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Measuring Customer Experience
How to Develop and Execute the Most Profitable Customer Experience Strategies
Buch von Philipp Klaus
Sprache: Englisch

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Beschreibung
Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management.
Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management.
Inhaltsverzeichnis
1. CX: the origins and importance for your business 2. CX strategies and management practices 3. The 5 dimensions of CX management 4. The 3 types of CX management practice 5. Linking practices to profitability 6. Your CX management balance sheet: where are you and where do you want to be? How to get from A (current state) to B - a step-by-step approach. 7. The devil is in the details - only what get measured gets managed 8. Best practice versus next practice 9. Concluding thoughts
Details
Erscheinungsjahr: 2014
Fachbereich: Allgemeines
Rubrik: Sozialwissenschaften
Medium: Buch
Inhalt: Einband - fest (Hardcover)
ISBN-13: 9781137375452
ISBN-10: 1137375450
Sprache: Englisch
Herstellernummer: 978-1-137-37545-2
Autor: Klaus, Philipp
Hersteller: Palgrave Macmillan
Palgrave Macmillan UK
Springer Palgrave Macmillan
Verantwortliche Person für die EU: Springer Palgrave Macmillan, Tiergartenstr. 17, D-69121 Heidelberg, buchhandel-buch@springer.com
Abbildungen: XIV, 166 p.
Maße: 18 x 142 x 219 mm
Von/Mit: Philipp Klaus
Erscheinungsdatum: 04.12.2014
Gewicht: 0,328 kg
Artikel-ID: 105198042
Inhaltsverzeichnis
1. CX: the origins and importance for your business 2. CX strategies and management practices 3. The 5 dimensions of CX management 4. The 3 types of CX management practice 5. Linking practices to profitability 6. Your CX management balance sheet: where are you and where do you want to be? How to get from A (current state) to B - a step-by-step approach. 7. The devil is in the details - only what get measured gets managed 8. Best practice versus next practice 9. Concluding thoughts
Details
Erscheinungsjahr: 2014
Fachbereich: Allgemeines
Rubrik: Sozialwissenschaften
Medium: Buch
Inhalt: Einband - fest (Hardcover)
ISBN-13: 9781137375452
ISBN-10: 1137375450
Sprache: Englisch
Herstellernummer: 978-1-137-37545-2
Autor: Klaus, Philipp
Hersteller: Palgrave Macmillan
Palgrave Macmillan UK
Springer Palgrave Macmillan
Verantwortliche Person für die EU: Springer Palgrave Macmillan, Tiergartenstr. 17, D-69121 Heidelberg, buchhandel-buch@springer.com
Abbildungen: XIV, 166 p.
Maße: 18 x 142 x 219 mm
Von/Mit: Philipp Klaus
Erscheinungsdatum: 04.12.2014
Gewicht: 0,328 kg
Artikel-ID: 105198042
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