A comprehensive guide to a burgeoning field, this book shows how to design and implement a future-proof post-sales service program focused on proactively addressing customersâ needs in a personalized way.
A comprehensive guide to a burgeoning field, this book shows how to design and implement a future-proof post-sales service program focused on proactively addressing customersâ needs in a personalized way.
Ivaylo Yorgov is an award-winning customer experience and analytics leader with more than 15 years of experience. He is currently the Managing Director of GemSeek, a customer analytics company, helping his teams to support clients such as Philips, Liberty Global, Yara, Rockfon, Vodafone, Heidelberg Cement, and Signify.
Inhaltsangabe
Introduction Section 1: The Foundations of Proactive Personalized Post Sales Service (PPPS) 1. Value Creation: A Framework for Marketing 2. The Power of Proactive Personalized Post Sales Service 3. The Limitations of the Existing Post Sales Service Initiatives Section 2: A Roadmap for Proactive Personalized Post Sales Service 4. Is Human Behavior Predictable? 5. Roadmap Step 1 Kick Off : Set Goals, Plan, and Get Buy In 6. Roadmap Step 2 Input: Collect Customer Feedback 7. Roadmap Step 3 Input: Collect Customer Data 8. Roadmap Step 4 Understanding: Analyze the Data 9. Roadmap Step 5 Action: Initiatives for Customer Inspiration, Motivation, Education, and Adjustments on the Fly 10. Roadmap Step 6 Scale Up: Expand Your Initiatives to Your Full Customer Base 11. Challenges in Designing and Running Proactive Personalized Post Sales Service Programs Recap Supplemental Material Index
Introduction Section 1: The Foundations of Proactive Personalized Post Sales Service (PPPS) 1. Value Creation: A Framework for Marketing 2. The Power of Proactive Personalized Post Sales Service 3. The Limitations of the Existing Post Sales Service Initiatives Section 2: A Roadmap for Proactive Personalized Post Sales Service 4. Is Human Behavior Predictable? 5. Roadmap Step 1 Kick Off : Set Goals, Plan, and Get Buy In 6. Roadmap Step 2 Input: Collect Customer Feedback 7. Roadmap Step 3 Input: Collect Customer Data 8. Roadmap Step 4 Understanding: Analyze the Data 9. Roadmap Step 5 Action: Initiatives for Customer Inspiration, Motivation, Education, and Adjustments on the Fly 10. Roadmap Step 6 Scale Up: Expand Your Initiatives to Your Full Customer Base 11. Challenges in Designing and Running Proactive Personalized Post Sales Service Programs Recap Supplemental Material Index
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