Description
Book SynopsisHow organisations can drive growth in the Customer Economy
The Digital Revolution has changed the business landscape in remarkable ways and will continue to do so. Organisations across industries and around the world are being disrupted and digitised at increasing pace putting far more power in the hands of both customers and end-consumers. The traditional inside-out, functionally-siloed business model, typical of the product and sales-led growth era is over. The Customer Catalyst shows how organisations can put customers truly at the heart of their business and catalyse genuine, sustainable growth.
Future business models are no longer about functions they are beginning to revolve around customers. Customer-led companies will, over time, unpack their static functional activities and transform their structure. Customer advocates already wield massive influence in a customer's buying process, and this is only set to increase. This is already changi
Table of Contents
Foreword vii
Introduction xi
Growth xxiii
Chapter 1 Voice 1
Chapter 2 Culture 29
Chapter 3 Experience 63
Chapter 4 Technology 97
Chapter 5 Digital 131
Chapter 6 Success 155
Chapter 7 Health 185
Chapter 8 Engagement 227
Chapter 9 Co-creation 251
Chapter 10 Advocacy 293
Some final words 331
Index 335
