LEADER 02798nam 2200457 450 001 9910808055003321 005 20230814225030.0 010 $a1-5275-1913-9 035 $a(CKB)4100000007102367 035 $a(MiAaPQ)EBC5568594 035 $a(Au-PeEL)EBL5568594 035 $a(OCoLC)1059451140 035 $a(EXLCZ)994100000007102367 100 $a20220526d2018 uy 0 101 0 $aeng 135 $aurcnu|||||||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 10$aCustomer-centricity the new path to product innovation and profitability /$fJosep F. Valls Gime?nez 210 1$aNewcastle upon Tyne, England :$cCambridge Scholars Publishing,$d[2018] 210 4$dİ2018 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 $aNew products 606 $aTechnological innovations 606 $aCustomer relations 615 0$aNew products. 615 0$aTechnological innovations. 615 0$aCustomer relations. 676 $a658.575 700 $aGime?nez$b Josep F. Valls$01611231 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910808055003321 996 $aCustomer-centricity the new path to product innovation and profitability$93939377 997 $aUNINA