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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  
Hoboken, New Jersey : , : Wiley, , 2014
Materiale a stampa
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui
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
Trefler Alan  
Hoboken, New Jersey : , : Wiley, , 2014
Materiale a stampa
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui
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
Chowdhury Rashed A.  
[Place of publication not identified] : , : Apress, , [2021]
Materiale a stampa
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui
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
Shaw, Colin  
Houndmills, Basingstoke, Hampshire ; New York : Palgrave Macmillan, c2005
Materiale a stampa
Lo trovi qui: Univ. del Salento
Opac: Controlla la disponibilità qui
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
Kohne Andreas  
Wiesbaden, Germany : , : Springer Vieweg, , [2023]
Materiale a stampa
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui
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
Kohne Andreas  
Wiesbaden, Germany : , : Springer Vieweg, , [2023]
Materiale a stampa
Lo trovi qui: Univ. di Salerno
Opac: Controlla la disponibilità qui
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
Hewing Michael  
Wiesbaden : , : Springer Fachmedien Wiesbaden : , : Imprint : Springer Gabler, , 2014
Materiale a stampa
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui
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
Jacka J. Mike  
Hoboken, NJ, : Wiley, c2009
Materiale a stampa
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui
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
Opac: Controlla la disponibilità qui
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  
Hoboken, NJ, : Wiley, c2009
Materiale a stampa
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui