Customer Centric Strategy
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 t...
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| Main Author: | |
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| Format: | Electronic eBook |
| Language: | English |
| Published: |
Toronto, ON
eCampusOntario
[2021]
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| Series: | Open textbook library.
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| Subjects: | |
| Online Access: | Access online version |
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Table of Contents:
- Introduction
- Chapter 1: Defining Customer Centricity
- Chapter 2: Being a Customer Service Representative (CSR)
- Chapter 3: Managing a Customer Service Team
- Chapter 4: Using Contact Center Technology to improve CX
- Chapter 5: Working in a Customer Contact Center
- Chapter 6: Managing a Customer Contact Center
- Chapter 7: Designing Products, Services, and Processes with Customers in Mind
- Chapter 8: Leading a Customer Centric Strategy
- Glossary of Terms