TY  - BOOK
AU  - Soudagar,Reza
AU  - Iyer,Vinay
AU  - Hildebrand,Volker G.
TI  - The customer experience edge: technology and techniques for delivering an enduring, profitable and positive experience to your customers 
SN  - 9781259025792
U1  - 658.812 23
PY  - 2012///
CY  - New Delhi
PB  - Tata McGraw-Hill
KW  - Consumer satisfaction
KW  - Customer relations
KW  - Management
KW  - Customer services
KW  - Technological innovations
N1  - Includes bibliographical references and index; Customer experience : the new competitive battleground -- Customer experience in the new normal -- The four essentials of profitable customer experience -- Case study: "Grocer moves shopping to the palms of customers' hands" -- B2B customer experience: different animal, same spots -- Case study: "Focus on customer success yields substantial cost savings at synopsys" -- Making it happen -- Throwing out the old playbook -- Mini profile: "Cardinal health transforms customer experience with a cross-company service system" -- The new customer experience recipe -- Mini profile: "Through engagement and interaction, the lego group plays well with customers" -- A fresh look at the top and bottom lines -- Technology : the core ingredient -- The underlying foundation for the customer experience edge -- Case study : customers, not cars, now drive auto importer's strategy -- Adding disruptive technologies to advance the game -- Case study: "Cementing customer bonds" -- It as the catalyst of ce transformation -- Sustaining the "wow" -- Ten on-ramps to the customer experience freeway -- Measures of success -- Emerging economies : exporting profitable customer experience -- Mini profile: "Customer experience at akbank surpassed only by turkish bank's growth" -- The future of customer experience -- Action items for the customer experience edge -- Afterword: customer experience edge in action at SAP
ER  -