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by Suman Sarkar
Customer-Driven Disruption
Cover
Title Page
Copyright Page
Dedication
Contents
Preface
Introduction: Disruption Myth
New Strategies for Disruption
Focus
1. Customers Drive Disruption
Focus on Customer Needs, Not What’s Articulated
Recognize That Customer Needs Vary by Country and Geography
Generational Changes Will Drive Future Disruptions
How Generational Changes Affect Businesses
Realizing That Technology and Innovation Do Not Disrupt Companies
Disconnect between Customer Needs and Technology Development
Walmart Versus Amazon
2. Customer-Focused Strategies Needed to Avoid Disruption
Why Companies Don’t Focus on Customers
Failure of Current Business Strategies
New Customer-Focused Strategies Are Needed to Avoid Disruption
Successful Turnarounds
3. Customer-Focus Strategy 1: Win with Current Customers Before Chasing After New Ones
Getting Current Customers to Spend More
Increasing Service Levels without Ruining Yourself
Increasing Revenue Profitably
Getting Existing Customers to Spend More
4. Customer-Focus Strategy 2: Personalization Is Not a Luxury
The Personalization Revolution
Personalization Then and Now
How to Deliver Affordable Personalization
Making Affordable Personalization a Reality
5. Customer-Focus Strategy 3: Customers Won’t Wait
Introduce New Products or Services Quickly
After Launch, Plan for Quick Scaling to Keep Up with Demand
Create the Right Service Model
How to Respond Faster to Changing Customer Needs
Responding Faster to Customer Needs
6. Customer-Focus Strategy 4: Good Enough Is No Longer Good Enough
Step 1: Focus on Quality, Now
Step 2: Set Standards That Customers Can’t Resist
Step 3: Optimize Manufacturing for Quality, Not Output
Step 4: Don’t Be Afraid to Challenge Industry Norms
Step 5: Think Supply Chain
Winning with Quality
7. Customer-Focus Strategy 5: Disregard Strategies 1 Through 4
Understanding Future Customer Needs and Developing Strategies for Them
Empowering Teams
Paying Attention to Detail
Business Reinvention
Conclusion: Choosing and Implementing the Strategies
Selecting the Right Customer-Focused Strategies
Changing Organization Perspective
Societal Implications
Appendix: Disruption Assessment
Notes
Acknowledgments
Index
About the Author
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Customer-Driven Disruption: Five Strategies to Stay Ahead of the Curve
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