 | The New Market Leaders: Who's Winning and How in the Battle for Customers |
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Product Description
Managers are finding it hard to attract and retain customers in the on-line economy. Fresh models are needed to determine what it takes to prosper when customers are the most precious resource. This book does just that by examining the unorthodox companies dominating the market and revolutionizing business. Fred Wiersema explains why traditional methods, such as size of the company or total sales, are no longer adequate markers of a company's prowess or future prospects. By providing new sales growth and market value indexes this book shows readers how to recognize the movers and shakers in the industry.
Product Details
- Amazon Sales Rank: #2639410 in Books
- Published on: 2001-06-13
- Original language: English
- Number of items: 1
- Dimensions: 1.00" h x 6.50" w x 9.50" l, 1.10 pounds
- Binding: Hardcover
- 272 pages
Editorial Reviews
From Publishers Weekly
Wiersema (coauthor of the bestselling The Discipline of Market Leaders) offers insights into customer service strategies that win. Based on a six-year study of 5,000 global companies, this book examines 100 of these companies in detail, including General Electric, Wal-Mart, Microsoft, Intel and AOL Time Warner, arguing that executives and managers can no longer blame the Internet or the New Economy for their customer service failings. Wiersema finds that the most successful companies focus on being at the forefront of new technology and, most importantly, try to learn from other winning companies. Top companies also view "customer loyalty as a fragile condition that requires fastidious attention." For example, McDonald's focuses on customers who eat McDonald's food several times a week, knowing that any new offerings on the menu have to appeal to this core 20% of their customers in order to succeed. Similarly, AOL retains 97% of its customers by simplifying its billing. The book is particularly insightful when discussing Internet companies, including Amazon and Yahoo. Clearheaded and practical, Wiersema's book will be valuable to managers, executives and anyone focused on improving customer service. Agent, Helen Rees. (June)Forecast: While this book falls into an arguably overpublished niche, Wiersema's track record (The Discipline of Market Leaders appeared on the New York Times and the Wall Street Journal bestseller lists, and remained at number one on Business Week's list for five months), along with a 20-city radio satellite tour, should help it break through the noise.
Copyright 2001 Cahners Business Information, Inc.
From Library Journal
Business strategist, consultant, and author Wiersema (The Discipline of Market Leaders) reiterates what others have said before: owing to increasingly crowded and competitive markets, market leaders face demanding challenges to attract and retain customers. Through company reports, regulatory filings, business publications, and the Internet, the author tracked thousands of companies and identified 100 top market leaders, from a variety of industries, who generated an average annual return of 48 percent for their investors. Out of this group, he profiles several, explains what made them so profitable, analyzes how they outperformed their peers, and discusses how they cope with the new realities of customer scarcity. Wiersema's extensive research started in the late 1980s and ended May 31, 2000. Since then, however, increases in U.S. interest rates and the economy's dramatic slowdown have changed the state of global stock markets and further exacerbated a reduction in spending. The question of who the "new market leaders" are has become moot. As a result, this book is already outdated. A marginal purchase. Belinda Wise, Nassau Community Coll., Garden City, NY
Copyright 2001 Reed Business Information, Inc.
From Booklist
As the economy has evolved from manufacturing to services and information, traditional criteria, such as size or total sales, for measuring a company's performance have become less meaningful. Wiersema offers new benchmarks for keeping score, based on detailed quantitative analysis of 5,009 companies worldwide. He explains his methodology and how he applied two indexes, focusing on the top 100 companies on his list. The author has recently written three other books on innovation strategy and customer service and was the coauthor of The Discipline of Market Leaders (1995), a book that gained notoriety, not for its conclusions, but for the way it was marketed. At the time, Wiersema was a senior vice-president at CSC Index, a consulting firm, and coauthor Michael Treacy was an independent consultant closely associated with the same firm. According to Business Week, the authors and the firm spent $250,000 buying 10,000 copies of the book to boost sales figures. Wiersema is no longer with CSC, and he has written this latest book on his own. David Rouse
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