Experience as a Corporate Driver of Value
Increasing Corporate Value by Integrating Customer Value Analytics into the Enterprise
Customer Data Visibility
Customer Interaction Management
Summary: Customer Value Is Corporate Value
Chapter 2. The Value of Customer Centricity
Customer Centricity and the Concept of Value
Business Expectations and Performance Metrics
Balancing Corporate and Customer Value: Enhancing the Customer Experience
Chapter 3. Who Is a Customer?
Who Is a Customer?
Defining the Concept of Customer—An Example
Holistic Engagement Identifies the Customer
Reflections: Customers and Customer Centricity
Entity Versus Role
Summary: Driving Customer Centricity
Chapter 4. Customer Lifetime and Value Analytics
The Value of the Customer
Defining Customer Value
Additional Aspects of Customer Value
Evaluating the Value of a Customer
Developing a Customer Valuation Model
Using the Customer Valuation Model for Customer Centricity
Considerations: Influencing Customer Behavior
Chapter 5. Connectivity and Spheres of Influence
Customer Connectivity Concepts
Modeling the Types of Customer Connections
The Customer Network: Spheres of Influence
The Advantage o