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Breaking Through : Implementing Customer Focus in Enterprises - Sandra Vandermerwe

Breaking Through

Implementing Customer Focus in Enterprises

Hardcover Published: 4th June 2004
ISBN: 9781403935038
Number Of Pages: 209

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In this book the author brings together distinctive and cutting edge work based upon her own research and work with leading companies in the overlapping areas of strategy, marketing and innovation to provide a new and dynamic model to implement customer focus in enterprises. In an environment of falling margins the model shows how to increase value to customers and improve business results.

'Brings together work with leading companies in the overlapping areas of strategy, marketing and innovation to provide a new, dynamic, model that helps implement greater customer focus within enterprises. Essentail reading for anyone concerned with these issues.' - Long Range Planning



'This is an interesting and well-written book that challenges many conventions.' - Professional Manager

List of figuresp. vii
List of tablesp. ix
List of boxesp. xi
Introductionp. 1
The Awakeningp. 9
Create Strategic Excitementp. 11
Why the Mighty Fallp. 11
Hiding Behind the Numbersp. 14
Raising Aspirationsp. 20
Finding 'Points of Light'p. 24
Recast the Business Modelp. 28
Grounding Theory into Practicep. 28
Turning the Product Cornerp. 31
Why Customer 'Lock-On'?p. 36
Unifying the Customer Conceptp. 43
The Discoveryp. 49
Articulate the New Market Spacep. 51
Broadening Boundariesp. 51
Deciding on the Market Spacep. 55
Identify the Value Opportunitiesp. 61
Value Gaps and Black Holesp. 61
Creating Customer Valuep. 68
Finding the Hidden Goldp. 71
Getting Tractionp. 77
The Storyp. 81
Build a Compelling Casep. 83
Stories Versus Business Plansp. 83
Building the Story Around Customersp. 88
Size the Prizep. 97
Changing the Arithmeticp. 97
Unlocking New Customer Currencyp. 102
The Total Value Equationp. 109
The Engagementp. 113
Model the Conceptp. 115
Getting Buy-Inp. 115
Involving Customersp. 121
Rules for Successp. 123
Going for the Hot Spotsp. 128
Get People Working Togetherp. 132
A Passion for Sharingp. 132
Mixing and Merging Silosp. 136
Finding External Partnersp. 143
The Rewardp. 151
Get Critical Massp. 153
Compounding Customer Take-Upp. 153
Managing the 'Push/Pull' Rhythmp. 162
Gather Momentump. 166
Leveraging the Investmentp. 166
Outpacing Through Know-Howp. 174
Measuring and Communicating Successp. 179
Moving Forwardp. 186
Referencesp. 191
Indexp. 199
Table of Contents provided by Ingram. All Rights Reserved.

ISBN: 9781403935038
ISBN-10: 1403935033
Series: Bloomberg Professional Library
Audience: Professional
Format: Hardcover
Language: English
Number Of Pages: 209
Published: 4th June 2004
Publisher: SPRINGER VERLAG GMBH
Country of Publication: US
Dimensions (cm): 24.23 x 16.36  x 1.8
Weight (kg): 0.47
Edition Number: 1