Customers Inside, Customers Outside: Designing and Succeeding With Enterprise Customer-Centricity Concepts, Practices, and Applications » książka
Customers Inside, Customers Outside: Designing and Succeeding With Enterprise Customer-Centricity Concepts, Practices, and Applications
ISBN-13: 9781606498965 / Angielski / Miękka / 2014 / 154 str.
Customers Inside, Customers Outside: Designing and Succeeding With Enterprise Customer-Centricity Concepts, Practices, and Applications
ISBN-13: 9781606498965 / Angielski / Miękka / 2014 / 154 str.
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Over the past several years, leading companies have entered a period of major marketing and operational adjustment and convergence, or intersection. It's a reaction to a critical fact of life: Customers--not organizations-- now control the decision-making dynamics and how organizations are perceived. We are witnessing significant multichannel media application (and resultant omnichannel access by consumers), along with more effective and pervasive customer data gathering, analysis, and modeling. If you're observing these major shifts in your own organization, you'll need this book. Inside, you'll learn how to build proactive customer communication, improve relationships, drive positive brand perception, optimize channel selection and message personalization, and enhance employee-related factors (hiring, training, reward, recognition), all leading to superior customer experience and a customercentric culture. In addition, the author has incorporated content on 'Big Data' generation and analytics, which you'll master while scoring a direct hit to the moving target--your continuously changing, and increasingly independent, customer base.
Over the past several years, leading companies haveentered a period of major marketing and operationaladjustment and convergence, or intersection. Its areaction to a critical fact of life: Customers-not organizations-now control the decision-making dynamicsand how organizations are perceived. We arewitnessing significant multichannel media application(and resultant omnichannel access by consumers),along with more effective and pervasive customerdata gathering, analysis, and modeling.If youre observing these major shifts in your ownorganization, youll need this book. Inside, youlllearn how to build proactive customer communication,improve relationships, drive positive brandperception, optimize channel selection and messagepersonalization, and enhance employee-related factors(hiring, training, reward, recognition), all leadingto superior customer experience and a customercentricculture. In addition, the author has incorporatedcontent on "Big Data" generation and analytics,which youll master while scoring a direct hit to themoving target-your continuously changing, and increasinglyindependent, customer base.
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