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Author: Gilles N'Goala
Publisher: John Wiley & Sons
ISBN: 111961824X
Category : Business & Economics
Languages : en
Pages : 326
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Book Description
Digital transformation is shaping a new landscape for businesses and their customers. For marketing professionals, advancing technology (artificial intelligence, robots, chatbots, etc.) and the explosion of personal data available present great opportunities to offer customers experiences that are ever richer, more fluid and more connected. For customers, this ecosystem is synonymous with new roles. They are more autonomous and have power alongside the company: they influence, innovate, punish and more. These developments push companies to implement new customer strategies. It is in this context, marked by pitfalls and paradoxes, that the authors of this book reflect on the customer relationship, what it has become and what it will be tomorrow. The book provides practitioners, teacher-researchers and Master's students with a state of the art and a prospective vision of customer relations in a digital world. It is aimed at those who want to gain an up-to-date understanding of the field and find all the keys needed to project themselves into the future.
Author: Gilles N'Goala
Publisher: John Wiley & Sons
ISBN: 111961824X
Category : Business & Economics
Languages : en
Pages : 326
Get Book Here
Book Description
Digital transformation is shaping a new landscape for businesses and their customers. For marketing professionals, advancing technology (artificial intelligence, robots, chatbots, etc.) and the explosion of personal data available present great opportunities to offer customers experiences that are ever richer, more fluid and more connected. For customers, this ecosystem is synonymous with new roles. They are more autonomous and have power alongside the company: they influence, innovate, punish and more. These developments push companies to implement new customer strategies. It is in this context, marked by pitfalls and paradoxes, that the authors of this book reflect on the customer relationship, what it has become and what it will be tomorrow. The book provides practitioners, teacher-researchers and Master's students with a state of the art and a prospective vision of customer relations in a digital world. It is aimed at those who want to gain an up-to-date understanding of the field and find all the keys needed to project themselves into the future.
Author: Nicolaj Siggelkow
Publisher: Harvard Business Press
ISBN: 1633697010
Category : Business & Economics
Languages : en
Pages : 157
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Book Description
Business Models for Transforming Customer Relationships What if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous relationships--while simultaneously driving dramatic improvements in operational efficiency? What if you could break your existing trade-offs between superior customer experience and low cost? This is the promise of a connected strategy. New forms of connectivity--involving frequent, low-friction, customized interactions--mean that companies can now anticipate customer needs as they arise, or even before. Simultaneously, enabled by these technologies, companies can create new business models that deliver more value to customers. Connected strategies are win-win: Customers get a dramatically improved experience, while companies boost operational efficiency. In this book, strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies as a new source of competitive advantage. With in-depth examples from companies operating in industries such as healthcare, financial services, mobility, retail, entertainment, nonprofit, and education, Connected Strategy identifies the four pathways--respond-to-desire, curated offering, coach behavior, and automatic execution--for turning episodic interactions into continuous relationships. The authors show how each pathway creates a competitive advantage, then guide you through the critical decisions for creating and implementing your own connected strategies. Whether you're trying to revitalize strategy in an established company or disrupt an industry as a startup, this book will help you: Reshape your connections with your customers Find new ways to connect with existing suppliers while also activating new sources of capacity Create the right revenue model Make the best technology choices to support your strategy Integrating rich examples, how-to advice, and practical tools in the form of "workshop chapters" throughout, this book is the ultimate resource for creating competitive advantage through connected relationships with your customers and redefined connections in your industry.
Author: Thierry Delecolle
Publisher: John Wiley & Sons
ISBN: 1394300735
Category : Medical
Languages : en
Pages : 292
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Book Description
Digital transformation has shaped a new landscape for companies and their customers, offering companies a wealth of data with which to develop customer knowledge. However, this evolution is just one of many transformations in customer marketing within an increasingly complex reality, thrown into turmoil by environmental and social changes. New frontiers in customer relations strategies are thus being drawn, some in new territories grounded in efforts to preserve scarce resources, while others are built on expectations of social responsibility. These profound societal changes also reveal darker frontiers, where companies have insufficient ethical considerations for vulnerable customers, or merely react to changes in legislation. New Frontiers of Customer Strategy offers practitioners, lecturers and students an up-to-date reflection on the role of customer relations now and in the future, to keep pace with environmental, digital, inclusive and ethical issues, as well as organizational governance.
Author: Nripendra P. Rana
Publisher: Springer Nature
ISBN: 3030243745
Category : Business & Economics
Languages : en
Pages : 337
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Book Description
This book examines issues and implications of digital and social media marketing for emerging markets. These markets necessitate substantial adaptations of developed theories and approaches employed in the Western world. The book investigates problems specific to emerging markets, while identifying new theoretical constructs and practical applications of digital marketing. It addresses topics such as electronic word of mouth (eWOM), demographic differences in digital marketing, mobile marketing, search engine advertising, among others. A radical increase in both temporal and geographical reach is empowering consumers to exert influence on brands, products, and services. Information and Communication Technologies (ICTs) and digital media are having a significant impact on the way people communicate and fulfil their socio-economic, emotional and material needs. These technologies are also being harnessed by businesses for various purposes including distribution and selling of goods, retailing of consumer services, customer relationship management, and influencing consumer behaviour by employing digital marketing practices. This book considers this, as it examines the practice and research related to digital and social media marketing.
Author: Kautish, Sandeep
Publisher: IGI Global
ISBN: 1799877183
Category : Computers
Languages : en
Pages : 287
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Book Description
Strategic analytics is a relatively new field in conjunction with strategic management and business intelligence. Generally, the strategic management field deals with the enhancement of the decision-making capabilities of managers. Typically, such decision-making processes are heavily dependent upon various internal and external reports. Managers need to develop their strategies using clear strategy processes supported by the increasing availability of data. This situation calls for a different approach to strategy, including integration with analytics, as the science of extracting value from data and structuring complex problems. Using Strategy Analytics to Measure Corporate Performance and Business Value Creation discusses how to tackle complex business dynamics using optimization techniques and modern business analytics tools. It covers not only introductory concepts of strategic analytics but also provides strategic analytics applications in each area of management such as market dynamics, customer analysis, operations, and people management. It unveils the best industry practices and how managers can become expert strategists and analysts to better measure and enhance corporate performance and their businesses. This book is ideal for analysts, executives, managers, entrepreneurs, researchers, students, industry professionals, stakeholders, practitioners, academicians, and others interested in the strategic analytics domain and how it can be applied to complex business dynamics.
Author: Isabella Villani
Publisher: John Wiley & Sons
ISBN: 0730368386
Category : Business & Economics
Languages : en
Pages : 237
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Book Description
Your customers are your future. Smartphones, social media and the internet have given customers access to more information than ever before. If your business fails them, they will switch to your competitor and never return. So how do you keep them? By mapping their journeys, identifying potential hazards and reshaping your business with customer experience (CX) at its heart. From services to products, online to in-person, small-scale to multinational, your customers’ loyalty depends on how you interact with them. Transform Customer Experience is your ultimate guide to putting your customer first. Author and CX expert Isabella Villani shows how you can implement a customer strategy from planning to execution. Transform Customer Experience offers real-life insights into effective strategies for developing and implementing Customer Experience (CX) programs in a range of corporate, governmental and non-profit environments. • Shows you how to address dimensions of diversity in the customer base • Outlines customer journey mapping • Discusses the implications of customers’ omnichannel engagement • Addresses the importance of positive employee experience in establishing a supportive CX culture. Transform Customer Experience explains why you need to embed customer experience in your organisation and shows you how to do it.
Author: Rodrigues, Maria Antónia
Publisher: IGI Global
ISBN: 179989181X
Category : Business & Economics
Languages : en
Pages : 347
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Book Description
In a highly competitive market, digital transformation with internet of things, artificial intelligence, and other innovative technological trends are elements of differentiations and are important milestones in business development and consumer interaction, particularly in services. As a result, there are several new business models anchored in these digital and technological environments and new experiences provided to services consumers and firms that need to be examined. Impact of Digital Transformation on the Development of New Business Models and Consumer Experience provides relevant theoretical and empirical research findings and innovative and multifaceted perspectives on how digital transformation and other innovative technologies can drive new business models and create valued experiences for consumers and firms. Covering topics such as business models, consumer behavior, and gamification, this publication is ideal for industry professionals, managers, business owners, practitioners, researchers, professors, academicians, and students.
Author: Mark Abraham
Publisher: Harvard Business Press
ISBN: 1647826284
Category : Business & Economics
Languages : en
Pages : 170
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Book Description
In a world where consumers expect more—instantly and seamlessly—personalization is a strategic imperative. Consumers want personalized experiences, but few companies are rising to the challenge. Those that succeed in personalization build trusted relationships with millions of customers and engage with them at every step throughout their journey. Through the power of AI, they rethink their operations and unleash the creativity of their teams to fine-tune every interaction, delighting customers in the process. But most companies are not doing personalization well, leading to wasted money, squandered effort, and missed expectations. To be done effectively, personalization must be a critical element of an organization's strategy. Personalized is a playbook for delivering true personalization at scale. In this book, Boston Consulting Group's Mark Abraham and Harvard Business School's David C. Edelman describe Five Promises of Personalization: Empower Me: Understand each customer's needs and how best to meet them. Know Me: Win customers' trust and permission to use their data to improve their experience. Reach Me: Reach out to the right customer, in the right channel, at the right time. Show Me: Tailor unique content to be relevant to each customer, enabled by generative AI. Delight Me: Design new ways of working and ensure continuous improvement, so a customer's experience feels magical. With detailed examples across industries—including retail, health care, banking, technology, and travel—this book will help executives learn how to put personalization at the center of their strategy, accelerate growth, and capture their share of the $2 trillion personalization prize.
Author: El-Gohary, Hatem
Publisher: IGI Global
ISBN: 1799871940
Category : Business & Economics
Languages : en
Pages : 471
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Book Description
The business world today is changing enormously due to many factors that affect every element of the business cycle worldwide. From globalization to recession, in addition to other environmental forces, companies today face numerous challenges that have a great impact on business. Among the factors that are affecting the current way business is conducted are the emergence of marketing tools including the internet, internet of things (IoT), virtual reality, mobile applications, social media, electronic word of mouth (eWoM), artificial intelligence, digital marketing, and more that have a great impact not only on customers but also on companies. It is imperative for businesses to embrace the utilization of these tools in order to expand their customer base and provide unique, successful consumer experiences. The Handbook of Research on IoT, Digital Transformation, and the Future of Global Marketing provides comprehensive coverage of current global marketing trends related to the use of technology. The book links the industry with academia by providing useful insights on how to improve businesses’ ability to create and customize customer value and loyalty. Covering topics including e-commerce, mobile marketing, website development, and phygital customer experiences, this book is essential for marketers, brand managers, advertisers, IT consultants and specialists, customer relations officers, managers, practitioners, business owners, marketing and business associations, students, researchers, and academicians interested in incorporating the latest technologies and marketing strategies into their businesses and studies.
Author: Gerardus Blokdyk
Publisher: 5starcooks
ISBN: 9780655931355
Category :
Languages : en
Pages : 316
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Book Description
Do the Augmented Reality for Customer Support decisions you make today help people and the planet tomorrow? Which Augmented Reality for Customer Support goals are the most important? Identify an operational issue in your organization, for example, could a particular task be done more quickly or more efficiently by Augmented Reality for Customer Support? Who is gathering Augmented Reality for Customer Support information? What are your Augmented Reality for Customer Support processes? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Augmented Reality For Customer Support investments work better. This Augmented Reality For Customer Support All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Augmented Reality For Customer Support Self-Assessment. Featuring 948 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Augmented Reality For Customer Support improvements can be made. In using the questions you will be better able to: - diagnose Augmented Reality For Customer Support projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Augmented Reality For Customer Support and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Augmented Reality For Customer Support Scorecard, you will develop a clear picture of which Augmented Reality For Customer Support areas need attention. Your purchase includes access details to the Augmented Reality For Customer Support self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Augmented Reality For Customer Support Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
