By Prof. Dr. Peter Vervest, Al Dunn (auth.)
What is so diversified approximately trendy electronic company applied sciences? Why is "digitisation" so vital? Why is the net making such super effect? What should still my employer do? What should still I do?
the right way to win buyers within the electronic international provides a template for seizing the possibilities of the recent electronic enterprise technolgies. It speaks approximately what the expertise can do for you, as a person, senior supervisor, strategist, marketeer or revenues director?
Six circumstances are awarded - the military, the airline, the financial institution, the police, the telecommunications operator and the submit. those real-life instances reveal either the facility and the hazards of the electronic enterprise technologies.
The winners use the expertise to make front-line humans the purpose of decision-making; to release information regarding buyers; and to regulate the fulfilment in their commitments. those are overall motion businesses, making each job inside of their service provider at once suitable for his or her customers.
The losers fail to alter the "logic" in their business enterprise and endure expanding levels of "corporate autism": extremely smart yet inward dealing with company behaviour with little, if any, relevance for the skin global. They placed the know-how in position, yet this simply amplifies the shortcomings in their current organisation.
The authors - either skilled execs within the box of telecommunications and administration schooling - take you on a discovery journey of the hot administration options to create the profitable employer within the electronic international of tomorrow.
Read or Download How to Win Customers in the Digital World: Total Action or Fatal Inaction PDF
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Additional info for How to Win Customers in the Digital World: Total Action or Fatal Inaction
Amazon has no retail store space. Its inventory is about 2% of that of Barnes & Noble. It discounts some 400,000 honks, cutting paperback price~ hy 20% and hardbacks by 30'Yo. for the UK buyer, the savings arc of the order of 40%. Amazon also has an excellent cash flow advantage. 'Vhen you buy the book, Amazon collects from your credit card immediately. It then pays the book publishers 45 days later. More than this, through agreements with other web sites, Amazon can attract potential buyers to its site.
3 Total Action elements 45 imaginary example: You want a loan. Have you chosen your flightsl You need a short-term loan in order to buy a ticket for a visit to Australia so you telephone your bank. Your Financial Services Manager [FSMllistens to your request. ' In Total Action the response is different. The FSM raises your 'screen' on her 'customer dashboard': her gateway to the bank's information and transaction world. Immediately she sees your customer profile, together with information on your recent transactions with the bank.
You can say 'no' to any customer request. The important point is that most organisations don't even hear the customer requests, much less say nOj they simply tamper with the issue, take an excessive time to take a decision, fail to inform the customer in case the customer is upset, and basically make it very difficult and frustrating for the customer - and for themselves. Not all customers bring equal profit - or 'value' - to the company. This can be the basis for discriminating between services to different customers - but you can't do this if you don't understand how much of that customer's business you have [and vice versa], or what the company's goals with the customer should be.