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"Customer service" has become one of the "buzz words" inside organisations of all shapes and sizes in recent times. Crowning the customer as "king" is not a new concept, but expecting every employee to serve the customer - or serve somebody internally who is serving the customer - is a significantly different twist. In practical terms, this means that every team in the organisation serves another team who is a customer for its services or outputs. This booklet puts the case that the whole organisation should be aligned to the needs of the customer and, if this can be brought about in a thoroug
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Service industries --- Customer services --- Marketing --- Management --- Applied marketing --- Service industries - Marketing --- Service industries - Management --- Customer services - Management
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Customer services --- Service industries --- Production planning --- Total quality management. --- Management. --- Quality control. --- Production planning. --- Customer services - Management. --- Service industries - Quality control.
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Carrying out a project as planned is not a guarantee for success. Projects may fail because project management does not take the requirements, wishes and concerns of stakeholders sufficiently into account. Projects can only be successful though contributions from stakeholders. And in the end, it is the stakeholders that evaluate whether they find that the project is a success. To manage stakeholders effectively, you need to know your stakeholders, their behaviours and attitudes towards the project. In Project Stakeholder Management, the authors give guidance on how to adopt an analytical and s
Customer services -- Management. --- Project management. --- Project management --- Customer services --- Management --- Business & Economics --- Management Styles & Communication --- Management. --- Industrial project management --- E-books --- Stakeholder management.
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Seule la création d'une véritable culture client contribuera à transformer votre entreprise et à acquérir un avantage concurrentiel durable - ou tout au moins de survivre ! Si, aujourd'hui, les problématiques de culture client préoccupent tant les directions générales mais aussi les managers, c'est qu'elles se rendent compte qu'on ne transforme pas une organisation uniquement à coups de normes, de process et de KPI : c'est bien la culture même de l'entreprise qui est en cause. Les seules entreprises ayant réussi un tel recentrage client l'ont fait en s'attaquant aux croyances et aux valeurs partagées au sein de leur organisation, mais aussi aux rites, aux mythes, aux habitudes, etc. Au vu des nombreuses incompréhensions sur ce qu'est en réalité une véritable culture client, les auteurs ont eu à coeur de fournir une feuille de route avec huit commandements de la culture client et d'en partager ses leviers en détail. Cela permet, entre autres, de pouvoir enfin la mesurer avec le COS® Company, outil scientifique de mesure du degré d'orientation client d'une entreprise. L'objectif est de pouvoir mieux manager la culture client, de détecter où et sur quoi agir en priorité avec des outils pour savoir comment s'y prendre. Mode d'emploi de l'orientation client, cet ouvrage apporte une vision clarifiée de ce qu'est l'orientation client, de la façon de l'évaluer en vue d'éviter les nombreux écueils à toute transformation culturelle et de modifier l'ADN de votre entreprise pour être durablement plus fort.
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Le marketing de l'expérience client est un concept au fond nouveau dans le corpus marketing traditionnel. Aujourd'hui, la définition d'une "Offre Relationnelle" est souvent tout aussi, sinon plus, déterminante que l'offre produit. Récemment plusieurs grands groupes ont annoncé la création d'une direction du multicanal, voire d'une direction de l'expérience client, signe d'une actualité forte du sujet dans la direction stratégique des entreprises. Ce manuel met en perspective le concept d'expérience client, le définit par rapport à ces concepts proches (offre relationnelle, relation client, parcours client, multicanal), propose des stratégies gagnantes d'expériences et identifie les leviers d'actions pour les entreprises. L'ambition du l'ouvrage est de comprendre comment la digitalisation de la société française modifie en profondeur les comportements de clients, fragilisent les marques face à la nouvelle puissance du client, et en même temps ouvre un eldorado d'opportunités d'expériences différenciantes pour le client. Ancré dans le réel, il apporte de nombreux témoignages de stratégies d'entreprise face à cette prise du pouvoir du client, sans oublier d'apporter et de définir les concepts et outils d'analyse essentiels pour aborder cette nouvelle spécialité du marketing.
Customer relations --- Relationship marketing --- Relations avec la clientèle --- Marketing relationnel --- Consumer behavior --- Electronic commerce --- Customer services --- Management --- Marketing comportemental --- Gestion --- Relations avec la clientèle --- Customer relations - Management --- Customer services - Management
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Investigation of the emotional aspects of customer satisfaction and on the Emotional Satisfaction of Customer Contacts (ESCC) in particular
Consumer satisfaction. --- Customer services -- Management. --- Service industries -- Customer services. --- Service industries -- Management. --- Call centers. --- Customer relations. --- Business --- Public relations --- Consumer affairs departments --- Customer advisory boards --- Relationship marketing --- Telephone stations
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Service chain management enables service organisations to improve customer satisfaction and reduce operational costs through intelligent and optimised forecasting, planning and scheduling of the service chain, and its associated resources such as people, networks and other assets. The area is quite broad, covering field force and workforce automation, network and asset planning and also aspects of customer relationship management, human resources systems and enterprise resource planning. Furthermore, it addresses the key challenge of how all these technologies and systems are integrated into a cohesive blueprint. In this book, Christos Voudouris and his group together with experts from industry and academia present the latest innovations and technologies used to manage the operations of a service company. The viewpoints presented are, based on the BT experience and on associated research and development in collaborating universities and partner companies. The focus is on real-world challenges and how technologies can be used to overcome practical problems in a "don't just survive, thrive!" approach. The unique combination of technologies, experiences and systems, looked at from the different perspectives of service providers and users and combined with advice on successful benefit realisation and agile delivery of solutions, makes this an indispensable read for managers and system architects in the service industry.
Production management --- bedrijfsplanning --- Computer. Automation --- Office management --- informatica --- Information systems --- bedrijfsadministratie --- Business management --- management --- informatiesystemen --- bedrijfsorganisatie --- informatica management --- ICT (informatie- en communicatietechnieken) --- bedrijfseconomie --- Customer services --- Management --- Customer services - Management
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Marketing channels --- Delivery of goods --- Physical distribution of goods --- Customer services --- Industrial procurement --- Materials management --- Management --- 658.7 --- Buying. Purchasing. Procurement. Management of stock --- 658.7 Buying. Purchasing. Procurement. Management of stock --- Inventory control. Purchasing management --- Physical distribution --- Marketing channels - Management --- Delivery of goods - Management --- Physical distribution of goods - Management --- Customer services - Management
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Produits nouveaux --- Relations avec la clientèle --- Comportement du consommateur --- Commercialisation --- Gestion --- Customer services --- Quality Control --- Production management --- Business planning --- Strategic planning --- Customer relations --- Management --- Quality control --- Commercialisation. --- Gestion. --- Service à la clientèle --- Qualité --- Production --- Projet d'entreprise. --- Planification stratégique. --- Relations avec la clientèle. --- Quality control. --- Business planning. --- Strategic planning. --- Customer relations. --- Contrôle. --- Management. --- Customer services - Management --- Production management - Quality control
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