Please use this identifier to cite or link to this item: https://openlibrary-repo.ecampusontario.ca/jspui/handle/123456789/911
Full metadata record
DC FieldValueLanguage
dc.contributor.authorShields, Kerri-
dc.date.accessioned2021-08-10T16:20:01Z-
dc.date.available2021-08-10T16:20:01Z-
dc.date.issued2021-08-08-
dc.identifier27a228f0-a0ff-405a-b939-63938d246039-
dc.identifier.urihttps://openlibrary-repo.ecampusontario.ca/jspui/handle/123456789/911-
dc.description.tableofcontents1. Defining Customer Centricity-
dc.description.tableofcontents2. Being a Customer Service Representative (CSR)-
dc.description.tableofcontents3. Managing a Customer Service Team-
dc.description.tableofcontents4. Using Contact Center Technology to improve CX-
dc.description.tableofcontents5. Working in a Customer Contact Center-
dc.description.tableofcontents6. Managing a Customer Contact Center-
dc.description.tableofcontents7. Designing Products, Services, and Processes with Customers in Mind-
dc.description.tableofcontents8. Leading a Customer Centric Strategy-
dc.language.isoengen_US
dc.publisherKerri Shieldsen_US
dc.relation.isformatofhttps://ecampusontario.pressbooks.pub/customercentricstrategy/-
dc.relation.haspartResources for Educators : Test Bank | mailto:open@ecampusontario.ca-
dc.rightsCC BY-NC-SA | https://creativecommons.org/licenses/by-nc-sa/4.0/en_US
dc.subject#Customeren_US
dc.subjectBusiness strategy-
dc.subjectCustomer centricity-
dc.subjectCustomer centric strategy-
dc.subjectCustomer service-
dc.subjectCustomer journey-
dc.subjectCustomer experience-
dc.subjectCSR-
dc.subjectCRM-
dc.subjectCX-
dc.titleCustomer Centric Strategy, 1st Editionen_US
dc.typeLearning objecten_US
dcterms.accessRightsOpen Accessen_US
dcterms.educationLevelCollege-
dc.date.updatedNovember 9, 2022-
dc.identifier.slughttps://openlibrary.ecampusontario.ca/catalogue/item/?id=27a228f0-a0ff-405a-b939-63938d246039-
dc.rights.holderKerri Shieldsen_US
ecO-OER.AdoptedYesen_US
ecO-OER.AncillaryMaterialYesen_US
ecO-OER.InstitutionalAffiliationCentennial Collegeen_US
ecO-OER.ISNI0000 0000 9604 3750en_US
ecO-OER.ReviewedNoen_US
ecO-OER.PODNo-
ecO-OER.AccessibilityStatementYes-
ecO-OER.AccessibilityURIhttps://wave.webaim.org/report#/https://ecampusontario.pressbooks.pub/customercentricstrategy/chapter/chapter-1-defining-customer-centricity/-
lrmi.learningResourceTypeLearning Resource - Textbooken_US
ecO-OER.POD.compatibleYesen_US
dc.description.abstractCustomer centricity is about organizational transformation making the customer the focus for business decisions, processes, product development, services, and procedures. Some companies purport to be customer centric but they fall short in connecting this concept throughout all functional areas of the business.en_US
dc.description.abstractWhile it is important to offer superb customer service, being customer centric is far more than that. It's about mapping the customer journey to discover customer needs and wants, what's working and what is not, then taking action to improve the customer experience. Customer loyalty is built through providing exceptional customer experiences. This in turn increases revenues through positive company image, referrals, and increased customer lifetime value. Most organizations today realize that they must focus on the customer to remain competitive.en_US
dc.subject.otherBusiness & Economy - Business Managementen_US
ecO-OER.ItemTypeInstructional Object-
ecO-OER.ItemTypeTextbook-
ecO-OER.MediaFormateBook-
ecO-OER.MediaFormatHTML/XML-
ecO-OER.MediaFormatPDF-
ecO-OER.MediaFormatOffice-
Appears in Collections:Ontario OER Collection

Files in This Item:
File Description SizeFormat 
Customer-Centric-Strategy-1628437143.pdf%%dl%% Digital PDF6.9 MBPDFView/Open
Customer-Centric-Strategy-1628436995._print.pdf%%dl%% Print PDF7.05 MBPDFView/Open
Customer-Centric-Strategy-1628612132.xml%%dl%% Pressbooks XML943.26 kBXMLView/Open
Customer-Centric-Strategy-1628437134.html%%dl%% XHTML554 kBHTMLView/Open
Customer-Centric-Strategy-1628560242.-htmlbook.html%%dl%% HTMLBook518.87 kBHTMLView/Open
Customer-Centric-Strategy-1628437097.epub%%dl%% EPUB7.17 MBEPUBView/Open
Customer-Centric-Strategy-1628437116._3.epub%%dl%% EPUB37.17 MBEPUBView/Open
cover3-768x853.jpeg%%c%%124.82 kBJPEGView/Open
CusomterCentricStrategy-Slides.zip%%anc%% Resource for Educators: Slide Deck (Microsoft PowerPoint, PDF)251.23 MBzipView/Open
Customer-Centric-Strategy-1st-Edition-Canvas1705695562._1_3.zip%%dl%% Common Cartridge Canvas6.65 kBzipView/Open
Customer-Centric-Strategy-1st-Edition-D2L1705695602._1_2.zip%%dl%% Common Cartridge D2L6.1 kBzipView/Open
Customer-Centric-Strategy-1st-Edition-Moodle1705695704._1_1.zip%%dl%% Common Cartridge Moodle6.12 kBzipView/Open


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.