Three customer experience experts provide executives and senior managers with cost-effective, sustainable methods for creating a superior customer experience--which generates heightened profitability in the age of rapid information flows and expanding customer expectations.
Three customer experience experts provide executives and senior managers with cost-effective, sustainable methods for creating a superior customer experience--which generates heightened profitability in the age of rapid information flows and expanding customer expectations.
Reza Soudagar is a Senior Director for global marketing at SAP, the leader in enterprise software. He has developed CRM technology and business strategies for clients at Accenture and Oracle and has played a key role in the creation of Oracle's CRM suite. Vinay Iyer is currently Vice President of global marketing at SAP after having cut his teeth in CRM at Siebel Systems. He holds an MBA from Wharton. Dr. Volker G. Hildebrand, Vice President for CRM Solutions at SAP, is a pioneering researcher focusing on customer-centric business strategies and innovative CRM technologies.
Inhaltsangabe
Introduction Part I Customer Experience: The New Competitive Battleground 1. Customer Experience in the "New Normal" 2. The Four Essentials of a Profitable Customer Experience Case Study: "Coop: Grocer Moves Shopping to the Palms of Customers' Hands" 3. B2B Customer Experience: Different Animal, Same Spots Case Study: "Synopsys: Focus on Customer Success Yields Substantial Cost Savings for Synopsys" Part II Making It Happen 4. Throwing Out the Old Playbook Case Study: "Cardinal Health, Inc.: Cardinal Health Transforms Customer Experience with a Cross-Company Service System" 5. The New Customer Experience Recipe Case Study: "The LEGO Group: Through Engagement and Interaction, The LEGO Group Plays Well with Customers" 6. A Fresh Look at the Top and Bottom Lines Part III Technology: The Core Ingredient 7. The Underlying Foundation for the Customer Experience Edge Case Study: "Colmobil: Customers, Not Cars, Now Drive Auto Importer's Strategy" 8. Adding Disruptive Technologies to Advance the Game Case Study: "CEMEX: Cementing Customer Bonds" 9. IT as the Catalyst of CE Transformation Part IV Sustaining The "Wow" 10. Ten On-Ramps to the Customer Experience Freeway 11. Measures of Success 12. Emerging Economies: Exporting a Profitable Customer Experience Case Study: "Akbank: The Customer Experience at Akbank Is Surpassed Only by the Turkish Bank's Growth" 13. The Future of Customer Experience 14. Action Items for Achieving the Customer Experience Edge Afterword: The Customer Experience Edge and SAP Appendix A: Bloomberg Businessweek Research Services North American Survey on Customer Service Experience: Survey Questionnaire and Methodology Appendix B: Bloomberg Businessweek Research Services Report on the Value of global Integration: The Right Foundation for growing global Notes Bibliography Resources Index
Introduction Part I Customer Experience: The New Competitive Battleground 1. Customer Experience in the "New Normal" 2. The Four Essentials of a Profitable Customer Experience Case Study: "Coop: Grocer Moves Shopping to the Palms of Customers' Hands" 3. B2B Customer Experience: Different Animal, Same Spots Case Study: "Synopsys: Focus on Customer Success Yields Substantial Cost Savings for Synopsys" Part II Making It Happen 4. Throwing Out the Old Playbook Case Study: "Cardinal Health, Inc.: Cardinal Health Transforms Customer Experience with a Cross-Company Service System" 5. The New Customer Experience Recipe Case Study: "The LEGO Group: Through Engagement and Interaction, The LEGO Group Plays Well with Customers" 6. A Fresh Look at the Top and Bottom Lines Part III Technology: The Core Ingredient 7. The Underlying Foundation for the Customer Experience Edge Case Study: "Colmobil: Customers, Not Cars, Now Drive Auto Importer's Strategy" 8. Adding Disruptive Technologies to Advance the Game Case Study: "CEMEX: Cementing Customer Bonds" 9. IT as the Catalyst of CE Transformation Part IV Sustaining The "Wow" 10. Ten On-Ramps to the Customer Experience Freeway 11. Measures of Success 12. Emerging Economies: Exporting a Profitable Customer Experience Case Study: "Akbank: The Customer Experience at Akbank Is Surpassed Only by the Turkish Bank's Growth" 13. The Future of Customer Experience 14. Action Items for Achieving the Customer Experience Edge Afterword: The Customer Experience Edge and SAP Appendix A: Bloomberg Businessweek Research Services North American Survey on Customer Service Experience: Survey Questionnaire and Methodology Appendix B: Bloomberg Businessweek Research Services Report on the Value of global Integration: The Right Foundation for growing global Notes Bibliography Resources Index
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