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In an age when customers have access to vast amounts of data about your company and its competitors, customer experience is the only sustainable source of competitive advantage. But how to excel at it? Based on fourteen years of research by the customer experience leaders at Forrester Research, "Outside In" offers a complete roadmap to attaining the experience advantage. It starts with the concept of the Customer Experience Ecosystem proof that the roots of customer experience problems lie not just with customer-facing employees like your sales staff, but with behind-the-scenes employees like accountants, lawyers, and programmers, as well as the policies, processes, and technologies that all your employees use every day. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs
Acquisto del libro
Outside in, Manning Harley Manning, Bodine Kerry Bodine
- Lingua
- Pubblicato
- 2012
- product-detail.submit-box.info.binding
- (In brossura),
- Condizioni del libro
- In buone condizioni
- Prezzo
- 1,99 €
Metodi di pagamento
Qui potrebbe esserci la tua recensione.
- Titolo
- Outside in
- Lingua
- Inglese
- Pubblicato
- 2012
- Formato
- In brossura
- ISBN10
- 1477800085
- ISBN13
- 9781477800089
- Serie
- Tag
- Saggistica, Arte / Cultura, Commercio, Business & Management, Design, Marketing & Vendite, Gestione & HR
- Valutazione
- 3,9 su 5
- Descrizione
- In an age when customers have access to vast amounts of data about your company and its competitors, customer experience is the only sustainable source of competitive advantage. But how to excel at it? Based on fourteen years of research by the customer experience leaders at Forrester Research, "Outside In" offers a complete roadmap to attaining the experience advantage. It starts with the concept of the Customer Experience Ecosystem proof that the roots of customer experience problems lie not just with customer-facing employees like your sales staff, but with behind-the-scenes employees like accountants, lawyers, and programmers, as well as the policies, processes, and technologies that all your employees use every day. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs