books, articles & extracts
Breaking Through 2nd Edition: Implementing Disruptive Customer Centricity

Palgrave Macmillan, April 2014


Breaking Through: Implementing Customer Focus in Enterprises

Palgrave Macmillan, August 2011

see google books link for extract
google books
also see Palgrave Macmillan link for details
macmillan books

Customer Capitalism

John Wiley & Sons Inc. September 2001
Blending the hot topics of new technology, market spaces, competitive strategy and customer behaviour, Customer Capitalism stands conventional wisdom on its head by introducing a new business model which shows how any business can generate increasing returns and gain a massive competitive advantage. Taking examples from companies as diverse as and Mondex, Microsoft and Monsanto, the author explains how businesses can escape the traps of a traditional mindset and originate for the customer rather than the product. These enterprises transform classic product/service categories, moving them away from market share into new “market spaces” where they find new ways of doing for customers. Customer Capitalism does what old capitalism could never do - it gives corporations a sustainable edge. Sandra Vandermerwe shows how to relate the ten principles of customer capitalism to your business and achieve the multiple and exponential rewards of increasing returns. Customer Capitalism generates growing customer value streams from ever-deepening and expanding relationships with individuals who lock-on to an organisation. These customers become an “installed customer base” who want the organisation as their dominant or sole choice on an ongoing basis. The new enterprise becomes the standard for these new ways of doing things by gathering market momentum. A growing number of individuals see and use the new way of doing things, making the enterprise ever more prevalent, and its brand increasingly infectious to others. Central to the concept of customer capitalism are six positive feedback loops which ensure customer lock-on and accelerating growth. Once the loops go into motion as one interlinking, reiterative system then the real forces of the new market and economic dynamics of customer capitalism come into play. Customers become the competitive barrier. Advantage leads to more advantage, success to more success, accumulating increasing returns in new market spaces.

The 11th Commandment

John Wiley & Sons Inc. November 1996
How many of today’s leading corporations are successfully winning back old customers and attracting new ones

The new purchasing patterns of disenchanted customers and the demise of brand loyalty have compelled many endangered corporate giants to radically alter their thinking about product design and marketing. This book describes how leading companies such as IBM, Nestle, Dupont, AT&T, and Panasonic have stopped creating products for “buyers” and have started considering the long-term needs of users.

This book is packed with real-world cases which demonstrate crucial ideas, tools, and techniques in action at leading firms

The ideas and concepts expressed in this book come from over a decade of studying and working with different organizations, watching a new paradigm emerge and being made to happen by the men and women who run some of the world’s leading corporations and institutions. “Understanding our customers, their needs and expectations has been and continues to be a journey for our company. The Eleventh Commandment is the perfect travel companion by offering a rare combination of experience-based insights from leading companies and challenging new concepts on the many dimensions of building and keeping long-term customer relationships. I am convinced that Sandra Vandermerwe’s book will provide our managers with a valuable source of inspiration for moving even closer to our customers in the future.” Rolf Hiippi, Chairman & CEO, Zurich Insurance Company, Zurich, Switzerland. “Sandra Vandermerwe is one of the most innovative thinkers in her field … she has a deep insight into Services, based on her consulting work with leading companies, many of which have a global reach. This new book gives a new understanding to the creation of value in the eyes of the customers on a sustained basis.”Fean-Charles Levy, General Manager, IBM Eurocoordination, Paris, France. “The Eleventh Commandment is an excellent book that first and foremost asks the right questions, but importantly it also provides many right answers. The Customer Activity Cycle is the key which opens the door to a rich menu of new theory based on latest best practice. For reflective practitioners who need to link theory to practice, it’s a must.” Derek F. Abell, IMD, Lausanne, Switzerland. “This is a very readable book but it is not an easy read. It’s feisty and provocative and at times I felt downright uncomfortable. We’re not really like that, are we? … it’s not just theoretical, it’s practical and peppered with common-sense examples and good practices. A must read for anyone who thinks seriously about business.” Steve Rogers, General Manager, Fuji Xerox Asia Pacific Pte Ltd. “… goes beyond the ‘talk’ of customer focus; it shows the depth of the new thinking, and how to succeed using it. I want everyone who joins us to read this.” Patty Lyon, Senior Partner, Ogilvy & Mather Direct, New York, USA. “Unlike other strategic marketing books, she provides a real workable tool that all managers in any organization can quickly use to understand, explore and invent what a customer values most. The tool is most powerful and almost guarantees new business when used together with the customer to explore the new competitive spaces.” Peter Lewis, Managing Director, Fiffy Packaging Company Ltd, Cheshire, UK.

From Tin Soldiers to Russian Dolls: Creating Added Value Through Services

Butterworth-Heinemann, January 1995
From Tin Soldiers to Russian Dolls examines the key strategic question of the 1990s - how will companies gain market dominance now that the emphasis has shifted from products to customer service? It examines what is happening to corporate strategy and attitudes. At the same time the author suggests what manufacturers and service companies can do to adapt their structures, skills and strategies thereby adding value through services.

Good Business Makes Poor Customers Good Customers - BUSINESS STRATEGY REVIEW

Issue 4 2010
For Full article download link: BUSINESS STRATEGY REVIEW

How increasing Value to Customers Improves Business Results - MIT SLOAN MANAGEMENT REVIEW

October 2000
see link for details: MIT SLOAN REVIEW

Achieving Deep Customer Focus - MIT SLOAN MANAGEMENT REVIEW

April 2004
see link for details MIT SLOAN REVIEW


For a full list of books and articles from Harvard Business Review please visit HARVARD BUSINESS REVIEW





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