Managing Customers Through Economic Cycles
John Wiley & Sons Inc (Hersteller)
978-1-119-20857-0 (ISBN)
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Consistency of values and experiences keeps companies from having to be reactionary and short sighted in a down economy. Thanks, John, for another practical lesson." John Quinn, former Customer Service and Support Executive, Bank of America "In good times and bad, forecasting where business is headed is both art and science. As John McKean so eloquently states, marrying data driven analytics with consumer insight is critical for managing through tough economic cycles. This book is a must read for anyone intent on driving greater profitability and consistently out-behaving the competition." Joni Newkirk, CEO, Integrated Insight, Inc., former SVP, Business Insight & Improvement, Walt Disney Parks & Resorts "John McKean continues his pursuit of the profitable customer through the turbulent world of boom and bust. His book provides valuable insights into how businesses survive and thrive in a volatile economic climate." Trevor Dukes, Business Systems, WH Smith "The rise of customer power coupled with challenging economic conditions demand that organizations leverage the power of the Internet and related technologies to stay relevant to their customers.
As John McKean points out in his compelling new book, successful firms have built a core competency in leveraging information technology not only to survive economic transitions but thrive in an ever-changing economy." Erik Brynjolfsson, Professor, MIT Sloan School and co-author of Wired for Innovation: How Information Technology is Reshaping the Economy "It would be hard to name a more relevant or timely topic for sales and marketing today than that of how to cope with economic downturns and upturns, and this is exactly the subject John McKean has insightfully tackled head-on in Managing Customers Through Economic Cycles." Don Peppers and Martha Rogers, Ph.D., Peppers & Rogers Group
JOHN MCKEAN is the Executive Director of the Center for Information Based Competition, which provides thought-leadership and practitioner-level guidance to help businesses advance to a mastery level of customer information, interactions, and communities ranging from human-to-human to social media/mobile conversations both as rational consumers and high-order intuitive people. He is frequently called on by the world s leading businesses to inspire new levels of customer awareness and effectiveness through fact-based insights and a passion for customer excellence. John McKean s real world customer work is balanced with the academic rigors of guest lecturing at MIT Sloan Graduate School and postgraduate work at Harvard University.
Acknowledgements. 1. Introduction. 2. Predicting/Preparing for Economic Transitions. 3. Science of How Consumers Buying Changes over Cycles. 4. Consumer Loyalty Strengths/Vulnerabilities in Cycles. 5. B2C Approaches for Dynamic Consumer Needs/Value Tradeoff. 6. B2B Approaches for Different Economic Cycles. 7. Mastering Information across Economic Cycles. 8. Managing the Employee Factor through Cycles. 9. Leveraging the Power of the Community (Physical and Online). 10. Summary. Index.
| Verlagsort | New York |
|---|---|
| Sprache | englisch |
| Maße | 152 x 229 mm |
| Gewicht | 666 g |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb |
| ISBN-10 | 1-119-20857-2 / 1119208572 |
| ISBN-13 | 978-1-119-20857-0 / 9781119208570 |
| Zustand | Neuware |
| Informationen gemäß Produktsicherheitsverordnung (GPSR) | |
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