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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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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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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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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