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Build for change : revolutionizing customer engagement through continuous digital innovation / / Alan Trefler
| Build for change : revolutionizing customer engagement through continuous digital innovation / / Alan Trefler |
| Autore | Trefler Alan |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Hoboken, New Jersey : , : Wiley, , 2014 |
| Descrizione fisica | 1 online resource (192 p.) |
| Disciplina | 658.812 |
| Soggetto topico |
Consumer satisfaction
Customer services |
| ISBN |
1-118-93028-2
1-118-93029-0 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Build 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
Data 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 Traditional 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 Growing PressureYour Next Steps; Beyond the Twilight of the Brands; Notes; Index |
| Record Nr. | UNINA-9910786416503321 |
Trefler Alan
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| Hoboken, New Jersey : , : Wiley, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Build for change : revolutionizing customer engagement through continuous digital innovation / / Alan Trefler
| Build for change : revolutionizing customer engagement through continuous digital innovation / / Alan Trefler |
| Autore | Trefler Alan |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Hoboken, New Jersey : , : Wiley, , 2014 |
| Descrizione fisica | 1 online resource (192 p.) |
| Disciplina | 658.812 |
| Soggetto topico |
Consumer satisfaction
Customer services |
| ISBN |
1-118-93028-2
1-118-93029-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Build 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
Data 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 Traditional 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 Growing PressureYour Next Steps; Beyond the Twilight of the Brands; Notes; Index |
| Record Nr. | UNINA-9910827990403321 |
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Trefler Alan
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| Hoboken, New Jersey : , : Wiley, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Building a salesforce-powered front office : a quick-start guide / / Rashed A. Chowdhury
| Building a salesforce-powered front office : a quick-start guide / / Rashed A. Chowdhury |
| Autore | Chowdhury Rashed A. |
| Edizione | [1st ed. 2021.] |
| Pubbl/distr/stampa | [Place of publication not identified] : , : Apress, , [2021] |
| Descrizione fisica | 1 online resource (XXV, 287 p. 156 illus.) |
| Disciplina | 658.812 |
| Soggetto topico | Salesforce (Online service) |
| ISBN | 1-4842-6676-5 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | Chapter 1: Lead to Cash: Front Office Process Tower -- Chapter 2: Leads -- Chapter 3: Opportunity -- Chapter 4: Accounts -- Chapter 5: Activities -- Chapter 6: Digital Marketing -- Chapter 7: Marketing Campaigns -- Chapter 8: Front Office Concepts, Enterprise Framework and Design Thinking -- Chapter 9: Data Management -- Chapter 10: Proposal Development and Sales Pipelines -- Chapter 11: Configuration Best Practices, Customization and DevOps -- Chapter 12: Salesforce Platform -- Chapter 13: Helping Companies Grow as a Salesforce Partner -- . |
| Record Nr. | UNINA-9910483662403321 |
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Chowdhury Rashed A.
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| [Place of publication not identified] : , : Apress, , [2021] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Building great customer experiences / Colin Shaw and John Ivens
| Building great customer experiences / Colin Shaw and John Ivens |
| Autore | Shaw, Colin |
| Pubbl/distr/stampa | Houndmills, Basingstoke, Hampshire ; New York : Palgrave Macmillan, c2005 |
| Descrizione fisica | 218 p. : ill. ; 24 cm |
| Disciplina | 658.812 |
| Altri autori (Persone) | Ivens, Johnauthor |
| Soggetto topico |
Clientela
Vendite - Organizzazione |
| ISBN | 1403939497 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNISALENTO-991001463929707536 |
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Shaw, Colin
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| Houndmills, Basingstoke, Hampshire ; New York : Palgrave Macmillan, c2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. del Salento | ||
| ||
Business development : processes, methods and tools / / Andreas Kohne
| Business development : processes, methods and tools / / Andreas Kohne |
| Autore | Kohne Andreas |
| Edizione | [Second edition.] |
| Pubbl/distr/stampa | Wiesbaden, Germany : , : Springer Vieweg, , [2023] |
| Descrizione fisica | 1 online resource (165 pages) |
| Disciplina | 658.812 |
| Soggetto topico |
Customer relations
Marketing - Management Strategic planning |
| ISBN |
9783658388447
9783658388430 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910633933603321 |
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Kohne Andreas
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| Wiesbaden, Germany : , : Springer Vieweg, , [2023] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Business development : processes, methods and tools / / Andreas Kohne
| Business development : processes, methods and tools / / Andreas Kohne |
| Autore | Kohne Andreas |
| Edizione | [Second edition.] |
| Pubbl/distr/stampa | Wiesbaden, Germany : , : Springer Vieweg, , [2023] |
| Descrizione fisica | 1 online resource (165 pages) |
| Disciplina | 658.812 |
| Soggetto topico |
Customer relations
Marketing - Management Strategic planning |
| ISBN |
9783658388447
9783658388430 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNISA-996546843703316 |
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Kohne Andreas
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| Wiesbaden, Germany : , : Springer Vieweg, , [2023] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. di Salerno | ||
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Business Process Blueprinting : A Method for Customer-Oriented Business Process Modeling / / by Michael Hewing
| Business Process Blueprinting : A Method for Customer-Oriented Business Process Modeling / / by Michael Hewing |
| Autore | Hewing Michael |
| Edizione | [1st ed. 2014.] |
| Pubbl/distr/stampa | Wiesbaden : , : Springer Fachmedien Wiesbaden : , : Imprint : Springer Gabler, , 2014 |
| Descrizione fisica | 1 online resource (239 p.) |
| Disciplina | 658.812 |
| Soggetto topico |
Information technology
Business—Data processing Marketing IT in Business |
| ISBN | 3-658-03729-6 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
""Foreword""; ""Table of Content""; ""List of Figures""; ""List of Tables""; ""List of Abbreviations""; ""1 Introduction""; ""2 Research Concept""; ""2.1 Research Approaches in Information Systems""; ""2.2 Research Methodology""; ""2.3 Outline of Research""; ""3 Customer Orientation and the Diffusion of process-based Approaches in Marketing and BPM""; ""3.1 Reflections on the Customer�s Perspective in Marketing""; ""3.1.1 Concerning Customer Orientation and its Relation to Effectiveness""
""3.1.2 Transformation of Value Creation and the increased Awareness of the Importance of Customer Processes""""3.1.3 The Need for a substantiated Process View on the Customer""; ""3.2 The Role of the Customer in Business Process Management""; ""3.2.1 Business Process Management in Information Systems""; ""3.2.2 A Literature Review on Customer Processes in Business Process Management""; ""3.3 Problem Definition and Solution Objectives""; ""4 A Blueprint of the Customer � Design of a Method for an extended View on Customer Processes in BPM"" ""4.1 Business Process Blueprinting: the Combination of two Disciplines""""4.1.1 Deriving a Method for a customer-integrated View on Processes""; ""4.1.2 Capturing Usage Processes: Enhancement of Business Process Blueprinting towards Customer Activities""; ""4.2 Proposition of a (multi-level) Procedure Model as a Guideline for an Application of Method""; ""4.3 Revisiting the Requirements: the Artifact against the Background of the Solution Objectives"" ""5 Evaluation of Business Process Blueprinting: a Case Study on the Application of the Method to the “BIOTRONIK Home Monitoring®� Service""""5.1 Description of the Service “BIOTRONIK Home Monitoring ®� for Implantable Electronic Cardiovascular Devices""; ""5.1.1 Cardiac Rhythm Disorders and their Treatment""; ""5.1.2 The Market of Implantable Electronic Cardiovascular Devices and its Framework Conditions""; ""5.1.3 Monitoring Services for Implantable Electronic Cardiovascular Devices""; ""5.1.4 BIOTRONIK Home Monitoring®"" ""5.2 Process Mapping and Analysis using Business Process Blueprinting""""5.2.1 The horizontal Process Chain from the Patient�s Point of View""; ""5.2.2 Visualization of Processes""; ""5.2.3 Analyzing Usage Processes � Empowering the Patient""; ""5.2.4 Future Prospects and further Developments in the Light of typical Stages in Industries� E-transformation""; ""5.3 Summary of the Artifact�s Evaluation""; ""5.3.1 Findings and Suggestions taken from the Case Study""; ""5.3.2 Scientific Quality of the Evaluation and the Benefit of further Studies"" ""6 Limitations and Development Perspectives"" |
| Record Nr. | UNINA-9910298531703321 |
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Hewing Michael
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| Wiesbaden : , : Springer Fachmedien Wiesbaden : , : Imprint : Springer Gabler, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Business process mapping [[electronic resource] ] : improving customer satisfaction / / J. Mike Jacka, Paulette J. Keller
| Business process mapping [[electronic resource] ] : improving customer satisfaction / / J. Mike Jacka, Paulette J. Keller |
| Autore | Jacka J. Mike |
| Edizione | [2nd ed.] |
| Pubbl/distr/stampa | Hoboken, NJ, : Wiley, c2009 |
| Descrizione fisica | 1 online resource (338 p.) |
| Disciplina |
658.401
658.8/12 658.812 |
| Altri autori (Persone) | KellerPaulette J |
| Soggetto topico |
Consumer satisfaction
Customer relations Reengineering (Management) |
| Soggetto genere / forma | Electronic books. |
| ISBN |
0-470-49605-3
1-119-19839-9 1-282-12178-2 9786612121784 0-470-49603-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Business Process Mapping: Improving Customer Satisfaction, Second Edition; Contents; Preface; Introduction: Pinocchio and the World of Business; Chapter 1: What Is This Thing Called Process Mapping?; Chapter 2: Process Identification; Chapter 3: Information Gathering; Chapter 4: Interviewing and Map Generation; Chapter 5: Map Generation: An Example; Chapter 6: Analysis; Chapter 7: Map Analysis: An Example; Chapter 8: Pitfalls and Traps; Chapter 9: Customer Mapping; Chapter 10: RACI Matrices; Chapter 11: Enterprise Risk Management and Process Mapping; Chapter 12: Where Do We Go from Here?
Index |
| Record Nr. | UNINA-9910146414703321 |
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Jacka J. Mike
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| Hoboken, NJ, : Wiley, c2009 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Business process mapping [[electronic resource] ] : improving customer satisfaction / / J. Mike Jacka, Paulette J. Keller
| Business process mapping [[electronic resource] ] : improving customer satisfaction / / J. Mike Jacka, Paulette J. Keller |
| Autore | Jacka J. Mike |
| Edizione | [2nd ed.] |
| Pubbl/distr/stampa | Hoboken, NJ, : Wiley, c2009 |
| Descrizione fisica | 1 online resource (338 p.) |
| Disciplina |
658.401
658.8/12 658.812 |
| Altri autori (Persone) | KellerPaulette J |
| Soggetto topico |
Consumer satisfaction
Customer relations Reengineering (Management) |
| ISBN |
0-470-49605-3
1-119-19839-9 1-282-12178-2 9786612121784 0-470-49603-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Business Process Mapping: Improving Customer Satisfaction, Second Edition; Contents; Preface; Introduction: Pinocchio and the World of Business; Chapter 1: What Is This Thing Called Process Mapping?; Chapter 2: Process Identification; Chapter 3: Information Gathering; Chapter 4: Interviewing and Map Generation; Chapter 5: Map Generation: An Example; Chapter 6: Analysis; Chapter 7: Map Analysis: An Example; Chapter 8: Pitfalls and Traps; Chapter 9: Customer Mapping; Chapter 10: RACI Matrices; Chapter 11: Enterprise Risk Management and Process Mapping; Chapter 12: Where Do We Go from Here?
Index |
| Record Nr. | UNINA-9910830085503321 |
|
Jacka J. Mike
|
||
| Hoboken, NJ, : Wiley, c2009 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Business process mapping : improving customer satisfaction / / J. Mike Jacka, Paulette J. Keller
| Business process mapping : improving customer satisfaction / / J. Mike Jacka, Paulette J. Keller |
| Autore | Jacka J. Mike |
| Edizione | [2nd ed.] |
| Pubbl/distr/stampa | Hoboken, NJ, : Wiley, c2009 |
| Descrizione fisica | 1 online resource (338 p.) |
| Disciplina |
658.401
658.8/12 658.812 |
| Altri autori (Persone) | KellerPaulette J |
| Soggetto topico |
Consumer satisfaction
Customer relations Reengineering (Management) |
| ISBN |
0-470-49605-3
1-119-19839-9 1-282-12178-2 9786612121784 0-470-49603-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Business Process Mapping: Improving Customer Satisfaction, Second Edition; Contents; Preface; Introduction: Pinocchio and the World of Business; Chapter 1: What Is This Thing Called Process Mapping?; Chapter 2: Process Identification; Chapter 3: Information Gathering; Chapter 4: Interviewing and Map Generation; Chapter 5: Map Generation: An Example; Chapter 6: Analysis; Chapter 7: Map Analysis: An Example; Chapter 8: Pitfalls and Traps; Chapter 9: Customer Mapping; Chapter 10: RACI Matrices; Chapter 11: Enterprise Risk Management and Process Mapping; Chapter 12: Where Do We Go from Here?
Index |
| Record Nr. | UNINA-9910877285503321 |
|
Jacka J. Mike
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||
| Hoboken, NJ, : Wiley, c2009 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
