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Books > Business & Economics > Business & management > Sales & marketing > Customer services

Designing Service Processes to Unlock Value (Paperback, 2nd Revised edition): Joy M. Field Designing Service Processes to Unlock Value (Paperback, 2nd Revised edition)
Joy M. Field
R526 R437 Discovery Miles 4 370 Save R89 (17%) Ships in 10 - 15 working days

The service process design landscape is changing, with many of the previous limitations disappearing on how and by whom services are delivered. Opportunities for new service design configurations are being supported, to a large extent, by technology-enabled innovations; many tasks previously performed by the service provider may now be performed by either the customer or the service provider. As a result, customers are playing a more active role in the service process, not only through self-service but also through providing information to the service provider to create a more personalized service experience. Designing Service Processes to Unlock Value explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value. Readers will learn about frameworks for value Co-Creation and models for designing all types of service processes, as well as the unique challenges of designing knowledge-intensive services. The book concludes with approaches to unlock these capabilities-and further boost value Co-Creation. This second edition includes new and updated examples of technology-enabled innovations that provide unprecedented flexibility in service process design and continue to transform how service providers and customers co-produce services. At the same time, readers will see how these innovations can have important-and sometimes surprising-impacts on the nature of the benefit and cost tradeoffs and synergies that determine value Co-Creation.

Social Media - Master, Manipulate, And Dominate Social Media Marketing Facebook, Twitter, YouTube, Instagram And LinkedIn... Social Media - Master, Manipulate, And Dominate Social Media Marketing Facebook, Twitter, YouTube, Instagram And LinkedIn (Paperback)
J. Wolf
R356 Discovery Miles 3 560 Ships in 10 - 15 working days
A Guide to Customer Service Excellence (Paperback): James Vanantwerp A Guide to Customer Service Excellence (Paperback)
James Vanantwerp
R419 Discovery Miles 4 190 Ships in 10 - 15 working days
The Art and Science of Delivering Superior Customer Service (Paperback): Charles McIntyre, Harold Glaser The Art and Science of Delivering Superior Customer Service (Paperback)
Charles McIntyre, Harold Glaser
R347 Discovery Miles 3 470 Ships in 10 - 15 working days
Workbook for Servers - Make More Money with Less Effort and Fewer Hours (Paperback): Leeanne Homsey Workbook for Servers - Make More Money with Less Effort and Fewer Hours (Paperback)
Leeanne Homsey
R211 Discovery Miles 2 110 Ships in 10 - 15 working days
The Experience Business - Why Price-Focused Businesses Fail and What winners Do Instead (Paperback): James Sinclair The Experience Business - Why Price-Focused Businesses Fail and What winners Do Instead (Paperback)
James Sinclair
R422 Discovery Miles 4 220 Ships in 10 - 15 working days
Happy Customers Faster Cash - Turning debtors into customers who pay on time (Paperback): Cliff Wynn, Marcel Wiedenbrugge Happy Customers Faster Cash - Turning debtors into customers who pay on time (Paperback)
Cliff Wynn, Marcel Wiedenbrugge
R478 Discovery Miles 4 780 Ships in 10 - 15 working days
The Transaction (Paperback): Chris Creamer The Transaction (Paperback)
Chris Creamer
R344 Discovery Miles 3 440 Ships in 10 - 15 working days
Customer Service Training - How Any Company or Individual Can Create a Customer-Focused Business the Right Way, the First Time!... Customer Service Training - How Any Company or Individual Can Create a Customer-Focused Business the Right Way, the First Time! (Paperback)
Kimberly Peters
R431 Discovery Miles 4 310 Ships in 10 - 15 working days
Indian Shopping Malls and Store Brands in Food and Grocery (Paperback): Dr Naga Sai Kumar Tirthala, Mrs Mahathi Kondapalli, Mr... Indian Shopping Malls and Store Brands in Food and Grocery (Paperback)
Dr Naga Sai Kumar Tirthala, Mrs Mahathi Kondapalli, Mr Srinivasa Rao Tirthala
R2,224 R2,100 Discovery Miles 21 000 Save R124 (6%) Ships in 10 - 15 working days
Customer Service - Student Book: Book 4 from DTR Inc.'s Work Readiness Certification Series; for the second edition of... Customer Service - Student Book: Book 4 from DTR Inc.'s Work Readiness Certification Series; for the second edition of Customer Service (Paperback)
Jay Goldberg
R340 Discovery Miles 3 400 Ships in 10 - 15 working days
Three Big Words - Engaged Employees, Loyal Customers (Paperback): Stevie Ray Three Big Words - Engaged Employees, Loyal Customers (Paperback)
Stevie Ray
R618 Discovery Miles 6 180 Ships in 10 - 15 working days
Insiders Know-How - Running Your Own Business (Paperback): Kizzi Nkwocha Insiders Know-How - Running Your Own Business (Paperback)
Kizzi Nkwocha
R719 Discovery Miles 7 190 Ships in 10 - 15 working days

Written by some of industry's most knowledgeable thought-leaders, Insiders Know-How: Running Your Own Business is produced in an informative, conversational style with valuable, insightful advice and case studies taken from real business people running real businesses. Running your own business? This book has been written with you in mind. Insiders Know-How: Running Your Own Business is feature-packed with practical, easy to follow advice from experts and business professionals with years of experience at the helm of SME's and large corporations all over the world.

The Age of Influence - Selling to the Digitally Connected Customer (Paperback): Ted Rubin The Age of Influence - Selling to the Digitally Connected Customer (Paperback)
Ted Rubin
R447 Discovery Miles 4 470 Ships in 10 - 15 working days
Happy Customers Faster Cash Eastern Europe edition - A guide to effective communication in financial Customer Relationship... Happy Customers Faster Cash Eastern Europe edition - A guide to effective communication in financial Customer Relationship Management (Paperback)
Cliff Wynn, Andriy Sichka, Marcel Wiedenbrugge
R479 Discovery Miles 4 790 Ships in 10 - 15 working days
The Curated Experience - Engineering Customer Service to Build Loyalty (Paperback): Amas Tenumah The Curated Experience - Engineering Customer Service to Build Loyalty (Paperback)
Amas Tenumah
R290 Discovery Miles 2 900 Ships in 10 - 15 working days
Happy to Help - Lessons Learned Serving One Millions Customers (Paperback): Jesse B Good Happy to Help - Lessons Learned Serving One Millions Customers (Paperback)
Jesse B Good
R368 Discovery Miles 3 680 Ships in 10 - 15 working days
Customer Service - Three Perspectives - All You Have to Know (Paperback): David Peters Customer Service - Three Perspectives - All You Have to Know (Paperback)
David Peters
R418 Discovery Miles 4 180 Ships in 10 - 15 working days
Blind Spot - Illuminating the Hidden Value in Business (Paperback): Steve Diller, Nathan Shedroff, Sean Sauber Blind Spot - Illuminating the Hidden Value in Business (Paperback)
Steve Diller, Nathan Shedroff, Sean Sauber
R941 Discovery Miles 9 410 Ships in 10 - 15 working days
Feedback Rules! - 52 ways to listen to your stakeholders (Paperback): Brian Numainville Feedback Rules! - 52 ways to listen to your stakeholders (Paperback)
Brian Numainville; Illustrated by Steve Hickner; Doug Madenberg
R365 Discovery Miles 3 650 Ships in 10 - 15 working days
Guard Against Burnout - 7 Proven Keys to Help You Thrive in the Dental Field (Paperback): Leslie D Bower Guard Against Burnout - 7 Proven Keys to Help You Thrive in the Dental Field (Paperback)
Leslie D Bower
R192 Discovery Miles 1 920 Ships in 10 - 15 working days
Surviving Customer Service - Avoid Burnout, Develop Valuable Career Skills (Paperback): Donovon Jenson Surviving Customer Service - Avoid Burnout, Develop Valuable Career Skills (Paperback)
Donovon Jenson
R268 Discovery Miles 2 680 Ships in 10 - 15 working days
Repeat Business Inc - The Business of Staying in Business (Paperback): Paul Rutter Repeat Business Inc - The Business of Staying in Business (Paperback)
Paul Rutter
R393 Discovery Miles 3 930 Ships in 10 - 15 working days
Nonprofit Customer Service Superstars - Six attitudes that bring out our best (Paperback): Cary Jon Cavitt Nonprofit Customer Service Superstars - Six attitudes that bring out our best (Paperback)
Cary Jon Cavitt
R374 Discovery Miles 3 740 Ships in 10 - 15 working days
Mastering Salesforce CRM Administration (Paperback): Rakesh Gupta Mastering Salesforce CRM Administration (Paperback)
Rakesh Gupta
R1,499 Discovery Miles 14 990 Ships in 10 - 15 working days

Learn about the Advanced Administration Certification Examination and build a successful career in Salesforce administration About This Book * Build your skills and knowledge to crack the Advanced Admin Certification Examination * Leverage the advanced administration capabilities of Salesforce and Salesforce1 * Optimize and extend Sales Cloud and Service Cloud applications Who This Book Is For This book is written for Salesforce admins who are looking to gain an in-depth knowledge of the Salesforce platform and grow their value in their organization. It will teach them to implement and design advanced business process automation for the benefit of their organization. What You Will Learn * Adopt Lightning Experience to improve the productivity of your organization's sales team * Create and maintain service entitlements and entitlement processes * Process Builder basic and advanced concepts * Different ways to deploy applications between environments * Best practices for improving and enriching data quality In Detail The book starts by refreshing your knowledge of common admin tasks. You will go over Lightning Experience and various security aspects. You will be shown how to implement territory management in your organization and make use of custom objects. From here, the book progresses to advanced configuration, data management, and data analytics before swiftly moving on to setting up advanced organization-wide features that affect the look and feel of the application. Extend the capabilities of your organization's Salesforce implementation by optimizing and extending Sales Cloud, Salesforce1, and Service Cloud applications. This guide will equip you with the tools you need to build a successful career in Salesforce. Style and approach The book takes a straightforward, no-nonsense approach to working with the Salesforce CRM platform. It is filled with examples, advanced use cases, and all the resources you need to be a Salesforce Jedi.

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