Customer Centric Strategy, 1st Edition

Shields, Kerri

dc.contributor.author	Shields, Kerri
dc.date.accessioned	2021-08-10T16:20:01Z
dc.date.available	2021-08-10T16:20:01Z
dc.date.issued	2021-08-08
dc.identifier	27a228f0-a0ff-405a-b939-63938d246039
dc.identifier.uri	https://openlibrary-repo.ecampusontario.ca/jspui/handle/123456789/911
dc.description.tableofcontents	1. Defining Customer Centricity
dc.description.tableofcontents	2. Being a Customer Service Representative (CSR)
dc.description.tableofcontents	3. Managing a Customer Service Team
dc.description.tableofcontents	4. Using Contact Center Technology to improve CX
dc.description.tableofcontents	5. Working in a Customer Contact Center
dc.description.tableofcontents	6. Managing a Customer Contact Center
dc.description.tableofcontents	7. Designing Products, Services, and Processes with Customers in Mind
dc.description.tableofcontents	8. Leading a Customer Centric Strategy
dc.language.iso	eng	en_US
dc.publisher	Kerri Shields	en_US
dc.relation.isformatof	https://ecampusontario.pressbooks.pub/customercentricstrategy/
dc.relation.haspart	Resources for Educators : Test Bank \| mailto:open@ecampusontario.ca
dc.rights	CC BY-NC-SA \| https://creativecommons.org/licenses/by-nc-sa/4.0/	en_US
dc.subject	#Customer	en_US
dc.subject	Business strategy
dc.subject	Customer centricity
dc.subject	Customer centric strategy
dc.subject	Customer service
dc.subject	Customer journey
dc.subject	Customer experience
dc.subject	CSR
dc.subject	CRM
dc.subject	CX
dc.title	Customer Centric Strategy, 1st Edition	en_US
dc.type	Learning object	en_US
dcterms.accessRights	Open Access	en_US
dcterms.educationLevel	College
dc.date.updated	November 9, 2022
dc.identifier.slug	https://openlibrary.ecampusontario.ca/catalogue/item/?id=27a228f0-a0ff-405a-b939-63938d246039
dc.rights.holder	Kerri Shields	en_US
ecO-OER.Adopted	Yes	en_US
ecO-OER.AncillaryMaterial	Yes	en_US
ecO-OER.InstitutionalAffiliation	Centennial College	en_US
ecO-OER.ISNI	0000 0000 9604 3750	en_US
ecO-OER.Reviewed	No	en_US
ecO-OER.POD	No
ecO-OER.AccessibilityStatement	Yes
ecO-OER.AccessibilityURI	https://wave.webaim.org/report#/https://ecampusontario.pressbooks.pub/customercentricstrategy/chapter/chapter-1-defining-customer-centricity/
lrmi.learningResourceType	Learning Resource - Textbook	en_US
ecO-OER.POD.compatible	Yes	en_US
dc.description.abstract	Customer 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.abstract	While 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.other	Business & Economy - Business Management	en_US
ecO-OER.ItemType	Instructional Object
ecO-OER.ItemType	Textbook
ecO-OER.MediaFormat	eBook
ecO-OER.MediaFormat	HTML/XML
ecO-OER.MediaFormat	PDF
ecO-OER.MediaFormat	Office