LEADER 00740nam0-22002531i-450- 001 990001310570403321 035 $a000131057 035 $aFED01000131057 035 $a(Aleph)000131057FED01 035 $a000131057 100 $a20000920d--------km-y0itay50------ba 101 0 $aita 200 1 $aTheory of Functionals and of Integral and Integro-Differential Equations 610 0 $aEquazioni integrali 700 1$aVolterra,$bVito$f<1860-1940>$059328 801 0$aIT$bUNINA$gRICA$2UNIMARC 901 $aBK 912 $a990001310570403321 952 $a4-I-7$b01285$fMA1 959 $aMA1 962 $a45-02 996 $aTheory of Functionals and of Integral and Integro-Differential Equations$9336341 997 $aUNINA DB $aING01 LEADER 03183nam 2200517 450 001 9910554202303321 005 20230629232521.0 010 $a3-11-068392-X 024 7 $a10.1515/9783110683929 035 $a(CKB)5590000000444189 035 $a(DE-B1597)539535 035 $a(DE-B1597)9783110683929 035 $a(MiAaPQ)EBC6550913 035 $a(Au-PeEL)EBL6550913 035 $a(OCoLC)1246583287 035 $a(EXLCZ)995590000000444189 100 $a20211018d2021 uy 0 101 0 $aeng 135 $aur||||||||||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 10$aLean cx $ehow to differentiate at low cost and least risk /$fRobert Dew, 3 others 210 1$aBerlin, Germany :$cWalter de Gruyter GmbH,$d[2021] 210 4$dİ2021 215 $a1 online resource (XXX, 208 p.) $c60 short cases studies in boxed text 311 $a3-11-068368-7 320 $aIncludes bibliographical references and index. 327 $tFrontmatter -- $tAcknowledgements -- $tAbout the Authors -- $tForeword -- $tContents -- $tList of Cases -- $tList of Figures -- $tList of Tables -- $tIntroduction -- $tChapter 1 The Case for Change -- $tChapter 2 Defining Lean CX -- $tChapter 3 Creating Market Cut-Through -- $tChapter 4 Where to Start -- $tChapter 5 Managing the Cycle -- $tChapter 6 Business to Business -- $tChapter 7 Explore and Exploit -- $tConclusion: Our Future is Lean -- $tBibliography -- $tIndex 330 $aIn recent years, many companies have realised customer experience (CX) is the new marketing battle ground. Substantial investments have been made to map customer journeys, identify pain points and improve CX to try and create cut-through. Using real world applications to introduce next generation design tools based on proven concepts from strategy, marketing, psychology and creative problem solving, Lean CX: How to Differentiate at Low Cost and Least Risk discusses how to use Lean Management approaches to innovate your customer experience. This practical book describes how the tools from Lean Management can be applied to the CX innovation problem. The authors draw on hundreds of CX design and strategic innovation projects across a range of industries, both B2B and B2C, from primary research through client work and secondary case studies available in the public domain. The examples include many different vertical industry sectors, including those involving hybrid business models. The cases included share what worked really well and where CX failed. The content goes beyond what actually happened to present an idea of what might be possible with the right design approach and committed resources. 606 $aCustomer relations 610 $aAgile Marketing. 610 $aAmbidexterity. 610 $aCustomer Experience Management. 610 $aLean Management. 610 $aStrategic Innovation. 615 0$aCustomer relations. 676 $a658.812 700 $aDew$b Robert$01219588 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910554202303321 996 $aLean cx$92819959 997 $aUNINA