Business Solutions on Demand: Transform the Business to Deliver Real Customer Value: Mark Vincent Cerasale, Merlin Stone
Based partly on IBM’s own transformation, and partly on the transformations that IBM has helped its clients to achieve, this unique book shows how companies can increase sales and improve margins by introducing a range of solutions. It draws upon IBM’s extensive experience of working with clients all over the world to help them to implement these solutions and so achieve a positive transformation, to become a “solutions enterprise.”
Highly readable, motivational and fast-paced, Business Solutions on Demand includes numerous international cases and examples and diagrams. The authors emphasize that for today’s business to compete and survive, it has to exceed the expectations of its customers. Technological advancement, globalization, increased competition, market saturation and easy access to information are all conspiring to make traditional business models redundant.
About the Author
Mark Cerasale is a Senior Consultant in IBM’s Consulting Services organization. He specializes in customer management and e-business transformation, helping clients to improve business performance through innovation, operational efficiency and CRM.
Merlin Stone is IBM Professor of Relationship Marketing at Bristol Business School, University of the West of England. He is Business Research Leader with IBM’s Business Consulting Services and author of over twenty books on marketing & customer service, including Up Close & Personal, CRM @ Work, Successful Customer Relationship Marketing, CRM in Financial Services and The Customer Management Scorecard, all published by Kogan Page.
