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