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100   $a20181123d2018      uy             0
101 0 $aeng
135   $aurcnu||||||||
181   $ctxt$2rdacontent
182   $cc$2rdamedia
183   $acr$2rdacarrier
200 10$aCustomer-centricity $ethe new path to product innovation and profitability /$fby Josep F. Valls Gimenez
210  1$aNewcastle upon Tyne, England :$cCambridge Scholars Publishing,$d2018.
215   $a1 online resource (vi, 150 pages)
311   $a1-5275-1587-7 
327   $aIntro -- Table of Contents -- Acknowledgements -- Introduction -- Part I -- Chapter One -- Chapter Two -- Chapter Three -- Chapter Four -- Part II -- Chapter Five -- Part III -- Chapter Six -- Chapter Seven -- Part IV -- Chapter Eight -- Part V -- Chapter Nine -- Bibliography.
330   $aThe empowered customer is here to stay. With a low tolerance for subpar experiences, they have no qualms in switching brands if disappointed, and expect companies to provide offers that are personally relevant to them. This realisation has led enterprises to revamp their business strategies to meet the high expectations of these savvy and hyper-connected consumers. This requires a 360 degree customer-centric approach--fuelled by big data--that attempts to understand customer problems and deliver timely solutions. The ability to use customer journey mapping and real-time analytics to unlock actionable insights can provide a competitive edge. Knowledge about shifts in customer behaviour, preferred channels or social media sentiment helps companies to respond proactively and with the right message.The digital transformation snake framework presented in this book examines the socio-economic changes and digital trends that are reshaping consumption, and what they portend for the future. It is complemented by an analysis of the new skills and workforce models, as well as the business models needed to succeed in the age of digital disruption.
606   $aMarketing$xData processing
606   $aCustomer services
608   $aElectronic books.
615  0$aMarketing$xData processing.
615  0$aCustomer services.
676   $a658.800285425
700   $aGimenez$b Josep F. Valls$01034746
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910466521603321
996   $aCustomer-centricity$92454070
997   $aUNINA