| 000 | 02795nam a22003257a 4500 | ||
|---|---|---|---|
| 005 | 20121010150331.0 | ||
| 008 | 121010t xxu||||| |||| 00| 0 eng d | ||
| 010 | _aENG-106063 | ||
| 020 |
_a9781259025792 _c575.00 |
||
| 020 |
_a1259025799 _c575.00 |
||
| 035 | _aEN-89596 | ||
| 037 | _bDBAD/PUB | ||
| 040 |
_aDPL _bEng |
||
| 082 | 0 | 0 |
_a658.812 _223 |
| 100 | 1 |
_aSoudagar, Reza _953019 |
|
| 245 | 1 | 4 |
_aThe customer experience edge : _btechnology and techniques for delivering an enduring, profitable and positive experience to your customers / _cby Reza Soudagar, Vinay Iyer [and] Volker G. Hildebrand |
| 260 |
_aNew Delhi _bTata McGraw-Hill _cc2012 |
||
| 270 |
_a7 West Patel Nagar _bNew Delhi _e110008 |
||
| 300 |
_axxvi, 292p. : _bill. _c24cm(Hb) |
||
| 500 | _aIncludes bibliographical references and index. | ||
| 505 | 0 | _aCustomer 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. | |
| 650 | 0 |
_aConsumer satisfaction. _953020 |
|
| 650 | 0 |
_aCustomer relations _xManagement. _953021 |
|
| 650 | 0 |
_aCustomer services _xTechnological innovations. _953022 |
|
| 700 | 1 |
_aIyer, Vinay _953023 |
|
| 700 | 1 |
_aHildebrand, Volker G. _953024 |
|
| 942 |
_2ddc _cEN _h658.812 _mSOU |
||
| 999 |
_c70782 _d70782 |
||