Customer Centricity Globalisation

The book gives exclusive chapter titled –Ten Commandments of Customer centricity. The book is all about addressing customer satisfaction. Managing the transition from customer satisfaction to customer delight. Making sure customers are Happy and continuously using feedback from customers to improvise products in relation to competition's products. The book lays equal emphasis on both Manufacturing & IT services. Agile & scrum practices as applied to managing Global IT projects & the impact on global business & emerging best practices are dealt . Challenges of employee attrition in IT projects, their impact on Projects & methods to address them are explained.

Diploma Thesis from the year 2003 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, University of Phoenix, 64 entries in the bibliography, language: English, abstract: Only a few short generations ago, the global economy was predominated by agricultural and tradesman businesses. Consumers frequented businesses that were close to their physical location, as limited transportation gave them little other feasible choice. Tradesmen provided customizable goods made specifically for their clients needs, on small or individual scales of production. The life cycle of a product, during this era, typically began with a customer order for a product. With the advent of the Industrial Revolution, this quickly changed.

This book presents a new and practical segmentation approach to be used in global customer management in the form of a scale by which to measure the level of corporate globalization. This is a tool that will help companies segment their customers and enable them to adapt customer management strategies when dealing with increasingly global customers. This in turn helps determine the company's own strategic position, thereby enhancing corporate performance.

The empowered customer is here to stay. With a low tolerance for subpar experiences, they have no qualms in switching brands if disappointed, and expect companies to provide offers that are personally relevant to them. This realisation has led enterprises to revamp their business strategies to meet the high expectations of these savvy and hyper-connected consumers. This requires a 360 degree customer-centric approach—fuelled by big data—that attempts to understand customer problems and deliver timely solutions. The ability to use customer journey mapping and real-time analytics to unlock actionable insights can provide a competitive edge. Knowledge about shifts in customer behaviour, preferred channels or social media sentiment helps companies to respond proactively and with the right message. The digital transformation snake framework presented in this book examines the socio-economic changes and digital trends that are reshaping consumption, and what they portend for the future. It is complemented by an analysis of the new skills and workforce models, as well as the business models needed to succeed in the age of digital disruption.

"Narratives of Organisational Change and Learning" investigates change and learning through the comparative and contextual analysis of organisational stories. It focuses on how organisational actors make sense of and learn from profound change as exemplified by three manufacturing firms from Britain, South Africa and Russia. The interaction between organisational change and wider social, economic and political changes in the organisations' environments and their impact on the organisational actors' identity is examined. The book also explores the complex responses to organisational change epitomised by patterns of stories prevalent in each of the three organisations, as well as the important insights into often unacknowledged narrative processes of learning which result from profound change.

Human capital - the performance and the potential of people in an organization - has become an increasingly important issue. With a strong practitioner focus, this book provides business leaders and HR professionals with new insights into how to improve business performance through a strategic approach to human capital.

Globalization, an inevitable phenomenon in human history, has been bringing the world closer through exchange of goods and services, advancements in information communication technologies (ICTs), global diffusion of technologies, and cultural awareness. Recent developments and trends within the global business arena present managers with challenging situations. Competing in the twenty-first century and beyond requires firms to invest in the increasingly refined managerial skills needed to perform effectively in a multicultural business environment. Global companies are faced with varied and dynamic environments in which they must accurately assess the political, legal, technological, ethical, and cultural factors that shape their strategies and operations. The success of a company's global operation often depends significantly on the manager's cultural skills, as well as the ability to carry out the company's strategy within the context of the host country's business practices. While globalization is a vehicle for, and a consequence of human progress, it is also a confused process that requires change. The change process presents the manager with challenging strategic options. Globalization of Business: Theories and Strategies for Tomorrow's Managers addresses the above challenges. It offers managers and business students strategies on how to become globally competitive in a complex international management environment. Contributors to the volume offer their insights into the issues every global manager needs to understand such as the nature of the global business environment, entry mode choice, global strategic positioning, global human resource management, human rights and ethical issues. The book covers general as well as specific topics, including assumptions, theories, and practices of globalization. It is expected that the book will enable business students, managers and corporate leaders to avoid common drawbacks in their quest to build a successful global firm that will benefit all.