The Customer Revolution - Hardcover

Seybold, Patricia; Marshak, Ronni T.

Hardcover

ISBN 10: 0712669841 ISBN 13: 9780712669849

Publisher: Random House Business Books, 2001

Synopsis

The changes caused by the Internet revolution in the last six years are the equivalent in scope, drama and impact on business to the first 100 years of the Industrial Revolution. If the last six years have changed the face of business so fundamentally, what will the next few bring?Those companies on the forefront will be the ones who design an organisation structure, develop a set of business models, and have a product portfolio that can be all be altered overnight based on customer behaviour, feedback and suggestions.--Based on extensive research in North America, Europe and Asia - i.e. completely international--Covers many detailed case examples of cutting-edge practices by leading companies around the world- those in the forefront of their industry

About this title

Review:

In The Customer Revolution, Patricia Seybold describes the changing significance in business of customers. It used to be that developing customer relationships in a mass-market economy didn't matter. All a successful company had to do was make a product that people generally liked--build it and they would come. Seybold thinks those days are gone. Thanks to the Internet, customers matter more than ever, and companies that don't get it simply won't make it. In the book she writes, "For the first time in the history of modern business, it's now cost-effective for companies to establish relationships with each and every customer who wants us to know him."

Seybold outlines the principles of the "customer economy" and looks at 14 companies, including Charles Schwab, snap-on, and Hewlett Packard, who are in the process of refocusing their businesses to meet customer needs and expectations by measuring and running their businesses on metrics such as customer satisfaction, acquisition, retention rates, and wallet share. In the customer economy, building brand means more than creating a clever logo--it requires creating an "experience that your customers love". She offers up a set of practices--what she calls a "customer flight deck"--that allows companies to monitor and tune the success of their customer contacts. Customer relationships are so important, that Seybold believes that a new metric of corporate reporting will emerge alongside profit and loss, return on assets, and PE ratios--one that she calls a "customer value index" designed to give investors the means to measure a company's performance by looking at the present and future value of its customer base. As with her previous book, Customers.com, The Customer Revolution should be required reading for managers at any company--old or new--who are assessing the real impact of the Internet on their businesses. --Harry C Edwards

Review:

4 stars -- Internet Business Magazine

A long overdue explanation of how customer relationships now count in a way that they have never counted before -- The Times

details the steps you and I must follow to transform customer capital into shareowner value in her compelling, convincing new book -- C Patrick Garner, CEO, The Motley Fool Inc

practical guidance... she not only shares the logic, but also gives real-world examples of how to make it a reality -- John R Samuel, Vice President e-business, American Airlines

should be required reading for managers at any company who are assessing the real impact of the Internet on their businesses -- Amazon.co.uk review: Harry C Edwards

About this edition

• Publisher: Random House Business Books
• Publication date: 2001
• ISBN 10: 0712669841
• ISBN 13: 9780712669849
• Binding: Hardcover
• Number of pages: 416