Customer services Books
Kogan Page Ltd Customer Innovation
Book SynopsisDr. Marion Debruyne is Dean at Vlerick Business School, Belgium, ranked within the Financial Times Top 100 Business Schools. An international coach and speaker on customer innovation, she is a professor of marketing and innovation, with diverse industry experience ranging from healthcare and financial services to consumer products. Dr. Koen Tackx is a professor of strategic marketing at Vlerick Business School, Belgium where his main focus is on how companies can create superior value for their customers. Before joining the academic world, he held several executive positions in different service industries.Table of Contents Chapter - 00: Introduction – Connect–convert–collaborate – How to build a customer-driven innovation journey; Section - PART ONE: The zoom lens – Laying the foundation for outside-in strategy; Chapter - 01: Connect using the zoom lens – Five practices to zoom in on your customer; Chapter - 02: Convert using the zoom lens – How to create a culture of daily innovation; Chapter - 03: Collaborate using the zoom lens – Placing the customer at the heart of your activities; Section - PART TWO: The wide lens – How to innovate your current customer journey; Chapter - 04: Connect using the wide lens – Understanding your customers’ journey, goals and outcomes; Chapter - 05: Convert using the wide lens – Creating innovative solutions to the challenges that customers face; Chapter - 06: Collaborate using the wide lens – Creating customer value by collaborating along the value chain; Section - PART THREE: The fisheye lens – Expanding your customer base to new horizons; Chapter - 07: Connect using the fisheye lens – How to learn from customers you don’t have; Chapter - 08: Convert using the fisheye lens – Should business-model innovation be on your agenda?; Chapter - 09: Collaborate using the fisheye lens – Creating adaptable ecosystems for change and expansion; Section - PART FOUR: Conclusion; Chapter - 10: Conclusion – Three essential capabilities – The playbook for continual customer-based growth
£33.24
Kogan Page Customer Innovation
Book SynopsisDr. Marion Debruyne is Dean at Vlerick Business School, Belgium, ranked within the Financial Times Top 100 Business Schools. An international coach and speaker on customer innovation, she is a professor of marketing and innovation, with diverse industry experience ranging from healthcare and financial services to consumer products. Dr. Koen Tackx is a professor of strategic marketing at Vlerick Business School, Belgium where his main focus is on how companies can create superior value for their customers. Before joining the academic world, he held several executive positions in different service industries.Table of Contents Chapter - 00: Introduction – Connect–convert–collaborate – How to build a customer-driven innovation journey; Section - PART ONE: The zoom lens – Laying the foundation for outside-in strategy; Chapter - 01: Connect using the zoom lens – Five practices to zoom in on your customer; Chapter - 02: Convert using the zoom lens – How to create a culture of daily innovation; Chapter - 03: Collaborate using the zoom lens – Placing the customer at the heart of your activities; Section - PART TWO: The wide lens – How to innovate your current customer journey; Chapter - 04: Connect using the wide lens – Understanding your customers’ journey, goals and outcomes; Chapter - 05: Convert using the wide lens – Creating innovative solutions to the challenges that customers face; Chapter - 06: Collaborate using the wide lens – Creating customer value by collaborating along the value chain; Section - PART THREE: The fisheye lens – Expanding your customer base to new horizons; Chapter - 07: Connect using the fisheye lens – How to learn from customers you don’t have; Chapter - 08: Convert using the fisheye lens – Should business-model innovation be on your agenda?; Chapter - 09: Collaborate using the fisheye lens – Creating adaptable ecosystems for change and expansion; Section - PART FOUR: Conclusion; Chapter - 10: Conclusion – Three essential capabilities – The playbook for continual customer-based growth
£97.00
John Wiley & Sons Inc Microsoft CRM For Dummies
Book SynopsisProvides an introductory guide to Microsoft's entry into the Customer Relationship Management (CRM) software marketplace. This book discusses the key features of Microsoft's CRM software, including tools to help businesses sell more effectively, track and convert leads, make informed decisions faster, and provide consistent service.Table of ContentsIntroduction. Part I: Microsoft CRM Basics. Chapter 1: Looking Over Microsoft CRM. Chapter 2: Navigating the Microsoft CRM System. Chapter 3: Personalizing Your System. Part II: Managing Sales. Chapter 4: Working with Accounts and Contacts. Chapter 5: Creating and Managing Activities. Chapter 6: Using Notes and Attachments. Chapter 7: Using Your E-Mail. Chapter 8: Managing Territories. Chapter 9: Leads and Opportunities. Chapter 10: Using the Product Catalog. Chapter 11: Generating Quotes, Orders, and Invoices. Chapter 12: Sales Literature and Competitors. Chapter 13: Sales Quotas and Forecasting. Part III: Customer Service. Chapter 14: Working with Cases. Chapter 15: The Subject Manager. Chapter 16: Using the Knowledge Base. Chapter 17: Managing the Queues. Chapter 18: Working with Contracts. Part IV: Managing the WorkPlace. Chapter 19: Managing Business Units. Chapter 20: Security and Access Rights. Chapter 21: Implementing a Sales Process. Chapter 22: Business Rules and Workflow. Chapter 23: Running Reports. Part V: The Part of Tens. Chapter 24: Almost Ten Add-On Products. Chapter 25: Ten Ways to Get Help. Part VI: Appendixes. Chapter 26: Imitating Outlook. Chapter 27: Importing and Exporting Data. Chapter 28: Glossary. Chapter 29: Hardware, Networks, and Licenses. Index.
£21.24
John Wiley & Sons Inc Large Group Interventions
Book SynopsisLarge Group Interventions presents a comprehensive overview of twelve of the most powerful methods of large group interventions in use today. This comprehensive guide describes the methods'' origins, explores their differences and similarities, and presents vivid examples and case studies of each intervention method in action. Bring together as many as two thousand employees and customers in one location for activities as diverse as creating future direction, restructuring the organization, solving problems, and generating new ideas. Large Group Interventions covers: **A brief history of large group interventions **The search conference **Real-time strategic change **Participative design **Large group dynamics Large Group Interventions is the first and only book to present and compare different large group intervention methods and describe the situations and conditions under which each might be used.Table of ContentsForeword - W.Warner Burke Preface The Authors Part One: An Introduction to Large Group Interventions 1. Of Mud Flats and Solid Brass 2. A Brief History of Large Group Interventions Part Two: The Methods: Creating the Future Together 3. The Search Conference 4. Future Search 5. Real Time Strategic Change 6. ICA Strategic Planning Process Part Two Summary Part Three: The Methods: Work Design 7. The Conference Model 8. Fast Cycle Full Particiption Work Design 9. Real Time Work Design 10. Participative Design Part Three Summary Part Four: The Methods: Whole-System Participative Work 11. Simu-Real 12. Work-Out 13. Open Space Technology Part Four Summary Part Five: Group Dynamics, New Directions, and How to Move Ahead 14. Large Group Dynamics 15. Current Innovations and Underlying Values Appendix References Index
£52.20
John Wiley & Sons Inc Fabled Service Participant Workbook
Book SynopsisDevelop standard-setting customer service! Based on the best-selling book Fabled Service by BetsySanders! This program will help you develop exceptional customer servicethat puts your organization above your competition. InspiringFabled Service helps you assess your needs and select activities toimprove weak areas in your current customer service. Teach others vital customer service skills, such as how to: * Positively represent the organization * Satisfy customers so they will buy the product or service * Encourage customers to return * Understand what motivates people and initiates action * Solve problems immediately and effectively... and more! Simply written, this program includes all necessary materials tocreate results-oriented, customized customer service training. ATrainer''s Guide includes specific direction for administering theCustomer Service Survey, which assesses individual strengths andweaknesses in three learning aTable of ContentsA Message to the ParticipantCustomer Service SurveyParticipantMaterials for Activities Commitment: To Make Service Everything Your Company Is andDoes Commitment: To Be of Service in All That You Do Commitment: To Act on the Belief That You Are in Business to ServeCustomers Commitment: To Serve Those Who Serve the Customer Commitment: To Design Every Part of Your Business With Service Asthe Desired Outcome Commitment: To Be in Business to Serve Society Commitment: To Create and Sustain the Vision
£24.69
John Wiley & Sons Service Advising and Management
Book Synopsis
£68.40
Kogan Page Transforming CustomerBrand Relationships
Book SynopsisChristina Garnett is a respected fractional Chief Customer Officer and advisor, renowned for her expertise in advancing customer satisfaction and deepening brand loyalty across diverse industries, from Fortune 500 companies to startups. Based in Salem, Virginia, she is a contributor for Adweek and a sought-after speaker at major conferences such as INBOUND, Digital Summit, SemRush's Global Marketing Day amongst others. She also runs educational courses for both HubSpot Academic and SemRush.
£61.50
Apress Become ITIL 4 Foundation Certified in 7 Days
Book Synopsis Day 1.- Chapter 1: Introduction to the New ITIL.- Chapter 2: Brief Overview of DevOps.- Day 2.- Chapter 3: ITIL 101: Concepts and Core Foundation.- Chapter 4: Holistic Approach to Service Management: Four Dimensions.- Day 3.- Chapter 5A: Value Creation with Service Value System.- Chapter 5B: Influencing through Guiding Principles.- Chapter 6: ITIL's Management of Practices.- Day 4.- Chapter 7: Practices to Manage Stakeholders.- Chapter 8: Practices to Enable Service Support.- Chapter 9: Continual Improvement.- Day 5.- Chapter 10: Practices to Manage Operations.- Day 6.- Chapter 11: Practices to Manage Changes.- Chapter 12: Practices to Manage Releases.- Day 7.- Chapter 13: The Service Desk.- Chapter 14: Tips and Tricks for Taking the ITIL Exam.- Appendix A: Answers to Knowledge Checks.- Table of ContentsChapter 1: Introduction to the new ITILChapter Goal: To introduce the new ITIL, provide context and differentiate with the version 3No of pages : 15 pagesSub -Topics1. Why ITIL 4?1. Difference between ITIL 3 and ITIL 42. ITIL 4 Foundation Exam3. Other ITIL 4 ExamsChapter 2: Brief Overview of DevOpsChapter Goal: To introduce the DevOps frameworkNo of pages : 20 pagesSub -Topics1. Introduction to DevOps2. DevOps sections – people, process and technology3. DevOps processesChapter 3: ITIL BasicsChapter Goal: To introduce the key concepts of ITIL No of pages : 20 pagesSub -Topics1. Defining value2. Products vs services3. Concept of consumers and other stakeholders4. service relationships5. Processes and functionsChapter 4: Service Management - Four DimensionsChapter Goal: To discuss the four dimensions in detailNo of pages: 20 pagesSub - Topics 1. Organizations and people2. Information and technology3. Partners and suppliers4. Value Streams and processesChapter 5: ITIL Service Value SystemChapter Goal: To introduce service value systemNo of pages : 20 pagesSub - Topics: 1. Intro to service value system2. Opportunity and demand3. Service value chain4. Governance5. Continual Improvement (formerly CSI)Chapter 6: ITIL Processes for Managing StakeholdersChapter Goal: Understand the processes for managing customers and other key stakeholdresNo of pages: 15 pagesSub - Topics: 1. Relationship management2. Service level management3. Supplier managementChapter 7: ITIL Processes for Defining Operations FrameworkChapter Goal: Understand the processes for defining processes that sets the boundaries and steps for support and operational activitiesNo of pages: 30 pagesSub - Topics: 1. Service configuration management2. IT asset management3. Information security management4. Continual improvementChapter 8: ITIL Processes for Managing OperationsChapter Goal: Understand the processes in detail for managing operationsNo of pages: 30 pagesSub - Topics: 1. Monitoring and event management2. Incident management3. Problem improvement4. Change controlChapter 9: ITIL Processes for Managing ChangesChapter Goal: Understand the processes for controlling changes to the environment and applicationsNo of pages: 20 pagesSub - Topics: 1. Service request management2. Change control3. Release managementChapter 10: ITIL Practice for Managing DeploymentsChapter Goal: Understand the technical management around deploying software into environmentsNo of pages: 15 pagesSub - Topics: 1. Deployment managementChapter 11: ITIL Practice for Coordinating between StakeholdersChapter Goal: Understand the service desk and service desk managementNo of pages: 15 pagesSub - Topics: 1. Service desk2. Service desk management Chapter 12 : Practices to Manage Deployments Release Management Types of Releases Engagement with Service Value Chain Deployment Management Key Activities Engagement with Service Value Chain Chapter 13 : Practices to Coordinate with Stakeholders Service Desk Types of Service Desks Key Activities Engagement with Service Value Chain Service Desk Management Engagement with Service Value Chain Chapter 14 : Exam Tips and Tricks
£37.99
John Wiley & Sons Inc Know Your Customer: New Approaches to
Book SynopsisIntended for business students and managers who want to become more customer-oriented, this book focuses on helping managers develop information skills for understanding customers' perceptions of value and satisfaction.Trade Review"Focuses on helping managers develop information skills for understanding customers' perceptions of value." The Bookseller.Table of ContentsPreface. Part I: Building a Competitive Advantage by Knowing Your Customer:. 1. Achieving a Competitive Advantage Through Customer Value Delivery Strategies. 2. Customer Value in Market Opportunity Analysis Processes. Part II: Learning About Customer Value and Satisfaction:. 3. A New Perspective on Customer Value. 4. Linking Customer Value to Customer Satisfaction. 5. Know Your Customer Through Customer Value Determination. 6. How Customer Value Determination Improves Business Decisions. Part III: Customer Value Determination Techniques:. 7. Measuring Customer Value. 8. Analyzing Customer Value Data. 9. Measuring Customer Satisfaction. 10. Analyzing Customer Satisfaction Data. 11. Predicting Customer Value Change. Appendix I: The Coding Process. Appendix II: Identifying Strategically Important Customer Value Dimensions. Appendix III: Customer Value Change Forecasting Techniques. Index.
£26.59
PennWell Books Customer Service: Utility Style
Book SynopsisSuccessful utility customer service leaders are providing great service while reducing costs. This primer for customer service leaders at all levels outlines successful techniques for creating a customer focused culture, taking costs out of the business and maximizing technology, processes and efficiency. Readers of this book will find easy to implement, proven best practices combined with thoughtful discussions on current strategies and innovations. Additionally insights and case studies from successful utility leaders will amplify the challenges of successfully implementing these best practices. Readers of this book will learn how to: • Build an aligned motivated team • Offer new services and products to meet your customers' needs • Reduce unbilled losses in your meter to cash cycle • Create effective channel management • Define, measure and map your key customer service processes • Utilize workforce management tools
£79.90
Wharton Digital Press Customer Centricity: Focus on the Right Customers
Book SynopsisA powerful call to action, Customer Centricity upends some of our most fundamental beliefs about customer service, customer relationship management, and customer lifetime value. Despite what the old adage says, the customer is not always right. Even companies that can seemingly do no wrong—like the coffeehouse giant Starbucks—have only recently started to figure this out. Starbucks is one of many companies that has successfully executed a pivot that puts the company in a customer-centric mindset, an approach that Wharton professor Peter Fader describes in Customer Centricity. Fader advocates that in the world of customer centricity, there are good customers … and then there is pretty much everybody else. In a new preface and afterword to Customer Centricity, Fader reflects on how the landscape has changed over nearly a decade since he first proposed that businesses radically rethink how they relate to customers. Using examples from Starbucks, Nordstrom, and more, Fader provides insights to help you understand: Why customer centricity is the new model for success in today's data-driven environment. How the ideas of brand equity and customer asset value help us understand what kinds of companies naturally lend themselves to the customer-centric model and which ones don't; Why the traditional models for determining the value of individual customers are flawed; How executives can use customer lifetime value (CLV) and other customer-centric data to make smarter decisions about their companies; How the well-intended idea of customer relationship management (CRM) lost its way—and how your company can properly put CRM to use; How customer centricity will help you realign your performance metrics, product development, customer relationship management and organization to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.ALSO AVAILABLE: Once Fader convinces you of the value of customer centricity in this book, The Customer Centricity Playbook, with Sarah Toms, will show you where to get started to bring it to the forefront of your organization. THE WHARTON EXECUTIVE ESSENTIALS SERIES The Wharton Executive Essentials series from Wharton School Press brings the ideas of the Wharton School's thought leaders to you wherever you are. Inspired by Wharton's Executive Education program, each book is authored by globally renowned faculty and filled with real-life business examples and actionable advice. Wharton Executive Essentials guides offer a quick-reading, penetrating, and comprehensive summary of the knowledge leaders need to excel in today's competitive business environment and capture tomorrow's opportunities.
£14.39
Wharton Digital Press For the Win, Revised and Updated Edition: The
Book Synopsis"A QUICK BUT THOUGHTFUL LOOK INTO THE PROS AND CONS OF GAMIFICATION…."—Daniel H. Pink, Author, Drive Why can't life—and business—be fun? For thousands of years, we've created things called games that tap the tremendous psychic power of fun. In a revised and updated edition of For the Win: The Power of Gamification and Game Thinking in Business, Education, Government, and Social Impact, authors Kevin Werbach and Dan Hunter argue that applying the lessons of gamification could change your business, the way you learn or teach, and even your life. Werbach and Hunter explain how games can be used as a valuable tool to address serious pursuits like marketing, productivity enhancement, education, innovation, customer engagement, human resources, and sustainability. They reveal how, why, and when gamification works—and what not to do. Discover the successes—and failures—of organizations that are using gamification: How a South Korean company called Neofect is using gamification to help people recover from strokes;How a tool called SuperBetter has demonstrated significant results treating depression, concussion symptoms, and the mental health harms of the COVID-19 pandemic through game thinking; How the ride-hailing giant Uber once used gamification to influence their drivers to work longer hours than they otherwise wanted to, causing swift backlash. The story of gamification isn't fun and games by any means. It's serious. When used carefully and thoughtfully, gamification produces great outcomes for users, in ways that are hard to replicate through other methods. Other times, companies misuse the "guided missile" of gamification to have people work and do things in ways that are against their self-interest. This revised and updated edition incorporates the most prominent research findings to provide a comprehensive gamification playbook for the real world.Trade Review"Video games now have the dubious honour of having inspired their own management craze. Called 'gamification,' it aims to take principles from video games and apply them to serious tasks. The latest book on the subject, For the Win, comes from Kevin Werbach and Dan Hunter, from the Wharton Business School and the New York Law School respectively . . . .[T]heir central idea—that the world might be a better place if work was less of a necessary drudge and more of a rewarding experience in itself—is hard to argue with." * The Economist *"Here's a conversion worthy of a Transformers movie: Take buttoned-down, MBA-toting business professionals and turn them into video game designers. That's the goal of a new book about Gamification, changing behavior of employees and customers by appealing to their sense of fun and their competitive instinct, video game style. The co-author of For the Win: How Game Thinking Can Revolutionize Your Business is Dan Hunter, who runs New York Law School's Institute for Information Law and Society. He says gamification done right is about meaningful competition." * David Brancaccio, Marketplace, American Public Radio *"Werbach and Hunter aren't playing around with this book on how to add the joy of gaming to your enterprise. This is a quick but thoughtful look into the pros and cons of gamification, what works and what doesn't, with plenty of insight into what really motivates and engages customers and employees." * Daniel H. Pink, author of Drive and A Whole New Mind *"For the Win is the best overview of gamification out there. Direct and to the point, the book is chock-full of solid, studied examples illustrating both best practices and pitfalls to avoid." * Jesse Schell, CEO of Schell Games and author of The Art of Game Design *"For the Win is a total win! In the 21st century, business must shift from push to pull to get the best out of their employees and to entice their customers. This book brilliantly explains how to design and use gamification techniques to that end. I highly recommend this useful and fun to read book." * John Seely Brown, Coauthor of The Power of Pull and A New Culture of Learning; Co-chairman, Deloitte Center for the Edge; Former Chief Scientist, Xerox Corporation; Director, Palo Alto Research Center *"If you prefer realism to hype and rationality to bandwagons, this is the gamification book for you. As a work about gamification today, this book is excellent; as a work about gamification tomorrow, it's staggeringly excellent." * Richard Bartle, Professor, University of Essex; Creator of MUD1, the first multiplayer online game; Author of Designing Virtual Worlds *"Like gamification, this book is a fusion of human nature and good design. Far and away the best book on the subject, with the most examples and the best intellectual grasp of the topics." * Bing Gordon, Partner, Kleiner Perkins Caufield & Byers; former Chief Creative Officer, Electronic Arts *"As business becomes more complex and information-intensive, so managers must learn to rely on their employees' intrinsic motivations and self-direction rather than traditional command and control. 'Gamification' is a vital tool in that shift. In For the Win, Kevin Werbach and Dan Hunter have written an entertaining and immensely practical guide to this rich managerial opportunity." * Philip Evans, Senior Partner, Managing Director, and BCG Fellow, Boston Consulting Group; co-author of Blown to Bits *"Every business executive, small business owner and public servant should read this book; the public and private benefits would be enormous. I'm not kidding. If you're even half as blown away as I was by For the Win, it'll be your best book purchase of the year. Applying 'game thinking' to everyday life might just change . . . well, everything. Read the book and you'll see what I mean." * Jessica Mulligan, Online game pioneer and co-founder, Themis Group *"If you want to understand one of the most important trends in business today, go out and buy For the Win. Werbach and Hunter reveal the secrets to powering up your organization through game thinking. Read this book. It's a game changer." * Brad Feld, Managing Director, Foundry Group; Co-author of Do More Faste *"At a time when so many of us have grown up with video games, game thinking belongs at the center of discussions about business and management. In For the Win, Werbach and Hunter eloquently and practically explain how to apply one of the most important shifts in our cognitive models." * Joichi Ito, Director, MIT Media Lab *"This fantastic book shows how to motivate your customers, employees, and partners using the techniques that game designers have employed for years. For the Win is the perfect title, because businesses that understand these techniques will be the standout winners in their markets. Do yourself a favor and read this deep yet practical guide before your competitors do." * Rajat Paharia, Founder and Chief Product Officer, Bunchball *"A wonderfully written, funny, and timely work. Should be required reading for anyone pursing a modern undertaking utilizing these concepts. As the concept of 'gamifying' continues to grow, the importance of this text will continue to emerge." * Professor Andrew Phelps, Director, School of Interactive Games & Media, Rochester Institute of Technology *"For the Win hits a home run in illustrating the business value of gamification for both small and large companies across the globe." * Kris Duggan, CEO, Badgeville *"For the Win is the smartest book written on the practical potential of gamification. With eyes wide open to both the promise and the risks inherent in yoking business practices to the power of play, Hunter and Werbach may have singlehandedly saved gamification from collapsing under the weight of its own hype." * Julian Dibbell, author of Play Money and My Tiny Life *
£14.39
Information Age Publishing B2B Customer Insight: The Proven Path to Growth
Book SynopsisFor the first time in book form, "B2B Customer Insight: The Proven Path to Growth," will reveal how customer insight surveys tailored to B2B relationships generate significant strategic data; data that, when properly applied, enables company management to expand their share of existing markets as well as successfully penetrate new ones. When these surveys are regularly conducted and implemented, they lead to increased long-term profits and sustainable growth. This book will appeal to virtually anyone wanting to learn about the hidden dynamics of B2B transactions, and how to make those dynamics work in a supplier's favor in their customer relationships and overall business development. In my 20 years of consulting with large manufacturing companies in a variety of industries, I've been able to develop a tested and proven customer insight methodology that I will share for the first time in this book. Utilizing real-life case studies with clients who have agreed to participate in this project, I will also discuss how this research process should never stop with the numbers. Instead, it should provide practical and impactful solutions to specific business dilemmas. The advantage of offering actual case studies of companies who successfully made significant changes (of course based on our PMG customer insight surveys) will also differentiate us from other B2B business books that lack hard, fact-based guidance as well as multiple examples of genuine and significant application.
£31.99
Information Age Publishing B2B Customer Insight: The Proven Path to Growth
Book SynopsisFor the first time in book form, "B2B Customer Insight: The Proven Path to Growth," will reveal how customer insight surveys tailored to B2B relationships generate significant strategic data; data that, when properly applied, enables company management to expand their share of existing markets as well as successfully penetrate new ones. When these surveys are regularly conducted and implemented, they lead to increased long-term profits and sustainable growth. This book will appeal to virtually anyone wanting to learn about the hidden dynamics of B2B transactions, and how to make those dynamics work in a supplier's favor in their customer relationships and overall business development. In my 20 years of consulting with large manufacturing companies in a variety of industries, I've been able to develop a tested and proven customer insight methodology that I will share for the first time in this book. Utilizing real-life case studies with clients who have agreed to participate in this project, I will also discuss how this research process should never stop with the numbers. Instead, it should provide practical and impactful solutions to specific business dilemmas. The advantage of offering actual case studies of companies who successfully made significant changes (of course based on our PMG customer insight surveys) will also differentiate us from other B2B business books that lack hard, fact-based guidance as well as multiple examples of genuine and significant application.
£55.49
Business Expert Press Fast Fulfillment: The Machine that Changed
Book SynopsisThe fulfillment machine is the delivery side infrastructure of an online business, it is the physical and digital innovations which make it possible to immediately deliver customer orders. Customers want to order everything, while sitting on their couch and they want immediate fulfillment. Fast fulfillment is happening, and everyone knows that, but most are scared of it. Many experts describe the wonders of online retail, but none explains what fast fulfillment is or propose a solution to building a fast fulfillment machine. Managers are frustrated just reading about how great Amazon is, and how startups are innovating fantastic technology driven processes. Here is the book, written in a simple easy to read style which unravels the technical mystery of the fulfillment machine. It levels the knowledge field, reveals the secrets of fast fulfillment, and helps the reader construct a plan to innovate and be ready to face the disruptors. What is happening in retail is contagious across industries, there are no wide moats. Managers and engineers are rushing to redesign their supply chains into fast fulfillment machines. This book provides insights and process details of how to design and build disruptive innovations, so that you are not flying blind or just throwing darts in an effort to pivot/expand to the online order fulfillment world. The book does not story-tell the fast fulfillment machine, it is informative and instructive.
£26.96
Business Expert Press The Big Miss: How Organizations Overlook the
Book SynopsisIn The Big Miss: How Businesses Overlook the Value of Emotions, Zhecho Dobrev reveals how organizations are frequently deceived by customers and fail to act on what they fail to notice–thus are missing the biggest driver of profitable customer behavior!What are the emotional and subconscious drivers behind your customers' behavior? Do you have a science and data-based strategy to drive this in the direction you want?In The Big Miss: How Businesses Overlook the Value of Emotions, Zhecho Dobrev reveals how organizations are frequently deceived by customers and fail to act on what they fail to notice–thus are missing the biggest driver of profitable customer behavior! His extensive research shows that emotions are the key drivers of customer behavior, yet few organizations have a strategy to evoke specific emotions based on science and data. Does yours?In this book, the author provides business leaders with a practical framework for how to embed emotions in their business practices, which includes learning how to: Discover the difference between what customers say and do Create a data-based strategy around specific emotions Use customer science to future-proof your business and make the most out of Digital Transformation, Data, and AI …and much more.Behind every business problem, there is a customer problem! This book will change how you think about customer behavior and challenge you to harness the business power of emotions.
£21.80
Edward Elgar Publishing Ltd Handbook of Research on Customer Engagement
Book SynopsisCustomer engagement is now a critical research priority in contemporary marketing. In this Handbook, a cadre of international scholars offer an overview of current research on this rapidly growing field of study. Providing vital insights into current theoretical and practical treatments of customer engagement, chapters engage with a broad cross-section of state-of-the-art research. Covering the importance of customer engagement in broader marketing practices, conceptual relationships, organizational performance and networks, this Handbook grapples with both conceptual and empirical research to offer insight into current and rapidly emerging research issues. Featuring a broad theoretical scope, this Handbook attends to a rapidly growing international community of researchers in customer engagement. Scholars from related fields, including management, economics and sociology will also benefit from the range of applications of customer engagement research. This book is also crucial for marketing managers looking to improve and refine marketing environments. Contributors include: T.L. Baker, S.E. Beatty, R.N. Bolton, K. Burns, B.J. Calder, J.D. Chandler, D. Chasanidou, C. Costley, D. Cox, K. de Ruyter, L. Dessart, M. Ehret, A. Fjuk, P.W. Fombelle, D. Grewal, C. Gurau, K.L. Hall, W. Hammedi, M. Hammerschmidt, B. Henkens, L.D. Hollebeek, A. Hyder, J.U. Islam, I. Jain, L.W. Johnson, K. Johnston, A. Karahasanovi , C. Kazanis, D.I. Keeling, S.J. Kim, V. Kumar, C.R. Lages, A. Lane, C. Leckie, T. LeClercq, S. Leroi-Werelds, K. Macky, E.C. Malthouse, J. Marbach, E. Maslowska, J. Napoli, D. Novikova, M. Nyadzayo, R. Ouschan, V. Pitardi, I. Poncin, N. Puccinelli, Z. Rahman, N.B. Razavi, O. Regalado-Pezúa, A.L. Roggeveen, B. Runnalls, T.P. Scholdra, E.B. Schweiger, N. Sivertstol, D.E. Sprott, S. Streukens, T. Taguchi, J. Turkington, S. Tuzovic, A. van Riel, K. Verleye, N. Vijverman, V. Viswanathan, S.D. Vivek, C.M. Voorhees, W.H. Weiger, J. WirtzTrade Review'This is an excellent compilation of perspectives and empirical insight on customer engagement from a global list of scholars. The chapters provide insight into the psychological and sociological theories underlying consumer engagement. They are relevant to both practicing managers as they design effect customer engagement marketing initiatives and academic researchers as they work to understand this new and emerging phenomenon. It is an interesting read on a topic that continues to gain importance in marketing strategy.' --Colleen M. Harmeling, Florida State University, US'In the Handbook of Research on Customer Engagement, researchers from around the globe come together to examine a variety of emerging and innovative topics on customer engagement. Cutting across issues related to marketing practice, theory development, firm performance, and networked environments, the set of collated papers will be useful not only to academics who study engagement, but also to business practitioners who aim to better engage their customers.' --Robert W. Palmatier, University of Washington, US'The Handbook of Research on Customer Engagement addresses cutting-edge customer engagement (CE) issues and offers insight into its applications across different contexts. It includes contributions from globally renowned academics in the field and as such, should not be missed by any scholar or manager wishing to better understand or leverage CE. This title comes highly recommended.' --Moira Clark, Henley Business School, University of Reading, UKTable of ContentsContents: Introduction to the Handbook of Research on Customer Engagement 1 Linda D. Hollebeek and David E. Sprott PART I CUSTOMER ENGAGEMENT AND MARKETING PRACTICE Introduction: customer engagement and marketing practice 4 V. Kumar 1 Engagement-to-value (E2V): an empirical case study 20 Debbie Isobel Keeling, Ko de Ruyter and David Cox 2 Boosting customer engagement through gamification: a customer engagement marketing approach 35 Sandra Streukens, Allard van Riel, Daria Novikova and Sara Leroi-Werelds 3 Applying design thinking to innovate, validate, and implement new digital services 55 Nj.l Sivertst.l and Annita Fjuk 4 Online reviews as customers’ dialogues with and about brands 76 Ewa Maslowska, Su Jung Kim, Edward C. Malthouse and Vijay Viswanathan 5 Engagement and technology as key enablers for a circular economy 97 Nicholas Vijverman, Bieke Henkens and Katrien Verleye PART II CUSTOMER ENGAGEMENT CONCEPTUALIZATION AND CONCEPTUAL RELATIONSHIPS Introduction: the evolution of conceptual work on customer engagement 114 Ruth N. Bolton 6 How in-store retail and service atmosphere create customer engagement 126 Elisa B. Schweiger, Anne L. Roggeveen, Dhruv Grewal and Nancy M. Puccinelli 7 Customer engagement: the role of gamification 164 Wafa Hammedi, Thomas Leclercq and Ingrid Poncin 8 Giving or receiving in social media: can content marketing simultaneously drive productive and consumptive engagement? 186 Welf H. Weiger, Maik Hammerschmidt and Thomas P. Scholdra 9 Story-based consumer engagement: a conceptual framework 204 Laurence Dessart and Valentina Pitardi 10 Personality-based consumer engagement styles: conceptualization, research propositions and implications 224 Linda D. Hollebeek, Jamid Ul Islam, Keith Macky, Takashi Taguchi, Carolyn Costley and Dale Smith 11 Practices, engagement, and service systems as a holistic perspective on technological actors 245 Jennifer Chandler PART III CUSTOMER ENGAGEMENT AND ORGANIZATIONAL PERFORMANCE Introduction: customer engagement and organizational performance: a financial perspective 259 Bobby J. Calder 12 Review of engagement drivers for an instrument to measure customer engagement marketing strategy 271 Shiri Vivek, Cynthia Kazanis and Ingita Jain 13 Positively and negatively valenced customer engagement: the constructs and their organizational consequences 291 Julia Marbach, Niloofar Borghei Razavi, Cristiana R. Lages and Linda D. Hollebeek 14 Customer engagement and organizational performance: a service-dominant logic perspective 311 Civilai Leckie, Munyaradzi W. Nyadzayo and Lester W. Johnson 15 Leveraging user-generated content: a visual case analysis of Contiki’s brand co-creation campaign 329 Robyn Ouschan, Jay Turkington and Julie Napoli 16 A web site engagement measurement for digital marketers 358 Antonio Hyder and Otto Regalado-Pez.a 17 Temporality of customer engagement in service innovation: a theoretical model 376 Amela Karahasanović, Linda D. Hollebeek, Dimitra Chasanidou and Calin Gurau PART IV CUSTOMER ENGAGEMENT AND NETWORKED ENVIRONMENTS Introduction: value creation and co-creation within networks 391 Sharon E. Beatty 18 The impact of customer engagement behaviors and majority/minority information on the use of online reviews 402 Thomas L. Baker, Paul Fombelle, Clay Voorhees, Kristina K. Lindsey Hall and Blake Runnalls 19 Sharing uncertainty across organizations: service capital and customer engagement for realizing nonownership value 423 Michael Ehret and Jochen Wirtz 20 Connections and interactions: an engagement perspective on customer networks 441 Kim A. Johnston and Anne B. Lane 21 The role of consumer engagement in recovering online service failures: an application of service-dominant logic 456 Jamid Ul Islam, Zillur Rahman and Linda D. Hollebeek 22 Conceptualizing health consumer engagement: an extended framework of resource integration, co-creation and engagement 470 Kara Burns and Sven Tuzovic Index 493
£197.00
Kogan Page Ltd Executive Engagement Strategies: How to Have
Book SynopsisWin the attention of high-level decision makers in large corporations; spark their interest and earn their trust to achieve long-term, sustainable mutual value. When it comes to buying and selling complex, high value products and services, people buy from people. Big businesses and public sector organizations rely on solutions to keep their essential services running - things like payroll, IT, property maintenance and communications technology. For the companies that provide those services, winning the business can mean huge, multi-year, multi-million contracts. Executive Engagement Strategies is a comprehensive guide to engaging with the senior professionals making the buying decisions - to win sustainable, long-lasting business. It provides an easy-to-follow guide that will help professionals interact at each step of the B2B buying process using a combination of people, messages and communication channels. Highly practical, Executive Engagement Strategies provides a clear, step-by-step process to capture the attention of busy c-suite executives, and keep them engaged and motivated throughout the lengthy buying process. Filled with global case studies and examples, it will help readers know what to say, and when and how to say it, to build trust and win the business. With key takeaways at the end of each chapter and clearly actionable guidelines and instructions, it is the only resource you'll need to build truly customer-centric engagement with core decision makers.Trade Review"Bev Burgess has the rare talent of being able to unravel complex topics and spell out a practical way forward. This book is about how to build relationships with the most senior prospects. She writes brilliantly and with great clarity, and has filled a major gap in our knowledge." * Malcolm McDonald, Emeritus Professor, Cranfield University School of Management *"A comprehensive overview of how to approach a game-changing services marketing activity." * Ian Hunter, Vice President, North West Europe Marketing, Fujitsu *"Will help anyone looking for new ideas, great examples, and a structured process for developing successful business relationships with target executives in today's hyper-competitive market." * Barbara Robidoux, Senior Vice President, Marketing, Dell Technologies *"A successful business relationship demands a strategic, disciplined, structured and intelligent approach. Bev Burgess' latest 'how to' is accessible, compulsive and bang on the money." * Allan Evans, Global Head of Business Development and Marketing, BDO International Limited *"Bev Burgess has a talent for breaking down the complex and sharing pragmatic advice that anyone can follow. If you're serious about building great relationships with your customers, this book is a great place to start." * Stella Low, Chief Communications Officer, Cisco Systems *"Burgess provides a wealth of ideas, practical insight, industry research, and real-world examples on the critical aspects of orchestrated executive engagement. Whether you are looking to up your company's game around executive engagement or your own personal success, this book is a must-read." * Keith Pranghofer, Director of Account Based Marketing & Engagement, Microsoft *"This is a vital and urgently needed book. If you only read one book at marketing or business this year, make it this one." * Joel Harrison, Editor-in-Chief, B2B Marketing *"Packed with clear insights into the increasingly complex world of business-to-business marketing." * Fiona Czerniawska, Joint Managing Director, Source Global Research *"This clear and easy to follow book is essential reading for managers seeking to create and sustain business relationships and successfully engage with key business stakeholders. An important book for top management, senior marketers and students." * Adrian Payne, Professor of Marketing, University of New South Wales, Australia and visiting Professor in Marketing Cranfield University, UK *"Bev Burgess demonstrates that selling successfully to businesses need not be a matter of chance. Rather, by understanding how to engage with senior executives, it can be the result of a carefully considered and controllable marketing strategy." * David Sharp, CEO, International Workplace *"The book reinforces the client-focussed messages for every element of executive engagement, demonstrating that the client journey and experience can be strategically managed to influence success in building relationships and directly supporting the sale." * Nigel Pyke, Head of EMEA Marketing & Communications, Cushman & Wakefield *"Compelling writing, terrific case studies, and action-oriented advice. A great companion piece to her book on account-based marketing!" * Jonathan Copulsky, former CMO, Deloitte Consulting and Lecturer of Marketing, Northwestern University *"A fantastic source of thoughtful guidance and practical approaches. Bev Burgess has set out a complex subject with great clarity and purpose." * Steve Andre, CEO and founder of Spirit AI *Table of Contents Chapter - 01: Business buyers don’t behave like consumers; Chapter - 02: What is executive engagement?; Chapter - 03: Understanding executives; Chapter - 04: Who should engage?; Chapter - 05: Having something to say; Chapter - 06: Knowing when to engage; Chapter - 07: Engaging with peer networks; Chapter - 08: Engaging small groups; Chapter - 09: Engaging individuals; Chapter - 10: Measuring success;
£31.99
Kogan Page Ltd Executive Engagement Strategies: How to Have
Book SynopsisWin the attention of high-level decision makers in large corporations; spark their interest and earn their trust to achieve long-term, sustainable mutual value. When it comes to buying and selling complex, high value products and services, people buy from people. Big businesses and public sector organizations rely on solutions to keep their essential services running - things like payroll, IT, property maintenance and communications technology. For the companies that provide those services, winning the business can mean huge, multi-year, multi-million contracts. Executive Engagement Strategies is a comprehensive guide to engaging with the senior professionals making the buying decisions - to win sustainable, long-lasting business. It provides an easy-to-follow guide that will help professionals interact at each step of the B2B buying process using a combination of people, messages and communication channels. Highly practical, Executive Engagement Strategies provides a clear, step-by-step process to capture the attention of busy c-suite executives, and keep them engaged and motivated throughout the lengthy buying process. Filled with global case studies and examples, it will help readers know what to say, and when and how to say it, to build trust and win the business. With key takeaways at the end of each chapter and clearly actionable guidelines and instructions, it is the only resource you'll need to build truly customer-centric engagement with core decision makers.Trade Review"Bev Burgess has the rare talent of being able to unravel complex topics and spell out a practical way forward. This book is about how to build relationships with the most senior prospects. She writes brilliantly and with great clarity, and has filled a major gap in our knowledge." * Malcolm McDonald, Emeritus Professor, Cranfield University School of Management *"A comprehensive overview of how to approach a game-changing services marketing activity." * Ian Hunter, Vice President, North West Europe Marketing, Fujitsu *"Will help anyone looking for new ideas, great examples, and a structured process for developing successful business relationships with target executives in today's hyper-competitive market." * Barbara Robidoux, Senior Vice President, Marketing, Dell Technologies *"A successful business relationship demands a strategic, disciplined, structured and intelligent approach. Bev Burgess' latest 'how to' is accessible, compulsive and bang on the money." * Allan Evans, Global Head of Business Development and Marketing, BDO International Limited *"Bev Burgess has a talent for breaking down the complex and sharing pragmatic advice that anyone can follow. If you're serious about building great relationships with your customers, this book is a great place to start." * Stella Low, Chief Communications Officer, Cisco Systems *"Burgess provides a wealth of ideas, practical insight, industry research, and real-world examples on the critical aspects of orchestrated executive engagement. Whether you are looking to up your company's game around executive engagement or your own personal success, this book is a must-read." * Keith Pranghofer, Director of Account Based Marketing & Engagement, Microsoft *"This is a vital and urgently needed book. If you only read one book at marketing or business this year, make it this one." * Joel Harrison, Editor-in-Chief, B2B Marketing *"Packed with clear insights into the increasingly complex world of business-to-business marketing." * Fiona Czerniawska, Joint Managing Director, Source Global Research *"This clear and easy to follow book is essential reading for managers seeking to create and sustain business relationships and successfully engage with key business stakeholders. An important book for top management, senior marketers and students." * Adrian Payne, Professor of Marketing, University of New South Wales, Australia and visiting Professor in Marketing Cranfield University, UK *"Bev Burgess demonstrates that selling successfully to businesses need not be a matter of chance. Rather, by understanding how to engage with senior executives, it can be the result of a carefully considered and controllable marketing strategy." * David Sharp, CEO, International Workplace *"The book reinforces the client-focussed messages for every element of executive engagement, demonstrating that the client journey and experience can be strategically managed to influence success in building relationships and directly supporting the sale." * Nigel Pyke, Head of EMEA Marketing & Communications, Cushman & Wakefield *"Compelling writing, terrific case studies, and action-oriented advice. A great companion piece to her book on account-based marketing!" * Jonathan Copulsky, former CMO, Deloitte Consulting and Lecturer of Marketing, Northwestern University *"A fantastic source of thoughtful guidance and practical approaches. Bev Burgess has set out a complex subject with great clarity and purpose." * Steve Andre, CEO and founder of Spirit AI *Table of Contents Chapter - 01: Business buyers don’t behave like consumers; Chapter - 02: What is executive engagement?; Chapter - 03: Understanding executives; Chapter - 04: Who should engage?; Chapter - 05: Having something to say; Chapter - 06: Knowing when to engage; Chapter - 07: Engaging with peer networks; Chapter - 08: Engaging small groups; Chapter - 09: Engaging individuals; Chapter - 10: Measuring success;
£90.25
Kogan Page Ltd Selling Transformed: Develop the Sales Values
Book SynopsisLearn how to develop the values proven to boost sales performance, to ensure customers choose you over the competition in today's crowded marketplace. For years, sales people have struggled with cliched views of how they sell, while at the same time customers have become more sophisticated and discerning, stopping off at different or unconventional places in the sales funnel. The result is that the technique of sales people controlling the sales conversation and learning how to influence the customer no longer works. Selling Transformed introduces the new world of selling, and addresses the reasons why sales people are so poorly perceived. Selling Transformed provides fresh, tangible ideas on how to develop better sales practices. Focusing as much on the customers as on the sellers, it explains key theories of selling effectively and introduces four proven strategies that are based on the values customers look for in sales people: authenticity, client-centricity, proactive creativity and being tactfully audacious. Explaining what customers look for in sales people, and advising on how to develop and deliver these values, this is a new type of sales manual guaranteed to improve sales performance.Trade Review"Clarifies and reminds us of the human basics and values essential to effective selling - then, now and in the future." * Frank Cespedes, Senior Lecturer, Harvard Business School, and author of Sales Management That Works *"The definitive handbook for people who truly believe that sales is a profession worth investing a lifetime in." * Simon Dale, Managing Director, South East Asia, Adobe *"If your ambition is to improve as a sales professional, this is a must-read book, with theory, practice and tools combined." * Monic van Aarle, Chief Commercial Officer, SAP Nederland BV *Table of Contents Chapter - 00: Introduction; Chapter - 01: How history informs current sales practice; Chapter - 02: Sales psychology and the pressure of time; Chapter - 03: Changing sources of competitive advantage require a new selling paradigm; Chapter - 04: A new paradigm of selling based on values - the research journey; Chapter - 05: Values creating a positive or negative selling experience; Chapter - 06: Values that are an antecedent to trust; Chapter - 07: Principle one - the value of authenticity; Chapter - 08: Principle two - the value of client-centricity; Chapter - 09: Principle three - the value of proactive creativity; Chapter - 10: Principle four - the value of tactful audacity; Chapter - 11: Royal Caribbean International case study: turning a potential disaster into an opportunity; Chapter - 12: The role of leadership in transforming sales; Chapter - 13: Looking to the future;
£31.34
Kogan Page Ltd Selling Transformed: Develop the Sales Values
Book SynopsisLearn how to develop the values proven to boost sales performance, to ensure customers choose you over the competition in today's crowded marketplace. For years, sales people have struggled with cliched views of how they sell, while at the same time customers have become more sophisticated and discerning, stopping off at different or unconventional places in the sales funnel. The result is that the technique of sales people controlling the sales conversation and learning how to influence the customer no longer works. Selling Transformed introduces the new world of selling, and addresses the reasons why sales people are so poorly perceived. Selling Transformed provides fresh, tangible ideas on how to develop better sales practices. Focusing as much on the customers as on the sellers, it explains key theories of selling effectively and introduces four proven strategies that are based on the values customers look for in sales people: authenticity, client-centricity, proactive creativity and being tactfully audacious. Explaining what customers look for in sales people, and advising on how to develop and deliver these values, this is a new type of sales manual guaranteed to improve sales performance.Trade Review"Clarifies and reminds us of the human basics and values essential to effective selling - then, now and in the future." * Frank Cespedes, Senior Lecturer, Harvard Business School, and author of Sales Management That Works *"The definitive handbook for people who truly believe that sales is a profession worth investing a lifetime in." * Simon Dale, Managing Director, South East Asia, Adobe *"If your ambition is to improve as a sales professional, this is a must-read book, with theory, practice and tools combined." * Monic van Aarle, Chief Commercial Officer, SAP Nederland BV *Table of Contents Chapter - 00: Introduction; Chapter - 01: How history informs current sales practice; Chapter - 02: Sales psychology and the pressure of time; Chapter - 03: Changing sources of competitive advantage require a new selling paradigm; Chapter - 04: A new paradigm of selling based on values - the research journey; Chapter - 05: Values creating a positive or negative selling experience; Chapter - 06: Values that are an antecedent to trust; Chapter - 07: Principle one - the value of authenticity; Chapter - 08: Principle two - the value of client-centricity; Chapter - 09: Principle three - the value of proactive creativity; Chapter - 10: Principle four - the value of tactful audacity; Chapter - 11: Royal Caribbean International case study: turning a potential disaster into an opportunity; Chapter - 12: The role of leadership in transforming sales; Chapter - 13: Looking to the future;
£90.25
Edward Elgar Publishing Ltd Handbook of Research on Customer Loyalty
Book SynopsisIdentifying customer loyalty as a crucial success factor in contemporary marketing thinking and practice, this innovative Handbook incorporates a rich collection of perspectives on the current topics and research-driven practices in the field. Leading scholars offer an insightful reimagining of the research methods, metrics, and designs for the future of measuring and predicting customer loyalty.The Handbook recognises loyalty as a strategic asset, and analyses incentive structures such as loyalty-based learning, gamification, and automaticity to track the evolution of customer loyalty programmes. Examining the impacts of globalization and cutting-edge technologies on the customer loyalty journey, it identifies an increase in customer defection and a rapid erosion of single-brand loyalty. Forward-thinking, it concludes by reflecting on how trends like voice technology, augmented reality, and influencer marketing will shape the domain of customer loyalty in the future.Gathering together contemporary concepts, practice, measures and challenges to inform future research, this Handbook will prove an enlightening read for students and scholars of marketing, business and management, and psychology. Its illustrative case studies will also prove invaluable for practitioners in a diverse range of fields looking to future-proof and reimagine their loyalty strategies.Trade Review‘The Handbook of Research on Customer Loyalty is a must have for loyalty practitioners. This treasure chest of insights from some of the world's leading authorities in loyalty marketing combines cutting edge theoretical concepts with practical illustrations and operational know-how.’ -- Ryan Faithfull, Global Offering Manager - Know Your IBM (KYI)‘Finally a book that effectively blends academic concepts and theories, with future predictions, real life insights and case studies in loyalty marketing. I really loved the pragmatic and common sense approach which is exactly what businesses are looking for now when trying to build customer loyalty. The Handbook of Research on Customer Loyalty is a must have for any person who is operating a loyalty program or interested in the concept of customer loyalty. This is a really valuable tool carefully curating insights on relevant topics within loyalty marketing research from some of the world's leading experts. A must have!’ -- Tony Wood, Senior Partner, Mercer & Managing Director Continental Europe, Mercer Marsh Benefits, UK‘Debbie Keeling, Ko de Ruyter, and David Cox—in collaboration with 45 colleagues from around the world—bring an overview of the state of research-driven customer-loyalty practice, offer insights in research methods, metrics, and designs for measuring customer loyalty, put forward observations on programmatic approach to customer loyalty, and, finally, attempt to reimagine customer loyalty research. I especially appreciated the six chapters at the end of the Handbook, as they offer interesting avenues for future research on customer loyalty. I am confident in predicting the Handbook will be a valuable resource for scholars and practitioners alike. Kudos all around to the team behind the Handbook.’ -- Adam Lindgreen, Copenhagen Business School, Denmark and University of Pretoria, South AfricaTable of ContentsContents: 1 Introduction to the Handbook of Research on Customer Loyalty 1 Debbie I. Keeling, Ko de Ruyter and David Cox PART I PUTTING CUSTOMER LOYALTY INTO PERSPECTIVE – THE STATE OF RESEARCH-DRIVEN PRACTICE 2 A review of perspectives on customer loyalty 5 Kathy A. Keeling 3 A twenty-year review of brand and customer loyalty patents and academic literature 23 Charles V. Trappey, Amy J. C. Trappey, Annie A. S. Li and Richard Feinberg 4 The customer loyalty journey – technology enabled loyalty touchpoints 42 Mathew Chylinski and Jonas Heller 5 Customer loyalty – an international perspective 55 Aqeel Faisal A. Kadasah 6 Ethical dilemmas in terminating undesired (loyal) customers 70 Ting Yu and Michael Schwartz PART II RESEARCH METHODS, METRICS AND DESIGNS FOR CUSTOMER LOYALTY 7 Customer experience measurement: implications for customer loyalty 83 Francisco Villarroel Ordenes, David Díaz Solis and Dennis Herhausen 8 Capturing complex, dynamic customer loyalty by integrating traditional and big data analyses 95 Ce (Jacky) Mo and Ting Yu 9 Voice in customer loyalty research 107 Bitty Balducci and Detelina Marinova 10 Predictive approaches to customer loyalty: the impact of missing data on the predictability of customer loyalty models 129 Dominik M. Piehlmaier 11 Customer disloyalty: an interactive introspection 142 Maja Golf-Papez and René Moolenaar PART III PROGRAMMATIC APPROACHES TO CUSTOMER LOYALTY 12 The rewards portfolio 153 David Cox 13 Loyalty-Based Learning (LBL) in channel enablement programmes 164 Debbie I. Keeling and Ko de Ruyter 14 Play, games and gamification: possibilities for customer loyalty 173 Joey Lam, Karen Robson, Kirk Plangger, Jan Kietzmann, Ian McCarthy and Leyland Pitt 15 In search of loyalty programme soft benefits: a social capital perspective 189 David Cox 16 Nudging and marketing communications: a regulatory focus perspective 202 Ilia Protopapa and Stavros P. Kalafatis 17 Loyalty programmes: cases in points 216 David Cox 18 Habitual behaviour: design for automaticity during customer loyalty decisions 228 Dominik Mahr, Tim Hilken and Timna Bressgott 19 The journey from non-audiences to loyal audiences: a case study of a performing arts theatre 244 Yu-Chien Chang and Dirk vom Lehn PART IV REIMAGINING CUSTOMER LOYALTY RESEARCH 20 Six dilemmas for customer loyalty and sustainability 258 Fatima Wang 21 Building customer loyalty with augmented reality: current and future trends 274 Tim Hilken, Dominik Mahr and Dai-In Danny Han 22 Fostering customer loyalty using technology 291 Elisa B. Schweiger and Dhruv Grewal 23 If you post, they will follow: understanding the dynamics of the influencer marketing industry 306 Gillian Brooks and Mikołaj Piskorski 24 Role of AI in enhancing customer engagement, loyalty and loyalty programme performance 316 Choukri Menidiel, Linda D. Hollebeek, Anu Leppiman and Iivi Riivits-Arkonsuo 25 Redefining consumer relationships through voice technologies 332 Matteo Montecchi, Kirk Plangger, Anouk de Regt and Adam J. Mills Index
£156.00
Edward Elgar Publishing Ltd Handbook of Research on Customer Engagement
Book SynopsisCustomer engagement is now a critical research priority in contemporary marketing. In this Handbook, a cadre of international scholars offer an overview of current research on this rapidly growing field of study. Providing vital insights into current theoretical and practical treatments of customer engagement, chapters engage with a broad cross-section of state-of-the-art research. Covering the importance of customer engagement in broader marketing practices, conceptual relationships, organizational performance and networks, this Handbook grapples with both conceptual and empirical research to offer insight into current and rapidly emerging research issues. Featuring a broad theoretical scope, this Handbook attends to a rapidly growing international community of researchers in customer engagement. Scholars from related fields, including management, economics and sociology will also benefit from the range of applications of customer engagement research. This book is also crucial for marketing managers looking to improve and refine marketing environments. Contributors include: T.L. Baker, S.E. Beatty, R.N. Bolton, K. Burns, B.J. Calder, J.D. Chandler, D. Chasanidou, C. Costley, D. Cox, K. de Ruyter, L. Dessart, M. Ehret, A. Fjuk, P.W. Fombelle, D. Grewal, C. Gurau, K.L. Hall, W. Hammedi, M. Hammerschmidt, B. Henkens, L.D. Hollebeek, A. Hyder, J.U. Islam, I. Jain, L.W. Johnson, K. Johnston, A. Karahasanovi , C. Kazanis, D.I. Keeling, S.J. Kim, V. Kumar, C.R. Lages, A. Lane, C. Leckie, T. LeClercq, S. Leroi-Werelds, K. Macky, E.C. Malthouse, J. Marbach, E. Maslowska, J. Napoli, D. Novikova, M. Nyadzayo, R. Ouschan, V. Pitardi, I. Poncin, N. Puccinelli, Z. Rahman, N.B. Razavi, O. Regalado-Pezúa, A.L. Roggeveen, B. Runnalls, T.P. Scholdra, E.B. Schweiger, N. Sivertstol, D.E. Sprott, S. Streukens, T. Taguchi, J. Turkington, S. Tuzovic, A. van Riel, K. Verleye, N. Vijverman, V. Viswanathan, S.D. Vivek, C.M. Voorhees, W.H. Weiger, J. WirtzTrade Review'This is an excellent compilation of perspectives and empirical insight on customer engagement from a global list of scholars. The chapters provide insight into the psychological and sociological theories underlying consumer engagement. They are relevant to both practicing managers as they design effect customer engagement marketing initiatives and academic researchers as they work to understand this new and emerging phenomenon. It is an interesting read on a topic that continues to gain importance in marketing strategy.' --Colleen M. Harmeling, Florida State University, US'In the Handbook of Research on Customer Engagement, researchers from around the globe come together to examine a variety of emerging and innovative topics on customer engagement. Cutting across issues related to marketing practice, theory development, firm performance, and networked environments, the set of collated papers will be useful not only to academics who study engagement, but also to business practitioners who aim to better engage their customers.' --Robert W. Palmatier, University of Washington, US'The Handbook of Research on Customer Engagement addresses cutting-edge customer engagement (CE) issues and offers insight into its applications across different contexts. It includes contributions from globally renowned academics in the field and as such, should not be missed by any scholar or manager wishing to better understand or leverage CE. This title comes highly recommended.' --Moira Clark, Henley Business School, University of Reading, UKTable of ContentsContents: Introduction to the Handbook of Research on Customer Engagement 1 Linda D. Hollebeek and David E. Sprott PART I CUSTOMER ENGAGEMENT AND MARKETING PRACTICE Introduction: customer engagement and marketing practice 4 V. Kumar 1 Engagement-to-value (E2V): an empirical case study 20 Debbie Isobel Keeling, Ko de Ruyter and David Cox 2 Boosting customer engagement through gamification: a customer engagement marketing approach 35 Sandra Streukens, Allard van Riel, Daria Novikova and Sara Leroi-Werelds 3 Applying design thinking to innovate, validate, and implement new digital services 55 Nj.l Sivertst.l and Annita Fjuk 4 Online reviews as customers’ dialogues with and about brands 76 Ewa Maslowska, Su Jung Kim, Edward C. Malthouse and Vijay Viswanathan 5 Engagement and technology as key enablers for a circular economy 97 Nicholas Vijverman, Bieke Henkens and Katrien Verleye PART II CUSTOMER ENGAGEMENT CONCEPTUALIZATION AND CONCEPTUAL RELATIONSHIPS Introduction: the evolution of conceptual work on customer engagement 114 Ruth N. Bolton 6 How in-store retail and service atmosphere create customer engagement 126 Elisa B. Schweiger, Anne L. Roggeveen, Dhruv Grewal and Nancy M. Puccinelli 7 Customer engagement: the role of gamification 164 Wafa Hammedi, Thomas Leclercq and Ingrid Poncin 8 Giving or receiving in social media: can content marketing simultaneously drive productive and consumptive engagement? 186 Welf H. Weiger, Maik Hammerschmidt and Thomas P. Scholdra 9 Story-based consumer engagement: a conceptual framework 204 Laurence Dessart and Valentina Pitardi 10 Personality-based consumer engagement styles: conceptualization, research propositions and implications 224 Linda D. Hollebeek, Jamid Ul Islam, Keith Macky, Takashi Taguchi, Carolyn Costley and Dale Smith 11 Practices, engagement, and service systems as a holistic perspective on technological actors 245 Jennifer Chandler PART III CUSTOMER ENGAGEMENT AND ORGANIZATIONAL PERFORMANCE Introduction: customer engagement and organizational performance: a financial perspective 259 Bobby J. Calder 12 Review of engagement drivers for an instrument to measure customer engagement marketing strategy 271 Shiri Vivek, Cynthia Kazanis and Ingita Jain 13 Positively and negatively valenced customer engagement: the constructs and their organizational consequences 291 Julia Marbach, Niloofar Borghei Razavi, Cristiana R. Lages and Linda D. Hollebeek 14 Customer engagement and organizational performance: a service-dominant logic perspective 311 Civilai Leckie, Munyaradzi W. Nyadzayo and Lester W. Johnson 15 Leveraging user-generated content: a visual case analysis of Contiki’s brand co-creation campaign 329 Robyn Ouschan, Jay Turkington and Julie Napoli 16 A web site engagement measurement for digital marketers 358 Antonio Hyder and Otto Regalado-Pez.a 17 Temporality of customer engagement in service innovation: a theoretical model 376 Amela Karahasanović, Linda D. Hollebeek, Dimitra Chasanidou and Calin Gurau PART IV CUSTOMER ENGAGEMENT AND NETWORKED ENVIRONMENTS Introduction: value creation and co-creation within networks 391 Sharon E. Beatty 18 The impact of customer engagement behaviors and majority/minority information on the use of online reviews 402 Thomas L. Baker, Paul Fombelle, Clay Voorhees, Kristina K. Lindsey Hall and Blake Runnalls 19 Sharing uncertainty across organizations: service capital and customer engagement for realizing nonownership value 423 Michael Ehret and Jochen Wirtz 20 Connections and interactions: an engagement perspective on customer networks 441 Kim A. Johnston and Anne B. Lane 21 The role of consumer engagement in recovering online service failures: an application of service-dominant logic 456 Jamid Ul Islam, Zillur Rahman and Linda D. Hollebeek 22 Conceptualizing health consumer engagement: an extended framework of resource integration, co-creation and engagement 470 Kara Burns and Sven Tuzovic Index 493
£47.95
John Wiley and Sons Ltd Customer Relationship Management: Marketing 04.04
Book SynopsisFast track route to developing world customer relationships Covers all the key techniques for successful customer relationship management, from developing profitable customer relationships to integrated sales management systems and from e-marketing to pricing Examples and lessons from some of the world's most successful businesses, including Cisco and EclipsysEMC, and ideas from the smartest thinkers, including Don Peppers, Thomas Siebel and Patricia Seybold Includes a glossary of key concepts and a comprehensive resources guideTable of ContentsIntroduction to CRM Definition of terms The Evolutionof CRM The E-Dimension The Global Dimension The State of the Art In Practice: CRM Success Stories Key Concepts and thinkers Resources Ten Steps to Making CRM Work
£8.54
John Wiley and Sons Ltd Customer Relationships: Sales 12.9
Book SynopsisThe sales function is the front-line of any business. Keeping up with the latest sales techniques is essential, as well as ensuring you have a motivated, incentivised and focused sales team well-versed in the basics of selling, from identifying new prospects and getting repeat business to closing the deal. This module gives essential insight into all the key sales drivers such as account management, handling complex sales, selling services, FMCG selling, customer relationships and self-development for sales people.Table of ContentsIntroduction to ExpressExec. Introduction to Customer Relationships. What is Meant by Customer Relationships? The Evolution of Customer Relationships. Global Implications for Customer Relationships. Customer Relations: The State of the Art. Customer Relations Success Stories. Customer Relationships Key Concepts and Thinkers. Resources on Customer Relationships. Ten Steps to Effective Customer Relations. Frequently Asked Questions. Index.
£10.44
John Wiley & Sons Inc Customer Capitalism
Book SynopsisBlending the hot topics of new technology, market spaces, competitive strategy and customer behaviour, Customer Capitalism stands conventional wisdom on its head by introducing a new business model which shows how any business can generate increasing returns and gain a massive competitive advantage. Taking examples from companies as diverse as Amazon.com and Mondex, Microsoft and Monsanto, the author explains how businesses can escape the traps of a traditional mindset and originate for the customer rather than the product. These entreprises transform classic product/service categories, moving them away from market share into new "market spaces" where they find new ways of doing for customers. Customer Capitalism does what old capitalism could never do - it gives corporations a sustainable edge. Sandra Vandermerwe shows how to relate the ten principles of customer capitalism to your business and achieve the multiple and exponential rewards of increasing returns. Customer Capitalism generates growing customer value streams from ever-deepening and expanding relationships with individuals who lock-on to an organisation. These customers become an "installed customer base" who want the organisation as their dominant or sole choice on an ongoing basis. The new enterprise becomes the standard for these new ways of doing things by gathering market momentum. A growing number of individuals see and use the new way of doing things, making the enterprise ever more prevalent, and its brand increasingly infectious to others. Central to the concept of customer capitalism are six positive feedback loops which ensure customer lock-on and accelerating growth. Once the loops go into motion as one interlinking, reiterative system then the real forces of the new market and economic dynamics of customer capitalism come into play. Customers become the competitive barrier. Advantage leads to more advantage, success to more success, accumulating increasing returns in new market spaces.Table of ContentsAcknowledgements. Prologue: Changing the Business Model. 1. The Ten Principles of Customer Capitalism. Part One: New Ways of Doing Things. 2. Punctuating the Equilibrium. 3. The Power of to Revolutionize. 4. Becoming the Standard for New Ways of Doing Things. Part Two: The Time Value of Customers. 5. Learning to Customer Originate. 6. Customers as Lifelong Investfments. 7. Giving Margins a Break. Part Three: From Market Share to Market Spaces. 8. One More Time: What's Wrong with Market Share? 9. Market Spaces and Customer Capitalism. 10. Converging Industries and New Market Spaces. Part Four: Getting in Sooner, Staying in Longer. 11. Opportunity Managing in the Customer Activity Cycle. 12. On Higher Ground. 13. The New Electronic Go-between Service Proider. Part Five: Customers as Competitive Barriers. 14. Making Intention the Lever. 15. Getting Personal. 16. Moving to the Point of Acceleration. Part Six: New Competitive Wholes. 17. The Art of Connectivity. 18. Leading to Win-Win. 19. Practiving Complementarity. Part Seven: Locking on and Rolling Out. 20. First Prevalence then Profits. 21. Investing Up Front for Increasing Returns. 22. The Critical Value of Critical Mass. Part Eight: It's the Thought that Counts. 23. The Incredible Weight of Intangibles. 24. The Abundance Factor. 25. Mobilizing Mindpower. Part Nine: Economics of Customer Capitalism. 26 . Spreading the Cost of Learning. 27. The 'Falling Cost per Unit' Phenomenon. Part Ten: Scoring to Win. 29. Pricing for Time. 30. Valuing for Increasing Returns. References, Notes and Points of Departure. Index.
£23.79
Springer Nature Switzerland AG Sub-Supplier Management: A Buyer-Centric,
Book SynopsisThis book highlights the latest research on sub-supplier management while also discussing its current state and related managerial challenges. It provides a process framework for managing sub-suppliers and an overview of the various buyer / sub-supplier relationships and their key characteristics. Furthermore, the respective chapters address essential capabilities to successfully manage sub-suppliers and to discuss how to overcome barriers and challenges associated with sub-supplier management. Concrete examples and cases are also provided, and, in closing, potential research opportunities are outlined and demonstrated. Table of ContentsStatus Quo in Sub-Supplier Management.- Buyer-Sub-Supplier Relationships.- Introducing the Sub-Supplier Management Framework.- Sub-Supplier Management Capabilities.- The Concept of Sub-Supplier Specific Investments as a Development Tool.- Sub-Supplier Management and Sustainability.- Digitalization and Sub-Supplier Management.
£123.49
Springer Nature Switzerland AG Brand, Label, and Product Intelligence: Second
Book SynopsisThis book contains the latest and most up-to-date research results from the fields of brands, labels and product, presented at the international colloquium COBLI 2021, held in Orleans, France. It covers a wide range of topics from the fields of economics, psychology, information technology and social sciences. In particular, the book deals with various areas of application such as consumer behavior in the omnichannel, the influence of the coronavirus pandemic on attitudes and customer behavior, franchising, origin labelling, transparency in the agri-food industry, tourism and the triptych of brand/label/product. The contributions are gathered under the following main topics: Consumer behavior and decisions, labeling strategy, brand market trends, branding of local brands, territorial impact on brand/label/product, theoretical and managerial research methods.
£134.99
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Marketinginnovationen: Empirische Studien zu
Book SynopsisDieses Buch befasst sich mit Marketinginnovationen, also mit Innovationen, die sich auf die Bereiche Vertrieb, Pricing und Kommunikation beziehen. Manuel Hütter untersucht diese in zwei empirischen Studien näher. So wird in einer branchenübergreifenden Erhebung der Frage nachgegangen, ob und unter welchen Bedingungen Marketinginnovationen erfolgreich sind und worin die Unterschiede zu Produktinnovationen liegen. In einer zweiten Studie steht im Vordergrund, unter welchen Voraussetzungen Unternehmen besonders innovative Marketingkonzepte hervorbringen. Insgesamt sprechen die Ergebnisse für eine stärkere Auseinandersetzung der Wissenschaft und der Praxis mit dem Thema Marketinginnovationen.Table of ContentsDie Erfolgswirkung von Marketinginnovationen.- Vergleich von Marketinginnovationen und Produktinnovationen.- Treiber von radikalen Marketinginnovationen.- Implikationen für die Managementpraxis.
£44.99
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Creative Communities: Ein Erfolgsinstrument für
Book SynopsisDieses Buch betrachtet Creative Communities als eine spezielle Form des Crowdsourcings und zeigt, wie sie zur Unterstützung des Innovationsprozesses einerseits und zur Erhöhung der Kundenbindung andererseits beitragen können. Durch die systematische Untersuchung bestehender Creative Communities werden Best-Practice-Ansätze identifiziert und die Erfolgsfaktoren analysiert. Auch neue Erkenntnisse der Neurowissenschaften werden einbezogen und lassen interessante Ansätze für eine optimale Gestaltung von Creative Communities erkennen. Konkrete Handlungsempfehlungen aus der Praxis sowie zwei Case Studies sind insbesondere für diejenigen Unternehmen interessant, die Creative Communities als Instrument zur Innovation und Kundenbindung einsetzen möchten.Trade Review“… Das Buch richtet sich an Unternehmen, die Creative Communities als Instrument einsetzen möchten, und gibt ihnen vielfältige Handlungsempfehlungen an die Hand, um sie zu etablieren. Auch Marketingexperten werden viele Ansätze finden, wenn es darum geht, Creative Communities als undenbindungsinstrument sowie Innovationstreiber theoretisch und praxisnah einzusetzen.” (Service Today, Heft 2, 2017)Table of ContentsGrundlagen der Creative CommunitiesErfolgsfaktoren für die Gestaltung von Creative CommunitiesHandlungsempfehlungen für UnternehmenZukunftsperspektiven
£26.59
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Digitalisierung – Machen! Machen! Machen!: Wie
Book SynopsisAndreas Weber vermittelt Unternehmern und Managern die überlebenswichtige Facette der Digitalisierung mithilfe eines selbst entwickelten Modells. In dessen Mittelpunkt steht der Mensch: der Kunde im Fokus einer veränderten Wertschöpfungskette, die Mitarbeiter mit Ihrem Engagement, ihrer Kreativität und Wandlungsfähigkeit und last not least die Führungskräfte als deren Vorbilder und Befähiger sowie als strategische Pioniere. Daten sind der Treibstoff, ihre Integration ist das Geschäft. Nur eine kundenzentrierte Supply Chain ermöglicht unternehmerisches Wachstum und garantiert den unternehmerischen Fortbestand. Ansprechende Grafiken erläutern die eingängige Darstellung Schritt für Schritt. Sie eröffnet dem Leser den Ausblick auf die kommenden fünf Jahre, in denen sich entscheidet, wer am Markt überlebt. Das Buch ist Weckruf und Ansporn, endlich digital zu handeln, um den Unternehmenserfolg zu sichern und zu steigern.Trade Review“… Weber wendet sich ... an Geschäftsführer und Manager, die nicht unbedingt ein IT-Studium absolviert haben. Jedes Kapitel endet mit einem konkreten Fragenkatalog, damit jeder Leser das Wissen sofort auf sein eigenes Unternehmen übertragen kann …” (zukunftkunde.de, 5. Januar 2018)Table of ContentsDie digitale Revolution ist allgegenwärtig.- Wer Daten hat, hat die Macht.- Die moderne Architektur der Wertschöpfungsstufen.- Weckruf nach neuer Unternehmenskultur.- Denken ohne Grenzen.- Der Mensch im Netz der Digitalisierung.- Das Erfolgscredo: Machen, machen, machen!.- Nicht ohne Team.- Erfolge und Fehler gleichsam feiern.- Intern first, Customer second.- Management 4.0.
£42.74
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Stakeholder-Kommunikation im Web 2.0: Alte
Book SynopsisDagmar Rankl skizziert aufbauend auf der Lasswell-Formel aus dem Jahre 1948 eine neuzeitliche Beschreibung für den Kommunikationsprozess im Zeitalter der Netzwerkkommunikation. In diesem Zusammenhang definiert sie die Besonderheiten für eine erfolgreiche Stakeholder-Kommunikation und das damit einhergehende Berufsbild im Web 2.0. Die Ergebnisse aus einer zielorientierten und interdisziplinären Methodenkombination führen zu einer theoretischen Beschreibung der dialogischen KundInnenkommunikation via Facebook und beschreiben in Ansätzen auch etwaige Optimierungsansätze, um im Unternehmen mit den richtigen MitarbeiterInnen auf den fortschreitenden Medienwandel reagieren zu können. Table of ContentsEntwicklung und Funktion der Öffentlichkeitsarbeit.- Anforderungen an die Stakeholder-Kommunikation des 21. Jahrhunderts.- KundInnen als DialogpartnerInnen.- Der Dialog als Begleiterscheinung des Medienwandels.- Lasswell-Formel 2.0.- Berufsbild PR.
£44.99
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Praxis der Personalisierung im Handel: Mit
Book SynopsisPersonalisierung gilt im Handel als wichtiger Wettbewerbsvorteil. Dieses Buch zeigt, wie der Handel mittels zeitgemäßer E-Commerce-Technologie kundenindividuelle Angebote erzeugen kann, um Umsätze und den Kundenwert zu steigern. Autoren aus der Forschung, Beratung und Praxis erklären die Möglichkeiten und Wirkungen der Personalisierung und geben einen Ausblick auf zukünftige Entwicklungen. Fallbeispiele von bekannten Onlinehändlern illustrieren den Best Practice. Obwohl über das Thema viel gesprochen wird, gibt es viele offene Fragen von der Konzeption über Realisierungsoptionen bis hin zu rechtlichen Aspekten. Dieses Buch liefert Antworten.Table of ContentsPersonalisierung im Onlinehandel: Bestandsaufnahme und AusblickMarketing Engineering im E-Commerce – den Kunden in den Fokus des Dialogs rückenEin Reifegradmodell für die Personalisierung im E-CommercePersonalisierte Preise im Handel – Chancen und HerausforderungenRechtssicher personalisieren – Möglichkeiten und GrenzenErmittlung und Selektion einer Personalisierungslösung im HandelPersonalisierung im Handel am Beispiel von otto.deHeadline für Gliederungspunkt 8 fehlt == Personalisierung in der PraxisPersonalisierung als Basis – ABOUT YOUPersonalisierung als Wettbewerbsvorteil für Fachhändler – Babymarkt.dePersonalisierung als Kundenerlebnis – GoogleDaten als Treiber für Geschäftsmodelle: Der Aufstieg von Amazon 1998-2018
£28.49
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Deep Customer Value: So gestalten Sie Angebote
Book SynopsisDieses Buch zeigt, wie mit zentralen Wertsteuerungsinstrumenten die Profitabilität und Haltbarkeit der Kundenbeziehung in digitalen Vertragsverhältnissen deutlich verbessert werden kann. Wundern Sie sich über die Volatilität der Kundenentscheidungen, obwohl Sie immer neue Angebote erstellen, Aktionen machen, Rabatte geben? Ärgern Sie sich über rein mengenorientiertes Denken im Vertrieb? Stellen Sie sich oft die Frage, was die Profitabilität Ihrer Vertragsbeziehungen wirklich ausmacht? Geschäftsführer, Marketing- und Vertriebsleiter, Business Analysten sowie Manager von kleinen bis sehr großen Kundenbeständen erhalten in diesem Buch ein umfassendes Konzept zur Steuerung einer profitablen und langanhaltenden Vertragsbeziehung bei digitalen Produkten. Die Autoren zeigen, wie sowohl dem Vertriebler oder Agenten richtige Anreize gesetzt werden als auch vom Marketing dem Kunden wertsteigernde Angebote gemachten werden können. Ein Set an Steuerungsinstrumenten (Angebote, Rabatte, Empfehlungen, Prämien, Verbote) wird ebenso vorgestellt wie die Anforderungen im Datenmanagement bis hin zur Feinkalibrierung aller Instrumente. Hinweise zur Einbindung in die Gesamtstrategie sowie Konsequenzen für die Entwicklung der Organisation und das notwendige Change-Management runden das Werk ab.Es geht den Autoren weniger um wissenschaftlich-theoretische Erklärungen, sondern um einen schonungslosen Praxisbericht, der Erfolge und Tiefschläge reflektiert. Versprechen der Softwareindustrie werden enttarnt. Managementphrasen werden an ihrem wahren Gehalt gemessen und zum Teil vorgeführt.Trade Review“… Der Blickwinkel des Finanzanalysten liefert wertvolle Denkanstöße für die Versicherungsbranche.” (versicherungsmagazin, Heft 2, 2019)Table of Contents1 Warum die Wertsteuerung in einer digitalisierten Welt so schwierig ist1.1 In welcher Welt leben wir eigentlich? 1.2 Die schöne Welt der Digitalen Vertragsprodukte 1.3 Orte des Handelns und ihre Herausforderungen 1.4 Welche Unterstützung brauchen die Akteure? 2 Instrumente der Steuerung 2.1 Angebote sind keine Empfehlungen2.2 Restriktion: Finger weg von meinem Produkt, Kunde! 2.3 Rabatte: Sabotieren Sie nicht heute schon Ihr Marketing von morgen 2.4 Strafgebühren: Muss Kundenvorteil wirklich bestraft werden? 2.5 Empfehlungen: Wieviel Fairness können Sie aushalten? 2.6 Prämierung: Leistung muss sich wieder lohnen 2.7 The Big Picture 2.8 Geeignete Kombinationsmöglichkeiten 3 Prinzipien der Business Logik 3.1 Wirtschaftlichkeit 3.2 Affinität: Marketing im Wettlauf gegen die eigene Kreativität 3.3 Ethik: Auch im Detail noch Chefsache 3.4 Unternehmenspolitik und sonstige Verunreinigungen 4 Daten: Von Goldgräberstimmung mit wenig Gold 4.1 Wie Sie die Goldgräberstimmung überleben 4.2 Datenquellen – Viel hilft nur manchmal viel! 4.3 Datenidentifikation 4.4 Datenmanagement und Datenfunktionen 5 Wo wirkt die Steuerung: Dialog und Dramaturgie im Verkaufsprozess 5.1 Gibt es eigentlich einen Verkäufer? 5.2 Keine Sackgassen und Fallen 5.3 Spielen Sie noch oder buchen Sie schon? 5.4 Keine falschen Versprechungen bei der Prämierung! 5.5 Dramaturgie des Angebots 6 Logikstruktur und Design 6.1 Komplexität ist nicht gleich Kompliziertheit 6.2 Die Sprache der Logik ist fachlich 6.3 Kundenindividuelle Logik: Nicht mehr bloß für Empfehlungen! 6.4 Zentralisierung: A Single Point of Strategy 6.5 Strategieebenen: Produkt trifft Kunde trifft Situation 6.6 Regeln haben absolut immer einen Zweck 6.7 Dokumentation: Wer nicht aus der Geschichte lernt... 6.8 Ableitungen gegen intellektuelle Überforderung 6.9 Manchmal hat Technik eben doch fachliche Konsequenzen 7 Kalibrierung 7.1 Wie weit wollen Sie die Stellschrauben drehen? 7.2 Wirkungsmodelle: Wenn Trial-and-Error nicht mehr genügt 7.3 Simulation von Potenzialen 7.4 Kontrollgruppen 7.5 Wer darf kalibrieren? 8 Wie viel Veränderung schafft meine Organisation tatsächlich? 8.1 Wie strategisch darf es sein? 8.2 Warum sich Arbeitsweisen immer adaptieren sollten 8.3 Projekte und Programme zur Wertorientierung richtig aufsetzen9 Regelwerke und das Integrationsdilemma9.1 Warum bestimmte Eigenschaften bei Regelwerken so wichtig sind. 9.2 Die leidvollen Abhängigkeiten in und zwischen Regelwerken9.3 Der alte Streit zwischen zentraler und dezentraler Funktionalität 9.4 Die Out-of-the-box-Fallen bei Regelwerkskomponenten 9.5 Warum Regelwerksinhalte transformiert werden müssen 10 Betriebsprozesse und Qualitätssicherung 10.1 Inhaltliche Weiterentwicklung der Logik im Betrieb 10.2 IT-Betrieb von Logikanteilen 11 Deep Customer Value in der Zukunft
£31.34
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Customer Experience im Zeitalter des Kunden: Best
Book SynopsisDieser Band widmet sich Themen zum Customer Experience Management und bietet anhand von Best-Practice-Beispielen unterschiedlichster Branchen, Fallstudien und empirischen Untersuchungen einen umfassenden Überblick. Im Zeitalter des Kunden werden auf Dauer nur die Unternehmen erfolgreich sein, die ihren Kunden außergewöhnliche Erlebnisse und einen überlegenen Nutzen bieten. Hierbei ist es wichtig, das Verhalten und die Erwartungen von Kunden so gut wie möglich zu verstehen und entlang von Customer Journeys und Touchpoints zu gestalten.Die Beiträge zeigen Ansätze, Hintergründe und Konzepte, wie Unternehmen das Customer Expericence Management effektiv einsetzen können.Trade Review“... Das Herausgeberwerk zeigt, was dabei beachtet werden muss und welche Methoden sich dazu eignen, um den Kunden über eine Fülle an Touchpoints für die Produkte beziehungsweise Dienstleistungen des eigenen Unternehmens zu begeistern und in letzter Konsequenz das Geschäftsmodell zugunsten einer spürbaren Kundennähe zu transformieren ...” (Management Kompass, Heft 3, 2019)Table of ContentsGestaltung und Digitalisierung von Kundenerlebnissen im Zeitalter des Kunden.- Customer Experience Management – Der Weg ist das Ziel.- Customer Experience Management – wie man Kunden begeistern kann.- Ganzheitliche Marken- und Kundenerlebnisse gestalten: Damit auch Marke drin ist, wo Marke draufsteht.- Micro Moments als entscheidender Moment im Rahmen einer zunehmend fragmentierteren Customer Journey.- Evolve or die! – Die Rolle der Digitalen Transformation für die Customer Experience im B2B-Vertrieb.- Prozessorientierte Messung der Customer Experience am Beispiel der Telekommunikationsindustrie.- Kundenerwartungen im E-Commerce – Ergebnisse einer empirischen Untersuchung.
£47.49
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Disruption und Transformation Management: Digital
Book SynopsisDieses Buch beleuchtet den kontinuierlichen Change der disruptiven Digitalisierung umfassend. Damit Unternehmen dieser Herausforderung eines Transformationsprozesses gerecht werden können, bedarf es eines ganzheitlichen Umdenkens hin zu einem agilen, innovativen Handeln und Führen. Ferner ist eine unternehmensseitig erfolgreiche Integration in ein digitales Ökosystem unabdingbar. Renommierte Autoren aus Wissenschaft und Praxis bieten in diesem Buch aktuelle Handlungsempfehlungen, wie Sie die Disruption gestalten und von ihr profitieren können.Der Inhalt• Digital Leadership − wer führt, verführt• Digital Mindset − erst wenn die Synapsen digital sind, erfolgt ein Neudenken• Digital Strategy − zurück zu den Tugenden des strategischen Wettbewerbsvorteils• Digital Ecosystem – mehr als die Summe seiner TeileTable of ContentsDigital Leadership - wer führt verführt.- Digital Mindset - erst wenn die Synapsen digital sind, erfolgt ein Neudenken.- Digital Strategy - zurück zu den Tugenden des strategischen Wettbewerbsvorteils.- Digital Customer Relationships - ohne Beziehung keine Nähe.- Digital Prozesses, Products and Services - es lebe das Ökosystem.
£66.49
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Homo Connectus: Einblicke in die Post-Solo-Ära
Book SynopsisDieses Buch geht der Frage nach, wer der vernetzte Kunde überhaupt ist. Um ihn zu verstehen, muss die Leitlinie weg von Zielgruppen und wieder hin zum Individuum Kunde führen – Big Data muss sich zu Smart Data transferieren. Renommierte Autoren verweisen auf Möglichkeiten und Gefahren, die sich mit der Vernetzung und deren Folgen, wie z. B. der Verbreitung von Informationen in Echtzeit, bieten. Sie zeigen, dass Konsumentenvernetzung multiple Auswirkungen auf das Unternehmensmanagement hat. Angefangen mit der Frage nach der zukünftigen Rolle des Customer Relationship Management bis hin zu der Beschreibung der neuen Generation C. Abschließend erhält der Leser positive Beispiele zur konsequenten Umsetzung eines nachhaltigen Kundenbeziehungsmanagements. Der Inhalt Von Wind und Drachen: Der letzte Konsument? Von Reisen und Schritten: Die Generation C Von Flüssen und Netzen: Die wechselnde Natur von Kunden und Business-Märkten Von Hunger und Feuer: Hyper-Connected Customer? Von Zorn und Kummer: Transformation der digitalen Kundenerfahrung Table of ContentsVon Wind und Drachen: Der letzte Konsument.- Von Reisen und Schritten: Die Generation C.- Von Flüssen und Netzen: Die wechselnde Natur von Kunden und Business-Märkten.- Von Hunger und Feuer: Hyper-Connected Customer.- Von Zorn und Kummer: Transformation der digitalen Kundenerfahrung.
£48.59
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG CRM in der Public Cloud: Praxisorientierte
Book SynopsisDieses essential stellt fundiert und praxisorientiert die Grundlagen von CRM in der Public Cloud dar. Das Autoren-Team gibt einen grundlegenden Einblick in das Cloud-Computing basierte Customer Relation Management und zeigt auf, welche Faktoren die Kombination der beiden beeinflussen. Sie erfahren, wie ein Public-Cloud-CRM-System eingeführt werden kann, worauf dabei zu achten ist und welche Systeme schon existieren.Table of ContentsGrundlagen von CRM und Cloud Computing.- Entscheidungskriterien und praxisorientierte Anwendung von CRM in der Public Cloud.- Lösungen am Markt.- Betriebliche Einführung.
£11.77
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Software in Workshops perfekt präsentieren: So
Book SynopsisDieses essential zeigt, wie der Vertriebsprozess bei Digitalisierungsprojekten im Bereich von Software-Präsentationen und Workshops effizienter gestaltet werden kann. In Software-Präsentationen oder Workshops liegen die Vorstellungen von Kunden und Wirklichkeit, die durch Softwareanbieter geliefert werden, oft weit auseinander. Schlechte Vorbereitung, fehlende Daten und das zu geringe Eingehen auf die Kundenanforderungen führt besonders in Hochkonjunkturzeiten der IT-Branche zu negativen Kundenerfahrungen. Softwareanbieter, die bereit sind, die Prozesse in diesem Bereich zu optimieren, können deren Erfolgsquote in Bezug auf gewonnene Aufträge und durchgeführte Präsentationen drastisch erhöhen. Table of ContentsVorwort.- Allgemeine, aber wichtige Themen im Vorfeld.- Vor der Präsentation und dem Workshop.- Während der Präsentation/des Workshops.- Nach Präsentation und Workshop.- Expertentipps.
£11.77
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Emotionale Ansteckung in technologiebasierten
Book SynopsisKatja Lohmann entwickelt Wirkungsmodelle, die den Einfluss von Smileys auf die Emotionen der Kunden in den neuen Servicekanälen der computervermittelten Kommunikation und der Self-Service Technologies vor dem Hintergrund des Prozesses der emotionalen Ansteckung betrachten. Mit Hilfe von zwei experimentellen Untersuchungen werden die theoretischen Annahmen geprüft und die Bedeutung emotionaler Ersatzinformationen wie der Smileys für die technologiebasierten Serviceinteraktionen aufgezeigt. Die Arbeit leistet somit einen Beitrag zur Fragestellung, wie Unternehmen in Zeiten der Digitalisierung ihre Kunden weiterhin sozial und emotional ansprechen und damit die menschliche Wärme im Kundenkontakt aufrechterhalten können.Table of ContentsServiceinteraktionen als Berührungspunkt zwischen Kunden und Unternehmen.- Bedeutung der nonverbalen Kommunikation in der Serviceinteraktion.- Einfluss der technischen Entwicklung auf die Serviceinteraktionen.- Emotionale Ansteckung über emotionale Ersatzinformationen.
£49.49
Springer Gabler Customer Experience Management in Der Praxis:
Book Synopsis
£11.77
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Loyalitätsprogramme im digitalen Wandel: Eine
Book SynopsisJessica Chhen untersucht, warum Konsumenten Mobile Loyalty Apps verwenden oder ablehnen und welche Implikationen sich daraus für die Anbieter von Loyalitätsprogrammen ergeben. Dazu stellt sie ein erweitertes Modell auf Basis der Theory of Planned Behavior auf. Anhand einer Online-Befragung und der statistischen Auswertung der gewonnenen Daten kommt die Autorin u.a. zu der Erkenntnis, dass der Unterhaltungswert einer Mobile Loyalty App für die Schaffung einer positiven Einstellung wichtiger ist als der ökonomische Nutzen.Table of ContentsNeue Anforderungen und Möglichkeiten für Loyalitätsprogramme als Smartphone-App.- Entwicklung eines Untersuchungsmodells auf Basis der Theory of Planned Behavior unter Berücksichtigung verschiedener Einflussfaktoren.- Ergebnisse der empirischen Untersuchung und Ableitung von Implikationen für Anbieter von Loyalitätsprogrammen.
£49.49
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Humanoid Service Robots: Customer Expectations
Book SynopsisBased on four empirical studies, Moritz Merkle examines the introduction of humanoid robots to the frontline service encounter in a customer-centric approach focusing on customer expectations and customer responses. The author identifies desirable robotic behavioral cues and shows that service robots meet great acceptance among customers. After service failures, customers are even more likely to forgive service robots than human employees. Further, he shows how crucial it is to manage customer expectations that depend on cultural dimensions and internal reference categories.Table of Contents1 Introduction.- 2 Conceptual Background.- 3 Method.- 4 Study 1: A Service Robot Acceptance Model: Customer Acceptance of Humanoid Robots During Service Encounters.- 5 Study 2: A Cross-Country Comparison of Attitudes toward Humanoid Service Robots.- 6 Study 3: Beyond the Call of Duty: The Impact of Innovative Service Behavior by Robots on Customer Delight.- 7 Study 4: Customer Responses to Service Robots: Comparing Human-Robot Interaction with Human-Human Interaction.- 8 Overall Discussion.
£75.99
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Digitalisierung im stationären Reisevertrieb: Der
Book SynopsisDer stationäre Reisevertrieb sieht sich durch die gesteigerte Nutzung von Online-Kanälen zur Suche und Buchung von Reisen einem erhöhten Wettbewerb in der Tourismusbranche ausgesetzt. In-Store-Technologien – wie die Virtual Reality-Brille, der Touchscreen und das Tablet – werden zur Unterstützung in der Beratung im stationären Reisevertrieb genutzt. Deren Bedeutung wird aufgrund der Verzahnung von Online- und Offline-Kanälen im Zuge der Digitalisierung zunehmend höher. Die Untersuchung des Einflusses von In-Store-Technologien auf das Kaufverhalten ist Gegenstand der Publikation. In einer dreistufigen Untersuchung wird aufgezeigt, welche Determinanten der In-Store-Technologien im Hinblick auf das Kaufverhalten relevant sind und welchen Einfluss diese auf die Kaufabsicht aus Sicht des Konsumenten haben. Darüber hinaus werden zukunftsgerichtete Handlungsempfehlungen für die Unternehmenspraxis abgeleitet, welche als Entscheidungsgrundlage nützlich sein können. Table of ContentsEinleitung.- Theoretische Grundlagen.- Theoretischer Bezugsrahmen zur Erklärung des Kaufverhaltens im Reisebüro.- Überblick über das Forschungsdesign.- Qualitative Untersuchung I.- Grundlagen zur experimentellen Untersuchung.- Konzeption, Durchführung und Ergebnisse der experimentellen Untersuchung.- Qualitative Untersuchung II.- Schlussbetrachtung und Ausblick.
£56.99
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Quick Guide Digital Marketing Roadmap: Analyse,
Book SynopsisIn diesem Buch wird mit der Digital Marketing Roadmap ein Konzept vorgestellt, mit dem Sie das Marketing Ihres Unternehmens im digitalen Umfeld planen, umsetzen und messen können. Die Digitalisierung bringt nahezu täglich neue Möglichkeiten und Tools, um mit Kunden in Kontakt zu treten und Kaufimpulse auszulösen. Gleichzeitig steigen die Anforderungen an das Marketing, den eigenen Beitrag zum Verkaufserfolg zu belegen. Hierzu braucht es einen strukturierten Fahrplan, um sicherzustellen, dass die einzelnen Maßnahmen auch messbar auf die Erreichung der Marketingziele einzahlen.Erfahren Sie in diesem Buch, wie Sie eine Digital Marketing Roadmap für Ihr Unternehmen entwickeln, dabei Customer Journey und Sales Funnel verbinden und Ihr Onlinemarketing durch Erfolgsmessung stetig verbessern. Trade Review“... Alexander Schwarz-Musch, Alexander Tauchhammer und Bernhard Guetz haben in der Folge ein dreistufiges Konzept entwickelt, das sie in ihrem Buch „Quick Guide: Digital Marketing Roadmap“ vorstellen. Mit einer Schritt-für-Schritt Anleitung helfen sie Marketing-Verantwortlichen dabei, den Überblick zu bewahren und führen sie durch die drei Stufen Analyse und Ziele, Konzeptentwicklung sowie Erfolgsmessung und Optimierung …” (Kärntner Wirtschaft - Die Zeitung der Wirtschaftskammer Kärnten, 10. Februar 2023)Table of ContentsRe!think Marketing: Neue Möglichkeiten erfordern ein neues Denken.- Roadmap Step 1 – Analyse und Ziele: Buyer Personas, Relevante Touchpoints, Entwicklung der Customer Journey, Definition des Sales Funnels.- Roadmap Step 2 – Konzeptentwicklung: Auswahl Touchpoints, Definition Maßnahmen und Content.- Roadmap Step 3 – Erfolgsmessung und Optimierung: Gängige KPIs, Messinstrumente und mögliche Verbesserungsansätze.- Best Case Dr. Oetker Österreich.
£23.74
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Quick Guide Sales Enablement: Wie Sie durch die
Book SynopsisDieses Buch zeigt, wie es gelingt, eine optimal ausgestaltete Vertriebsorganisation zu etablieren, die konsequent auf Kunden und deren Kaufentscheidungen basiert und dadurch entscheidende Wettbewerbsvorteile generiert. Denn nur so kann heutzutage der Unternehmenserfolg gesichert und gesteigert werden.Im Mittelpunkt steht der Sales-Enablement-Prozess als holistisches Rahmenkonzept. Er bildet die Infrastruktur, die eine effiziente Zusammenarbeit aller Unternehmensabteilungen gewährleistet. Die Autor*innen erläutern die Ausrichtung sämtlicher Ziele, Motivationen, Denkmuster, Aktionen und Kampagnen an den Bedürfnissen der Kunden. Zudem zeigen sie, welche Methoden und Herangehensweisen aus ihrer Sicht besonders erfolgversprechend sind und wie der praktische Start in ein Sales Enablement konkret aussehen kann. Trade Review“... Wer eine hilfreiche Anleitung für modernes Sales Enablement sucht und sich mit den Methoden und der Herangehensweise dazu beschäftigen möchte, liegt mit diesem praxisorientierten Buch genau richtig.” (Sales Excellence, 1. Oktober 2022)Table of ContentsSales Enablement als Führungsaufgabe: strategische Unternehmensführung und Vertriebsstrategie.- Sales Enablement im Überblick: der Prozess, Training und Sales Coaching, Content und Content-Erstellung, Tools und Technologie, Sales-Enablement-Charta, Lösungsansätze, das Design-Thinking-Format.- Der praktische Start ins Sales Enablement.
£23.74
Springer-Verlag Berlin and Heidelberg GmbH & Co. KG Best of springerprofessional.de: Marketing +
Book SynopsisDieses essential ist eine einzigartige Zusammenstellung von Highlights der Online-Artikel aus dem Fachgebiet „Marketing + Vertrieb“ im Wissensportal Springer Professional. Die Journalisten der Springer Professional-Redaktion berichten darin über wichtige Entwicklungen der Branchen und greifen dabei insbesondere die Einflüsse der Megatrends Digitalisierung und Nachhaltigkeit auf.Table of ContentsOnline-Handel birgt sowohl Chancen als auch Risiken,- Welche Chancen im Metaversum stecken,- Virtual Selling verändert den Vertrieb,- Remote Selling ist gekommen, um zu bleiben,- Die fünf Phasen bis zum Verkaufsabschluss,- Neue Wege in der Kundenbindung,- Key-Account-Kunden richtig betreuen,- Gute Schlüsselkunden erkennen und binden,- Der Lifestyle, dem die Lohas vertrauen,- Nachhaltigkeit bewegt Kunden und Marken,- Neuromarketing knackt unterbewusste Kauftreiber,- QR-Codes fördern den Umsatz,- KI beflügelt das Supply-Chain-Management,- KMU verschenken Potenzial auf den Social Media,- Wie Sportsponsoring die Markenwahrnehmung stärken kann
£11.77
Springer Sales Enablement: Tools and Techniques for Modern
Book SynopsisThis book helps in building an optimally designed and customer-oriented sales organization. It places a special emphasis on purchasing decisions and leads to producing a decisive competitive advantage. The focus is on the sales enablement process as a holistic framework concept. It forms the infrastructure that ensures efficient cooperation between all areas of the company. The book explains the alignment of all goals, motivations, thought patterns, actions and campaigns in relation to the needs of the customer. In addition, it shows the most promising methods and approaches and how the practical start of sales enablement can look like. The book is aimed at managers and all who deal with sales strategies. Table of Contents
£31.34
