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The customer experience edge : technology and techniques for delivering an enduring, profitable, and positive experience to your customers /
Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies; this book brings you practical and proven ways to create your customer experience programs and overall business strategies. --
| Clasificación: | Libro Electrónico |
|---|---|
| Autores principales: | , , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
McGraw-Hill,
©2012.
|
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
MARC
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| 037 | |a 26AC58D0-349C-452A-A0F1-8D8FB921AD94 |b OverDrive, Inc. |n http://www.overdrive.com | ||
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| 100 | 1 | |a Soudagar, Reza. | |
| 245 | 1 | 4 | |a The customer experience edge : |b technology and techniques for delivering an enduring, profitable, and positive experience to your customers / |c Reza Soudagar, Vinay Iyer, Volker G. Hildebrand. |
| 260 | |a New York : |b McGraw-Hill, |c ©2012. | ||
| 300 | |a 1 online resource | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 500 | |a Title from title screen. | ||
| 504 | |a Includes bibliographical references and index. | ||
| 505 | 0 | |a Customer experience : the new competitive battleground -- Customer experience in the new normal -- The four essentials of profitable customer experience -- Case study: "Grocer moves shopping to the palms of customers? hands" -- B2B customer experience: different animal, same spots -- Case study: "Focus on customer success yields substantial cost savings at synopsys" -- Making it happen -- Throwing out the old playbook -- Mini profile: "Cardinal health transforms customer experience with a cross-company service system" -- The new customer experience recipe -- Mini profile: "Through engagement and interaction, the lego group plays well with customers" -- A fresh look at the top and bottom lines -- Technology : the core ingredient -- The underlying foundation for the customer experience edge -- Case study : customers, not cars, now drive auto importer?s strategy -- Adding disruptive technologies to advance the game -- Case study: "Cementing customer bonds" -- It as the catalyst of ce transformation -- Sustaining the "wow" -- Ten on-ramps to the customer experience freeway -- Measures of success -- Emerging economies : exporting profitable customer experience -- Mini profile: "Customer experience at akbank surpassed only by turkish bank?s growth" -- The future of customer experience -- Action items for the customer experience edge -- Afterword: customer experience edge in action at SAP. | |
| 520 | |a Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies; this book brings you practical and proven ways to create your customer experience programs and overall business strategies. -- |c Edited summary from book. | ||
| 546 | |a English. | ||
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a Consumer satisfaction. | |
| 650 | 0 | |a Customer relations |x Management. | |
| 650 | 0 | |a Customer services |x Technological innovations. | |
| 650 | 2 | |a Consumer Behavior | |
| 650 | 6 | |a Consommateurs |x Satisfaction. | |
| 650 | 6 | |a Service à la clientèle |x Innovations. | |
| 650 | 7 | |a Consumer satisfaction. |2 fast |0 (OCoLC)fst00876403 | |
| 650 | 7 | |a Customer relations |x Management. |2 fast |0 (OCoLC)fst00885539 | |
| 650 | 7 | |a Customer services |x Technological innovations. |2 fast |0 (OCoLC)fst00885565 | |
| 650 | 7 | |a Commerce. |2 hilcc | |
| 650 | 7 | |a Business & Economics. |2 hilcc | |
| 650 | 7 | |a Marketing & Sales. |2 hilcc | |
| 650 | 7 | |a Business and Management. |2 ukslc | |
| 700 | 1 | |a Hildebrand, Volker. |4 aut | |
| 700 | 1 | |a Iyer, Vinay. |4 aut | |
| 776 | 0 | 8 | |i Print version: |a Soudagar, Reza. |t Customer experience edge. |b 1st ed. |d New York : McGraw-Hill, ©2012 |z 9780071786973 |w (DLC) 2011029505 |w (OCoLC)757802731 |
| 856 | 4 | 0 | |u https://learning.oreilly.com/library/view/~/9780071786973/?ar |z Texto completo (Requiere registro previo con correo institucional) |
| 938 | |a ProQuest MyiLibrary Digital eBook Collection |b IDEB |n 331560 | ||
| 938 | |a YBP Library Services |b YANK |n 8644236 | ||
| 938 | |a Internet Archive |b INAR |n customerexperien0000soud | ||
| 994 | |a 92 |b IZTAP | ||