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Palgrave Macmillan

Breaking Through

Implementing Customer Focus in Enterprises

  • Book
  • © 2004

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Authors:
  1. Sandra Vandermerwe
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Table of contents (11 chapters)

  1. Front Matter

    Pages i-xiii
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  2. Introduction

    1. Introduction

      • Sandra Vandermerwe
      Pages 1-7

  3. The Awakening

    1. Front Matter

      Pages 9-9
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    2. Create Strategic Excitement

      • Sandra Vandermerwe
      Pages 11-27

    3. Recast the Business Model

      • Sandra Vandermerwe
      Pages 28-48

  4. The Discovery

    1. Front Matter

      Pages 49-49
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    2. Articulate the New Market Space

      • Sandra Vandermerwe
      Pages 51-60

    3. Identify the Value Opportunities

      • Sandra Vandermerwe
      Pages 61-80

  5. The Story

    1. Front Matter

      Pages 81-81
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    2. Build a Compelling Case

      • Sandra Vandermerwe
      Pages 83-96

    3. Size the Prize

      • Sandra Vandermerwe
      Pages 97-112

  6. The Engagement

    1. Front Matter

      Pages 113-113
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    2. Model the Concept

      • Sandra Vandermerwe
      Pages 115-131

    3. Get People Working Together

      • Sandra Vandermerwe
      Pages 132-150

  7. The Reward

    1. Front Matter

      Pages 151-151
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    2. Get Critical Mass

      • Sandra Vandermerwe
      Pages 153-165

    3. Gather Momentum

      • Sandra Vandermerwe
      Pages 166-189

  8. Back Matter

    Pages 191-209
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Keywords

About this book

In this book the author brings together distinctive and cutting edge work based upon her own research and work with leading companies in the overlapping areas of strategy, marketing and innovation to provide a new and dynamic model to implement customer focus in enterprizes. In an environment of falling margins the model shows how to increase value to customers and improve business results.

Reviews

'Brings together work with leading companies in the overlapping areas of strategy, marketing and innovation to provide a new, dynamic, model that helps implement greater customer focus within enterprises. Essentail reading for anyone concerned with these issues.' - Long Range Planning

'This is an interesting and well-written book that challenges many conventions.' - Professional Manager

About the author

SANDRA VANDERMERWE is Professor of International Marketing and Services at Imperial College Management School, London. She is a prolific and bestselling author whose work is based on ongoing, application driven research and collaboration with leading thinkers and practitioners. She works with several leading companies, has published in numerous academic journals and is on the editorial board of several international journals. Her bestselling books include, From Tin Soldiers to Russian Dolls: Creating Added Value Through Services (Butterworth Heinemann, 1993), The 11th Commandment: transforming to 'Own' Customers (John Wiley, 1996) and Customer Capitalism: Getting Increasing Returns in New 'Market Spaces' (Nicholas Brearley, 1999).

Bibliographic Information

  • Book Title: Breaking Through

  • Book Subtitle: Implementing Customer Focus in Enterprises

  • Authors: Sandra Vandermerwe

  • DOI: https://doi.org/10.1057/9780230514300

  • Publisher: Palgrave Macmillan London

  • eBook Packages: Palgrave Business & Management Collection, Business and Management (R0)

  • Copyright Information: Sandra Vandermerwe 2004

  • Hardcover ISBN: 978-1-4039-3503-8Published: 04 June 2004

  • Softcover ISBN: 978-1-349-51762-6Published: 04 June 2004

  • eBook ISBN: 978-0-230-51430-0Published: 04 June 2004

  • Edition Number: 1

  • Number of Pages: XIII, 209

  • Topics: Management, Business Strategy/Leadership

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