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Author: Maurice Fitzgerald Publisher: Sbvv ISBN: 9782970117254 Category : Languages : en Pages : 186
Book Description
Reduce costs and keep all your customers. It is possible! We will show you how. You want your company to perform better. You want to reduce costs. You may even be desperate to reduce costs. But when you reduce costs, customers feel it, right? If you cut costs and lose customers, you will need to cut costs again. And again. Soon there will be nothing left to cut. And no customers. I call this the corporate death spiral. I have seen it happen. You may have seen it happen. You may be going through it. It does not have to be that way. It does not matter whether you need to cut costs to have money to invest, or simply because you have a profit crunch. No matter what your reason, it can be done without negative customer impact. Some cost reductions may even improve things for customers, making them more loyal. But how? Customer-centric Cost Reduction is a simple but revolutionary concept. I explain how to accurately identify things of little importance to customers. These are the cost reduction priorities. For most companies, there are lots of them. They fall into just a few categories, each of which needs to be addressed in specific ways. Imagine a world where you reduce costs faster than your competitors. You wind up with more money to invest in growth than your competitors could ever dream of. You can fund your new ideas. Your competitors can't. This book explains how to do it. It also explains how not to do it. Here is the most common way companies reduce costs (Don't do this) Your CEO (let's call him Bob) is worried about cost. The board wants the share price to go up. He wants a bigger bonus. So do the others on the leadership team. Bob thinks of himself as a fair person. He wants his cost reduction to be seen as fair by everyone. Easy! Here is what he writes to all of the employees: ..". and in the interest of fairness, I am asking every business and function in the company to reduce costs by 15%. It will be hard. We all need to work together to make it happen..." Let me be clear about this. Bob is an idiot! He makes no distinction between things that matter to customers and those that do not. This is how you start the corporate death spiral. This is how to go out of business. A real world example of how not to do it I remember walking along with the head of HP in EMEA. His phone rang. It was the CEO of a large Dutch multinational. He was not happy. They had outsourced their internal PC help desk to us. To reduce cost, we had eliminated Dutch as a supported language. Nobody had told the CEO. He had just phone the help desk. He got a nasty surprise. This did not turn out all that well for us. Enough said! Customer-centric Cost Reduction is both informative and entertaining. The methodology, anecdotes and examples are accompanied by my brother's memorable drawings that drive home many key points. I particularly like the one about the CEO announcing a company-wide travel freeze from the comfort of his corporate jet. (Don't do this either!) About the authors Maurice started his career with an Industrial Engineering degree and a stopwatch in his hand in a Wrangler clothing factory. He has implemented many major cost reduction initiatives for four multinationals right up to his time as VP of Customer Experience for HP Software. Peter is an artist, web designer, and Oxford-educated Doctor in Cognitive Psychology. The unusual combination of authors has produced a cost-reduction book that is unlike any other you will read. It combines current management thinking with behavioral economics theory and some striking illustrations. And in conclusion As we say in the book, "There are just 3.5 ways of reducing cost." You are just one or two clicks from finding out what they are. You know what to do now.
Author: Maurice Fitzgerald Publisher: Sbvv ISBN: 9782970117254 Category : Languages : en Pages : 186
Book Description
Reduce costs and keep all your customers. It is possible! We will show you how. You want your company to perform better. You want to reduce costs. You may even be desperate to reduce costs. But when you reduce costs, customers feel it, right? If you cut costs and lose customers, you will need to cut costs again. And again. Soon there will be nothing left to cut. And no customers. I call this the corporate death spiral. I have seen it happen. You may have seen it happen. You may be going through it. It does not have to be that way. It does not matter whether you need to cut costs to have money to invest, or simply because you have a profit crunch. No matter what your reason, it can be done without negative customer impact. Some cost reductions may even improve things for customers, making them more loyal. But how? Customer-centric Cost Reduction is a simple but revolutionary concept. I explain how to accurately identify things of little importance to customers. These are the cost reduction priorities. For most companies, there are lots of them. They fall into just a few categories, each of which needs to be addressed in specific ways. Imagine a world where you reduce costs faster than your competitors. You wind up with more money to invest in growth than your competitors could ever dream of. You can fund your new ideas. Your competitors can't. This book explains how to do it. It also explains how not to do it. Here is the most common way companies reduce costs (Don't do this) Your CEO (let's call him Bob) is worried about cost. The board wants the share price to go up. He wants a bigger bonus. So do the others on the leadership team. Bob thinks of himself as a fair person. He wants his cost reduction to be seen as fair by everyone. Easy! Here is what he writes to all of the employees: ..". and in the interest of fairness, I am asking every business and function in the company to reduce costs by 15%. It will be hard. We all need to work together to make it happen..." Let me be clear about this. Bob is an idiot! He makes no distinction between things that matter to customers and those that do not. This is how you start the corporate death spiral. This is how to go out of business. A real world example of how not to do it I remember walking along with the head of HP in EMEA. His phone rang. It was the CEO of a large Dutch multinational. He was not happy. They had outsourced their internal PC help desk to us. To reduce cost, we had eliminated Dutch as a supported language. Nobody had told the CEO. He had just phone the help desk. He got a nasty surprise. This did not turn out all that well for us. Enough said! Customer-centric Cost Reduction is both informative and entertaining. The methodology, anecdotes and examples are accompanied by my brother's memorable drawings that drive home many key points. I particularly like the one about the CEO announcing a company-wide travel freeze from the comfort of his corporate jet. (Don't do this either!) About the authors Maurice started his career with an Industrial Engineering degree and a stopwatch in his hand in a Wrangler clothing factory. He has implemented many major cost reduction initiatives for four multinationals right up to his time as VP of Customer Experience for HP Software. Peter is an artist, web designer, and Oxford-educated Doctor in Cognitive Psychology. The unusual combination of authors has produced a cost-reduction book that is unlike any other you will read. It combines current management thinking with behavioral economics theory and some striking illustrations. And in conclusion As we say in the book, "There are just 3.5 ways of reducing cost." You are just one or two clicks from finding out what they are. You know what to do now.
Author: Avijit Sen Publisher: ISBN: Category : Languages : en Pages : 72
Book Description
Dell's long-term success depends on its customers' future buying patterns. These patterns are largely determined by customers' satisfaction with the after-sales service they receive. Previously, Dell has been able to deliver high customer satisfaction but has done so at a high expense, further reducing the low margins on their consumer product line. Dell's Global Consumer Services and Support organization (GCSS) is constantly innovating to lower its operating costs while maintaining customer satisfaction. Their task is difficult to achieve in part because of the broad scope of problems that Dell's customer service agents (CSAs) tackle and the grey areas of support boundaries. In order to identify and correct the root-causes of these contact-center costs, Dell needs the ability to measure the specific cost of supporting individual customers. Yet, no such customer-centric data framework exists at Dell, or indeed in the contact center industry. However, it is possible to create just such a customer focused data framework by applying an automated value stream mapping (VSM) analysis to a large sample of contact-center activity data from Dell's data warehouse. The resulting data set is a collection of digital value stream maps representing the end-to-end customer service experience of each contact-center customer. After performing the proposed data transformations, these customer-focused metrics (CustFM) are shown to yield significant insights into previously unidentifiable cost reduction opportunities available across Dell's global contact-center network.
Author: Peter Fader Publisher: ISBN: Category : Business planning Languages : en Pages : 128
Book Description
Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.
Author: David Loshin Publisher: Elsevier ISBN: 0124115136 Category : Computers Languages : en Pages : 105
Book Description
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.
Author: Mitchell M. Tseng Publisher: Springer Science & Business Media ISBN: 3642554601 Category : Business & Economics Languages : en Pages : 528
Book Description
Companies are being forced to react to the growing individualization of demand. At the same time, cost management remains of paramount importance due to the competitive pressure in global markets. Thus, making enterprises more customer centric efficiently is a top management priority in most industries. Mass customization and personalization are key strategies to meet this challenge. Companies like Procter&Gamble, Lego, Nike, Adidas, Land's End, BMW, or Levi Strauss, among others, have started large-scale mass customization programs. This book provides insight into the different aspects of building a customer centric enterprise. Following an interdisciplinary approach, leading scientists and practitioners share their findings, concepts, and strategies from the perspective of design, production engineering, logistics, technology and innovation management, customer behavior, as well as marketing.
Author: Sathit Parniangtong Publisher: Springer ISBN: 9811044422 Category : Business & Economics Languages : en Pages : 341
Book Description
This book presents strategies that put the customer at the center of an enterprise. It elaborates on the reasons for viewing customers as assets that a firm needs to acquire, develop and cultivate in order to generate profitable relationships, and champions customer profitability as the metric for measuring business performance. Further, it advocates the need to provide solutions to customers’ requirements with bundles of products and services. It broadens the definition of customer value beyond tangible benefits and price to include both tangible and intangible benefits and total ownership costs, while embracing a variety of unique customer needs. The book highlights the value of business planning, marketing and sales mechanisms and changing employee behavior to create lifelong, high-value profitable customer relationships that satisfy the customer’s needs. Competitive Advantage of Customer Centricity maps a new journey that entire organizations must undertake in order to achieve these lucrative goals.
Author: Layna Fischer Publisher: Future Strategies Inc. ISBN: 0984976434 Category : Business & Economics Languages : en Pages : 200
Book Description
Customer-centric organizations are concerned about shrinking volumes of business, stiffer competition and ever-more demanding consumer expectations which have increased pressure on the bottom line. The ability to successfully manage the customer value chain across the life cycle of a customer is the key to the survival of any company today. Business processes must react to changing and diverse customer needs and interactions to ensure efficient and effective outcomes. This important book looks at the shifting nature of consumers and the workplace, and how BPM and associated emergent technologies will play a part in shaping the companies of the future. BPM's promises are real, but the path to success is littered with pitfalls and shortcuts to failure. Best practices can help you avoid them. If you are just embarking on using its methods and tools, these authors have a wealth of experience to learn from and build on. Whether you are a business manager or an Information Technology practitioner, this special collection will provide valuable information about what BPM can do for you-and how to apply it.
Author: Sean McDade Phd Publisher: Lioncrest Publishing ISBN: 9781544510798 Category : Business & Economics Languages : en Pages : 360
Book Description
In this interconnected world dominated by social media, consumers' voices are broadcast louder and wider than ever before. Companies are faced with the choice to either listen to their customers and thrive...or eventually die. No matter what industry you're in, you need to deliver an exceptional experience to customers that will make them want to shout your name from the rooftops! In Listen Or Die, customer experience expert Sean McDade presents 40 quick, easy-to-use best practices for creating an exemplary Voice of Customer (VoC) program. With advice on every step of the process-from understanding customer centricity to rallying executive support to asking customers the right questions-Sean gives you the tools you need to build a VoC program that delivers ROI, turning customer feedback into gold. In just a few hours, you'll learn how to develop a competitive edge by managing your customer experience to drive real, impactful business results. It's time to go beyond average, become truly customer-centric, and take your business to extraordinary new levels.
Author: Paul Leinwand Publisher: Harvard Business Press ISBN: 1422161803 Category : Business & Economics Languages : en Pages : 64
Book Description
For most companies, cost cutting in a down economy means across-the-board slashing that "spreads the pain" of budget reductions across many departments. While that may sound like the best approach for getting critical results fast and for limiting political infighting, it is a mistake-one that will leave your company weaker, not just smaller. Instead, companies that need to reduce costs should treat the challenge as an opportunity to identify and reinforce their key capabilities, while divesting from those activities that do not truly reflect the business's strengths or long-term goals. This more strategic approach will make your company more resilient as tough times continue and more robust as recovery begins. In Cut Costs, Grow Stronger, an e-book published as part of the Harvard Business Press Memo to the CEO series, Booz & Company's Shumeet Banerji, Paul Leinwand and Cesare Mainardi provide executives with the tools they need to rapidly implement capabilities-driven cost reduction. First they demonstrate how to identify and clearly articulate your company's key capabilities-not just core competencies or skill sets, but those very few strengths that, in combination, define how your organization competes. You can then use this information to create your company's unique blueprint for effective and efficient cost reduction. The authors' detailed, step-by-step framework walks you through the process, which can be completed in as little as two or three months-it's something that you can do now. This practical guide to capabilities-driven cost-cutting is the tool executives need to confront the challenge of today's economy while strengthening the foundation for what will set their company apart in the future.