Customer Relationship Management (CRM) is now critical to the profitability and long-term success of companies across all industries. This title examines such topics as: customer needs and value differentiation, customer acquisition versus retention and individualized customer r…
A fundamental shift is underway that will change how we conceive of value. In an era of increasing interconnectedness, individuals, as opposed to institutions, stand at the center of value creation. To adapt to this tectonic shift, organizations can no longer unilaterally devise…
"Once revolutionary, loyalty programs designed to differentiate products quickly became commoditized. And yet, billions of dollars are still spent every year on programs that are doomed to fail. These programs, it turns out, don't inspire long-term loyalty. Once a better deal co…
"Whether or not you use Salesforce, this book will provide you with a strategic framework to drive business transformation for your organization and your customers, and give an understanding of how cloud technology influences, and is influenced by, current trends and development…
"A comprehensive guide to a burgeoning field, this book shows how to design and implement a future-proof post-sales service program focused on proactively addressing customers' needs in a personalized way. For too long, companies have detached from customers after the moment of …
"This book unravels and provides business managers and scholars with new development in managing the ever-increasing global and advance technology change influencing the running of online business"
Is your company a storyteller or a storydoer? The old way to market a business was storytelling. But in today's world, simply communicating your brand's story in the hope that customers will listen is no longer enough. Instead, your authentic brand must be evident in every actio…
Is your company a storyteller or a storydoer? The old way to market a business was storytelling. But in today's world, simply communicating your brand's story in the hope that customers will listen is no longer enough. Instead, your authentic brand must be evident in every actio…
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. But success doesn't just rely on digital engagement and excellence,…
"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…
"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…
This book covers ten principles you can use to make real world improvements toyour customers' experiences, whatever your business does and whoever you are.