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E-mail Message: I thought you might be interested in this item at http://www.worldcat.org/oclc/778424138 Title: Outside in : the power of putting customers at the center of your business Author: Harley Manning; Kerry Bodine; Forrester (Firm) Publisher: Boston : Houghton Mifflin Harcourt, 2012. ISBN/ISSN: 9780547913988 0547913982 OCLC:778424138

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Outside in : the power of putting customers at the center of your business

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Outside in : the power of putting customers at the center of your business

Author:	Harley Manning; Kerry Bodine; Forrester (Firm)
Publisher:	Boston : Houghton Mifflin Harcourt, 2012.
Edition/Format:	Print book : EnglishView all editions and formats
Database:	WorldCat
Summary:	Describes how companies can truly understand the needs of their customers by seeing a business through their eyes and enforcing the concept of customer service through every facet of the company, from finance to legal to marketing.
Rating:	(not yet rated) 0 with reviews - Be the first.
Subjects	Customer relations. Customer services.
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Document Type:	Book
All Authors / Contributors:	Harley Manning; Kerry Bodine; Forrester (Firm) Find more information about:
ISBN:	9780547913988 0547913982
OCLC Number:	778424138
Notes:	"New Harvest Books."
Description:	x, 260 pages : illustrations ; 24 cm
Contents:	I. The value of customer experience -- You need your customers more than they need you -- Customer experience means billions to business -- The customer experience ecosystem -- II. The six disciplines of customer experience -- From bumper sticker to business discipline -- Strategy -- Customer understanding -- Design -- Measurement -- Governance -- Culture -- III. How customer experience transforms companies -- The natural path to customer experience maturity -- The rise of the chief customer officer -- The customer experience race is on.
Responsibility:	Harley Manning, Kerry Bodine, Forrester Research.

Abstract:

Describes how companies can truly understand the needs of their customers by seeing a business through their eyes and enforcing the concept of customer service through every facet of the company, from finance to legal to marketing.

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