The new customer experience management : (Record no. 23874)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02960cam a22002178i 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 9781032313412 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | English |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.812 |
| Item number | YOR |
| 100 1# - MAIN ENTRY--AUTHOR NAME | |
| Author name | Yorgov, Ivaylo, |
| 245 14 - TITLE STATEMENT | |
| Title | The new customer experience management : |
| Sub Title | why and how the companies of the future address their customers' needs proactively / |
| Statement of responsibility, etc | Ivaylo Yorgov. |
| 250 ## - EDITION STATEMENT | |
| Edition statement | 1st Edition. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication | New York, |
| Name of publisher | Routledge, Taylor & Francis Group, |
| Year of publication | 2023. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Number of Pages | xi, 135 pages : |
| Other physical details | illustrations ; |
| Dimensions | 23 cm. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc | Includes bibliographical references and index. |
| 505 ## - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Introduction<br/>Section 1: The Foundations of Proactive Personalized Post-Sales Service (PPPS)<br/>1. Value-Creation: A Framework for Marketing<br/>2. The Power of Proactive Personalized Post-Sales Service<br/>3. The Limitations of the Existing Post-Sales Service Initiatives<br/>Section 2: A Roadmap for Proactive Personalized Post-Sales Service<br/>4. Is Human Behavior Predictable?<br/>5. Roadmap Step 1<br/>Kick-Off : Set Goals, Plan, and Get Buy-In<br/>6. Roadmap Step 2<br/>Input: Collect Customer Feedback<br/>7. Roadmap Step 3<br/>Input: Collect Customer Data<br/>8. Roadmap Step 4<br/>Understanding: Analyze the Data<br/>9. Roadmap Step 5<br/>Action: Initiatives for Customer Inspiration, Motivation, Education, and Adjustments on the Fly<br/>10. Roadmap Step 6<br/>Scale-Up: Expand Your Initiatives to Your Full Customer Base<br/>11. Challenges in Designing and Running Proactive Personalized Post-Sales Service Programs<br/>Recap<br/>Supplemental Material<br/>Index |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | "A comprehensive guide to a burgeoning field, this book shows how to design and implement a future-proof post-sales service program focused on proactively addressing customers' needs in a personalized way. For too long, companies have detached from customers after the moment of purchase and done post-sales service in a way that is reactive, generic, and not scalable. Empowered by the boom in data availability and analytics, future-ready companies will offer their customers proactive personalized post-sales service, and reap tangible benefits including higher customer satisfaction and retention, and less negative word of mouth - leading to increased sales and customer lifetime value. As the stories in this book demonstrate, companies like Amazon, Adobe, Garmin, and Liberty Global are leading the way, but companies do not have to be global giants to capitalize on the techniques presented in this guide. To excel at customer experience (CX) management, companies need to implement the best customer feedback and data collection and management practices, develop state-of-the-art analytical models, and have the willingness to act. This book's strong vision and actionable roadmap, illustrated with real-life success stories, make this a compelling read for CX and customer analytics leaders, practitioners, and students alike"-- |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Subject | Customer services. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Subject | Customer relations |
| General subdivision | Management. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Subject | Selling. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Koha item type | Books |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Home library | Current library | Shelving location | Date acquired | Source of acquisition | Cost, normal purchase price | Bill Date | Full call number | Accession Number | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Institute of Public Enterprise, Library | Institute of Public Enterprise, Library | S Campus | 06/27/2025 | Atlantic Publisher & Distributions Pvt.Ltd.. | 3682.01 | 12-06-2025 | 658.812 YOR | 50369 | 06/27/2025 | Books | ||||
| Dewey Decimal Classification | Institute of Public Enterprise, Library | Institute of Public Enterprise, Library | S Campus | 06/27/2025 | Atlantic Publisher & Distributions Pvt.Ltd.. | 3682.01 | 12-06-2025 | 658.812 YOR | 50370 | 06/27/2025 | Books | ||||
| Dewey Decimal Classification | Institute of Public Enterprise, Library | Institute of Public Enterprise, Library | S Campus | 06/27/2025 | Atlantic Publisher & Distributions Pvt.Ltd.. | 3682.01 | 12-06-2025 | 658.812 YOR | 50371 | 06/27/2025 | Books | ||||
| Dewey Decimal Classification | Institute of Public Enterprise, Library | Institute of Public Enterprise, Library | S Campus | 06/27/2025 | Atlantic Publisher & Distributions Pvt.Ltd.. | 3682.01 | 12-06-2025 | 658.812 YOR | 50372 | 06/27/2025 | Books | ||||
| Dewey Decimal Classification | Institute of Public Enterprise, Library | Institute of Public Enterprise, Library | S Campus | 06/27/2025 | Atlantic Publisher & Distributions Pvt.Ltd.. | 3682.01 | 12-06-2025 | 658.812 YOR | 50373 | 06/27/2025 | Books |
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