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The Resource Build for Change : Revolutionizing Customer Engagement through Continuous Digital Innovation, (electronic resource)

Build for Change : Revolutionizing Customer Engagement through Continuous Digital Innovation, (electronic resource)

Creator
Summary
Many companies across the globe will suffer over the next few years as there is an emerging generation of customers who hate doing business with them. Trefler calls this real and imminent threat the Customer Apocalypse. He argues that the connected consumer is giving birth to a new generation of customer who are blowing up the very notion of customer relationship management. They're not interest in a relationship, and they won't be managed. This customer expects to be in control rather than to be controlled, and they want to discover your product or service on their own, and s
Language
eng
Work
Publication
Extent
1 online resource (192 pages)
Note
This is an OverDrive title
Contents
  • Build for Change: Revolutionizing Customer Engagement Through Continuous Digital Innovation; Copyright; Contents; Foreword; Acknowledgments; Chapter 1: Customerpocalypse; Great Expectations; It Is So Easy to Lose Customers; An Ominous Future; Are You Provoking Your Customers?; Welcome to the Nightmare; "Don't Sell to Me!"; Anthropomorphism; "I Want to Be the Discoverer!"; Chapter 2: Death by Data; Big Data, Bigger Problem; Autopsy of the "Customer Service Movement"; Data Is Only Memory; Data Suicide; Creepy Data Gathering; Getting beyond Data; Chapter 3: Adding Judgment and Desire
  • Data in ContextFrom Black-and-White to Color; Adding Judgment to the Mix; Bringing Smart to Big; The Power of Hypothesis; Next-Best-Action; Adaptive Learning; Organizing Your Insights; Feedback Loops; Intent Goes Both Ways; Chapter 4: Getting It Done with Customer Processes; The Best Execution for Every Customer Interaction; First Impressions; Seamless Customer Processes; Getting beyond Business Process Modeling; Crossing Lines; Building for Change; A High-Definition Panorama; Chapter 5: Change How You Think about Technology; The Business-IT Collision; How Computer Programming Became a Mess
  • Traditional DevelopmentZombie Systems; Manual Systems; Rogue Systems; Shadow IT; Mind the Gap?; The Desperation Bandwagon; Agile Programming to the Rescue?; Ready to Change?; Chapter 6: Liberating Your Organization; Hybrid Vigor for Business and IT; Break the Grips of Channels and Silos; Realign Executive Leadership; Redesign the Role of Customer Service; Rewire the CFO Function; Chapter 7: You Are Your Software-The Digital Imperative; Core Principles for Survival; Democratize How You Do Technology; Think in Layers; Use Analytics to Optimize Continually; From Dream to Reality
  • Growing PressureYour Next Steps; Beyond the Twilight of the Brands; Notes; Index
Isbn
9781118930281
Link
http://calgary.lib.overdrive.com/ContentDetails.htm?ID=418ABA1A-A14F-42AC-BE43-F3D1AD146409
Instance
Label
Build for Change : Revolutionizing Customer Engagement through Continuous Digital Innovation
Title
Build for Change
Title remainder
Revolutionizing Customer Engagement through Continuous Digital Innovation
Creator
Subject
Genre
Language
eng
Summary
Many companies across the globe will suffer over the next few years as there is an emerging generation of customers who hate doing business with them. Trefler calls this real and imminent threat the Customer Apocalypse. He argues that the connected consumer is giving birth to a new generation of customer who are blowing up the very notion of customer relationship management. They're not interest in a relationship, and they won't be managed. This customer expects to be in control rather than to be controlled, and they want to discover your product or service on their own, and s
Cataloging source
EBLCP
http://library.link/vocab/creatorName
Trefler, Alan
Dewey number
658.402
Index
no index present
LC call number
HF5415.5 .T384 2014
Literary form
non fiction
Nature of contents
dictionaries
http://library.link/vocab/subjectName
  • Business
  • Consumer satisfaction
  • Customer services
  • Business
  • Customer satisfaction
  • Customer services
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • BUSINESS & ECONOMICS
  • Business
  • Consumer satisfaction
  • Customer services
Label
Build for Change : Revolutionizing Customer Engagement through Continuous Digital Innovation, (electronic resource)
Link
http://calgary.lib.overdrive.com/ContentDetails.htm?ID=418ABA1A-A14F-42AC-BE43-F3D1AD146409
Instantiates
Publication
Note
This is an OverDrive title
Antecedent source
unknown
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
  • Build for Change: Revolutionizing Customer Engagement Through Continuous Digital Innovation; Copyright; Contents; Foreword; Acknowledgments; Chapter 1: Customerpocalypse; Great Expectations; It Is So Easy to Lose Customers; An Ominous Future; Are You Provoking Your Customers?; Welcome to the Nightmare; "Don't Sell to Me!"; Anthropomorphism; "I Want to Be the Discoverer!"; Chapter 2: Death by Data; Big Data, Bigger Problem; Autopsy of the "Customer Service Movement"; Data Is Only Memory; Data Suicide; Creepy Data Gathering; Getting beyond Data; Chapter 3: Adding Judgment and Desire
  • Data in ContextFrom Black-and-White to Color; Adding Judgment to the Mix; Bringing Smart to Big; The Power of Hypothesis; Next-Best-Action; Adaptive Learning; Organizing Your Insights; Feedback Loops; Intent Goes Both Ways; Chapter 4: Getting It Done with Customer Processes; The Best Execution for Every Customer Interaction; First Impressions; Seamless Customer Processes; Getting beyond Business Process Modeling; Crossing Lines; Building for Change; A High-Definition Panorama; Chapter 5: Change How You Think about Technology; The Business-IT Collision; How Computer Programming Became a Mess
  • Traditional DevelopmentZombie Systems; Manual Systems; Rogue Systems; Shadow IT; Mind the Gap?; The Desperation Bandwagon; Agile Programming to the Rescue?; Ready to Change?; Chapter 6: Liberating Your Organization; Hybrid Vigor for Business and IT; Break the Grips of Channels and Silos; Realign Executive Leadership; Redesign the Role of Customer Service; Rewire the CFO Function; Chapter 7: You Are Your Software-The Digital Imperative; Core Principles for Survival; Democratize How You Do Technology; Think in Layers; Use Analytics to Optimize Continually; From Dream to Reality
  • Growing PressureYour Next Steps; Beyond the Twilight of the Brands; Notes; Index
Control code
ocn880531464
Dimensions
unknown
Extent
1 online resource (192 pages)
File format
unknown
Form of item
online
Isbn
9781118930281
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
Stock number
418ABA1A-A14F-42AC-BE43-F3D1AD146409
System control number
(OCoLC)880531464
Label
Build for Change : Revolutionizing Customer Engagement through Continuous Digital Innovation, (electronic resource)
Link
http://calgary.lib.overdrive.com/ContentDetails.htm?ID=418ABA1A-A14F-42AC-BE43-F3D1AD146409
Publication
Note
This is an OverDrive title
Antecedent source
unknown
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
  • Build for Change: Revolutionizing Customer Engagement Through Continuous Digital Innovation; Copyright; Contents; Foreword; Acknowledgments; Chapter 1: Customerpocalypse; Great Expectations; It Is So Easy to Lose Customers; An Ominous Future; Are You Provoking Your Customers?; Welcome to the Nightmare; "Don't Sell to Me!"; Anthropomorphism; "I Want to Be the Discoverer!"; Chapter 2: Death by Data; Big Data, Bigger Problem; Autopsy of the "Customer Service Movement"; Data Is Only Memory; Data Suicide; Creepy Data Gathering; Getting beyond Data; Chapter 3: Adding Judgment and Desire
  • Data in ContextFrom Black-and-White to Color; Adding Judgment to the Mix; Bringing Smart to Big; The Power of Hypothesis; Next-Best-Action; Adaptive Learning; Organizing Your Insights; Feedback Loops; Intent Goes Both Ways; Chapter 4: Getting It Done with Customer Processes; The Best Execution for Every Customer Interaction; First Impressions; Seamless Customer Processes; Getting beyond Business Process Modeling; Crossing Lines; Building for Change; A High-Definition Panorama; Chapter 5: Change How You Think about Technology; The Business-IT Collision; How Computer Programming Became a Mess
  • Traditional DevelopmentZombie Systems; Manual Systems; Rogue Systems; Shadow IT; Mind the Gap?; The Desperation Bandwagon; Agile Programming to the Rescue?; Ready to Change?; Chapter 6: Liberating Your Organization; Hybrid Vigor for Business and IT; Break the Grips of Channels and Silos; Realign Executive Leadership; Redesign the Role of Customer Service; Rewire the CFO Function; Chapter 7: You Are Your Software-The Digital Imperative; Core Principles for Survival; Democratize How You Do Technology; Think in Layers; Use Analytics to Optimize Continually; From Dream to Reality
  • Growing PressureYour Next Steps; Beyond the Twilight of the Brands; Notes; Index
Control code
ocn880531464
Dimensions
unknown
Extent
1 online resource (192 pages)
File format
unknown
Form of item
online
Isbn
9781118930281
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
Stock number
418ABA1A-A14F-42AC-BE43-F3D1AD146409
System control number
(OCoLC)880531464

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