The new customer experience management: why and how the companies of the future address their customers' needs proactively
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New York
Routledge
2023
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| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | xi, 135 Seiten |
| ISBN: | 9781032313412 9781032313443 |
Staff View
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Record in the Search Index
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| adam_text | Contents Foreword ix Introduction 1 SECTION 1 The Foundations of Proactive Personalized Post-Sales Service (PPPS) 5 1 Value-Creation: A Framework for Marketing 7 2 The Power of Proactive PersonalizedPost-Sales Service 3 The Limitations of the Existing Post-Sales Service Initiatives 21 37 SECTION 2 A Roadmap for Proactive Personalized Post-Sales Service 51 4 Is Human Behavior Predictable? 53 5 Roadmap Step 1 — Kick-Off: Set Goals, Plan, and Get Buy-In 61 6 Roadmap Step2 - Input: Collect Customer Feedback 69 7 Roadmap Step3 — Input: Collect Customer Data 80 8 Roadmap Step4 — Understanding: Analyze the Data 87
viii Contents 9 Roadmap Step 5 - Action: Initiatives for Customer Inspiration, Motivation, Education, and Adjustments on the Fly 10 Roadmap Step 6 - Scale-Up: ExpandYour Initiatives to Your Full Customer Base 11 Challenges in Designing and Running Proactive Personalized Post-Sales Service Programs Recap Supplemental Material Index 99 108 115 121 126 132
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| adam_txt |
Contents Foreword ix Introduction 1 SECTION 1 The Foundations of Proactive Personalized Post-Sales Service (PPPS) 5 1 Value-Creation: A Framework for Marketing 7 2 The Power of Proactive PersonalizedPost-Sales Service 3 The Limitations of the Existing Post-Sales Service Initiatives 21 37 SECTION 2 A Roadmap for Proactive Personalized Post-Sales Service 51 4 Is Human Behavior Predictable? 53 5 Roadmap Step 1 — Kick-Off: Set Goals, Plan, and Get Buy-In 61 6 Roadmap Step2 - Input: Collect Customer Feedback 69 7 Roadmap Step3 — Input: Collect Customer Data 80 8 Roadmap Step4 — Understanding: Analyze the Data 87
viii Contents 9 Roadmap Step 5 - Action: Initiatives for Customer Inspiration, Motivation, Education, and Adjustments on the Fly 10 Roadmap Step 6 - Scale-Up: ExpandYour Initiatives to Your Full Customer Base 11 Challenges in Designing and Running Proactive Personalized Post-Sales Service Programs Recap Supplemental Material Index 99 108 115 121 126 132 |
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| isbn | 9781032313412 9781032313443 |
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| physical | xi, 135 Seiten |
| publishDate | 2023 |
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| spelling | Yorgov, Ivaylo Verfasser aut The new customer experience management why and how the companies of the future address their customers' needs proactively Ivaylo Yorgov New York Routledge 2023 xi, 135 Seiten txt rdacontent n rdamedia nc rdacarrier Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 s DE-604 Erscheint auch als Onlineausgabe 978-1-003-30928-4 Digitalisierung UB Bamberg - ADAM Catalogue Enrichment application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=034018229&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Yorgov, Ivaylo The new customer experience management why and how the companies of the future address their customers' needs proactively Kundenmanagement (DE-588)4236865-0 gnd |
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| title | The new customer experience management why and how the companies of the future address their customers' needs proactively |
| title_auth | The new customer experience management why and how the companies of the future address their customers' needs proactively |
| title_exact_search | The new customer experience management why and how the companies of the future address their customers' needs proactively |
| title_exact_search_txtP | The new customer experience management why and how the companies of the future address their customers' needs proactively |
| title_full | The new customer experience management why and how the companies of the future address their customers' needs proactively Ivaylo Yorgov |
| title_fullStr | The new customer experience management why and how the companies of the future address their customers' needs proactively Ivaylo Yorgov |
| title_full_unstemmed | The new customer experience management why and how the companies of the future address their customers' needs proactively Ivaylo Yorgov |
| title_short | The new customer experience management |
| title_sort | the new customer experience management why and how the companies of the future address their customers needs proactively |
| title_sub | why and how the companies of the future address their customers' needs proactively |
| topic | Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Kundenmanagement |
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