Beyond the familiar
Subtitle: long-term growth through customer focus and innovation
By: by Patrick Barwise and Seán Meehan
Contributors: Meehan, Seán
Publisher: Jossey-Bass/Wiley
Published: 2011
Place of publication: Hoboken, N.J
Language: eng
Number of pages: 174
ISBN-13: 9780470976319; 9781119993803; 9780470976500; 9780470976494
Subjects: Customer services; Success in business
Description: "Strong customer-focused companies have a clear, relevant promise which they obsessively deliver day-in, day-out. At the same time, they relentlessly drive the market by evolving the offer in the face of market developments and opportunities. Because they meet customer needs better than the competition, again and again, they are able to generate sustainable, profitable, market-leading organic growth. The problem the book addresses is how to achieve this. The authors identify five key steps using their framework for success:       Offer a clear, relevant customer promise   Build customer trust by reliably delivering that promise  Continuously improve  the promise, while still reliably delivering it   Drive the market by innovating beyond the familiar   Support all this with an open organization that promotes frank discussion based on clear facts and market feedback.         Above all the book runs counter to the fashionable claim that the starting-point for business success should be to find a 'blue-sky', 'out-of-the-box' breakthrough innovation. Barwise and Meehan use many compelling cases to illustrate how managers can find ways within their existing network and organization to achieve long term growth."--