以顾客为中心之真正含义（Customer-centric is the real meaning）To resolve "customer-centric" -- to change ideas, to change in organization
Most modern managers acknowledge that "customer orientation" is important to enhance enterpri competitiveness. But their efforts to win customers have often been costly and have little effect. The reason for this is that their understanding is too superficial for the true meaning of customer orientation. Fortunately, there are some business that go beyond the development of new technologies, new products and rvices, and through comprehensive organizational change, it is achieving a deeply customer-oriented approach that is almost impossible to emulate.
Depth of customer orientation is not bought customer relationship management (CRM) software to track the customer's purcha behavior, is not some sophisticated new products design, nor even custom car production process according to customer requirements. It is deeply rooted in the enterpri, and it is a recognition of why, what and why.
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Deeply customer-oriented companies are constantly thinking about better, faster, and more convenient ways to meet customers' needs, and thus ultimately make customers feel inparable. Whatever the customer needs to do, a deeply customer-oriented company can outperform when it offers the results e
very customer eks. Through continuous innovation, customer feedback and the application of knowledge, companies become indispensable. When this relationship grows stronger, the real sustainable gains come with it. No product or rvice
per can achieve this effect. The behavior of the company is cloly related to the behavior of customers. In the long run, customers will pay more for more diversified products and rvices. In this way, customers "reward" business, giving it opportunities for profitable growth.
Imagine yourlf as a customer. For example, you want a health plan added some fresh content, or would like to with a focus on solve the problem of you a lot of health and safety health insurance companies keep a relationship? A company not only provides insurance products, but also help you to solve about health and safety aspects, so a lot of problems can prevent, even if you are old, there will be no unnecessary trouble and extra spending. Danish InternationalHealthInsurance is such an insurance company, it operates in 150 countries. It is also the breakthrough process and tools that the company managers have realized when they understand deep customer orientation.
Such a process can be divided into ten key breakthrough points, which can help describe the stages that a business must go through.宇宙未解之谜
Create strategic excitement
污学校This is the first breakthrough when there are enough important people in the enterpri to create a n of crisis and recognize that you have to find new ways of doing things, otherwi you will miss out on business opportunities.
But someone el has to help them e it and feel it. It is easy to spot the breakthrough when companies arrive at a crisis
turning point or a slowdown in some key financial indicators. Harder to do, and more rewarding, is to inject a new direction of excitement before the transition period, so people feel inspired rather than scared.
When customers start to cut back on spending on materials (becau they can now get publications from the web, and often free), that's what patu does. The group is one of the world's leading information providers, and padu has rved as chairman and CEO of its U.S. company and federal market. At the beginning, it was intended to cut costs and discover new information. But patu intuited that the old approach could neither cure market position for long, nor create new sources of wealth. In order not to let customers leave, he offered a point of view that uplifts his nior team. The
idea is that professionals are willing to pay for information that helps them make better, quicker decisions when they have to make risky, high-paying decisions. Mr. Padu and his team have developed information products that help professional customers make decisions, outpacing rivals in three years, boosting customers' purchas and increasing profits.
Explore the inner guide
Becau of the depth of customer orientation requires new ways of doing things, not just to listen to your customers and respond, so the company needs to have some open managers, they are determined to say goodbye to the past, in the formidable unknown feeling. Such managers are the leaders of a company. The guides, in addition to accepting new ideas, inspire their colleagues with their actions and confidence. Their enthusiasm
87书库will eventually permeate the enterpri, but at the beginning, none of them knew how to change the status quo and create the future.
Third, define market new space
Business must define a new market space, which depends partly on rearch, but more on deep i小小金融
nsight. Many business rely heavily on market rearch, but market rearch is not helping to create the future that even customers can't imagine.
To define market space is to achieve customers through hard work. It enables an isolated product department and functional department to visually e how it can work with other departments to provide first-class products to customers. For example, LexisNexis employees once thought they were working for a single databa or business department. They never realized that it would be better for professionals to make better decisions, or, in the words of the company, to participate in the market space of a nior decision support management. This space is named after the customer's achievements, giving employees clear ideas, n of direction and common goals.
Rely on market rearch to let customers tell us what they want, becau new ways of doing things often conflict with past habits. In the past, the patient has been in hospital for rehabilitation, until Baxter medical products company general manager of the German branch staff asked to put their family rehabilitation after strengthening work as doing, not just to the hospital to provide postoperative nourishment, this practice was not able
to change. In the past, when patients returned home, the company usually provided basic rvices a
2020久久nd equipment such as nurs and wheelchairs. When a new market space is expresd, however, a new direction can be clearly communicated to doctors, hospitals, patients, Baxter's headquarters and partners.
Eventually, the German branch and some of its partners created a new, profitable business called home supply and recovery
4. Identify value opportunities
过年风俗作文The next step, identifying value opportunities, requires a small team of the best minds. The CEO or head of a business, district, or business unit must lead or support the team to ensure that it has sufficient resources, time, and staff (usually two or three). You can add or subtract its members as needed, but you must have a leader who will stick to the next few stages.藕丁怎么炒好吃
In this stage of identifying value for the customer and ultimately for the company, the manager reflects that he feels energetic and the business concept begins to form. The tool of value recognition is customer behavior cycle analysis. Using this tool, can be systematically obrve customers to complete a task through what behavior, thus found the gap which behaviors (customer can or should be), and can u any way to help customers achieve the goal to make up for the gap.
Baxter medical successfully defines a new market space, but only when the customer behaviour cycle analysis reveals the preci the needs of the patient in the preoperative, intraoperative and postoperative, Baxter was able to clear what it must be provided
