Author: Nick Mehta Publisher: John Wiley & Sons ISBN: 1394172125 Category : Business & Economics Languages : en Pages : 262
Book Description
Make community building your ultimate business growth strategy In Customer Communities: Engage and Retain Customers to Build the Future of Your Business, Nick Mehta and Robin Van Lieshout deliver an actionable playbook on how to cultivate meaningful communities that fuel quantifiable business growth. In the book, you’ll learn how to capitalize on this new growth strategy to scale your company and develop excitement around your products and your firm. The authors outline the 10 foundational Laws of Community, explaining why community development does not need to be expensive and how to integrate community in the heart of your customer journey. You’ll also find: Strategies for creating a cross functional customer engagement team Techniques for building community in places that aren’t the web or on social media Ways to bring your organization’s culture and values into your community with a human-first alignment An essential roadmap to community development for customer success, marketing, support and product teams, and other entrepreneurs, founders, and executive business leaders. Customer Communities will earn a place on the bookshelves of anyone with a stake in organizational growth and resilience.
Author: Drew Banks Publisher: John Wiley & Sons ISBN: 9780787956219 Category : Business & Economics Languages : en Pages : 0
Book Description
The Internet is the world's largest marketplace and provides businesses with the ability to interact with their market in a much more direct and tailored way than ever before. Customer.Community takes a new look at online communities as a source of value for both customers and businesses; it shows how to build an online "customer community" that gives customers a reason to stay loyal. Drew Banks and Kim Daus explain exactly what the customer community is and then reveal the tenets that will make it strong: sustainability, size and scalability, social connectivity, and soul. The authors show how to "communitize" commerce, build a solid base of repeat customers, and create value for the customer, and they explain how to manage a site in a cost-effective way. Customer.Community will help cultivate a mind-set to leverage the collective, untapped power of your customer base.
Author: Youjae Yi Publisher: Taylor & Francis ISBN: 1040279783 Category : Business & Economics Languages : en Pages : 182
Book Description
We all live in a service-based economy right now, and the role of customers has changed from passive buyers to active value creators. Customers are actively engaged in the value creation process, and customer value creation behavior has become an essential phenomenon. For the competitive advantage of the firm, employees need to change from exclusive service providers to value facilitators. Firms must now change their paradigm from treating customers as mere buyers to engaging customers as value creators. This book sheds insight into the essentiality of understanding customer value creation behavior for enhancing firm performance. This book is also a comprehensive reference critically analyzing the current state of customer value creation behavior. It covers theoretical foundations, measurement, antecedents and consequences of customer value creation behavior, in addition to applications in specific and various contexts. The book also highlights the importance of understanding the dimensional structure of customer value creation behavior for accurate results of empirical research. In addition, the book also examines customer value destruction behavior or dysfunctional customer behavior. This book challenges the conventional belief that handling customer complaints equates with handling dysfunctional customer behavior and provides useful insights for handling employees and customers.
Author: Nick Mehta Publisher: John Wiley & Sons ISBN: 1119167965 Category : Business & Economics Languages : en Pages : 256
Book Description
Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.
Author: Valarie A. Zeithaml Publisher: Simon and Schuster ISBN: 0743205901 Category : Business & Economics Languages : en Pages : 314
Book Description
In their efforts to become more customer-focused, companies everywhere find themselves entangled in outmoded systems, metrics, and strategies rooted in their product-centered view of the world. Now, to ease this shift to a customer focus, marketing strategy experts Roland T. Rust, Valarie A. Zeithaml, and Katherine N. Lemon have created a dynamic new model they call "Customer Equity," a strategic framework designed to maximize every firm's most important asset, the total lifetime value of its customer base. The authors' Customer Equity Framework yields powerful insights that will help any business increase the value of its customer base. Rust, Zeithaml, and Lemon introduce the three drivers of customer equity -- Value Equity, Brand Equity, and Retention Equity -- and explain in clear, nontechnical language how managers can base their strategies on one or a combination of these drivers. The authors demonstrate in this breakthrough book how managers can build and employ competitive metrics that reveal their company's Customer Equity relative to their competitors. Based on these metrics, they show how managers can determine which drivers are most important in their industry, how they can make efficient strategic trade-offs between expenditures on these drivers, and how to project a financial return from these expenditures. The final section devotes two chapters to the Customer Pyramid, an approach that segments customers based on their long-term profitability, and an especially important chapter examines the Internet as the ultimate Customer Equity tool. Here the authors show how companies such as Intuit.com, Schwab.com, and Priceline.com have used more than one or all three drivers to increase Customer Equity. In this age of one-to-one marketing, understanding how to drive Customer Equity is central to the success of any firm. In particular, Driving Customer Equity will be essential reading for any marketing manager and, for that matter, any manager concerned with growing the value of the firm's customer base.
Author: Tameem Bahri Publisher: Packt Publishing Ltd ISBN: 1803239093 Category : Computers Languages : en Pages : 568
Book Description
Gain practical experience designing and building high-performance, secure, and scalable Salesforce solutions using real-world scenarios. Purchase of the book unlocks access to web-based exam prep resources like flashcards and a free eBook PDF. Key Features Master each knowledge domain by applying key concepts to a real-world scenario Put all the skills covered in the book into action with two full mock scenarios Gain access to additional online assets including flashcards and exam tips Book DescriptionThis book is a complete guide to learning essential architectural concepts that’ll enable you to deliver secure, high-performant Salesforce solutions and pass the Salesforce CTA review board exam with confidence. This second edition comes with updated content, additional supporting material such as cheat sheets, and detailed practical examples, and helps you learn key soft skills to craft a winning presentation. You’ll begin by reviewing vital architectural concepts needed to create a scalable end-to-end Salesforce solution. Next, you’ll find out how to identify requirements and break down a problem into smaller, more solvable parts. As you advance, you’ll gain practical experience in managing design decisions and defending them using real-world scenarios. The book also helps familiarize you with the correct methodology to structure your solution presentation and the necessary supporting artifacts. Finally, you’ll practice providing solutions for two full hypothetical scenarios and structuring your playback step by step. By the end of this Salesforce book, you’ll be able to design a highly scalable Salesforce solution and create suitable material to comfortably explain the end-to-end solution to the CTA review board and potentially your customer, and have a higher chance of passing.What you will learn Explore core architectural concepts essential for any Salesforce architect Understand Salesforce knowledge domains using practical examples Practice creating solutions using scenarios focusing on particular knowledge domains Discover key artifacts needed to document and explain an end-to-end solution Apply data life cycle management effectively in the Salesforce ecosystem Design appropriate enterprise integration interfaces to build your connected solution Know what to expect on the day of the review board along with valuable tips and tricks Who this book is for This book is for Salesforce architects who want to design secure, performant, and scalable technical solutions for their organizations and ultimately become Salesforce Certified Technical Architects. A solid understanding of the Salesforce platform is required, ideally combined with three to five years of practical experience as an application architect, system architect, enterprise architect, or solution architect.
Author: Philipp Wiegandt Publisher: Springer Science & Business Media ISBN: 3834984604 Category : Business & Economics Languages : en Pages : 224
Book Description
Philipp Wiegandt empirically analyzes the effects the creation of a firm-established brand community has on the brand loyalty and word-of-mouth communication of its members over time. He finds that establishing a firm-established brand community creates value for both – the company and their customers.
Author: Joe Wheeler Publisher: Kogan Page Publishers ISBN: 1398612650 Category : Business & Economics Languages : en Pages : 329
Book Description
The definitive guide to designing digital-first experiences customers love. In his third book on the topic of customer experience, bestselling author and consultant Joe Wheeler tackles the challenges many organizations are facing as they attempt to design compelling experiences in a digital-first world. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Part One introduces the new "3 Cs", key trends associated with technology convergence, competition and culture change in a post-pandemic world. Part Two takes a deep dive into seven design strategies, from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale.
Author: Delta Organization & Leadership LLC Publisher: John Wiley & Sons ISBN: 0470371447 Category : Business & Economics Languages : en Pages : 370
Book Description
Leadership development continues to be a top concern for most organizations. The third Pfeiffer Annual of Leadership Development has arrived! This year, four editors have brought together some of the best minds in the leadership world to reflect on four distinct topics: Leading in a Global World, Convergence and Collaboration & Risk and Innovation, and The Customer-Connected Leader.
Author: Philip Weinmeister Publisher: Apress ISBN: 1484236092 Category : Computers Languages : en Pages : 357
Book Description
Whether you are brand new to the world of Salesforce communities or you are looking to take your Community Cloud knowledge to the next level, this detailed guide will help you to build and manage a Salesforce community by leveraging the declarative power of the platform with clicks, not code. Each Salesforce community is a part of a widespread ecosystem, with thousands of communities and millions of users active today on Community Cloud. Through valuable social and business tools, this online platform enables companies to empower and equip their customers, partners, and employees in new, powerful ways. In this book, Philip Weinmeister, a Salesforce MVP and the first-ever recipient of the “Community Cloud MVP” Trailblazer award, leads you through the ins and outs of Salesforce communities and provides you with an array of best practices to deliver top-notch business portals on the Salesforce platform. Practical Guide to Salesforce Communities is the first book to comprehensively cover this next-generation offering from Salesforce, providing real, actionable guidance to help individuals build effective and engaging online communities. The book takes you through the entire process: from planning and designing a community to configuration/build, setup, and administration, all the way to deployment. Detailed explanations are provided of key components, templates, and features such as Community Builder, Audience Targeting, Lightning Bolts, and much more. Additionally, considerations and best practices are covered, including valuable tips and insights. What You’ll Learn Plan and design a community Conceptualize how employees, partners, and customers use and benefit from communities Assess available templates and make an informed selection decision Use Community Builder and Lightning components within a Lightning community template Apply topics and knowledge articles to a community to increase value and adoption Inject process automation into a community using Workflow, Flow, and Process Builder Create dynamic and personalized user experiences with audience targeting Build, export, and import unique templates with the Lightning Bolt solution framework Provide community data for members or community managers Who This Book Is For Salesforce administrators, Salesforce developers, Salesforce functional architects, Salesforce business analysts, and Salesforce community managers
Author: Nick Mehta
Author: Drew Banks
Author: Youjae Yi
Author: Nick Mehta
Author: Valarie A. Zeithaml
Author: Tameem Bahri
Author: Philipp Wiegandt
Author: Joe Wheeler
Author: Delta Organization & Leadership LLC
Author: Philip Weinmeister