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About this book
Customer centricity is fundamental to business growth and ongoing success. Most executives appreciate the importance of it yet don't know how to execute it or sell the processes internally.
This thoroughly revised edition of Breaking Through guides readers systematically through the ten breakthrough points of implementation, to explain how to execute a transformation to customer centricity, so that a company can engage continuously with its customers, making them allies and advocates with all the rewards that it brings. With updates on digital opportunities, social media, emerging markets (including Africa), and the social as well as financial impacts of customer centricity , this book successfully blends strategy with implementation and also features a range of innovative new and traditional business examples from across the globe. Easy to read, in-depth and full of practical advice, this is the essential step-by-step guide to implementing customer centricity to endure in the long-term.
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Keywords
Table of contents (11 chapters)
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Front Matter
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Introduction: Shifting the Centre of Gravity
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The Awakening
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Front Matter
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The Discovery
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Front Matter
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The Story
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Front Matter
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The Engagement
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Front Matter
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The Reward
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Front Matter
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Back Matter
About the author
Sandra Vandermerwe is a best-selling author who has worked as a consultant alongside senior management and boards for a range of private public and NGO enterprises in the field of customer centric transformation more recently specializing in emerging market innovation. Her ideas and methodologies have been implemented widely by enterprises globally.
Her academic work is based on application driven research and collaboration with well-known thinkers and practitioners and has been published by leading academic journals. Her cases have won several awards two of which were cited in 2013 by the European Case Clearing House as among the top 40 best sellers in its 40 year history. Sandra has been a key note speaker at global conferences and at a variety of senior executive development programs at business schools around the globe.
From 1996 to 2006, she had a chair at Imperial College Business School, University of London in the UK and for a decade prior to that, was a Professor at IMD Lausanne Switzerland. Currently she is an Extraordinary Professor at Gordon Institute of Business Studies (GIBS), University of Pretoria, South Africa, an Associate Fellow at Imperial College Business School London an Adjunct Professor at European School of Management and Technology (ESMT) Germany and a Senior Associate with Deloitte Consulting.
Her academic work is based on application driven research and collaboration with well-known thinkers and practitioners and has been published by leading academic journals. Her cases have won several awards two of which were cited in 2013 by the European Case Clearing House as among the top 40 best sellers in its 40 year history. Sandra has been a key note speaker at global conferences and at a variety of senior executive development programs at business schools around the globe.
From 1996 to 2006, she had a chair at Imperial College Business School, University of London in the UK and for a decade prior to that, was a Professor at IMD Lausanne Switzerland. Currently she is an Extraordinary Professor at Gordon Institute of Business Studies (GIBS), University of Pretoria, South Africa, an Associate Fellow at Imperial College Business School London an Adjunct Professor at European School of Management and Technology (ESMT) Germany and a Senior Associate with Deloitte Consulting.
Bibliographic Information
Book Title: Breaking Through, 2nd Edition
Book Subtitle: Implementing Disruptive Customer Centricity
Authors: Sandra Vandermerwe
DOI: https://doi.org/10.1057/9781137395511
Publisher: Palgrave Macmillan London
eBook Packages: Palgrave Business & Management Collection, Business and Management (R0)
Copyright Information: Palgrave Macmillan, a division of Macmillan Publishers Limited 2014
Hardcover ISBN: 978-1-137-39549-8Published: 12 March 2014
Softcover ISBN: 978-1-349-48419-5Published: 01 January 2014
eBook ISBN: 978-1-137-39551-1Published: 12 March 2014
Edition Number: 1
Number of Pages: XVII, 292
Topics: Marketing, Business Strategy/Leadership, Customer Relationship Management