How to Win Customers in the Digital World: Total Action or Fatal Inaction - Couverture souple

Vervest, Peter; Dunn, Al

Couverture souple

ISBN 10 : 3642630650 ISBN 13 : 9783642630651

Editeur : Springer, 2012

Synopsis

Every organisation must strive for Total Action. Winning the customer in today's highly competitive and demanding world is the key to ensuring success. All managers and employees profess to understand this yet they find it incredibly difficult to perform together to achieve this. The 'digital world' is changing the traditional logic of business - we must now act fast and effectively to capture and retain increasingly demanding and sophisticated customers, be they individuals or organi- sations. Most customers demand much more than many organisations are able to deliver. It is said that the inventor of the telephone believed its main use would be to let someone know that a telegram was arriving. Today we know there is a lot more you can do with a telephone ... and all the surrounding digital business technologies. But you must be prepared to re-think why you are doing things the way you are. And why you are doing them at all. This is the starting point for 'How to win customers in the digital world - Total Action or Fatal Inaction'. The authors confront traditional ways of organising with the capabilities of the new, digital business technologies. They are critical of the frozen behaviour of today's large organisations. They go back to the fundamental goal that business is about making money by satisfying customers.

A propos du livre

Présentation de l'éditeur

Providing a template for seizing the opportunities offfered by digital business technologies, this book presents six real-life cases to demonstrate both the power and risks involved. The authors - both experienced professionals in management education and telecommunications - introduce Total Action concepts and methodologies - where every activity inside the organization is directly relevant for its customers. Winners use these to make front-line people the point of decision making, to unlock information about customers, and to manage the fulfillment of their commitments. The result is a discovery tour of new management concepts that will help your business triumph in todays digital world. From the reviews: "This book is mandatory reading for every manager and professional". - Thomas Middelhoff, Chairman & CEO Bertelsmann AG; "This is a powerful and straightforward starting point for all managers and organizations seeking to master the new frontiers of business". A-W. Scheer, Chairman of the Supervisory Board IDS Scheer AG

Détails de l'édition

• Éditeur: Springer
• Date d'édition: 2012
• Langue: anglais
• ISBN 10: 3642630650
• ISBN 13: 9783642630651
• Reliure: Broché
• Nombre de pages: 276
• Coordonnées du fabricant: ProductSafety@springernature.com; ProductSafety@springernature.com; ; Poststr. 9; Darmstadt; 64293; Allemagne