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Regis McKenna - Real Time: Preparing for the Age of the Never Satisfied Customer

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Real Time: Preparing for the Age of the Never Satisfied Customer: summary, description and annotation

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The focus of this book is real-time, a world of instant gratification and infinite opportunity. It provides specific examples and ideas from companies that are testing the boundaries of space and time, and includes company web site addresses.

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title Real Time Preparing for the Age of the Never Satisfied Customer - photo 1

title:Real Time : Preparing for the Age of the Never Satisfied Customer
author:McKenna, Regis.
publisher:Harvard Business School Press
isbn10 | asin:0875849342
print isbn13:9780875849348
ebook isbn13:9780585250281
language:English
subjectReal-time data processing, Technology--Sociological aspects.
publication date:1999
lcc:HF5548.M365 1999eb
ddc:658.4/06
subject:Real-time data processing, Technology--Sociological aspects.
More Praise for
REAL TIME
"Regis McKenna's insights will excite you and shock you.
Best of all, they will get you thinking about how to survive in a future world
where things happen so quickly that every current
business interaction and process must be radically overhauled."
LEW PLATT, Chairman and CEO, Hewlett-Packard
"The race is on for real time information in marketing. As in future military
engagements, the need for up-to-the-minute information is the key
to success. The rapid advances in communications and computer technologies
are outstripping our current managers' mind-set and ability to seize
the opportunities afforded to them. Regis McKenna explains how and why
we must open our thinking to take advantage of real time information."
J. D. POWER III, Chairman and Founder, J. D. Power & Associates
"To succeed today, companies must learn how to
use information and telecommunications technology to respond
immediately, not only to changing circumstances but also
to customer demands. Regis McKenna's insightful book points out that
businesses can use intranets, extranets, and the Internet to create
dynamic information systems that accomplish both of these goals."
JAMES L. BARKSDALE
President and CEO, Netscape Communications Corporation
"Regis McKenna has written an insightful and useful book that provides a
practical understanding of how time, technology, and customer
service are increasingly interrelated. FedEx was founded on the principle that
business processes can be improved by compressing time, and we believe
Mr. McKenna is correct in his assertions that the demand for new technologies
and customized service will only accelerate in the future global economy."
FRED SMITH, Chairman and CEO, Federal Express
-more-
"Regis McKenna never ceases to challenge the
conventional wisdom. The notion of eliminating hierarchy and long-term
planning, and creating real time management that focuses on
delivery, results, and customer needs is a key revelation for companies
large and small. The use of networked technologies to enable the
creation of distributed, connected organizations has tremendous implications
for the next generation of competitiveness for industries of all types."
JERRY YANG, founder, Yahoo!
"Real Time is both profound and prophetic, written by one of
the best qualified people in the industry who has both the historical as well
as the futurist perspective. Real Time focuses on three explosive ways
information technology will affect the near-term future: (1) our way of life,
both business and personal, will become real time, causing individuals
to think and act in real time; (2) real time systems will become a crucial part
of a unified business strategy, essential to obtaining and sustaining
competitive advantage; and (3) our world will continue on its rapid course
toward direct connectivity between individuals within common
communities of interest. The combination of these three factors will be
greater than 1 + 1 + 1 = 3. It is more likely to equal 10+."
TODD A. GARRETT, Senior Vice President, Chief Information Officer,
Procter & Gamble
"Regis McKenna's Real Time is the new theory of relativity for
marketing, managing, and living in today's world. From his visionary view
of our world that is changing in real time, McKenna gives
new meaning to the concepts of just-in-time and mass customization for
leadership and consumer communications."
BILL FIELDS, former Chairman and CEO, Blockbuster Entertainment,
a Viacom Company
"This timely and crisp assessment of the digital revolution
shows business leaders how the revolution affects buyers' behavior and
ordinary business practices, where the never satisfied customer
will take us in the future, andmost importantwhy it matters."
ISAO OKAWA, Chairman, Sega Enterprises, Inc.
Page i
Real Time
Page ii
OTHER BOOKS BY REGIS McKENNA
The Regis Touch:
Million Dollar Advice from America's Top Marketing Consultant
(1986)
Who's Afraid of Big Blue?
How Companies Are Challenging IBMand Winning
(1988)
Relationship Marketing:
Successful Strategies for the Age of the Customer
(1991)
Page iii
Real Time
Preparing for the Age of the Never Satisfied Customer
Regis McKenna
Page iv Some images in the original version of this book are not available - photo 2
Page iv
Some images in the original version of this book are not available for inclusion in the netLibrary eBook.
Published by the Harvard Business School Press in hardcover, 1997; in paperback, 1999
Copyright 1997 by Regis McKenna
All rights reserved
Printed in the United States of America
03 02 01 00 99 5 4 3 2 1 (pbk)
Photo credits: p. 48Printed with permission from Hershey Foods Corporation;
p. 49Reproduced with permission of PepsiCo, Inc. 1997, Purchase, New York.
Library of Congress Cataloging-in-Publication Data
McKenna, Regis.
Real time: preparing for the age of the never satisfied customer /
Regis McKenna.
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