LEADER 04134nam 2200625 450 001 9910827990403321 005 20200520144314.0 010 $a1-118-93028-2 010 $a1-118-93029-0 035 $a(CKB)3710000000115285 035 $a(EBL)1693592 035 $a(SSID)ssj0001291201 035 $a(PQKBManifestationID)11708741 035 $a(PQKBTitleCode)TC0001291201 035 $a(PQKBWorkID)11248744 035 $a(PQKB)10701591 035 $a(Au-PeEL)EBL1693592 035 $a(CaPaEBR)ebr10874721 035 $a(CaONFJC)MIL613393 035 $a(OCoLC)880531464 035 $a(CaSebORM)9781118930281 035 $a(MiAaPQ)EBC1693592 035 $a(EXLCZ)993710000000115285 100 $a20140719h20142014 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aBuild for change $erevolutionizing customer engagement through continuous digital innovation /$fAlan Trefler 205 $a1st edition 210 1$aHoboken, New Jersey :$cWiley,$d2014. 210 4$dİ2014 215 $a1 online resource (192 p.) 300 $aIncludes index. 311 $a1-118-93026-6 320 $aIncludes bibliographical references and index. 327 $aBuild for Change: Revolutionizing Customer Engagement Through Continuous Digital Innovation; Copyright; Contents; Foreword; Acknowledgments; Chapter 1: Customerpocalypse; Great Expectations; It Is So Easy to Lose Customers; An Ominous Future; Are You Provoking Your Customers?; Welcome to the Nightmare; "Don't Sell to Me!"; Anthropomorphism; "I Want to Be the Discoverer!"; Chapter 2: Death by Data; Big Data, Bigger Problem; Autopsy of the "Customer Service Movement"; Data Is Only Memory; Data Suicide; Creepy Data Gathering; Getting beyond Data; Chapter 3: Adding Judgment and Desire 327 $aData in ContextFrom Black-and-White to Color; Adding Judgment to the Mix; Bringing Smart to Big; The Power of Hypothesis; Next-Best-Action; Adaptive Learning; Organizing Your Insights; Feedback Loops; Intent Goes Both Ways; Chapter 4: Getting It Done with Customer Processes; The Best Execution for Every Customer Interaction; First Impressions; Seamless Customer Processes; Getting beyond Business Process Modeling; Crossing Lines; Building for Change; A High-Definition Panorama; Chapter 5: Change How You Think about Technology; The Business-IT Collision; How Computer Programming Became a Mess 327 $aTraditional DevelopmentZombie Systems; Manual Systems; Rogue Systems; Shadow IT; Mind the Gap?; The Desperation Bandwagon; Agile Programming to the Rescue?; Ready to Change?; Chapter 6: Liberating Your Organization; Hybrid Vigor for Business and IT; Break the Grips of Channels and Silos; Realign Executive Leadership; Redesign the Role of Customer Service; Rewire the CFO Function; Chapter 7: You Are Your Software-The Digital Imperative; Core Principles for Survival; Democratize How You Do Technology; Think in Layers; Use Analytics to Optimize Continually; From Dream to Reality 327 $aGrowing PressureYour Next Steps; Beyond the Twilight of the Brands; Notes; Index 330 $a Many companies across the globe will suffer over the next few years as there is an emerging generation of customers who hate doing business with them. Trefler calls this real and imminent threat the Customer Apocalypse. He argues that the connected consumer is giving birth to a new generation of customer who are blowing up the very notion of customer relationship management. They're not interest in a relationship, and they won't be managed. This customer expects to be in control rather than to be controlled, and they want to discover your product or service on their own, and s 606 $aConsumer satisfaction 606 $aCustomer services 615 0$aConsumer satisfaction. 615 0$aCustomer services. 676 $a658.812 700 $aTrefler$b Alan$01605383 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910827990403321 996 $aBuild for change$93930587 997 $aUNINA