The Customer Revolution | PATRICIA SEYBOLD | Business | Entrepreneur | eBooks
The Customer Revolution
by PATRICIA SEYBOLD
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Windows Vista / XP / 2000, Mac OS X Tiger Features
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Windows 98+, Tablet PC, Pocket PC 2003 Features
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Windows PC, Palm, Pocket PC, Windows Mobile, SymbianOS, Blackberry, iLiad, eBookMan, and more. Features
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The Customer Revolution Summary:
| Patricia Seybold's Customers.com was a Wall Street Journal, Business Week, New York Times, and Amazon best-seller. With more than 200,000 copies in print, and translated into 15 languages, it is widely acknowledged as the most successful and most influential book on e-commerce. In Revolution!, Seybold identifies an essential truth of business today: the power that had been flowing to customers is rushing in a torrent. Now customers are driving business. When AOL, a $5 billion company with a depth of knowledge about its customers, bought the $28 billion Time Warner, a more traditionally oriented company with almost no such knowledge, this lesson was made dramatically clear. Seybold points to companies around the world that have devised innovative ways of operating from this revolutionary new premise -- and shows how all managers and investors can apply this outlook to their own businesses and investment strategies. Gone is the blinkered focus on old yardsticks like profit margins and sales per square foot. Central now are the metrics for success that measure customer satisfaction and loyalty. We're in the midst of an economic transformation as fundamental as that of the Industrial Revolution. Patricia Seybold reports here on the strategies that are working for the smartest companies in the new e-conomy, and that can work for every one of us as well. |
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You are no longer in control of your company's destiny . . . It happened in the music business and it will happen in yours. It's only a matter of time. Customers actually take control of an industry and reshape it from the outside in. Customers decide that the way they want to use an industry's product doesn't fit the current business model. Patricia Seybold, author of the influential, bestselling Customers.com would say that that's a revolution. Thanks to the Internet and to mobile wireless devices, both business and consumer customers are demanding that you change your pricing structure, distribution channels, and the way you design and deliver products and services. Your business must be transformed so that it is completely customer-centric, or you will be out of business. Her advice to companies facing the customer revolution? You can fight it if you want, just as Don Quixote fought imaginary windmills and thought he was winning battles. But naturally he lost the war and so will you. Better, says Seybold, to practice "sweet surrender," just as the music industry has started to come to terms with Napster. In the words of one music executive, "Thirty-eight million people can't be criminals." Many try to characterize the changes taking place as the New Economy, the Internet economy, or the information, knowledge, or bio-economy. There's a grain of truth to all of these descriptions, but they fail to get to the heart of the changes taking place. Simply put, what we now have is a customer economy and it's going to result in changes that you would not have thought possible even a few short years ago. Patricia Seybold has been on a worldwide quest to find the companies in North America, Europe, and Asia that are developing the state-of-the-art practices that will help them win in the new era of the customer economy. They're profiled and analyzed in case studies ranging from small businesses to multinational giants and range from manufacturers to retailers, and service firms. They include financial services giant Charles Schwab, the British Vauxhall Division of General Motors, Snap-on Tools, custom backpack manufacturer Timbuk2, Hewlett-Packard, Medscape, and W.W. Grainger. As she so ably demonstrated in Customers.com, Patricia Seybold is ahead of the curve. For most companies, the issue of customers in control is just coming onto the radar screen. In The Customer Revolution Seybold makes it plain that this can be either your biggest problem or your greatest opportunity. What she provides is not only a brilliant analysis but also a practical program for how you can make the customer revolution a profitable one. The companies that thrive in the customer revolution will be those that measure and monitor what matters to customers, in near real time. |
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