SMART CUSTOMER MANAGEMENT
The Complete Guide to Customer-Centric Management
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:
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.
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
About the author
Click on the links below to download free book contents:
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.