Augmented Customer Strategy

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Augmented Customer Strategy

Gilles N'Goala,Virginie Pez-Perard,Isabelle Prim-Allaz
Augmented Customer Strategy Book PDF

Author : Gilles N'Goala,Virginie Pez-Perard,Isabelle Prim-Allaz
Publisher : John Wiley & Sons
Page : 326 pages
File Size : 47,5 Mb
Release : 2019-07-30
Category : Business & Economics
ISBN : 9781786303721

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Augmented Customer Strategy by Gilles N'Goala,Virginie Pez-Perard,Isabelle Prim-Allaz Pdf

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.

Connected Strategy

Nicolaj Siggelkow,Christian Terwiesch
Connected Strategy Book PDF

Author : Nicolaj Siggelkow,Christian Terwiesch
Publisher : Harvard Business Press
Page : 157 pages
File Size : 46,7 Mb
Release : 2019-04-30
Category : Business & Economics
ISBN : 9781633697010

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Connected Strategy by Nicolaj Siggelkow,Christian Terwiesch Pdf

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.

Transform Customer Experience

Isabella Villani
Transform Customer Experience Book PDF

Author : Isabella Villani
Publisher : John Wiley & Sons
Page : 288 pages
File Size : 42,6 Mb
Release : 2019-01-18
Category : Business & Economics
ISBN : 9780730369103

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Transform Customer Experience by Isabella Villani Pdf

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.

Crafting Customer Experience Strategy

Sapna Popli,Bikramjit Rishi
Crafting Customer Experience Strategy Book PDF

Author : Sapna Popli,Bikramjit Rishi
Publisher : Emerald Group Publishing
Page : 257 pages
File Size : 44,9 Mb
Release : 2021-05-04
Category : Business & Economics
ISBN : 9781839097102

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Crafting Customer Experience Strategy by Sapna Popli,Bikramjit Rishi Pdf

Crafting Customer Experience Strategy: Lessons from Asia looks at how Customer Experience Management can be vital in providing a competitive advantage for businesses. This is essential reading for marketing scholars and practitioners looking for insights into improving their customers' experiences.

The Impact of Digitalization on Current Marketing Strategies

Luis Matosas-López
The Impact of Digitalization on Current Marketing Strategies Book PDF

Author : Luis Matosas-López
Publisher : Emerald Group Publishing
Page : 252 pages
File Size : 43,7 Mb
Release : 2024-03-14
Category : Business & Economics
ISBN : 9781837536887

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The Impact of Digitalization on Current Marketing Strategies by Luis Matosas-López Pdf

Digitalization completely has transformed marketing. It has changed consumption habits, consumer behaviour, and purchasing processes. In addition, it has modified marketing strategies, tactics, and processes, offering a wide range of mechanisms that allow companies, of all types and sizes, to enhance their commercial actions.

Customer Experience Strategy

Lior Arussy
Customer Experience Strategy Book PDF

Author : Lior Arussy
Publisher : Unknown
Page : 350 pages
File Size : 46,6 Mb
Release : 2010
Category : Consumer satisfaction
ISBN : 0578047578

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Customer Experience Strategy by Lior Arussy Pdf

In writing Customer Experience Strategy, I worked to combine a complete strategic and executional blueprint with an easily accessed reference book. My goal is to allow you to find practical guidance and new ideas to enhance your customer experience journey, no matter your entry point into the strategy. Are you struggling with leadership?s sponsorship? There?s is a chapter for that. Missing the business case? There?s a chapter for that. Looking for guidance how to innovate? There?s a chapter for that. Just getting started in exploring this customer-centric endeavor? There?s an entire blueprint, from start to launch and beyond, for that very purpose. No matter your current stage in the customer experience journey, this book is designed to help you achieve the next level. It?s time to stop focusing on others? customer experience stories and create your own success story. It?s time to stop staring at such legends as Starbucks, Nordstrom, Virgin, Southwest Airlines, Whole Foods and Four Seasons and start creating your own legendary customer experience. It?s time to execute. It will be my privilege, through the journey that is this book, to be part of your travels, and watch you create your own legend. ?Lior Arussy

The 21st Century from the Positions of Modern Science: Intellectual, Digital and Innovative Aspects

Elena G. Popkova,Bruno S. Sergi
The 21st Century from the Positions of Modern Science Intellectual Digital and Innovative Aspects Book PDF

Author : Elena G. Popkova,Bruno S. Sergi
Publisher : Springer Nature
Page : 696 pages
File Size : 55,5 Mb
Release : 2019-11-02
Category : Technology & Engineering
ISBN : 9783030320157

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The 21st Century from the Positions of Modern Science: Intellectual, Digital and Innovative Aspects by Elena G. Popkova,Bruno S. Sergi Pdf

These proceedings gather the best papers presented at the “10th International Scientific and Practical Conference – the 21st Century from the Positions of Modern Science: Intellectual, Digital and Innovative Aspects,” which was organized by the non-profit organization “Institute of Scientific Communications.” The conference took place on May 23–24 in Nizhny Novgorod, Russia, with support from Minin Nizhny Novgorod State Pedagogical University. The chief advantage of these proceedings are their multidisciplinary character – they include articles and empirical studies addressing various fields, including economics, the social sciences, and law. Accordingly, the target audience is broad, covering scholars, researchers, independent experts, entrepreneurs, and government workers, who are interested in issues concerning: measuring and accelerating socio-economic development; the formation and evolution of the digital society and digital economy; the role of economic systems and economic subjects in the 21st-century technological revolution (the fourth industrial revolution); development and implementation of AI; development and application of intellectual resources in economic activities; and innovations in the economy.

Build Your Customer Strategy

James G. Barnes
Build Your Customer Strategy Book PDF

Author : James G. Barnes
Publisher : John Wiley & Sons
Page : 223 pages
File Size : 48,5 Mb
Release : 2007-01-06
Category : Business & Economics
ISBN : 9780470056264

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Build Your Customer Strategy by James G. Barnes Pdf

"The customer relationships that a company is able to cultivate represent the most important asset that will never appear on its balance sheet." -From Chapter 1 of Build Your Customer Strategy Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships spells out how to create profitable and lasting customer relationships. It demystifies creating the great customer experience-something that everyone seems to be talking about these days-by showing you how to approach "experience" in ways your competitors haven't even thought of. Praise for Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships "Jim Barnes has written a down-to-earth, highly readable book that takes you through real examples with concrete ideas you can use today. Fact is, customers are the only source of revenue, and Jim will help your company build the strategy to grow the value of each customer to your firm, by making sure your firm becomes more valuable to each customer." -Don Peppers and Martha Rogers, PhD coauthors, The One to One Future and Return on Customer "Jim Barnes is in a class by himself as a guru who truly understands customer relationships from the customer's point of view. Read Build Your Customer Strategy when you're ready to move past slogans and technology-based CRM projects to create real customer equity and long-term profitability." -Bob Thompson, CEO CustomerThink Corp., and founder, CRMGuru.com "Build Your Customer Strategy is the book for leaders committed to creating genuine connections with clients. Jim goes beyond conventional thinking to help businesses understand, create, and implement a strategy that will result in the type of long-term loyal customers everyone wants-the ones who bring their family and friends." -Anne Lockie, Executive Vice President, Sales Canadian Personal and Business Clients, RBC Royal Bank "Excellent reading. Jim Barnes brings a refreshing perspective to customer service, loyalty and the importance of long-term, sustainable client relationships. Insightful and very educational." -Stephen Foster, Senior Vice President, Operations Starwood Hotels & Resorts Worldwide, Inc.

Digital and Social Media Marketing

Nripendra P. Rana,Emma L. Slade,Ganesh P. Sahu,Hatice Kizgin,Nitish Singh,Bidit Dey,Anabel Gutierrez,Yogesh K. Dwivedi
Digital and Social Media Marketing Book PDF

Author : Nripendra P. Rana,Emma L. Slade,Ganesh P. Sahu,Hatice Kizgin,Nitish Singh,Bidit Dey,Anabel Gutierrez,Yogesh K. Dwivedi
Publisher : Springer Nature
Page : 337 pages
File Size : 40,5 Mb
Release : 2019-11-11
Category : Business & Economics
ISBN : 9783030243746

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Digital and Social Media Marketing by Nripendra P. Rana,Emma L. Slade,Ganesh P. Sahu,Hatice Kizgin,Nitish Singh,Bidit Dey,Anabel Gutierrez,Yogesh K. Dwivedi Pdf

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.

Breaking Down Language and Cultural Barriers Through Contemporary Global Marketing Strategies

Khosrow-Pour, D.B.A., Mehdi
Breaking Down Language and Cultural Barriers Through Contemporary Global Marketing Strategies Book PDF

Author : Khosrow-Pour, D.B.A., Mehdi
Publisher : IGI Global
Page : 339 pages
File Size : 44,6 Mb
Release : 2019-06-14
Category : Business & Economics
ISBN : 9781522569817

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Breaking Down Language and Cultural Barriers Through Contemporary Global Marketing Strategies by Khosrow-Pour, D.B.A., Mehdi Pdf

One of the most challenging obstacles for many businesses in successfully reaching a global market stems from cultural and language barriers and the lack of a clear understanding of this issue. It is critical for businesses to understand these cultural and language barriers and how to face them through effective communications and cultural sensitivity. The companies that will thrive and see the most success are the ones whose employees communicate and collaborate effectively with customers, suppliers, and partners all over the world. Breaking Down Language and Cultural Barriers Through Contemporary Global Marketing Strategies provides both empirical and theoretical research focused on ways that business professionals and organizations are breaking down cultural and language barriers, integrating cultural sensitivity, and implementing cross-cultural management practices into their daily business practices. Featuring research on topics such as origin effects, consumption culture, and cross-cultural management, managers, consultants, academic researchers, practitioners, business educators, and advanced students in various disciplines will find the content within this publication to be beneficial.

Dynamic Customer Strategy

John F. Tanner, Jr.
Dynamic Customer Strategy Book PDF

Author : John F. Tanner, Jr.
Publisher : Business Expert Press
Page : 191 pages
File Size : 52,8 Mb
Release : 2013-12-31
Category : Business & Economics
ISBN : 9781606496978

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Dynamic Customer Strategy by John F. Tanner, Jr. Pdf

Marketers, merchandisers, and sales executives alike are struggling with Big Data - the data streaming at increasing speeds from myriad channels and options for communicating with customers. The tools are likely to continue to multiply, paralyzing many executives with simply too many choices. Using data from a four-year study, this book provides a process for rigorous decision making, eliminating the paralysis and optimizing decision making for marketing performance. This book is intended for a broad audience including students and professors in graduate business schools, and practicing business executives. The goal is to inform marketing practice and help current and future business leaders navigate through the competitive storms unleashed by technological change.

Managing Customer Experience and Relationships

Don Peppers,Martha Rogers
Managing Customer Experience and Relationships Book PDF

Author : Don Peppers,Martha Rogers
Publisher : John Wiley & Sons
Page : 624 pages
File Size : 47,6 Mb
Release : 2016-11-14
Category : Business & Economics
ISBN : 9781119236252

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Managing Customer Experience and Relationships by Don Peppers,Martha Rogers Pdf

Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you'll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or training session. The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction. Understand the fundamental principles of the customer relationship Implement the IDIC model to improve CRM ROI Identify essential metrics for CRM evaluation and optimization Increase customer loyalty to drive profits and boost margins Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal—but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.

Using Strategy Analytics to Measure Corporate Performance and Business Value Creation

Kautish, Sandeep
Using Strategy Analytics to Measure Corporate Performance and Business Value Creation Book PDF

Author : Kautish, Sandeep
Publisher : IGI Global
Page : 287 pages
File Size : 44,9 Mb
Release : 2021-06-25
Category : Computers
ISBN : 9781799877189

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Using Strategy Analytics to Measure Corporate Performance and Business Value Creation by Kautish, Sandeep Pdf

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.

Insights, Innovation, and Analytics for Optimal Customer Engagement

Nagaraj, Samala
Insights Innovation and Analytics for Optimal Customer Engagement Book PDF

Author : Nagaraj, Samala
Publisher : IGI Global
Page : 334 pages
File Size : 55,8 Mb
Release : 2021-02-12
Category : Business & Economics
ISBN : 9781799839200

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Insights, Innovation, and Analytics for Optimal Customer Engagement by Nagaraj, Samala Pdf

Engaging customers has become an effective strategy of marketers for improving customer-brand relationships as customer engagement is a perfect predictor of organic growth. Aggressive sales promotions, advertising campaigns, rewards, discounts, and more may attract a customer, but customer engagement creates an emotional connection with the brands/firms/services, which drives customer loyalty and long-term profitability. This has become much more applicable and effective with the use of social media platforms and the increased access of internet. Moreover, the implementation of customer analytics to measure engagement activities has provided marketers with more insights for improving services. Insights, Innovation, and Analytics for Optimal Customer Engagement is an advanced reference book that covers the latest emerging research in customer engagement and includes underlying theories, innovative methods, a review of existing literature, engagement analytics, and insights for marketers with reference to customer engagement. The book covers various product categories, industries, and sectors that are working to engage customers in inventive and creative ways. This book is a comprehensive reference tool for marketers, brand managers, social media specialists, advertisers, managers, executives, academicians, researchers, practitioners, and students interested in gaining comprehensive knowledge about customer engagement and the latest advancements in the field.

Handbook of Research on IoT, Digital Transformation, and the Future of Global Marketing

El-Gohary, Hatem,Edwards, David,Ben Mimoun, Mohamed Slim
Handbook of Research on IoT Digital Transformation and the Future of Global Marketing Book PDF

Author : El-Gohary, Hatem,Edwards, David,Ben Mimoun, Mohamed Slim
Publisher : IGI Global
Page : 471 pages
File Size : 42,6 Mb
Release : 2021-06-25
Category : Business & Economics
ISBN : 9781799871941

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Handbook of Research on IoT, Digital Transformation, and the Future of Global Marketing by El-Gohary, Hatem,Edwards, David,Ben Mimoun, Mohamed Slim Pdf

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.