Augmented customer strategy : CRM in the digital age /

Reflecting on the customer relationship, what it has become and what it will be tomorrow, this book provides practitioners, teacher-researchers and Master's students with a state of the art and a prospective vision of customer relations in a digital world. --

Detalles Bibliográficos
Clasificación:Libro Electrónico
Otros Autores: N'Goala, Gilles (Editor ), Pez-Pérard, Virginie (Editor ), Prim-Allaz, Isabelle (Editor )
Formato: Electrónico eBook
Idioma:Inglés
Publicado: London, UK : Hoboken, NJ : ISTE, Ltd. ; John Wiley & Sons, Inc., 2019.
Colección:Innovation, entrepreneurship and management series.
Temas:
Customer relations > Management.
Customer relations > Management > Data processing.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Customer relations > Management
Customer relations > Management > Data processing
Acceso en línea:Texto completo
Tabla de Contenidos:
  • Customer Strategies in the Face of New Technological, Social and Environmental Challenges / Gilles N'Goala
  • Brand Practices Faced with Augmented Consumers / Nathalie Fleck, Laure Ambroise
  • The Augmented Customer Relationship: the Increasing Importance of the Customer's Role / Sylvie Llosa, Lionel Nicod
  • Innovation Augmented by the Customer: From Ideation to Diffusion / Thomas Ruspil, Cyrielle Vellera, Andreas Munzel
  • The Customer's Voice: Toward New Listening Tools / Andreas Munzel, Jessie Pallud, Daria Plotkina
  • Redesigning the Customer's Role in a Connected World / Pauline Folcher, Sarah Mussol, Gilles N'goala
  • The Augmented Customer Experience: Between Humanity and Robotization? / Régine Vanheems
  • Designing Your Customer Experience / Florence Jacob
  • Customer Relationships and Digital Technologies: What Place and Role for Sales Representatives? / Eric Julienne, Maud Damperat, Romain Franck
  • Engaging Reciprocity from the Complainant Customer in the Digital Age / Françoise Simon
  • The Firm's Empathic Capacity: a Social Neuroscience Perspective for Managing Customer Engagement in the Digital Era / Mathieu Lajante
  • Data Marketing for Customer Intimacy / Grégoire Bothorel, Virginie Pez-Pérard
  • The Dark Side of Customer Relationship Management Practices in the Data Age: Managing Resistance and Perceived Intrusion for Responsible Practices / Caroline Lancelot-Miltgen, Aïda Mimouni Chaabane, Virginie Pez-Pérard
  • The Legal Basis for a Data Economy Based on Trust / Isabelle Landreau
  • Information Systems Security: Challenges, Vulnerabilities and Tools / Philippe Cohard
  • Organizing the Augmented Customer Relationship / Isabelle Prim-Allaz, Pierre Volle.

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