Name: Superior Customer Value (en Inglés)
Price: 282.12 PEN
Availability: InStock
Author: Art Weinstein
ISBN: 9780815390930

portada Superior Customer Value (en Inglés)

Formato

Libro Físico

Editorial

Routledge

Autor

Art Weinstein

Año

2018

Idioma

Inglés

N° páginas

222

Encuadernación

Tapa Blanda

ISBN13

9780815390930

N° edición

Categorías

Atención al cliente

Superior Customer Value (en Inglés)

Art Weinstein (Autor) · Routledge · Tapa Blanda

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Reseña del libro "Superior Customer Value (en Inglés)"

Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.