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"Designing the Customer-Centric Organization offers today's business leaders a comprehensive customer-centric organizational model that clearly shows how to put in place an infrastructure that is organized around the demands of the customer. Written by Jay Galbraith, this import…
The book is a practical guide to designing services that work for people. It offers insights, methods and case studis to help design, implement and measure multichannel service experiences with greater impact for costumers, businesses and society.
Focuses upon customer care in relation to human resource management issues and strategic planning. The text addresses the objective of customer loyalty and retention in relation to business success and how this can integrate a company's strategy.
"Authors Benjamin Schneider and Susan S. White cover the diverse conceptual and empirical approaches that characterize thinking and research on service quality, especially service delivery. The book introduces the concept of service and the important ways service production can …
"In an attempt to achieve high levels of growth, profit, and competitive advantage, American businesses have been implementing a variety of management initiatives, such as TQM, reengineering, service management, self-directed work teams, and empowerment. Too often, these initiat…
"This book provides a practical, realistic, systems thinking approach to planning for organizational sustainability. Only through proper planning and key strategic initiatives will organizations survive the revolutionary changes that are taking place in the '90's. Sustaining Hig…
Een nieuwe klantgerichte benadering gericht op kwaliteitsverhoging, die op vele facetten van de dienstverlening door bedrijven en organisaties van toepassing is.
"In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive advantage. In a recent global market study, 73% of respondents stated that ev…