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The customer experience edge : technology and techniques for delivering an enduring, profitable, and positive experience to your customers / Reza Soudagar, Vinay Iyer, Volker G. Hildebrand

Author
Soudagar, Reza
Published
New York : McGraw-Hill, [2012]
Copyright Date
©2012
Physical Description
1 online resource
Additional Creators
Hildebrand, Volker and Iyer, Vinay
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Language Note
English.
Contents
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.
Summary
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. --
Subject(s)
Genre(s)
ISBN
9780071786966 (electronic bk.)
0071786961 (electronic bk.)
1283315602
9781283315609
007178697X
9780071786973
9786613315601
6613315605
Note
Title from title screen.
Bibliography Note
Includes bibliographical references and index.
View MARC record | catkey: 37424104