Examines how companies can create a balance between marketing cutting-edge technology and anticipating customer demand.
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"This book takes the radical position that great companies can fail precisely because they do everything right." "It demonstrates why outstanding companies that had their competitive antennae up, listened astutely to customers, and invested aggressively in new technologies still…
The time is ripe for a new breed of innovative entrepreneurs to build businesses across industries that will bring in billions of dollars, while changing people's lives for the better. Sculley lays out a roadmap for building a truly transformative business, and he reveals the co…
This book brings together new research data, powerful strategies, and indispensable tools for implementing customer-centric brand management that supports today's customers and earns their loyalty. You'll master new digital brand management best practices hands-on, via realistic…
Aimed at students of organisation studies, human resource management and marketing, this text explores the real nature of customer service from different critical perspectives.
This is an important text for all students and practitioners of Business Intelligence (BI) and Customer Relationship Management (CRM). It provides a comprehensive resource for understanding and implementing Enterprise Resource Planning (ERP) and BI solutions Otherin the organisa…
Based on four empirical studies, Moritz Merkle examines the introduction of humanoid robots to the frontline service encounter in a customer-centric approach focusing on customer expectations and customer responses. The author identifies desirable robotic behavioral cues and sho…