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Results for: 3.1 Understand markets, customers, and capabilities (x)
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Balancing Customer and Enterprise Needs

Contact centers have the ability to collect massive amounts of customer information.

Type: Articles and White Papers  Topics: Customer Relationship Management, Customer-focused Processes and Functions, Customer Segmentation, Product and Service Innovation, Innovation  Processes: 2.1.2.2 Identify potential new products and services, 2.1 Manage product and service portfolio, 2.1.2 Define product/service development requirements, 2.2.2.2 Conduct customer tests and interviews, 2.2 Develop products and services, 2.2.2 Test market for new or revised products and services, 3.1.1.2 Identify market segments, 3.1 Understand markets, customers, and capabilities, 3.1.1 Perform customer and market intelligence analysis, 3.1.2.2 Determine target segments, 3.1.2 Evaluate and prioritize market opportunities, 3.1.2.3 Prioritize opportunities consistent with capabilities and overall business strategy, 3.2.1.2 Develop value proposition including brand positioning for target segments, 3.2 Develop marketing strategy, 3.2.1 Define offering and customer value proposition, 3.2.1.3 Validate value proposition with target segments  Industry: Computers, Electronics, Financial Services/Banking, Software 
  • Relevance: 68%
  • Member Price: FREE
Using Customer Segmentation to Innovate

Customer segmentation is about more than marketing. It can translate into better new product/service development and innovation.

Type: Articles and White Papers  Topics: Customer Relationship Management, Customer-focused Processes and Functions, Customer Segmentation, Product and Service Innovation, Innovation  Processes: 2.1.2.2 Identify potential new products and services, 2.1 Manage product and service portfolio, 2.1.2 Define product/service development requirements, 2.2.2.2 Conduct customer tests and interviews, 2.2 Develop products and services, 2.2.2 Test market for new or revised products and services, 3.1.1.2 Identify market segments, 3.1 Understand markets, customers, and capabilities, 3.1.1 Perform customer and market intelligence analysis, 3.1.2.2 Determine target segments, 3.1.2 Evaluate and prioritize market opportunities, 3.1.2.3 Prioritize opportunities consistent with capabilities and overall business strategy, 3.2.1.2 Develop value proposition including brand positioning for target segments, 3.2 Develop marketing strategy, 3.2.1 Define offering and customer value proposition, 3.2.1.3 Validate value proposition with target segments  Industry: Chemicals, Consumer Products/Packaged Goods, Electronics, Entertainment, Financial Services/Banking, Hospitality, Printing & Publishing, Restaurant 
  • Relevance: 68%
  • Member Price: FREE
A Roadmap to Success: Convenience Stores on the Fast Track

The convenience store (C-store) market is thriving, but today's market brings new challenges and concerns that convenience store chains need to be aware of.

Type: Articles and White Papers  Topics: Business Excellence, Employee Satisfaction and Engagement, Human Capital Management, Employee Communication, Product Management and Planning, Product Development, Organization and Management, Supply Chain Management  Processes: 1.0 Develop Vision and Strategy, 3.0 Market and Sell Products and Services, 4.0 Deliver Products and Services, 6.0 Develop and Manage Human Capital, 1.1 Define the business concept and long-term vision, 1.1.1 Assess the external environment, 1.2 Develop business strategy, 3.1 Understand markets, customers, and capabilities, 3.1.2 Evaluate and prioritize market opportunities, 6.3 Develop and counsel employees, 6.3.3 Manage employee relations  Industry: Food/Beverage/Restaurant, Retail/Catalog/Mail Order 
  • Relevance: 47%
  • Member Price: FREE
  • Nonmember Price: Download FREE
Trends in Sales Tools and Structures

Leading sales organizations work to integrate the latest IT tools into their sales processes.

Type: Best Practices and Business Drivers  Topics: Business Excellence, Information Systems, Knowledge and Information Management, Information Technology, Sales Management, Sales and Marketing, Salesforce Automation  Processes: 3.1.1.1.1 Understand consumer needs and predict customer purchasing behavior, 3.1.1 Perform customer and market intelligence analysis, 3.1.1.1 Conduct customer and market research, 3.5.1.2 Identify leads, 3.5 Develop and manage sales plans, 3.5.1 Generate leads, 3.5.2.2 Manage customer relationships, 3.5.2 Manage customers and accounts 
  • Relevance: 45%
  • Member Price: FREE
Predictive Analytics

With today's technology, making accurate predictions regarding customer and financial trends is more possible than ever. Use the data available to you now to make preparations for the future.

Type: Articles and White Papers  Topics: Forecasting, Finance and Accounting, Planning, budgeting, and forecasting, Budgeting  Processes: 3.1 Understand markets, customers, and capabilities, 3.0 Market and Sell Products and Services, 8.1.1 Perform planning/budgeting/forecasting, 8.0 Manage Financial Resources, 8.1 Perform planning and management accounting 
  • Relevance: 41%
  • Member Price: FREE
Business Intelligence

Every organization relies on business intelligence.

Type: Articles and White Papers  Topics: Information Technology, Knowledge and Information Management, Intellectual capital  Processes: 3.1 Understand markets, customers, and capabilities, 3.0 Market and Sell Products and Services, 7.4 Manage enterprise information, 7.0 Manage Information Technology, 12.0 Manage Knowledge, Improvement, and Change 
  • Relevance: 41%
  • Member Price: FREE
Segment Customers to Serve Them Better

APQC's perspective on best practices in Segment Customers to Serve Them Better, featuring case examples from Hill-Rom and First American Corporation.

Type: Best Practices and Business Drivers  Topics: Customer Segmentation, Customer-focused Processes and Functions  Processes: 3.1.1.2 Identify market segments, 3.1 Understand markets, customers, and capabilities, 3.1.1 Perform customer and market intelligence analysis 
  • Relevance: 40%
  • Member Price: FREE
Leveraging the Power of the Web

APQC's perspective on best practices in Leveraging the Power of the Web, featuring case examples from Southwest Airlines, Ford Motor Company, Mary Kay, and Hallmark Cards, Inc.

Type: Best Practices and Business Drivers  Topics: Customer Service, Customer-focused Processes and Functions  Processes: 3.1.1.2 Identify market segments, 3.1 Understand markets, customers, and capabilities, 3.1.1 Perform customer and market intelligence analysis 
  • Relevance: 40%
  • Member Price: FREE
Identify and Serve Loyal Customers

APQC's perspective on best practices in Identify and Serve Loyal Customers, featuring case examples from Starbucks, American Airlines, the Seattle Mariners, and Bridgestone/Firestone.

Type: Best Practices and Business Drivers  Topics: Customer Segmentation, Customer-focused Processes and Functions  Processes: 3.1.2 Evaluate and prioritize market opportunities, 3.0 Market and Sell Products and Services, 3.1 Understand markets, customers, and capabilities 
  • Relevance: 40%
  • Member Price: FREE
  • Nonmember Price: Download FREE
Renewal Practices in Membership-driven Organizations 2006

This concise benchmarking report is the result of an online survey designed and posted by APQC in 2006. Fifty-six membership-driven organizations provided validated data concerning renewal rates for their members.

Type: Reports and Books  Topics: Customer Loyalty, Customer-focused Processes and Functions, Customer Relationship Management, Customer Relationship Marketing, Customer Retention, Measurement, Business Excellence  Processes: 3.1 Understand markets, customers, and capabilities, 3.0 Market and Sell Products and Services, 3.2 Develop marketing strategy  Industry: Non-Profit 
  • Relevance: 39%
  • Member Price: FREE
  • Nonmember Price: $19.95
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