Business Solutions on Demand: Creating Customer Value at the Speed of Light - Hardcover

Stone, Merlin

Hardcover

ISBN 10: 0749441720 ISBN 13: 9780749441722

Publisher: Kogan Page, 2004

Synopsis

Based partly on IBM's own transformation and partly on the transformation that IBM has helped clients to achieve, <i>Buisness Solutions on Demand</i> shows how companies can increase sales and improve margins by introducing a range of solutions. It emphasizes the need to continually exceed customers' expectations.

About this title

About the Author

<p><b>Professor Merlin Stone </b>is one of the UK's top specialists in changing organisational capability to meet the needs of customers and stakeholders. His experience covers many sectors, and he also trains, coaches and mentors senior managers. He is Research Director and Director responsible for the Customer, Citizen and Stakeholder Management Practice at WCL, specialists in change management and customer/stakeholder management.<br><br><b>Merlin Stone</b> is author or co-author of many articles and thirty books on transforming marketing, sales and customer service capabilities, including <i>Customer Relationship Marketing</i>, <i>Consumer Insight</i>, <i>Marketing Revolution</i> and <i>Business Solutions on Demand</i>. The UK's Chartered Institute of Marketing listed him in 2003 as one of the world's top 50 marketing thinkers, while NOP World nominated him in 2004 as one of 100 most influential individuals for their input and influence on the development and growth of e-commerce and the internet in the UK over the previous 10 years. He is an Fellow of the Chartered Institute of Marketing and an Honorary Life Fellow of the UK's Institute of Direct Marketing. He is also on the editorial advisory boards of several academic journals and writes for several trade publications.<br><br><b>Merlin Stone</b> has a first class honours degree and doctorate in economics from Sussex University, UK. In parallel to his business career, he has also pursued a full academic career. He has held senior academic posts at various universities. He is now a part-time professor at Bristol Business School and a visiting professor at several others.</p>

From the Back Cover

Business Solutions On Demand

Find out:

why corporations need to provide business solutions to stay competitive
why business customers want to buy solutions
what it takes to move from supplying products and services to creating and delivering solutions
how you can learn from the experiences of leading suppliers of business solutions

"Marketing must change or become irrelevant in today's business world. This book tells you why, what and how to transform your marketing for business success."
Peter Fisk, CEO, The Chartered Institute of Marketing

"The authors slant on business transformation is new and original but backed with excellent analysis that moves the whole subject forward."
Trevor Richer, Business Development Director, Cable & Wireless

"Marketing transformation IS business transformation. This important book shows how to bring about that transformation."
Neil G Morris, Deputy Managing Director, Institute of Direct Marketing

"The authors demonstrate how marketing and enterprise transformation towards integrated communications and solutions lead to high value AND high efficiency."
Professor Angus Jenkinson, Centre for Integrated Marketing

"Provides a range of competitive strategies that organizations can adopt in order to bring about significant improvements in business performance."
David Gilbert, Professor of Marketing, University of Surrey

Excerpt. © Reprinted by permission. All rights reserved.

<p>1 Business strategy and transformation Mark Cerasale<br><br> Introduction; Business leaders face increasing pressure; Business strategy; Strategic vision; Business design; Summary; Notes<br><br> 2 Transformation in food retailing Howard Cox, Simon Mowatt, Martha Prevezer, Mark Cerasale and Merlin Stone<br><br> Introduction; The frozen food industry in the United Kingdom; The chilled ready meals industry in the United Kingdom; Conclusion; A global movement; Summary; Notes<br><br> 3 The low-cost business model Mark Cerasale<br><br> Introduction; The causes of change; From product value to customer value; Summary; Notes<br><br> 4 The solutions business model Mark Cerasale<br><br> Introduction; From products to services; From service to solutions; Customer value through solutions; Summary; Notes<br><br> 5 Transformation in the information technology industry Mark Cerasale and Merlin Stone<br><br> Does IT matter?; The nature of innovation; Innovation in the IT industry; IBM's solutions journey; Information technology in the 'on-demand' world; Summary; Notes<br><br> 6 Industries transforming Mark Cerasale, Merlin Stone, Glenn Taylor and Bryan Foss<br><br> Introduction; Fast-moving consumer goods industry; The media and entertainment industry; The aerospace and defence industry; The freight and distribution industry; Retail financial services; Summary; Notes<br><br> 7 Business innovation Abigail Tierney and Mark Cerasale<br><br> Introduction; Can you manage for innovation?; What are common inhibitors to innovation?; How your company's processes, strategies and organizational structure can support innovation; What are the signs of solution opportunity?; Conclusion; Summary; Notes<br><br> 8 The business innovator Abigail Tierney<br><br> Introduction; My background; My job; Conclusion<br><br> 9 Solution creation and delivery Mark Cerasale and Alan Clark<br><br> What solution providers do; The need for business information; Traditional sales and distribution; The emerging demand for solutions; Suppliers introduce solutions; Solution creation and delivery process; Solution creation and delivery people; Summary; Notes<br><br> 1 The customer relationship manager Glenn Taylor<br><br> Introduction; Solution selling; Career development; Conclusion<br><br> 11 Solution marketing Mark Cerasale<br><br> Introduction; From product to customer value; The importance of services capabilities and enablers; Marketing: the low cost route; Services marketing versus solution marketing; Solution marketing; Summary; Notes<br><br> 12 The industry marketing manager Lucia Cuttle<br><br> Background; Introduction; The role; Market planning; Relationship marketing; 'Team IBM'; Conclusion<br><br> 13 Knowledge management John Griffiths, Mark Cerasale and Merlin Stone<br><br> What is knowledge?; Knowledge workers; Knowledge products; Customer knowledge; The value of knowledge; Knowledge management; Knowledge management in traditional companies; Knowledge management in low-cost companies; Succeeding with knowledge management; Conclusions; Summary; Notes<br><br> 14 The knowledge manager Kevin Wheatly<br><br> 15 Business design Mark Cerasale<br><br> Introduction; Economic change; The customer revolution; Core competencies; The Hollywood studio operating model; The network economy; Solution business designs; Solution capabilities and enables; Solution culture; Conclusion; Summary; Notes<br><br> 16 Change management Julie Adams<br><br> Introduction; Change on this scale is organizational and personal; The value of change management; Leadership is vital; Developing a business case; Ability development and addressing capability gaps; Creating the right organizational framework; Culture: don't blame and don't ignore; Making it happen: an integrated implementation approach; Lessons learned; Summary; Conclusion for the book; Notes</p>

Edition details

• Publisher: Kogan Page
• Publication date: 2004
• Language: English
• ISBN 10: 0749441720
• ISBN 13: 9780749441722
• Binding: Hardcover
• Edition number: 1
• Number of pages: 297