SMART CUSTOMER MANAGEMENT

The Complete Guide to Customer-Centric Management

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Based on the research carried out by the author for the last five years and his extensive experience as a business consultant, Smart Customer Management provides a complete guide to:

style6 Understanding the real implications of the New Age of Customers

style6 Learning why the customer is the key asset of the company, and how value creation processes must adapt

style6 Transforming organizations from the’ traditional “inside-out” approach to a customer-centered “outside-in” approach

style6 Implementing the Smart Customer Management strategic framework

style6 Deploying the IT tools needed to unfold the full potential of SCM organizations

Always from a practical perspective, the author also analyzes the main principles governing the Smart Customer Management framework and examines the implementation strategy step by step.

Smart Customer Management shows how organizations may create customer-based competitive advantages hard to overcome by competitors and increase profitability,  and what the capabilities and resources needed to achieve success are.

Silueta_header_web FRANCISCO JAVIER NAVARRO, AUTHOR 

Francisco Javier researches and consults for organizations on customer-centric management and implementation. He is also the author of several works on the relationship between customers, innovation, technology and  business competitiveness.

Francisco Javier has an extensive professional experience in the business consulting industry, where he has held several consulting positions at companies like Arthur Andersen, Andersen Business Consulting and Bearing Point. Previous to his incorporation to the consulting sector, he developed his professional career in the airlines and banking sectors.

Currently, he is Managing Director of consulting firm Zinkea Business Consulting, dedicated to advise private and public organizations on how to implement customer-centric management initiatives that foster competitiveness and innovation capabilities. Francisco Javier lives in Madrid (Spain) with his wife and two daughters.

TABLE OF CONTENTS

Introduction: New Strategies For New Customers

PART I. FOUNDATIONS OF SMART CUSTOMER MANAGEMENT
Chapter 1. The Customer Revolution Has Begun
Chapter 2. What Is Smart Customer Management All About?
Chapter 3. The Five Principles Of Smart Customer Management

PART II. THE MODEL FOR IMPLEMENTATION
Chapter 4. The Smart Customer Management Model
Chapter 5. Formulating And Sharing A Smart Customer-Centric Strategy
Chapter 6. Knowing Your Customers To Improve Relationships
Chapter 7. Designing A Superior Customer Relationship
Chapter 8. The Ultimate Goal: Customization
Chapter 9. Measuring Performance And Results

PART III. MANAGING THE TRANSFORMATION PROCESS
Chapter 10. Designing The Customer-Centric Organization
Chapter 11. Effective Information Technology Governance
Chapter 12. Evolving From Products To Solutions
Chapter 13. The Change Management Roadmap

PART IV. ESSENTIAL IT TOOLS
Chapter 14. CRM: The Engine For Building Customer Relationships
Chapter 15. Customer Analytics: The Technology Behind Real-Time Knowledge
Chapter 16. Social Media: Constructive Dialogue With Customers
Chapter 17. Deploying IT Tools
Chapter 18. Choosing A Strategic IT Partner

WHAT NEXT?
Index
About the author

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Also in Spanish

Gestión Inteligente de Clientes

Estrategias para Prosperar en la Nueva Era del Cliente

About Smart Customer Management

Smartcustomermanagement.com is the official HUB of the Smart Customer Management Model and community. We strive to bring you the best practices and training to successfully address the challenges of the New Age of Customers. The benefits your organization may obtain by following the ideas and strategies of Smart Customer Management are huge and decisive for future growth.