Franklin

Customers Inside, Customers Outside : Designing and Succeeding with Enterprise Customer-Centricity Concepts, Practices, and Applications.

Author/Creator:
Lowenstein, Michael W.
Publication:
New York : Business Expert Press, 2014.
Format/Description:
Book
1 online resource (156 pages)
Status/Location:
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Other records:
Subjects:
Customer relations.
Relationship marketing.
marketing.
customer loyalty.
customer centricity.
customer experience.
employee loyalty.
Form/Genre:
Electronic books.
Summary:
Over the past several years, leading companies haveentered a period of major marketing and operationaladjustment and convergence, or intersection. It's areaction to a critical fact of life: Customers--not organizations--now control the decision-making dynamicsand how organizations are perceived. We arewitnessing significant multichannel media application(and resultant omnichannel access by consumers),along with more effective and pervasive customerdata gathering, analysis, and modeling.If you're observing these major shifts in your ownorganization, you'll need this book. Inside, you'lllearn how to build proactive customer communication,improve relationships, drive positive brandperception, optimize channel selection and messagepersonalization, and enhance employee-related factors(hiring, training, reward, recognition), all leadingto superior customer experience and a customercentricculture. In addition, the author has incorporatedcontent on "Big Data" generation and analytics,which you'll master while scoring a direct hit to themoving target--your continuously changing, and increasinglyindependent, customer base.
Contents:
Intro
Contents
CHAPTER 1. The Customer-Centric Enterprise
CHAPTER 2. Customer and Brand Decision Making and Influence
CHAPTER 3. Customer Behavior Measurement
CHAPTER 4. Big Customer Data
CHAPTER 5. Customer Strategy and Tactics (Branding, Communications, and Relationships)
AFTERWORD
EPILOGUE
About the Author
Notes
References
Index
Ad page.
Notes:
Description based on publisher supplied metadata and other sources.
Local notes:
Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2021. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
Other format:
Print version: Lowenstein, Michael W. Customers Inside, Customers Outside
ISBN:
9781606498972
9781606498965
OCLC:
869630637