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How to Win Customers in the Digital World

Total Action or Fatal Inaction

Authors: Vervest, Peter, Dunn, Al

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eBook $39.99
price for USA in USD (gross)
  • ISBN 978-3-642-57141-1
  • Digitally watermarked, DRM-free
  • Included format: PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $79.99
price for USA in USD
  • ISBN 978-3-540-66575-5
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $54.99
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  • ISBN 978-3-642-63065-1
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
About this book

What is so different about today's digital business technologies? Why is "digitisation" so important? Why is the Internet making such tremendous impact? What should my organisation do? What should I do?
How to win customers in the digital world presents a template for seizing the opportunities of the new digital business technolgies. It speaks about what the technology can do for you, as a user, senior manager, strategist, marketeer or sales director?
Six cases are presented - the army, the airline, the bank, the police, the telecommunications operator and the post. These real-life cases demonstrate both the power and the risks of the digital business technologies.
The winners use the technology to make front-line people the point of decision-making; to unlock information about customers; and to manage the fulfilment of their commitments. These are Total Action organisations, making every activity inside their organisation directly relevant for their customers.
The losers fail to change the "logic" of their organisation and suffer increasing degrees of "corporate autism": highly intelligent but inward facing corporate behaviour with little, if any, relevance for the outside world. They put the technology in place, but this only amplifies the shortcomings of their present organisation.
The authors - both experienced professionals in the field of telecommunications and management education - take you on a discovery tour of the new management concepts to create the winning organisation in the digital world of tomorrow.

Reviews

Statements for the book:
"The digital world is Bertelsmann's world. It is transforming every aspect of our business as media products are digitized and marketed through the Internet: The key question is "how to win and retain customers" in this new and challenging, digital world. This book provides a very sharp insight into the key issues and the actions to be taken. Al Dunn and Peter Vervest give a vivid description of those who will win: Total Action companies that make every activity directly relevant for their customers constrasting them with the "Fatal Inaction" reality of so many large organisations today. In this radically changing environment, this book is mandatory reading for every manager and professional." (Thomas Middelhoff, Chairman & CEO Bertelsmann AG)
"Total Action is a compelling concept and practice for securing a strong position in the challenging digital world. The key message - how to organise from the individual customer inwards using digital business technologies - is fundamental. The application of "modularity" to organise for and manage instant fulfillment across a network of internal and external parties is an impressive addition to business practice. This is a powerful and straightforward starting point for all managers and organisations seeking to master the new frontiers of business." (A.-W. Scheer, Chairman of the Supervisory Board -IDS Scheer AG- and Director of the Institute for Information Systems, University of the Saarland, Saarbruecken/Germany)
"The phrase "customer oriented" takes on an entirely new, revolutionary, meaning in the digital age. Total Action is a how-to book that shows, using eye-opening real experiences, how to achieve this." (Kenneth Preiss, The Sir Leon Bagrit Professor: Technology and Global Competitiveness, Ben Gurion University of the Negev, Beer Sheva, Israel)
"Organisations searching for a route into the "digital world" of e-Business need the concepts and practices of Total Action: they are a true eye-opener. Vervest and Dunn have avoided the "simple answers" to what organisations must and can do to succeed in winning customers. "How to win customers in the digital world" helps you understand that the answers are not easy - but the concepts are straightforward. Every manager will recognise the shortcomings of his or her own organisation in this book and, as a result, identify their route to Total Action. This is a compelling insight into the ways in which organisations must act and organise differently and effectively to master the digital world." (Professor Dr. Jo van Nunen, Erasmus University Rotterdam, Rotterdam School of Management)
"Every organization must strive for Total Action. Winning the customer in today's highly competitive and demanding world is the key to ensuring success. The authors confront traditional ways of organizing with the capabilities of the new, digital business technologies. They are critical of the frozen behaviour of today's large organizations. I believe that this book brings simple, powerful ideas on how to organise for customer success. It puts a manager's perspective into the amazing, but sometimes confusing, developments of today's telecommunications and computer technologies and what they really mean for all organizations." (Ben Verwaayen, Vice Chairman, Lucent Technologies USA)

Table of contents (5 chapters)

Table of contents (5 chapters)

Buy this book

eBook $39.99
price for USA in USD (gross)
  • ISBN 978-3-642-57141-1
  • Digitally watermarked, DRM-free
  • Included format: PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $79.99
price for USA in USD
  • ISBN 978-3-540-66575-5
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $54.99
price for USA in USD
  • ISBN 978-3-642-63065-1
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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Bibliographic Information

Bibliographic Information
Book Title
How to Win Customers in the Digital World
Book Subtitle
Total Action or Fatal Inaction
Authors
Copyright
2000
Publisher
Springer-Verlag Berlin Heidelberg
Copyright Holder
Springer-Verlag Berlin Heidelberg
eBook ISBN
978-3-642-57141-1
DOI
10.1007/978-3-642-57141-1
Hardcover ISBN
978-3-540-66575-5
Softcover ISBN
978-3-642-63065-1
Edition Number
1
Number of Pages
XXI, 250
Topics