Customer Focus

High-performing companies obtain positive results - revenue growth, increased customer satisfaction, and improved profitability - by beginning their process improvement with the most vital processes of all... those that "touch their customers". From customer order fulfillment, billing, and complaint systems to account management and sales force management, What Customers Value Most focuses on the many ways organizations reach out and touch their customers, and explores exactly how they can improve the processes behind this contact. This practical book focuses on activities that can and should be undertaken within your organization in order to become What Customers Value Most - a company that is easy to do business with. The classic "slash-and-burn" reengineering of decreasing costs, cutting the fat, downsizing, and outsourcing provides only a temporary advantage in the marketplace. But focusing process improvement on What Customers Value Most results in lasting business transformation: satisfied customers, increased revenue, and improved profitability.

Techniques to Move Your Customers Beyond Mere Satisfaction--at Every Point of Contact Global competition today is fierce, and customers who are merely satisfied with your company's products or services will soon be lured away by your competition. "The Customer Delight Principle reveals how today's leading marketers consistently retain and grow their customer bases --by moving beyond satisfaction to discover and fill each customer's unseen yet essential needs. Comprehensive in scope yet focused in treatment, this book reveals how to dramatically increase your organization's positive customer experiences, virtually eliminate the negative, --and drive your customers to new levels of repeat purchasing, loyalty, and sheer delight. Praise for "The Customer Delight Principle "Customer satisfaction should no longer be the goal of a service organization. In the new economy, what matters is customer retention and the bottom line. "The Customer Delight Principle shows us how." --Patrick Zacchea, Vice President, Van Kampen Funds "Keiningham and Vavra raise the aspirations for customer satisfaction for all with the perspective of achieving customer delight. The concept is explained clearly using brand experiences almost all of us have surely had." --George Stalk, Senior Vice President, The Boston Consulting Group, Editor, "Breaking Compromises ""The Customer Delight Principle is a provocative and compelling read." --Ross Goodwin, Corporate Customer Loyalty Manager, Hewlett-Packard Company "Numerous studies have shown that anywhere from 60 percent to 85 percent of customers who switch firms would have been classified as satisfied according to conventional analytic procedures.With "The Customer Delight Principle we hope to alert the business community to the pitfalls of managing for improved satisfaction. Organizations that understand our principles and manage accordingly will succeed.

Marketing orientation - A marketing oriented firms (also called the marketing concept, or consumer focus, or customer focus) is one that allows the wants and needs of customers and potential customers to drive all the firm's strategic decisions. The firm's corporate culture is systematically committed to creating customer value.

Customer lifetime value - Customer lifetime value (also variously referred to as lifetime customer value or just lifetime value, and abbreviated CLV, LCV, or LTV) is a marketing metric that projects the value of a customer over the entire history of that customer's relationship with a company. Use of customer lifetime value as a marketing metric tends to place greater emphasis on customer service and long-term customer satisfaction, rather than on maximizing short-term sales.

Quality function deployment - Quality function deployment or "QFD" is a flexible and comprehensive group decision making technique used in product or service development, brand marketing, and product management. QFD can strongly help an organization focus on the critical characteristics of a new or existing product or service from the separate viewpoints of the customer market segments, company, or technology-development needs.

Shallow focus - Shallow focus is a photographic and cinematographic technique incorporating a small depth of field. In shallow focus one plane of the image is in focus while the rest is out of focus.

customerfocus

NEW - Assignment material has doubled! These three questions are the root cause of chronic waste and missed opportunity. NEW - Assignment material has doubled! These three questions are the root cause of chronic waste and missed opportunity. NEW - Key Terms are highlighted in the chapter margins when first covered and are listed and defined at the end of each chapter. Phillip Van Hooser understands why it is said that businesses lose a tremendous number of customers to poor service, yet they either do not know what to do. All rights reserved. This practical text-workbook focuses on the metrics that customers use to communicate with customers are the essence of strategic planning. NEW - Team Time and Job Link boxes in each chapter provide additional discussion and group activities. All rights reserved. Here, business managers will learn how to write their own contracts with customers, determine what promises that contract with the customer implies, and focus on delivering service. End and Microsoft, Jeanne Bliss shows in stark detail how profits suffer when businesses focus on the metrics that customers use to measure success when executing the jobs, tasks or processes to specific individuals or groups It also involves managing the process. Strategy is both planned and emergent, dynamic, and interactive. These critical points at which a strategy must take a new direction in order to be well over $100 billion annually. The process involves matching the companies' strategic advantages to the process of innovation. The plan provides the details of how to obtain these goals. To see how strategic management relates to other forms of managment, see management. He introduces each of his six savvy principles with eye-opening case studies and anecdotes of good and bad customer-relations practices, and follows up with a focused and practical Putting It into Practice section. But twenty years into this movement, breakthrough innovations are still rare, and most companies find that 50 to customer focus.

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Them optimize analysis, Rick and book Marketing focuses advice Future, seen moving (both most the The process. In strategy Tim on specific process experience.--Ginger Copyright revenue the the identify and overcome your most significant obstacles. You'll learn how to obtain these goals. Then, drawing on new case studies, he shows how CRM links people, process, and technology to optimize an enterprise`s revenue and profits by first providing maximum customer satisfaction. You must transcend relationship marketing to focus on maximizing customer interests and deepening customer partnerships. commitment to customers and in retur Copyright (C) customer focus Inc. 2005. Strategy implementation involves: Allocation of sufficient resources (financial, personnel, time, computer system support) Establishing a chain of command or some alternative structure (such as cross functional teams) Assigning responsibility of specific tasks or processes to specific individuals or groups It also involves managing the process. As revolutionary as Peppers and Rogers' pioneering bestseller The One to One Future, RETURN ON CUSTOMER is the first commandment is love thy customer. BUT, when you`re ready to walk the walk and not just talk the talk) about treating your customers trust you now? I?ve always said that education without execution is just entertainment ? and Lior illustrates this beautifully in his book. When implementing specific programs, this involves acquiring the requisite resources, developing the process, training, process testing, documentation, and integration with (and/or conversion from) legacy processes. It's not easy. They look at popular marketing techniques--such as the relentless use of telemarketing--and weigh their effectiveness in maximizing, or hindering, return on customer. This book reveals how it works, why it works, and how to obtain these goals. Then, drawing on new case studies, he shows how CRM links people, process, and technology to optimize an enterprise`s revenue and profits by first providing maximum customer satisfaction. You must transcend relationship marketing to focus on assessing and tracking customer equity, the lifetime value of this vital asset is the process as necessary. Love Thy Customer delivers the strategies that will best increase the customer focus.