Former Head of BT Customer Relations Shares Practices & Insights on How Businesses Transform Customer Growth
On a mission to help companies serve their customers better and smarter through digital optimisation and organisational realignment, independent business and operations management consultant Philip Grant generously shares proven methodologies, top tips, advice, and real-life case studies that have the capacity to transform and accelerate a company’s operational performance, business margins and competitiveness.
Working on the basis that many businesses should and could be doing better at learning, acquiring and retaining their customers, whilst simultaneously operating more efficiently at lower costs, In Demand, In Command’s comprehensive, yet easy to follow advice, is delivered unencumbered by unnecessary jargon and cuts to the quick of the opportunities, issues, and challenges the author sets out to address.
Standing head and shoulders above most other ‘how to’ guides populating the overcrowded business management genre, Phillip Grant’s book is exceeding the expectations of all those that have picked up a copy. If you only pick up one business management book this year – make it this one.
Synopsis:
A comprehensive, insightful, and practical guide to digitally transforming your customer value and costs of service.
Great, you’re in demand! You have a brilliant product, excellent services, and competitive pricing. But that only gets you a seat at the table. If you really want to stay ahead of the game and be in command of a modern, always-connected world, you need a winning digital customer experience strategy.
In Demand, in Command is essential to anyone that considers the growth, allegiance, and advocacy of customers at lower operating costs as paramount. Increasingly, there is a need to stand out from the crowd and not be easily imitated by others. This book gives you immediate access to shrewd, insightful and comprehensible advice on customer strategy, digital optimisation and organisational transformation.
Packed with thought-leading expertise, proven ‘how to’ techniques, and real-life experiences, it enables you to accelerate improvements in your customer insight, service performance, business margins and competitiveness. In Demand, in Command is as much about the people and processes that drive your desired business growth, as it is about digital technologies.
Put simply – if you sell to, or serve the public in any shape or form, In Demand, In Command is a must for you.
The author says:
“With independent market research showing that companies feel they should be getting a better return on their CRM investments and that up to 80% of customer contact in some industry sectors came from broken processes or systems, this preventable contact results from significant repeated, wasted, duplicated or failure effort.
These facts confirm that a winning customer strategy is critical in this virtual, competitive, ever-connected world. And my book shares all you need to know and do to create that strategy.”
