This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer...

"Whether or not you use Salesforce, this book will provide you with a strategic framework to drive business transformation for your organization and your customers, and give an understanding of how cloud technology influences, and is influenced by, current trends and developments in design,...

Leverage the cloud into competitive advantage through optimized customer experienceCustomer Obsessed looks at customer experience through the lens of the cloud to bring you a cutting-edge handbook for customer experience. Cloud technology has been hailed as a game-changer, but a recent IDC...

Wie führt man Kunden direkt zum Kauf? Indem man Kaufprozesse gezielt anstößt und auf dem Weg zum Abschluss die richtigen Impulse setzt. Denn allein der funktionale Nutzen eines Produkts, seine emotionalen Attribute oder ein sorgfältig designter Markenauftritt reichen bei weitem nicht aus, um...