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Customer Centric Strategy
Conditional Remix & Share Permitted
CC BY-NC-SA
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Customer centricity is about organizational transformation making the customer the focus for business decisions, processes, product development, services, and procedures. Some companies purport to be customer centric but they fall short in connecting this concept throughout all functional areas of the business. While it is important to offer superb customer service, being customer centric is far more than that. It's about mapping the customer journey to discover customer needs and wants, what's working and what is not, then taking action to improve the customer experience. Customer loyalty is built through providing exceptional customer experiences. This in turn increases revenues through positive company image, referrals, and increased customer lifetime value. Most organizations today realize that they must focus on the customer to remain competitive.

Table of Contents
Chapter 1: Defining Customer Centricity
Chapter 2: Being a Customer Service Representative (CSR)
Chapter 3: Managing a Customer Service Team
Chapter 4: Using Contact Center Technology to improve CX
Chapter 5: Working in a Customer Contact Center
Chapter 6: Managing a Customer Contact Center
Chapter 7: Designing Products, Services, and Processes with Customers in Mind
Chapter 8: Leading a Customer Centric Strategy

Subject:
Business and Communication
Management
Marketing
Material Type:
Homework/Assignment
Textbook
Provider:
eCampusOntario
Author:
Kerri Shields
Date Added:
07/27/2022
Developing New Products and Services
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Developing New Products and Services by Sanders is an outstanding contribution to market research. The book focuses on the upfront activities and ideas for new product and service development.

Subject:
Business and Communication
Marketing
Material Type:
Textbook
Provider:
The Saylor Foundation
Author:
G. Lawrence Sanders
Date Added:
06/14/2019
Introducing Marketing
Unrestricted Use
CC BY
Rating

Through good economic times and bad, marketing remains the pivotal function in any business. Determining and satisfying the needs of customers through products that have value and accessibility and whose features are clearly communicated is the general purpose of any business. It is also a fundamental definition of marketing. This text introduces students to the marketing strategies and tools that practitioners use to market their products.

Subject:
Business and Communication
Marketing
Material Type:
Textbook
Provider:
BCcampus
Provider Set:
BCcampus Faculty Reviewed Open Textbooks
Author:
John Burnett
Date Added:
01/07/2015
Legal Aspects of Marketing and Sales
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CC BY-NC-SA
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Legal Aspects of Marketing and Sales is an up-to-date textbook that covers legal issues that students who will work in marketing or with marketing managers must understand. The text is organized to permit instructors to tailor the materials to their particular approach. The authors take special care to engage students by relating law to everyday events with their clear, concise and readable style.

Subject:
Marketing
Material Type:
Textbook
Provider:
The Saylor Foundation
Provider Set:
Saylor Textbooks
Author:
Daniel Warner
Don Mayer
George Siedel
Jethro Lieberman
Date Added:
06/14/2019
The Power of Selling
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The Power of Selling is the perfect textbook to teach students about the proven process of selling. More important, it teaches students how to apply the tenets of selling to how to sell themselves and get the job they want, with the same process professional sales people learn (or brush up) on their own selling skills.What makes someone successful in sales? Are great sales people born or made? Is there one magic selling process, or does the process change based on the business…or the customer? How can the selling process really come alive for students in the classroom? How do students learn how to sell for life, not just for a course? The Power of Selling by Kim Richmond answers these questions and makes the principles of selling come alive.Kim looks at the topic of selling through a different lens, and provides inspiration and ideas. The Power of Selling provides an exciting and interactive experience for both professors and students through the use of 4 unique elements:1. ContentThe content is based on the core selling tenets so instructors will find the familiar principles of selling. In addition, the impact of Sales 2.0 is addressed at every stage including how to use interactive tools such as Twitter, LinkedIn, Facebook, blogs, and wikis effectively.2. Selling UThe last section of each chapter is called Selling U. It applies the concepts covered in the chapter to a student’s job search. Selling U topics include how to think about yourself as a brand, how to create a powerful cover letter and resume, how to create your personal elevator pitch, how to use networking and informational interviews to get the word out about your brand, how to prepare and dress for an interview, and how to negotiate and accept the right job offer. What makes The Power of Selling different is that Selling U is integrated into every chapter, which makes this text the ultimate guide to selling yourself.3. Video ResourcesVideos are used throughout the book. Additional videos that are not included in the text are available for instructor use. Here are videos that are available:• Video Ride-alongs – One of the best ways to learn about sales is by going on ride-alongs. So every chapter starts with an exclusive feature called a Video Ride-along. These short videos feature seven different sales professionals – one that starts each chapter. Each one talks about how he or she applies one of the key concepts covered in the chapter in their job. These videos are designed to be “virtual ride-alongs” so the students can actually feel as though they are getting insights first hand from selling professionals.• The Power of Selling YouTube Channel here (youtube.com/thepowerofselling) - Over 50 videos are included featuring the sales professionals who are highlighted in the Video Ride-alongs. About half of the videos are used in the textbook. The balance are available for instructor use. Several are included in Video Learning Segments (see below). These videos are excellent resources for use in the classroom, exercises, and assignments.• Video Learning SegmentsIn addition to the traditional supplements of Instructor Manual, PowerPoints, and Test Bank, there are also Video Learning Segments. These are PowerPoint slides embedded with videos designed to supplement the course PowerPoints and focus on one concept, like an ethical dilemma, pre-call preparation, or effective presentations, how to use email effectively. Each segment includes slides, videos, discussion questions, or exercises.4. The Power of Selling LinkedIn Group. hereThis group was created on LinkedIn.com expressly as a resource for the faculty and students who use this textbook. The group includes sales professionals from across the country and from different industries. This is a great tool for faculty and students alike to network, participate in discussions, ask questions, and connect with “real world” selling professionals.Kim Richmond’s The Power of Selling is a fresh, interactive, and applied textbook intended for all introductory and sales, selling and salesmanship courses. If you’re ready to prepare your “students of selling” for all that lies ahead in their professional career—you’re ready for this book. Check it out.

Subject:
Business and Communication
Marketing
Material Type:
Textbook
Provider:
The Saylor Foundation
Author:
Kimberly Richmond
Date Added:
01/01/2010
Principles of Marketing
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Principles of Marketing teaches the experience and process of actually doing marketing - not just the vocabulary. It carries five dominant themes throughout in order to expose students to marketing in today's environment: Service dominant logic, sustainability, ethics and social responsibility, global coverage, and metrics.

Subject:
Marketing
Material Type:
Textbook
Provider:
Minnesota Libraries Publishing Project
Author:
Author Removed At Request Of Original Publisher
Date Added:
06/15/2019
Principles of Marketing
Read the Fine Print
Rating

Marketing is a tool used by companies, organizations, and people to shape our perceptions and persuade us to change our behavior. The most effective marketing uses a well-designed strategy and a variety of techniques to alter how people think about and interact with the object in question. Less-effective marketing causes people to turn off, tune out, or not even notice. Why should you care about marketing? Marketing is an ever-present force in modern society, and it can work amazingly well to influence what we do and why we do it.

Subject:
Marketing
Material Type:
Full Course
Textbook
Provider:
Lumen Learning
Provider Set:
Candela Courseware
Date Added:
06/13/2019
Strategic Marketing in the Global Forest Industries - Third Edition
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CC BY-NC
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The forest industry is increasingly global and every marketer of forest products should have a global perspective. As a natural resource-based industry, the forest industry has an especially high profile role in environmental protection and is increasingly involved in climate change mitigation and management. Global forests are not only important because they provide a source of industrial raw material, but also because of the various other human needs they satisfy. A forest products marketer should have a basic understanding of the role that global forests play in society. Major societal trends are impacting the external environment within which the forest industry operates. We provide an overview of global forests and a brief description of the markets for the main categories of the forest industry.

Subject:
Marketing
Material Type:
Textbook
Provider:
Oregon State University
Author:
Eric Hansen
Heikki Juslin
Date Added:
01/06/2020
eMarketing: The Essential Guide to Online Marketing
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CC BY-NC-SA
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eMarketing: The Essential Guide to Online Marketing by Rob Stokes, a marketing guru and CEO of Quirk eMarketing, Sarah Blake, and his team of QuirkStars, consolidates 11 years of real marketing experience doing online marketing at Quirk into a full length textbook that draws on both academic theory and practical experience. It is intended for third and fourth year marketing students, this textbook covers all of the important aspects of online marketing, including chapters on each of the following areas:* Search Engine Marketing* Affiliate Marketing* Web Analytics and Conversion Optimisation* Web Development* Online Copywriting* Online Advertising* WebPR* Online Reputation Management* Pay Per Click Advertising* Viral Marketing* Social Media Marketing* Search Engine Optimisation* eMarketing Strategy* Market Research* Mobile Marketing* Crowdsourcing* Customer Relationship ManagementIt also features a glossary and index as well as summaries, learning objectives and discussion points for each chapter. This eMarketing textbook offers students information that is highly applicable with examples to which they can easily relate. It is a must-have guide for each and every undergraduate and post-graduate marketing student as well as anyone working in the digital or traditional marketing sphere.

Subject:
Marketing
Material Type:
Textbook
Provider:
The Saylor Foundation
Author:
Rob Stokes and The Minds at Quirk
Date Added:
01/01/2010