Customer intimacy: pick your parner, shape your culture, win together
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | Undetermined |
| Veröffentlicht: |
Santa Monica, Calif.
Knowledge Exchange
1996
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| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | 221 S. |
Internformat
MARC
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Datensatz im Suchindex
| _version_ | 1804126340884987904 |
|---|---|
| adam_text | CONTENTS
PART I WHY CUSTOMER INTIMACY NOW? 1
I Customer Intimacy—What It Is and Why It Wins 3
Actions, Not Accidents 7
The Expectations Gap 10
The Search for Value 12
Is Customer Intimacy forYou? 16
2 The Illusion of Satisfaction 21
The Satisfaction Trap 22
The Problem of Partial Solutions 25
3 The Commitment of Intimacy 31
An OfferYou Can t Refuse 33
Flex Your Imagination 35
Cultivate Your Connections 38
Commit, Commit, Commit 40
PART II FLEX THE COMMERCIAL IMAGINATION 45
4 What s the Real Problem? 49
The Customer s Experience Cycle 50
The Hierarchy of Customer Needs 53
The Art of Anticipation 56
From Real Problem to Real Solution 58
5 The Tailoring Route:
Delivering Fitting Solutions 61
Produce a Perfect Fit 63
Provide the Right Product at the Right Time:
The First Model of Tailoring 64
Craft Custom Made Solutions:
The Second Model of Tailoring 70
Take the Customer s Problem Away:
The Third Model of Tailoring 76
A Caveat or Two 79
6 The Coaching Route:
Guide Your Customers Toward Better Results 81
Bring Out the Product s Full Benefits:
The First Model of Coaching 83
Shape Up the Customer s Usage Process:
The Second Model of Coaching 89
Break New Ground with the Customer:
The Third Model of Coaching 95
Reality Checks 96
7 The Partnering Route:
Innovate—and Integrate—With Your Customer 99
Collaborate on Design: The First Model of Partnering.... 103
Synchronize Your Operations:
The Second Model of Partnering 108
Shift to Business Integration:
The Third Model of Partnering 113
PART III CULTIVATE THE HUMAN CONNECTIONS...121
8 Pick Your Partners 125
Forget About Average Customers 126
Focus on the Future 129
Seek Stretch Customers 130
Size Up the Attitudinal Fit 131
Consider the Financial Outlook 133
Watch for Red Flags 135
Triage: Let Go of Mediocre Customers 137
The Final Partners 139
9 Get Connected 141
Establish Trust 143
Scope the Connection 147
Strengthen the Interface 150
Communicate, Communicate, Communicate 154
Use Your Connections 156
PART IV COMMIT THE CORPORATION 159
10 Shape Your Culture 163
From Credo to Culture 164
Use Your Judgment 166
Work Together 167
What Can We Learn from That? 169
Leverage Human Resources 170
How Are We Doing? 172
11 MoldYour Systems 175
Measure the Right Things 176
LeverageYour Information Systems 181
Again, How Are We Doing? 186
12 Adapt Your Economics 189
Search for the Benefits of Cooperation 190
Understand Your Cost Dynamics 194
Divvy Up the Gains 196
13 Where Do You Start? 201
Make the Right Moves 208
Shelter from the Storm 212
The Common Ground 213
Index 215
Acknowledgments 219
|
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| spelling | Wiersema, Frederik D. Verfasser (DE-588)121153398 aut Customer intimacy pick your parner, shape your culture, win together by Fred Wiersema Santa Monica, Calif. Knowledge Exchange 1996 221 S. txt rdacontent n rdamedia nc rdacarrier Kundenorientierung (DE-588)4316837-1 gnd rswk-swf Kundenorientierung (DE-588)4316837-1 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007964054&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Wiersema, Frederik D. Customer intimacy pick your parner, shape your culture, win together Kundenorientierung (DE-588)4316837-1 gnd |
| subject_GND | (DE-588)4316837-1 |
| title | Customer intimacy pick your parner, shape your culture, win together |
| title_auth | Customer intimacy pick your parner, shape your culture, win together |
| title_exact_search | Customer intimacy pick your parner, shape your culture, win together |
| title_full | Customer intimacy pick your parner, shape your culture, win together by Fred Wiersema |
| title_fullStr | Customer intimacy pick your parner, shape your culture, win together by Fred Wiersema |
| title_full_unstemmed | Customer intimacy pick your parner, shape your culture, win together by Fred Wiersema |
| title_short | Customer intimacy |
| title_sort | customer intimacy pick your parner shape your culture win together |
| title_sub | pick your parner, shape your culture, win together |
| topic | Kundenorientierung (DE-588)4316837-1 gnd |
| topic_facet | Kundenorientierung |
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