Author: Elizabeth Harrin
Publisher: Routledge
ISBN: 1351946609
Category : Business & Economics
Languages : en
Pages : 132
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Book Description
There has been a sea-change in the focus of organizations - whether private or public - away from a traditional product- or service-centricity towards customer-centricity and projects are just as much a part of that change. Projects must deliver value; projects must involve stakeholders, and Elizabeth Harrin and Phil Peplow demonstrate convincingly that stakeholders are the ones who get to decide what ’value’ actually means. Customer-Centric Project Management is a short guide explaining what customer-centricity means in terms of how you work and its importance for project performance; using tools and processes to guide customer-centric thinking will help you see the results of engagement and demonstrate how things can improve, even on difficult projects. The text provides a straightforward implementation guide to moving your own business to a customer-centric way of working, using a model called Exceed and provides some guidance for ensuring that customer-centricity is sustainable and supported in the organization. This is a practical, rigorous and well-researched text. It draws on established models and uses the example of project implementation in a healthcare environment to demonstrate the impact of this significant way of thinking about value. The authors can’t guarantee that the Exceed process will radically improve project success rates, and no process can. Adopting a customer-centric mindset and using the Exceed process to measure and monitor customer satisfaction will, however, help you move towards working with happier, more engaged stakeholders.
Author: Bruce T. Barkley
Publisher: McGraw Hill Professional
ISBN: 9780071369824
Category : Business & Economics
Languages : en
Pages : 660
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Book Description
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Author: Richard C. Bernheim
Publisher: Multi-Media Publications Incorporated
ISBN: 9781554891047
Category : Business & Economics
Languages : en
Pages : 168
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Book Description
Research has shown that most projects fail not because of technological issues but, rather, issues related to people such as a lack of (or poor) communication, inadequate leadership, unclear lines of authority, and poor motivation. Dealing with individual behaviors, organizational culture, and internal politics can distract a project manager from value-added activities, leading to overwork, stress, and overall project chaos. Using three case studies to frame the analysis, this book illustrates the good, the bad, and the ugly sides of how people can affect a project's outcomes. It also explains the root causes of people issues and how to best deal with them while managing a project. Every project manager faces challenges when dealing with people. Read this book and learn how better to prevent these issues and how to resolve them when they do arrive.
Author: Peter Fader
Publisher: University of Pennsylvania Press
ISBN: 1613631413
Category : Business & Economics
Languages : en
Pages : 136
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Book Description
A 2019 Axiom Business Award winner. In The Customer Centricity Playbook , Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and every consumer.
Author: Daniel J. Paulish
Publisher: Addison-Wesley Professional
ISBN:
Category : Computers
Languages : en
Pages : 324
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Book Description
To fully leverage the value of software architecture in enterprise development projects, you need to expressly and consciously link architecture with project management. This book shows how, drawing on powerful lessons learned at Siemens, one of the world's leading software development organizations. The authors offer insight into project management for software architects, insight into software architecture for project managers, and above all, insight into integrating the two disciplines to maximize the effectiveness of both of them. Learn how to develop cost and schedule estimates for development projects, based on software architecture; how to clarify architecture so projects can be more effectively planned and managed; and then how to use architecture to organize, implement, and measure the project iteratively as work progresses.
Author: Ivy F. Hooks
Publisher: Amacom Books
ISBN: 9780814405680
Category : Business & Economics
Languages : en
Pages : 314
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Book Description
This is a guide to eliminating the waste of time, money and effort resulting from poor product development. It provides product definition requirements needed at the start of any product development process.
Author: Peter Fader
Publisher:
ISBN:
Category : Business planning
Languages : en
Pages : 128
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Book Description
Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.
Author: Minwir Al-Shammari
Publisher: Information Science Reference
ISBN: 9781613500910
Category : Customer relations
Languages : en
Pages : 315
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Book Description
"This book is a comprehensive collection addressing managerial and technical aspects of customer-centric knowledge implementation, contributing to the dynamic and emerging fields of organizational knowledge management, customer relationship management, and information and communication technologies"--Provided by publisher.
Author: Claudia Imhoff
Publisher: Wiley
ISBN: 9780471319818
Category : Computers
Languages : en
Pages : 516
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Book Description
Strategies for leveraging information technologies to improve customer relationships With E-business comes the opportunity for companies to really get to know their customers--who they are and their buying patterns. Business managers need an integrated strategy that supports customers from the moment they enter the front door--or Web site--right through to fulfillment, support, and promotion of new products and services. Along the way, IT managers need an integrated set of technologies--from Web sites to databases and data mining tools--to make all of this work. This book shows both IT and business managers how to match business strategies to the technologies needed to make them work. Claudia Imhoff helped pioneer this set of technologies, called the Corporate Information Factory (CIF). She and her coauthors take readers step-by-step through the process of using the CIF for creating a customer-focused enterprise in which the end results are increased market share and improved customer satisfaction and retention. They show how the CIF can be used to ensure accuracy, identify customer needs, tailor promotions, and more.
Author: Robin L. Lawton
Publisher: ASQ Quality Press
ISBN: 9780873891516
Category : Consumer satisfaction
Languages : en
Pages : 0
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Book Description
Creating a Customer-Centered Culture shows you how to successfully apply existing traditional management tools to knowledge and service work. it teaches you to think like customers so you can implement an organizational culture transformation on your way to total quality management in a jargon-free, step-by-step way.
