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CUSTOMER EXPERIENCE EDGE: TECHNOLOGY(ISBN=9780071786973)书籍详细信息
- ISBN：9780071786973
- 作者：暂无作者
- 出版社：暂无出版社
- 出版时间：2011-09
- 页数：320
- 价格：197.70
- 纸张：胶版纸
- 装帧：精装
- 开本：16开
- 语言：未知
- 丛书：暂无丛书
- TAG：暂无
- 豆瓣评分：暂无豆瓣评分
内容简介：
“This excellent book makes it quite clear that your business has
to focus on customer experience for 21st-century business success.
It’s more than refreshing to read the multiple case studies and
well thought out approach and to hear the experienced voices of
these authors. You’ve spent way too much time reading this
endorsement. Read the book instead. It’s so worth it.”
—Paul Greenberg, author of CRM at the Speed of Light
“To differentiate yourself and delight your customers, you must
manage your customers’ experience with your goods or services, and
your company. This invaluable book will show you why you must do
this, and how to do it well.”
—Henry Chesbrough, author of Open Innovation and Professor at
the Haas School of Business, University of California Berkeley
“Technology advances are raising the human expectation of what
an experience with a company can and should be. Finally, a book has
been written that combines behavioral psychological,
micro-economic, and technological considerations defining the
customer experience edge.”
—Paul D’Alessandro, Partner, PricewaterhouseCoopers
“As we move from Customer Experience 1.0 to Customer Experience
2.0, organizations and practitioners need a solid blueprint for
success. Reza, Vinay, and Volker have created a clear and concise
guide based on global best practices and proven principles. If you
are ready to transform your organization, start by reading this
book.”
—Lior Arussy, President, Strativity Group, and author of
Customer Experience Strategy
“The Customer Experience Edge is an excellent book to gain
insights on how to leverage customer experience as a competitive
advantage. The case studies serve as recipes that can be added to,
modified, or simply baked into business plans to improve or deliver
an exceptional customer experience.”
—Deb Dexter, Customer Service Director, Cardinal Health
About the Book:
Globalization and advanced technologies have given ever greater
power to the person who decides if your business will succeed or
fail—the customer. Whether your company serves consumers or other
businesses, you can no longer compete on price and quality alone.
To gain profits and market share, you have to deliver an experience
that makes customers want to come back—and that sets you apart from
the competition. You need to seize The Customer Experience
Edge.
Drawing on over sixty years of experience in shaping customer
centric strategies and technologies for leading companies, three
innovators bring you practical and proven ways to create your
customer experience programs and overall business strategies. The
key is to strike a balance between programs that are effective but
prohibitively expensive and programs that fail to dedicate enough
resources to be effective. In the middle ground lie the tools that
everyone overlooks—foundational and disruptive technologies. These
are the authors’ main fields of expertise, and these are what make
the customer experience profitable.
The Customer Experience Edge explains how to combine strategy,
leadership, organizational change, and technology to:
Develop products and services that are highly valued by
customers
Form bonds that keep clients from turning to competitors
Transform customers into your best advocates
It’s a new world of business, and customers are keenly aware
that their loyalty is valuable currency. The Customer Experience
Edge gives you a cost-effective, sustainable way to provide an
unforgettable experience that builds loyalty and turns it into
real, measurable profits.
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.
书籍目录：
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作者介绍：
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.
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在线阅读地址：CUSTOMER EXPERIENCE EDGE: TECHNOLOGY(ISBN=9780071786973)在线阅读
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原文赏析：
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其它内容：
书籍介绍
"This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It's more than refreshing to read the multiple case studies and well thought out approach and to hear the experienced voices of these authors. You've spent way too much time reading this endorsement. Read the book instead. It's so worth it." --Paul Greenberg, author of CRM at the Speed of Light "To differentiate yourself and delight your customers, you must manage your customers' experience with your goods or services, and your company. This invaluable book will show you why you must do this, and how to do it well." --Henry Chesbrough, author of Open Innovation and Professor at the Haas School of Business, University of California Berkeley "Technology advances are raising the human expectation of what an experience with a company can and should be. Finally, a book has been written that combines behavioral psychological, micro-economic, and technological considerations defining the customer experience edge." --Paul D'Alessandro, Partner, PricewaterhouseCoopers "As we move from Customer Experience 1.0 to Customer Experience 2.0 , organizations and practitioners need a solid blueprint for success. Reza, Vinay, and Volker have created a clear and concise guide based on global best practices and proven principles. If you are ready to transform your organization, start by reading this book." --Lior Arussy, President, Strativity Group, and author of Customer Experience Strategy "The Customer Experience Edge is an excellent book to gain insights on how to leverage customer experience as a competitive advantage. The case studies serve as recipes that can be added to, modified, or simply baked into business plans to improve or deliver an exceptional customer experience." --Deb Dexter, Customer Service Director, Cardinal Health About the Book: Globalization and advanced technologies have given ever greater power to the person who decides if your business will succeed or fail--the customer. Whether your company serves consumers or other businesses, you can no longer compete on price and quality alone. To gain profits and market share, you have to deliver an experience that makes customers want to come back--and that sets you apart from the competition. You need to seize The Customer Experience Edge. Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies, three innovators bring you practical and proven ways to create your customer experience programs and overall business strategies. The key is to strike a balance between programs that are effective but prohibitively expensive and programs that fail to dedicate enough resources to be effective. In the middle ground lie the tools that everyone overlooks--foundational and disruptive technologies. These are the authors' main fields of expertise, and these are what make the customer experience profitable. The Customer Experience Edge explains how to combine strategy, leadership, organizational change, and technology to: Develop products and services that are highly valued by customers Form bonds that keep clients from turning to competitors Transform customers into your best advocates It's a new world of business, and customers are keenly aware that their loyalty is valuable currency. The Customer Experience Edge gives you a cost-effective, sustainable way to provide an unforgettable experience that builds loyalty and turns it into real, measurable profits.
书籍真实打分
故事情节：3分
人物塑造：3分
主题深度：3分
文字风格：5分
语言运用：6分
文笔流畅：9分
思想传递：6分
知识深度：8分
知识广度：8分
实用性：5分
章节划分：5分
结构布局：4分
新颖与独特：3分
情感共鸣：8分
引人入胜：7分
现实相关：6分
沉浸感：6分
事实准确性：5分
文化贡献：3分
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