Customer Worthy : How and Why Everyone in Your Organization Must Think Like a Customer

Advanced Topic: A guide to help marketers design, program, and measure marketing messages in conjunction with IT and business managers.

Companies that cannot monitor contact data are continually surprised by revenue shortfall, inventory outages, cost overruns, and diminished customer satisfaction. Traditional financial measures lag too far behind customer activities to be effective for timely decision-making. Your company’s internal measurements can look fine but customer and contact flow may reflect disengaged and indifferent customers. The result is revenue decline and business erosion.

In this groundbreaking book, Michael Hoffman explains how to use what he calls the CxC Matrix to examine your customers, contact by contact, to provide distant early warnings of trouble as well as to quickly uncover untapped opportunities to increase sales and customer satisfaction.
Hoffman is a software development and management consultant focused exclusively on technology, analytics, and services that deliver businesses optimum yield per customer.

Recommended for chief information officers, chief operating officers, CMOs, marketing directors, brand managers, marketing operations managers, and customer experience managers.