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Portfolio management in general is a widely spread and highly accepted topic in the management literature and in practice. Its origins go back to Markowitz and the early 1950s focussing financial assets. Soon, this concept was broadly applied to multiple economic disciplines such as strategic management, marketing, product management, resource management, real estate management, innovation management and many more. Numerous portfolio management approaches, instruments and tools have been developed and are applied in practice a well. This paper provides basics and an overview of product portfolio management covering theory and practice. Specific attention is paid to process oriented approaches. A number of publications identify a significant gap between practical needs and academic support when it comes to solving practitioners’ problems especially in highly dynamic environments such as the Information and Communication Technology (ICT) industry. This paper intends to bridge this gap by outlining a pragmatic approach to product portfolio management with a focus on the specific needs of the ICT-industry without loosing connect to worthy findings of academic research. Still, this approach needs to be adjusted to the individual situation of company, however, suggested processes and tools allow for such customization.
Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.
A powerful new approach to maximizing the value of your company's product development projects.
Strategic analytics is a relatively new field in conjunction with strategic management and business intelligence. Generally, the strategic management field deals with the enhancement of the decision-making capabilities of managers. Typically, such decision-making processes are heavily dependent upon various internal and external reports. Managers need to develop their strategies using clear strategy processes supported by the increasing availability of data. This situation calls for a different approach to strategy, including integration with analytics, as the science of extracting value from data and structuring complex problems. Using Strategy Analytics to Measure Corporate Performance and Business Value Creation discusses how to tackle complex business dynamics using optimization techniques and modern business analytics tools. It covers not only introductory concepts of strategic analytics but also provides strategic analytics applications in each area of management such as market dynamics, customer analysis, operations, and people management. It unveils the best industry practices and how managers can become expert strategists and analysts to better measure and enhance corporate performance and their businesses. This book is ideal for analysts, executives, managers, entrepreneurs, researchers, students, industry professionals, stakeholders, practitioners, academicians, and others interested in the strategic analytics domain and how it can be applied to complex business dynamics.
In Corporate Level Strategy, Furrer guides the reader in developing the ability to consider the impact of change and other important environmental forces on the opportunities for establishing and sustaining competitive advantage in diversified corporations as a whole.
In this long-awaited book from the world’s premier brand expert and author of the seminal work Building Strong Brands, David Aaker shows managers how to construct a brand portfolio strategy that will support a company’s business strategy and create relevance, differentiation, energy, leverage, and clarity. Building on case studies of world-class brands such as Dell, Disney, Microsoft, Sony, Dove, Intel, CitiGroup, and PowerBar, Aaker demonstrates how powerful, cohesive brand strategies have enabled managers to revitalize brands, support business growth, and create discipline in confused, bloated portfolios of master brands, subbrands, endorser brands, cobrands, and brand extensions. Renowned brand guru Aaker demonstrates that assuring that each brand in the portfolio has a clear role and actively reinforces and supports the other portfolio brands will profoundly affect the firm’s profitability. Brand Portfolio Strategy is required reading not only for brand managers but for all managers with bottom-line responsibility to their shareholders.