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Biblioteca

MARC Lista (tabellare)
Practical Guide to Salesforce Communities [[electronic resource] ] : Building, Enhancing, and Managing an Online Community with Salesforce Community Cloud / / by Philip Weinmeister
Practical Guide to Salesforce Communities [[electronic resource] ] : Building, Enhancing, and Managing an Online Community with Salesforce Community Cloud / / by Philip Weinmeister
Autore Weinmeister Philip
Edizione [1st ed. 2018.]
Pubbl/distr/stampa Berkeley, CA : , : Apress : , : Imprint : Apress, , 2018
Descrizione fisica 1 online resource (357 pages)
Disciplina 658.812
Soggetto topico Application software
Computer communication systems
Computer Applications
Computer Communication Networks
ISBN 1-4842-3609-2
Formato Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione eng
Nota di contenuto Chapter 1: Why Salesforce Communities? -- Chapter 2: Planning for and Designing Your Community -- Chapter 3: Licenses and Member Groups: Employees, Partners, and Customers -- Chapter 4: Community Template Types: Tabs, Visualforce, and Lightning -- Chapter 5: Community Builder for Lightning Communities -- Chapter 6: Pages and Components in Lightning Communities -- Chapter 7: Setup and Administration -- Chapter 8: Access, Sharing, and Visibility -- Chapter 9: Topics in Communities -- Chapter 10: Community Knowledge (Articles) -- Chapter 11: Process Automation in Communities -- Chapter 12: Audience Targeting and Personalization -- Chapter 13: Lightning Bolt for Communities -- Chapter 14: The Best of the Rest: Additional Communities Topics -- Chapter 15: Next Steps: Keep Learning -- .
Record Nr. UNINA-9910300746603321
Weinmeister Philip  
Berkeley, CA : , : Apress : , : Imprint : Apress, , 2018
Materiale a stampa
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui
Practical Salesforce Development Without Code [[electronic resource] ] : Building Declarative Solutions on the Salesforce Platform / / by Philip Weinmeister
Practical Salesforce Development Without Code [[electronic resource] ] : Building Declarative Solutions on the Salesforce Platform / / by Philip Weinmeister
Autore Weinmeister Philip
Edizione [2nd ed. 2019.]
Pubbl/distr/stampa Berkeley, CA : , : Apress : , : Imprint : Apress, , 2019
Descrizione fisica 1 online resource (532 pages)
Disciplina 658.812
Soggetto topico Application software
Software engineering
Computers
Computer Applications
Software Engineering/Programming and Operating Systems
Information Systems and Communication Service
ISBN 1-4842-4871-6
Formato Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione eng
Nota di contenuto Chapter 1: The Salesforce Data Model: Objects, Fields, and Relationships -- Chapter 2: Formula Functions: Your Building Block in Salesforce Formulas -- Chapter 3: All About Formula Fields -- Chapter 4: Automating Your Business with Workflow -- Chapter 5: Supporting Your Business with Validation Rules -- Chapter 6: Building Effective Approval Processes -- Chapter 7: Building Powerful Declarative Solutions with Process Builder -- Chapter 8: Producing Advanced Automation with Visual Workflow -- Chapter 9: Create Flexible Solutions with Custom Settings and Metadata Types -- Chapter 10: Create Efficient User Experiences with Publisher Actions -- Chapter 11: Using Web-to-Lead Effectively and Creatively -- Chapter 12: Optimizing Your UI in Classic and LEX -- Chapter 13: Using Lightning App Builder to Build Declarative Apps -- Chapter 14: Faceted solutions across Entire Platform with Lightning Bolt Solutions -- Chapter 15: Solutioning with Security: Permissions and Sharing Considerations -- Chapter 16: Managing Your Salesforce Data with Data Loader -- Chapter 17: Managing Your Environments and Deploying Your Solutions -- Chapter 18: Next Steps in Your Path to Development Excellence.
Record Nr. UNINA-9910338007803321
Weinmeister Philip  
Berkeley, CA : , : Apress : , : Imprint : Apress, , 2019
Materiale a stampa
Lo trovi qui: Univ. Federico II
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Praxishandbuch Prozessmanagement : Kundenorientierung, Modellierung, Optimierung [[electronic resource]] / Peter Posluschny
Praxishandbuch Prozessmanagement : Kundenorientierung, Modellierung, Optimierung [[electronic resource]] / Peter Posluschny
Autore Posluschny Peter
Edizione [2nd ed.]
Pubbl/distr/stampa Tübingen, : UVK Verlag, 2016
Descrizione fisica 1 online resource (223 pages) : illustrations
Disciplina 658.812
Soggetto topico Geschäftsprozesse
KANBAN
Management
Modellierung
Prozessanalyse
Prozesscontrolling
Prozessmängel
Prozessorientierung
Six Sigma
Wertschöpfung
Wertschöpfungsdiagramm
ISBN 3-7398-0055-0
3-7398-0056-9
3-7398-0054-2
Formato Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione ger
Nota di contenuto Cover -- Peter Posluschny: Praxishandbuch Prozessmanagement. Kundenorientierung Modellierung Optimierung -- Impressum -- Vorwort -- Inhaltsverzeichnis -- Inhalt -- Kapitel 1: Einführung -- 1.1 Aktualität des Prozessmanagements -- 1.2 Welche Ziele werden mit dem Prozessmanagement verfolgt? -- 1.3 Wie kann die Einführung eines Prozessmanagements vorbereitet werden? -- 1.4 In welchen Bereichen können Sie ein Prozessmanagement einsetzen? -- Kapitel 2: Prozessorientierung als Instrument der Effizienzsteigerung -- 2.1 Effizienzsteigerung durch Prozessabbau -- 2.2 Effizienzbeeinflussung durch Prozessaus-/Prozesseingliederung -- 2.2.1 Allgemeine Voraussetzungen -- 2.2.2 Prozessausgliederung an Kunden / Prozesseingliederung von Kunden -- 2.2.3 Prozessaus- und -eingliederung an und von Dienstleistungsunternehmen -- 2.3 Prozessbeeinflussung durch Prozessverbesserungen -- 2.3.1 Grundsätze zur Prozessverbesserung -- 2.3.2 Interne Prozessverbesserungen -- 2.3.3 Prozessverbesserungen durch externe Integration -- 2.3.4 Effizienzbeeinflussung durch Prozessinnovationen -- 2.4 Wie könnte ein Prozessmanagementprojekt ablaufen? -- Kapitel 3: Wertschöpfungsdiagramme -- 3.1 Wie grenzen Sie geeignete Prozesse ab? -- 3.2 Möglichkeiten der horizontalen Prozessabgrenzung -- 3.3 Gewichtung von Prozessen -- 3.4 Prozessorientierte Unternehmensgestaltung -- 3.4.1 Aufteilung der Aufgabenträger in Geschäftsprozessen -- Kapitel 4: Möglichkeiten der vertikalen Prozessanalyse -- 4.1 Wie grenzen Sie Prozesse ab? -- 4.1.1 Was ist ein Prozess? -- 4.2 Wie identifizieren Sie geeignete Prozesse? -- 4.2.1 Top-down- oder Bottom-up-Ansatz? -- 4.2.2 Möglichkeiten der Dokumentation der Analyseergebnisse -- Kapitel 5: Prozesscontrolling -- 5.1 Wie werden Prozesse bewertet? -- 5.2 Anforderungen an Instrumente zur Prozessbewertung -- 5.3 Strategische Kostenanalyse nach Porter.
5.4 Kostenrechnerische Instrumente zur Prozessbewertung -- 5.4.1 Die Prozesskostenrechnung -- 5.4.2 Die Grenzplankosten- und Deckungsbeitragsrechnung auf Teilkostenbasis -- 5.4.3 Die Relative Einzelkosten- und Deckungsbeitragsrechnung -- 5.5 Controlling orientierte Instrumente zur Prozessbewertung -- 5.5.1 Die Gemeinkosten-Wertanalyse (GWA) -- 5.5.2 Das Zero-Base-Budgeting (ZBB) -- 5.5.3 Prozesskennzahlen -- 5.5.4 Das Benchmarking -- 5.5.5 Ergebnis -- Kapitel 6: Wie werden Prozesse abgebildet? -- 6.1 Welche Fragen stellen Sie bei der Analyse eines Prozesses? -- 6.2 Wie sollten Prozessziele abgeleitet werden? -- 6.2.1 Die Finanzperspektive -- 6.2.2 Die Kundenperspektive -- 6.2.3 Die Prozessperspektive (interne Perspektive) -- 6.2.4 Die Lern- und Entwicklungsperspektive (Mitarbeiter- Perspektive) -- 6.2.5 Weiterentwicklung der Balanced Scorecard -- 6.2.6 Anwendung -- 6.2.7 Bewertung Balanced Scorecard -- 6.3 Wie werden Prozesse dargestellt? -- 6.3.1 Petrinetze -- 6.3.2 Ereignisgesteuerte Prozessketten (EPK) -- 6.3.3 Vorgangskettendiagramm -- 6.3.4 Arbeitsablaufdiagramm -- Kapitel 7: Methoden zur Diagnose von Geschäftsprozessen -- 7.1 Kategorien zur Prozessdiagnose -- 7.2 Leitfaden für die Prozessdiagnose -- 7.3 Prozess-Checks -- 7.3.1 Goal-Fitting-Check -- 7.3.2 Top-down-Check -- 7.3.3 Bottom-up-Check -- 7.3.4 Regel-Check -- 7.4 Recherchemethoden -- 7.4.1 Teilnehmende Beobachtung -- 7.4.2 Daten- und Aktenrecherche -- 7.4.3 Prozessworkshops -- 7.4.4 Interview -- 7.5 Moderationstechniken -- 7.5.1 Kartenabfragen -- 7.5.2 Mindmapping -- 7.6 Wie können Prozessmängel identifiziert und eliminiert werden? -- 7.6.1 Was könnten Indizien für Prozessmängel sein? -- Kapitel 8: Wie können Prozesse verbessert werden? -- 8.1 Konzentration auf die Wertschöpfung -- 8.2 Ablaufgestaltung -- 8.3 Optimierung der Geschäftsprozesse.
8.4 Welche Hilfen gibt es beim Prozessdesign? -- 8.4.1 Rückwärtsdesign -- 8.4.2 Idealer Ablauf: Wertschöpfung -- 8.4.3 Idealer Ablauf: Übergaben -- 8.4.4 Idealer Ablauf: Informationen -- 8.5 Dokumentation: Papier oder elektronische Daten? -- 8.6 Weitere Methoden der Prozessverbesserung -- 8.6.1 Kanban -- 8.6.2 Six Sigma -- 8.6.3 Auditierung von Geschäftsprozessen -- 8.7 Wie können Verbesserungsmöglichkeiten umgesetzt werden? -- 8.7.1 In welchen Schritten könnten Prozessänderungen erfolgreich umgesetzt werden? -- 8.7.2 Kritische Erfolgsfaktoren zur Veränderung von Prozessen -- Kapitel 9: Herausforderungen bei der Modellierung von Prozessen -- Anhang -- Glossar -- Literaturverzeichnis -- Abbildungsverzeichnis -- Tabellenverzeichnis -- Index -- Weitere Informationen.
Record Nr. UNINA-9910163156903321
Posluschny Peter  
Tübingen, : UVK Verlag, 2016
Materiale a stampa
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui
Praxiswissen Kundenbindungsprogramme [[electronic resource] ] : Konzeption und operative Umsetzung / / von Alexandra Ranzinger
Praxiswissen Kundenbindungsprogramme [[electronic resource] ] : Konzeption und operative Umsetzung / / von Alexandra Ranzinger
Autore Ranzinger Alexandra
Edizione [2nd ed. 2017.]
Pubbl/distr/stampa Wiesbaden : , : Springer Fachmedien Wiesbaden : , : Imprint : Springer Gabler, , 2017
Descrizione fisica 1 online resource (166 pages) : illustrations, tables
Disciplina 658.812
Soggetto topico Marketing
Sales management
Sales/Distribution
ISBN 3-658-17660-1
Formato Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione ger
Nota di contenuto Kundenbindungsprogramme kennen und auswählen -- Single-Bonusprogramme -- Multipartner-Bonusprogramme -- Rabattkarten -- Kundenkarten ohne regelmäßige Incentivierung -- Punkteklebe-Aktionen -- Couponing -- Die wichtigsten Schritte zu Ihrem Kundenbindungsprogramm im Überblick.
Record Nr. UNINA-9910484475003321
Ranzinger Alexandra  
Wiesbaden : , : Springer Fachmedien Wiesbaden : , : Imprint : Springer Gabler, , 2017
Materiale a stampa
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui
Product plus / Christopher Lovelock ; presentazione di Walter Giorgio Scott
Product plus / Christopher Lovelock ; presentazione di Walter Giorgio Scott
Autore LOVELOCK, Christopher
Pubbl/distr/stampa Milano : McGraw-Hill, 1994
Descrizione fisica XXI, 383 p. ; 21 cm
Disciplina 658.812
Soggetto topico Vendite - Organizzazione
Clientela
ISBN 88-386-3511-0
Formato Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione ita
Record Nr. UNISA-990000795280203316
LOVELOCK, Christopher  
Milano : McGraw-Hill, 1994
Materiale a stampa
Lo trovi qui: Univ. di Salerno
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Professionelles Lead Management [[electronic resource] ] : Schritt für Schritt zu neuen Kunden: Eine agile Reise durch Marketing, Vertrieb und IT / / von Jens Fuderholz
Professionelles Lead Management [[electronic resource] ] : Schritt für Schritt zu neuen Kunden: Eine agile Reise durch Marketing, Vertrieb und IT / / von Jens Fuderholz
Autore Fuderholz Jens
Edizione [1st ed. 2017.]
Pubbl/distr/stampa Wiesbaden : , : Springer Fachmedien Wiesbaden : , : Imprint : Springer Gabler, , 2017
Descrizione fisica 1 online resource (VII, 141 S. 9 Abb.)
Disciplina 658.812
Soggetto topico Customer relations—Management
Public relations
Sales management
Customer Relationship Management
Corporate Communication/Public Relations
Sales/Distribution
ISBN 3-658-15214-1
Formato Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione ger
Nota di contenuto Grundlagen des Lead Managements -- Buyer Personas identifizieren -- Content generieren.- Reichweite erzeugen.- Lead Nurturing sicherstellen.- Marketing Automation vorantreiben.- Evaluation.
Record Nr. UNINA-9910159386203321
Fuderholz Jens  
Wiesbaden : , : Springer Fachmedien Wiesbaden : , : Imprint : Springer Gabler, , 2017
Materiale a stampa
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui
Public affairs
Public affairs
Pubbl/distr/stampa London, United Kingdom : , : SAGE Publications Ltd, , 2016
Descrizione fisica 1 online resource (1 video file (15 min., 1 sec.)) : sound, colour
Disciplina 658.812
Collana SAGE video tutorials
Soggetto topico Customer relations
Soggetto genere / forma Nonfiction television programs.
Internet videos.
ISBN 1-4739-6356-7
Formato Videoregistrazioni
Livello bibliografico Monografia
Lingua di pubblicazione eng
Record Nr. UNINA-9910703332903321
London, United Kingdom : , : SAGE Publications Ltd, , 2016
Videoregistrazioni
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui
Quality of experience engineering for customer added value services : from evaluation to monitoring / / edited by Abdelhamid Mellouk, Antonio Cuadra-Sanchez
Quality of experience engineering for customer added value services : from evaluation to monitoring / / edited by Abdelhamid Mellouk, Antonio Cuadra-Sanchez
Pubbl/distr/stampa London, England ; ; Hoboken, New Jersey : , : ISTE : , : Wiley, , 2014
Descrizione fisica 1 online resource (288 p.)
Disciplina 658.812
Collana Networks and Telecommunications Series
Soggetto topico Customer services - Management
Customer services - Quality control
Quality control - Management
Total quality management - Data processing
ISBN 1-118-98435-8
1-118-98434-X
Formato Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione eng
Nota di contenuto Cover; Title Page ; Copyright; Contents; Preface; Chapter 1. Challenges for Quality of Experience Engineering for Added Value Services; 1.1. Introduction and challenges; 1.2. Contents; 1.2.1. Chapter 2: An Ecosystem for customer experience management; 1.2.2. Chapter 3: Measuring MPEG frame loss rate to evaluate the QoE in IPTV services; 1.2.3. Chapter 4: Estimating the effect of context on the QoE of audiovisual services; 1.2.4. Chapter 5: IPTV multiservice QOE management system; 1.2.5. Chapter 6: High speed multimedia flow classification
1.2.6. Chapter 7: User driven server Selection algorithm for CDN architecture1.2.7. Chapter 8: QoE approaches for adaptive transport of video streaming media; 1.2.8. Chapter 9: QoS and QoE effects of packet losses in multimedia video streaming; 1.2.9. Chapter 10: A model for QoE estimation based on QoS parameters monitoring for multimedia convergent services (triple play); 1.2.10. Chapter 11: Quality of experience estimators in networks; 1.2.11. Chatper 12: QoE-based network selection is heterogeneous environments; 1.3. Conclusion; Chapter 2. An Ecosystem For Customer Experience Management
2.1. Introduction2.2. Managing customer experience; 2.2.1. Customer experience management; 2.2.2. Service quality management; 2.3. Quality of experience ecosystem; 2.3.1. QoE Data sources; 2.3.2. QoE monitoring system; 2.3.3. QoE management system; 2.4. IPNQSIS; 2.5. NOTTS; 2.6. Conclusions; 2.7. Acknowledgments; 2.8. Bibliography; Chapter 3. Measuring Mpeg Frame Loss Rate to Evaluate the Quality of Experience in Iptv Services; 3.1. Introduction; 3.2. Related work; 3.3. Method description; 3.3.1. Video setup; 3.3.2. Experiment data; 3.3.3. VQM general model; 3.4. QoE prediction models
3.4.1. Packet loss rate based model3.4.2. MPEG frame types; 3.4.3. MPEG frame loss model; 3.5. Network monitoring tool; 3.5.1. Flow Monitor; 3.5.2. Capture Analyzer; 3.5.3. QoE Estimator; 3.6. Performance assessment; 3.6.1. Assessment on Intel-based PC; 3.6.2. Assessment on an ARM-based device; 3.7. Conclusions and future work; 3.8. Acknowledgments; 3.9. Bibliography; Chapter 4. Estimating The Effect of Context on the Qoe of Audiovisual Services; 4.1. Introduction; 4.2. Test content; 4.3. Subjective tests in laboratory; 4.4. Subjective tests at exhibition; 4.5. Results
4.6. Conclusions and further work4.7. Bibliography; Chapter 5. Iptv Multiservice Qoe Management System; 5.1. Introduction; 5.2. State of the art; 5.2.1. Video quality metrics; 5.2.2. Multimedia quality metrics; 5.2.3. Metrics for QoE monitoring of video services; 5.3. Multiservice IPTV probe; 5.3.1. Architecture of the IPTV probe; 5.3.2. Video quality metrics applied in the IPTV probe; 5.4. QoE management system; 5.4.1. Requirements for monitoring and management of QoE; 5.4.2. Configuration management; 5.4.3. Result management; 5.5. Conclusions; 5.6. Acknowledgments; 5.7. Bibliography
Chapter 6. High Speed Multimedia Flow Classification
Record Nr. UNINA-9910132333603321
London, England ; ; Hoboken, New Jersey : , : ISTE : , : Wiley, , 2014
Materiale a stampa
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui
Quality of experience engineering for customer added value services : from evaluation to monitoring / / edited by Abdelhamid Mellouk, Antonio Cuadra-Sanchez
Quality of experience engineering for customer added value services : from evaluation to monitoring / / edited by Abdelhamid Mellouk, Antonio Cuadra-Sanchez
Pubbl/distr/stampa London, England ; ; Hoboken, New Jersey : , : ISTE : , : Wiley, , 2014
Descrizione fisica 1 online resource (288 p.)
Disciplina 658.812
Collana Networks and Telecommunications Series
Soggetto topico Customer services - Management
Customer services - Quality control
Quality control - Management
Total quality management - Data processing
ISBN 1-118-98435-8
1-118-98434-X
Formato Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione eng
Nota di contenuto Cover; Title Page ; Copyright; Contents; Preface; Chapter 1. Challenges for Quality of Experience Engineering for Added Value Services; 1.1. Introduction and challenges; 1.2. Contents; 1.2.1. Chapter 2: An Ecosystem for customer experience management; 1.2.2. Chapter 3: Measuring MPEG frame loss rate to evaluate the QoE in IPTV services; 1.2.3. Chapter 4: Estimating the effect of context on the QoE of audiovisual services; 1.2.4. Chapter 5: IPTV multiservice QOE management system; 1.2.5. Chapter 6: High speed multimedia flow classification
1.2.6. Chapter 7: User driven server Selection algorithm for CDN architecture1.2.7. Chapter 8: QoE approaches for adaptive transport of video streaming media; 1.2.8. Chapter 9: QoS and QoE effects of packet losses in multimedia video streaming; 1.2.9. Chapter 10: A model for QoE estimation based on QoS parameters monitoring for multimedia convergent services (triple play); 1.2.10. Chapter 11: Quality of experience estimators in networks; 1.2.11. Chatper 12: QoE-based network selection is heterogeneous environments; 1.3. Conclusion; Chapter 2. An Ecosystem For Customer Experience Management
2.1. Introduction2.2. Managing customer experience; 2.2.1. Customer experience management; 2.2.2. Service quality management; 2.3. Quality of experience ecosystem; 2.3.1. QoE Data sources; 2.3.2. QoE monitoring system; 2.3.3. QoE management system; 2.4. IPNQSIS; 2.5. NOTTS; 2.6. Conclusions; 2.7. Acknowledgments; 2.8. Bibliography; Chapter 3. Measuring Mpeg Frame Loss Rate to Evaluate the Quality of Experience in Iptv Services; 3.1. Introduction; 3.2. Related work; 3.3. Method description; 3.3.1. Video setup; 3.3.2. Experiment data; 3.3.3. VQM general model; 3.4. QoE prediction models
3.4.1. Packet loss rate based model3.4.2. MPEG frame types; 3.4.3. MPEG frame loss model; 3.5. Network monitoring tool; 3.5.1. Flow Monitor; 3.5.2. Capture Analyzer; 3.5.3. QoE Estimator; 3.6. Performance assessment; 3.6.1. Assessment on Intel-based PC; 3.6.2. Assessment on an ARM-based device; 3.7. Conclusions and future work; 3.8. Acknowledgments; 3.9. Bibliography; Chapter 4. Estimating The Effect of Context on the Qoe of Audiovisual Services; 4.1. Introduction; 4.2. Test content; 4.3. Subjective tests in laboratory; 4.4. Subjective tests at exhibition; 4.5. Results
4.6. Conclusions and further work4.7. Bibliography; Chapter 5. Iptv Multiservice Qoe Management System; 5.1. Introduction; 5.2. State of the art; 5.2.1. Video quality metrics; 5.2.2. Multimedia quality metrics; 5.2.3. Metrics for QoE monitoring of video services; 5.3. Multiservice IPTV probe; 5.3.1. Architecture of the IPTV probe; 5.3.2. Video quality metrics applied in the IPTV probe; 5.4. QoE management system; 5.4.1. Requirements for monitoring and management of QoE; 5.4.2. Configuration management; 5.4.3. Result management; 5.5. Conclusions; 5.6. Acknowledgments; 5.7. Bibliography
Chapter 6. High Speed Multimedia Flow Classification
Record Nr. UNINA-9910824452203321
London, England ; ; Hoboken, New Jersey : , : ISTE : , : Wiley, , 2014
Materiale a stampa
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui
Qualità e soddisfazione del cliente : come misurare e accrescere la customer satisfaction / Maria Gisella Conca, Antonella Pamploni Scarpa ; prefazione di Giovanni Mattana
Qualità e soddisfazione del cliente : come misurare e accrescere la customer satisfaction / Maria Gisella Conca, Antonella Pamploni Scarpa ; prefazione di Giovanni Mattana
Autore Conca, Maria Gisella
Pubbl/distr/stampa Milano : Il sole 24 ore, 2003
Descrizione fisica x, 154 p. ; 21 cm + 1 CD-ROM
Disciplina 658.812
Altri autori (Persone) Pamploni Scarpa, Antonellaauthor
Mattana, Giovanni
Collana Vision 2000 per la piccola e media impresa
Soggetto topico Aziende - Servizio clienti - Qualità
Customer relations - Management
ISBN 8883634330
Formato Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione ita
Record Nr. UNISALENTO-991001653629707536
Conca, Maria Gisella  
Milano : Il sole 24 ore, 2003
Materiale a stampa
Lo trovi qui: Univ. del Salento
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