From the Inside Flap
Inside the Customer Universe introduces a tool that enables the organization to identify and define three key elements: customer types, customer roles, and scenes. These elements are part of a tool called CUBEical segmentation (Customer Universe Based Execution). Based on this segmentation, managers are enabled to manage customer relationships proactively rather than reactively by building a compelling model of customer needs that is stable over time. CUBEical segmentation is a significant departure from current practice that builds strategies upon dynamic, ever-changing phenomena such as customer expectations, customer experience, and customer satisfaction. The tool and model are built into a framework that presents first approach to base a firm’s strategy on predicting customer needs rather than following them, and on setting customer expectations rather than firefighting dissatisfaction. The framework, in turn, can be used to create strategies around where and how the organization can compete in the market place.
The book is lavishly illustrated with examples from B2B and B2C firms, where the tools and model are being implemented. These examples provide hands-on illustrations of how the reader can implement the thinking and show how the reader can develop their own unique understanding of customers, their needs, and how to address them.
From the Back Cover
Inside the Customer Universe’s easy to implement tools, models and strategies provide the reader with the ability to create stable and sustainable customer understanding and, therefore, sustainable business growth.
“CUBEical Thinking is a great concept for developing business and the concept of customer types is intriguing as it provides great insights into the drivers behind true customer loyalty.”
Niels Henrik Hansen, Director SAS Corporate Sales, Scandinavian Airlines, Denmark
“CUBEical Thinking has given us the platform for developing an effective sales and key account management organization which has delivered significant top and bottom line results based on targeted up and cross sales.”
Henrik Hübner, Vice President Sales, Sanistål
“CUBEical Thinking has provided us with great customer insights on which we are benefiting in our daily operations and it has helped our organization focus activities and resources.”
Carsten Hetling, Nordic Marketing Manager, Zyxel Communications