Customer Centric Support Services in the Digital Age PDF Download

Author: Jagdish N. Sheth
Publisher: Palgrave Macmillan
ISBN: 9783031370960
Category : Business & Economics
Languages : en
Pages : 0

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Book Description
This book explores how customer service can become the singular competitive differentiator for organizations in the digital era. Given the pace of digitization and the rise in customer expectations post-pandemic, organizations must focus on customer-centricity in all functions in the digital age, providing factors, enablers, and processes for customer service and sharing best practices based on research from global experts. The book is a valuable resource for students and researchers keen on understanding the new digital landscape in customer service to develop, maintain, and enhance customer relationships.

Author: Jagdish N. Sheth
Publisher: Springer Nature
ISBN: 303137097X
Category : Business & Economics
Languages : en
Pages : 308

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Book Description
This book explores how customer service can become the singular competitive differentiator for organizations in the digital era. Given the pace of digitization and the rise in customer expectations post-pandemic, organizations must focus on customer-centricity in all functions in the digital age, providing factors, enablers, and processes for customer service and sharing best practices based on research from global experts. The book is a valuable resource for students and researchers keen on understanding the new digital landscape in customer service to develop, maintain, and enhance customer relationships.

Author: Kim Goodwin
Publisher: John Wiley & Sons
ISBN: 1118079884
Category : Computers
Languages : en
Pages : 770

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Book Description
Whether you’re designing consumer electronics, medical devices, enterprise Web apps, or new ways to check out at the supermarket, today’s digitally-enabled products and services provide both great opportunities to deliver compelling user experiences and great risks of driving your customers crazy with complicated, confusing technology. Designing successful products and services in the digital age requires a multi-disciplinary team with expertise in interaction design, visual design, industrial design, and other disciplines. It also takes the ability to come up with the big ideas that make a desirable product or service, as well as the skill and perseverance to execute on the thousand small ideas that get your design into the hands of users. It requires expertise in project management, user research, and consensus-building. This comprehensive, full-color volume addresses all of these and more with detailed how-to information, real-life examples, and exercises. Topics include assembling a design team, planning and conducting user research, analyzing your data and turning it into personas, using scenarios to drive requirements definition and design, collaborating in design meetings, evaluating and iterating your design, and documenting finished design in a way that works for engineers and stakeholders alike.

Author: Peter Fader
Publisher:
ISBN:
Category : Business planning
Languages : en
Pages : 128

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Book Description
Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.

Author: Rob Botwright
Publisher: Rob Botwright
ISBN: 1839387459
Category : Business & Economics
Languages : en
Pages : 217

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Book Description
🚀 Welcome to the Service Desk Manager Bootcamp! 🚀 Are you ready to take your service desk management skills to the next level? Introducing our exclusive book bundle: "Service Desk Manager Bootcamp: ITIL 4 Standards, KPI & SLA Management." 📚 In this comprehensive bundle, you'll gain access to four essential books that cover everything you need to know to excel in service desk management: 📘 BOOK 1: Service Desk Essentials: A Beginner's Guide to ITIL 4 Standard Get started on the right foot with this beginner's guide to ITIL 4 Standard. Learn the core principles and practices of IT service management and align IT services with business objectives. 📘 BOOK 2: Mastering KPIs: Optimizing Service Desk Performance Unlock the secrets to optimizing service desk performance with this book. Discover how to identify, define, and track key performance indicators (KPIs) to enhance customer satisfaction and drive organizational success. 📘 BOOK 3: SLA Mastery: Advanced Strategies for Service Desk Managers Take your SLA management skills to the next level with advanced strategies and techniques. Learn how to negotiate, implement, and manage SLAs to ensure compliance and alignment with business objectives. 📘 BOOK 4: Beyond Basics: Expert Insights into Service Desk Management in the Digital Age Stay ahead of the curve with expert insights into service desk management in the digital age. Explore innovative approaches, emerging technologies, and best practices for delivering exceptional customer experiences. With over 3000 characters of expert guidance and practical strategies, this book bundle is your ticket to service desk excellence. Whether you're a beginner looking to build a strong foundation or an experienced manager seeking advanced techniques, the Service Desk Manager Bootcamp has something for everyone. Don't miss out on this opportunity to elevate your service desk management skills and drive organizational success. Get your hands on the Service Desk Manager Bootcamp book bundle today! 🌟

Author: Nas?r, Süphan
Publisher: IGI Global
ISBN: 1466682329
Category : Business & Economics
Languages : en
Pages : 322

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Book Description
In today’s global economy, social media and technological advances have changed the way businesses interact with their clientele. With new forms of communication and IT practices, companies seek innovative practices for maintaining their consumer loyalty. Customer Relationship Management Strategies in the Digital Era blends the literature from the fields of marketing and information technology in an effort to examine the effect that technological advances have on the interaction between companies and their customers Through chapters and case studies, this publication discusses the importance of achieving competitive advantage through implementing relationship marketing practices and becoming consumer-centric. This publication is an essential reference source for researchers, professionals, managers, and upper level students interested in understanding customer loyalty in a technology-focused society.

Author: Bo Edvardsson
Publisher: Springer Nature
ISBN: 3030918289
Category : Business & Economics
Languages : en
Pages : 1031

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Book Description
This handbook provides an innovative, thorough overview of service management. It draws together an impressive, international group of leading scholars who offer a truly global perspective, exploring current literature and laying out guidance for future research. Beginning with defining service as a perspective on value creation, and service management as “a set of organizational competencies for enabling and realizing value creation through service,” it then moves on to follow the evolution of service research. From there, the book is structured into six main themes: perspectives on service management; service strategy; service leadership and transition; service design and innovation; service interaction; quality and operations; and service management and technology. This book is valuable reading for academics, lecturers, and students studying service management, operations management, and service research.

Author: M. Finger
Publisher: IOS Press
ISBN: 1614993955
Category : Business & Economics
Languages : en
Pages : 200

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Book Description
In recent years, the postal sector has undergone radical changes, which have primarily been driven by operational and technological developments. Not only has the advent of Information and Communication Technology (ICT) added competition to the market, but it has also provided ample opportunity for the broadening and improvement of services and product range._x000D_ This book deals with the challenges faced by the postal sector in the digital age, and with the vast opportunities that technological advancements offer postal operators with regard to developing new business solutions and services tailored to the needs of their customers. It provides an analysis of these opportunities and identifies the ways in which postal operators might benefit from the digital age and new market requirements. The book is divided into three main parts: various digital dimensions; e-commerce challenges; and opportunities for partnership with governments. A final chapter discusses the developments described in the book and the views and ideas of the authors._x000D_ The book will be of interest to all those responsible for developing and running postal services, as well as to anyone affected by the changes which have already taken place or the possibilities opening up for new and improved services.

Author: David Loshin
Publisher: Elsevier
ISBN: 0124115136
Category : Computers
Languages : en
Pages : 105

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Book Description
Using Information to Develop a Culture of Customer Centricity sets the stage for understanding the holistic marriage of information, socialization, and process change necessary for transitioning an organization to customer centricity. The book begins with an overview list of 8-10 precepts associated with a business-focused view of the knowledge necessary for developing customer-oriented business processes that lead to excellent customer experiences resulting in increased revenues. Each chapter delves into each precept in more detail.

Author: Jay R. Galbraith
Publisher: John Wiley & Sons
ISBN: 1118046862
Category : Business & Economics
Languages : en
Pages : 208

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Book Description
Designing the Customer-Centric Organization offers todayâ??s business leaders a comprehensive customer-centric organizational model that clearly shows how to put in place an infrastructure that is organized around the demands of the customer. Written by Jay Galbraith (the foremost expert in the field of organizational design), this important book includes a tool that will help determine how customer-centric an organization is- light-level, medium-level, complete-level, or high-level- and it shows how to ascertain the appropriate level for a particular institution. Once the groundwork has been established, the author offers guidance for the process of implementing a customer-centric system throughout an organization. Designing the Customer-Centric Organization includes vital information about structure, management processes, reward and management systems, and people practices.