How to Win Customers in the Digital World

Total Action or Fatal Inaction
Softcover Nachdruck of the original 1. Auflage 2000
ISBN: 978-3-642-63065-1
Verlag: Springer

Buch, Englisch, 250 Seiten, Format (B × H): 155 mm x 235 mm, Gewicht: 423 g

Providing a template for seizing the opportunities offfered by digital business technologies, this book presents six real-life cases to demonstrate both the power and risks involved. The authors - both experienced professionals in management education and telecommunications - introduce Total Action concepts and methodologies - where every activity inside the organization is directly relevant for its customers. Winners use these to make front-line people the point of decision making, to unlock information about customers, and to manage the fulfillment of their commitments. The result is a discovery tour of new management concepts that will help your business triumph in todays digital world.
From the reviews: "This book is mandatory reading for every manager and professional." - Thomas Middelhoff, Chairman & CEO Bertelsmann AG; "This is a powerful and straightforward starting point for all managers and organizations seeking to master the new frontiers of business." A.-W. Scheer, Chairman of the Supervisory Board IDS Scheer AG

Zielgruppe

Professional/practitioner

Autoren/Hrsg.

Vervest, Peter

Dunn, Al

Weitere Mitwirkende

Hoogeweegen, M.

Cameron, N.F.

Weesing, T.

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Management
• Mathematik | Informatik EDV | Informatik Angewandte Informatik
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Marketing

Inhaltsverzeichnis

1 The boardroom agenda.- 1.1 Win with your customer.- 1.2 The impact of digital business technologies.- 1.3 What makes it so difficult?.- 1.4 The Total Action scorecard.- 1.5 The Total Action model.- 1.6 Questions from the board.- 2 Digital business technologies and Total Action.- 2.1 The new digital business technologies.- 2.2 Why are digital business technologies so important?.- 2.3 Total Action elements.- 2.4 The Total Action model.- 3 Weeding out Fatal Inaction.- 3.1 What is Fatal Inaction?.- 3.2 The roots of Fatal Inaction.- 3.3 The characteristics of Fatal Inaction.- 3.4 Moving out of Fatal Inaction.- 3.5 The Total Action scorecard.- 3.6 The sum is greater than the parts.- 4 The Total Action casebook.- 4.1 The casebook approach.- 4.2 The US Army case.- 4.3 The American Airlines case.- 4.4 Banking on information: the First Direct case.- 4.5 Total Action policing.- 4.6 Trying to connect to you.- 4.7 The postman never rings twice.- 5 Engaging outside-in: the route to Total Action.- 5.1 The challenges of Total Action.- 5.2 Why should we do this…and what’s different?.- 5.3 Where - and how - do we begin?.- 5.4 Mindset over matter.- 5.5 What next?.- Notes.- About the authors.