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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:   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.
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Document Type: Book
All Authors / Contributors: Harley Manning; Kerry Bodine; Forrester (Firm)
ISBN: 9780547913988 0547913982
OCLC Number: 778424138
Notes: "New Harvest Books."
Description: x, 260 p. : ill. ; 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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