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Customer Experience Management in der Praxis: Grundlagen – Zusammenhänge – Umsetzung(essentials)

Customer Experience Management in der Praxis: Grundlagen – Zusammenhänge – Umsetzung(essentials)


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About the Book

Angesichts einer weiter fortschreitenden Homogenisierung von Produkt- und Servicemerkmalen wird es für Unternehmen immer wichtiger, sich über ein ganzheitliches Kundenerlebnis zu differenzieren. Daher ist das Thema „Customer Experience Management“ für nahezu jedes Unternehmen hoch relevant. Dieses essential gibt eine praxisnahe Einführung in dieses Konzept. Dazu werden sowohl zentrale Begriffe des Customer Experience Managements erklärt, als auch konkrete Aufgaben sowie Methoden für die praktische Umsetzung beschrieben. Anhand von drei Fallvignetten werden die Ausführungen abschließend anschaulich illustriert. ​Der Autor:Dr. Alexander Tiffert ist Experte für strategische Vertriebsentwicklung. Mit seinem Beratungsunternehmen begleitet er komplexe Prozesse zur Führungs- und Organisationsentwicklung bei Unternehmen in hochdynamischen Marktumfeldern. Zudem ist er Lehrbeauftragter für Vertriebsmanagement und Vortragsredner.

Table of Contents:
Eine komprimierte Darstellung der Grundlagen zum Konzept der Customer Experience.- Ein Überblick über relevante Elemente und Erlebnisdimensionen der Customer Experience.- Ein Überblick über zentrale Aufgabenfelder des Customer Experience Managements.- Ausgewählte Methoden zur Umsetzung eines Customer Experience Managements in der eigenen Unternehmenspraxis.- Ein erster Ausblick auf die Weiterentwicklung des Konzeptes.

About the Author :
Dr. Alexander Tiffert ist Experte für strategische Vertriebsentwicklung. Mit seinem Beratungsunternehmen begleitet er komplexe Prozesse zur Führungs- und Organisationsentwicklung bei Unternehmen in hochdynamischen Marktumfeldern. Zudem ist er Lehrbeauftragter für Vertriebsmanagement und Vortragsredner.


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Product Details
  • ISBN-13: 9783658273309
  • Publisher: Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
  • Publisher Imprint: Springer Gabler
  • Height: 210 mm
  • No of Pages: 51
  • Series Title: essentials
  • Width: 148 mm
  • ISBN-10: 3658273305
  • Publisher Date: 06 Aug 2019
  • Binding: Paperback
  • Language: German
  • Returnable: Y
  • Sub Title: Grundlagen – Zusammenhänge – Umsetzung


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