ISBN 9781259025792,The Customer Experience Edge

The Customer Experience Edge



Publication Year 2012

ISBN 9781259025792

ISBN-10 1259025799


Number of Pages 320 Pages
Language (English)

Budgeting & financial management

This excellent book makes it quite clear that your business has to focus on customer experience for 21st century business success. It's more than refreshing to read the multiple case studies, the well thought out approach and to hear the experienced voices of these authors. You've spent way too much time reading this endorsement. Read the book instead. It?s SO worth it. Paul Greenberg, author of CRM at the Speed of Light. About the Author Reza Soudagar is a Senior Director for global marketing at SAP, the leader in enterprise software. Vinay Iyer is currently Vice President of global marketing at SAP after having cut his teeth in CRM at Siebel Systems. He holds an MBA from Wharton. Dr. Volker G. Hildebrand, Vice President for CRM Solutions at SAP, is a pioneering researcher focusing on customer-centric business strategies and innovative CRM technologies. Table of Contents PART I: CUSTOMER EXPERIENCE: THE NEW COMPETITIVE BATTLEGROUND 1. Customer Experience in the ?New Normal? 2. The Four Essentials of a Profitable Customer Experience 3. B2B Customer Experience: Different Animal, Same Spots Part II: Making It Happen 4. Throwing Out the Old Playbook 5. The New Customer Experience Recipe 6. A Fresh Look at the Top and Bottom Lines Part III: Technology: The Core Ingredient 7. The Underlying Foundation for the Customer Experience Edge 8. Adding Disruptive Technologies to Advance the Game 9. IT as the Catalyst of CE Transformation Part IV: Sustaining the ?Wow ? 10. Ten On-Ramps to the Customer Experience Freeway 11. Measures of Success 12. Emerging Economies: Exporting a Profitable Customer Experience 13. The Future of Customer Experience 14. Action Items for Achieving the Customer Experience Edge