Ulteriori informazioni
Informationen zum Autor Lior Arussy is the founder and President of Strativity Group, Inc. (StativityGroup.com), which works with both Global 2000 companies as well as emerging businesses around the world. Prior to establishing Strativity Group, Arussy held executive positions at NICE Systems and Hewlett-Packard as well as various start-up companies. He is the author of several publications, including The Experience!: How to Wow Your Customers and Create a Passionate Workplace, as well as more than fifty articles in such international publications as Harvard Business Review. Arussy's syndicated column "Focus: Customer" reaches more than 350,000 readers worldwide every month. He also has a bimonthly column for CRM magazine, is the winner of the CRM Influential Leader 2003 award, and is the author of the course "Developing and Executing Customer-centric Strategy" (American Management Association). Klappentext "Lior Arussy's new book is another great addition to his work on the theme of improving the customer experience to build lasting and profitable customer relationships. Recommended to both those working on corporate customer strategy and line managers. Strong practical advice from an industry visionary." --Michael Maoz, Vice President and Research Fellow, Gartner Research "This book isn't filled with easy shortcuts and feel-good platitudes. When you're ready to walk the walk, Lior's book is a fine place to start down that rarely followed, very profitable path." -- Seth Godin, Author, Purple Cow and Free Prize Inside! "Lior Arussy is a true customer advocate. This book is a must-read for anyone who knows that the only sustainable competitive advantage is to create a unique and meaningful customer experience." --Ginger Conlon, Editor in Chief, CRM magazine "This book provides a clear blueprint for successful customer relationships. It is a must-read for executives who are serious about pleasing their customers." --Guy Kawasaki, Author, The Art of the Start "I've always said that education without execution is just entertainment--and Lior illustrates this beautifully in his book. It is important to learn how to implement a successful customer focus strategy and you need knowledge and process to do it well. Read this book and learn." --Tim Sanders, Author, Love Is The Killer App "Lior brings original thought to the world of business, ideas drawn from reality, based on solid observations with the clear objective of helping people make money. Read this and profit." --Jerry Vass, President, Vass Consulting Author, Soft Selling in a Hard World Inhaltsverzeichnis Introduction: The Top Ten Crucial Mistakes in Customer Strategies xiii The Graveyard of Good Intentions xiv Failure Factors xvii Chapter 1 Understanding the Fatal Mistakes 1 Fatal Mistake 1: Culture of the New 2 Fatal Mistake 2: Lipstick on the Pig 2 Fatal Mistake 3: Passion Loss 3 Fatal Mistake 4: Real Cost of Cost Reduction 3 Fatal Mistake 5: Failure to Operationalize 4 Fatal Mistake 6: You Get What You Pay For 4 Fatal Mistake 7: Management of Change 5 Fatal Mistake 8: Lack of Leadership 6 Fatal Mistake 9: Unstructured Relationship 6 Fatal Mistake 10: Technology Shortcut 7 Critical Choices 8 Chapter 2 Critical Choice 1: Who Are We, Customer Pleasers or Efficiency Crunchers? 11 Lack of Definition and Criteria 13 Intention to Execution Gap 14 Price of Efficiency 16 Corporation-Customer Experience Aptitude Survey 19 Chapter 3 Critical Choice 2: What Is the Role of the Customer in Our Existence? 25 Inherent Conflict 25 The Efficient Relationship Paradox 28 Corporations at a Juncture 31 What Customers? The Second Tough Choice ...
