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The New Market Leaders: Who's Winning and How in the Battle for Customers Paperback – September 10, 2002


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The New Market Leaders: Who's Winning and How in the Battle for Customers + The Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Market + Double-Digit Growth: How Great Companies Achieve It--No Matter What
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Product Details

  • Paperback: 272 pages
  • Publisher: Free Press (September 10, 2002)
  • Language: English
  • ISBN-10: 0743204662
  • ISBN-13: 978-0743204668
  • Product Dimensions: 0.7 x 5.4 x 8.4 inches
  • Shipping Weight: 14.1 ounces (View shipping rates and policies)
  • Average Customer Review: 3.7 out of 5 stars  See all reviews (15 customer reviews)
  • Amazon Best Sellers Rank: #1,965,715 in Books (See Top 100 in Books)

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.

--This text refers to an out of print or unavailable edition of this title.

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. --This text refers to an out of print or unavailable edition of this title.

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Customer Reviews

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Most Helpful Customer Reviews

Format: Hardcover
Dr. Fred Wiersema (of The Discipline of Market Leaders) returns with a look at how the disciplines of becoming a market leader have evolved since the earlier book was written. This book is much better done in terms of analysis than the prior one, and comes closer to capturing the state of the art. Basically, Dr. Wiersema argues that the most effective companies are now gaining customers by employing more than one of the original disciplines (customer relationships, having cutting-edge innovative offerings, and being operationally superb). The book's main weakness is that by selecting companies based on a high market capitalization/sales ratio the book strays from a focus on finding companies that are the best at adding customers and making money serving them. As a result, some pretty marginal companies made it into the study group (Priceline is one example).
The companies in the study are compared to the Fortune Most Admired List. The companies outlined here are much more consistently interesting than the aging behemoths losing market share that the Most Admired list carries. Looking at 5009 companies, 640 were identified as being high in gaining market share (growing much faster than competitors) and in stock price (having a higher market capitalization/sales ratio than competitors). The top names you will recognize: Cisco, GE, Microsoft, Intel, Yahoo!, Home Depot, Wal-Mart, Oracle, Nokia, and AOL Time Warner. If you follow technology stocks, most of the rest will also be known to you. These include companies whose stocks have fallen mightily like JDS Uniphase, Dell, QUALCOMM, Hewlett Packard, Lucent, PMC-Sierra, and At Home.
The book makes many observations about the new economy.
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7 of 7 people found the following review helpful By Harinath Thummalapalli on April 17, 2003
Format: Hardcover
The value of customer service is known to almost every one of us. So, what is new about this book? More detail on how to win customers in these days of fragmented markets (mass media can't help us anymore) and customer scarcity (it's really product/service glut). The author studied the best 5,000 companies in the world and came up with some valuable information that we can copy from these market leaders.
The author starts out by establishing the evaluation criteria that got a company into the study and he coins two new terms to describe these criteria - sales growth index and market value index (details of these terms on pages 7-13 of the book).
The author then summarizes the industries in which all these companies fall under - Consumer Products, Media and Entertainment, Heavy Industry, Technology Products, Technology Services, Financial Services, and Other Industries (healthcare, consumer services, and other).
A whole chapter is then dedicated to why we are feeling a scarcity of customers. The author names the reasons for this sitaution (new realities) - competitors proliferate, all secrets are open secrets, innovation is universal, information overwhelmes and depreciates, easy growth makes hard times, customers have less time than ever. He does a good job of justifying these obvious reasons with some supporting data.
So, if the new realities are that harsh, how are the market leaders managing? The author describes FOUR STRATEGIES that seem to work for these market leaders in overcoming the obvious difficulties in these days of customer scarcity. The four strategies being -
1. being the best and showing it
2. the customers who can make or break you
3. making sure customers 'get it'
4. outsized ambition.
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3 of 3 people found the following review helpful By Robert Kelly on December 19, 2001
Format: Hardcover
I loved Discipline of Market Leaders. As a business owner I read and listen to a lot of books and Discipline of Market leaders was great. Unfortunately this follow up book by only one of the authors didn't have much to offer. Lots and lots of words but not much being said. There are a few nuggets of knowledge, as there are with most books, but unlike the Discipline of Market leaders that I went through 3 times and even took notes while going through it, this new book was just short of a waste of time. Wish I could say it was better...
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1 of 1 people found the following review helpful By Derrik Mantel on October 21, 2005
Format: Paperback
I listened to the audio CD's of this book. There are some insights that are valuable. Ultimately, what got me is that the magic formula (which seemed well grounded in data and analysis) brought to the forefront some companies that discredit this poor author - Namely ENRON.

They are praised in the book for doing all these right things. But ultimately when deceit and greed abound and institutions meant to safeguard and protect the free market from itself fail(or are corrupted by their own greed and deceit), grave harm is done to individuals, companies and can be potentially disastrous to national economies that lose the confidence of domestic and foreign investors.

THE RULES OF THE GAME NEED TO BE FOLLOWED AND TRUSTED or everything including this exhaustive analysis is a waste of talent, time, and treasure.
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1 of 1 people found the following review helpful By Aaron Ades on December 6, 2001
Format: Hardcover
This book did have a few interesting observations about customers, however it was tedious wading through the pages and pages of descriptions, examples and flowerly language. It could have and should have been about 3/4 shorter. Good cure for insomnia.
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