CUSTOMER EXPERIENCE EDGE: TECHNOLOGY(ISBN=9780071786973)pdf/txt下载_在线阅读全文

内容简介

“This excellent book makes it quite clear that your business hasto focus on customer experience for 21st-century business success.It’s more than refreshing to read the multiple case studies andwell thought out approach and to hear the experienced voices ofthese authors. You’ve spent way too much time reading thisendorsement. Read the book instead. It’s so worth it.”
Develop products and services that are highly valued bycustomers
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 awarethat their loyalty is valuable currency. The Customer ExperienceEdge gives you a cost-effective, sustainable way to provide anunforgettable experience that builds loyalty and turns it intoreal, measurable profits.

“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.

显示全部信息

CUSTOMER EXPERIENCE EDGE: TECHNOLOGY(ISBN=9780071786973)

发布书评

相关图书推荐