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|a B2B customer experience :
|b a practical guide to delivering exceptional CX /
|c Nick Hague and Paul Hague
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| 250 |
|
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|a 1 Edition
|
| 264 |
|
1 |
|a London ;
|a New York ;
|a New Delhi :
|b Kogan Page Ltd,
|c [2018]
|
| 264 |
|
4 |
|c ©2018
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| 300 |
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|a xviii, 226 stran :
|b ilustrace ;
|c 23 cm
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|b txt
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|a Obsahuje bibliografie a rejstřík
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|a Why bother? -- Customer experience in business to business markets -- Exploring customer experience, loyalty and inertia -- Understanding customer experience and profitability -- Mapping the customer experience position today -- The six pillars of customer experience -- Essential metrics for measuring customer experience -- How to benchmark customer experience -- What are the key drivers of customer experience? -- Customer journey mapping and how to apply it -- Strategies for achieving excellent customer experience -- Developing a customer experience strategy -- Securing buy-in at all levels of customer experience -- Working with the sales and marketing teams to streamline customer experience -- How to create an internal service culture -- Using segmentation to deliver better customer experience -- Implementation of a customer experience programme -- The role of brands in creating better customer experience -- The role of products in creating better customer experience -- Price and its role in creating better customer experience -- Place and its role in creating better customer experience -- Promotion and its role in creating better customer experience -- The role of people in creating better customer experience -- Controls that ensure the customer experience programme stays on track -- Measuring performance of customer experience initiatives -- The challenge of continuous improvement in customer experience -- Index.
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|a průmyslový marketing
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|a řízení vztahů se zákazníky
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|a industrial marketing
|2 eczenas
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| 650 |
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|a customer relationship management
|2 eczenas
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| 655 |
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7 |
|a příručky
|7 fd133209
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| 655 |
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9 |
|a handbooks and manuals
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| 700 |
1 |
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|a Hague, Paul N.
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