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" How to Win Customers in the Digital World : "
by Peter Vervest, Al Dunn.
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BL
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| Record Number
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718215
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b537903
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| Main Entry
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by Peter Vervest, Al Dunn.
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| Title & Author
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How to Win Customers in the Digital World : : Total Action or Fatal Inaction\ by Peter Vervest, Al Dunn.
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| Publication Statement
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Berlin, Heidelberg: Springer Berlin Heidelberg, 2000
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| Page. NO
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(xxi, 244 pages 34 illustrations)
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| ISBN
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3642571417
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: 9783642571411
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| Contents
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1 The boardroom agenda --;1.1 Win with your customer --;1.2 The impact of digital business technologies --;1.3 What makes it so difficult? --;1.4 The Total Action scorecard --;1.5 The Total Action model --;1.6 Questions from the board --;2 Digital business technologies and Total Action --;2.1 The new digital business technologies --;2.2 Why are digital business technologies so important? --;2.3 Total Action elements --;2.4 The Total Action model --;3 Weeding out Fatal Inaction --;3.1 What is Fatal Inaction? --;3.2 The roots of Fatal Inaction --;3.3 The characteristics of Fatal Inaction --;3.4 Moving out of Fatal Inaction --;3.5 The Total Action scorecard --;3.6 The sum is greater than the parts --;4 The Total Action casebook --;4.1 The casebook approach --;4.2 The US Army case --;4.3 The American Airlines case --;4.4 Banking on information: the First Direct case --;4.5 Total Action policing --;4.6 Trying to connect to you --;4.7 The postman never rings twice --;5 Engaging outside-in: the route to Total Action --;5.1 The challenges of Total Action --;5.2 Why should we do this ... and what's different? --;5.3 Where --;and how --;do we begin? --;5.4 Mindset over matter --;5.5 What next? --;Notes --;About the authors.
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| Abstract
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The authors - both experienced professionals in management education and telecommunications - introduce Total Action concepts and methodologies - where every activity inside the organization is directly relevant for its customers.
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Economics.
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Industrial management.
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Marketing.
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| Added Entry
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Al Dunn
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Peter Vervest
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