"Customer Experience; Customer Orientation means: Creating Maximum Value From Your Scarcest Ressource"
Customer Relationship Management, Customer Experience Management, Multi-Channel/Multi-Access Strategies, Business Process-Engineering, Management Coaching
Customer Centric/Driven Facility Management Services (Strategy, Implementation, operational execution)
1993 schrieben Don Peppers und PhD Martha Rogers ein neues Buch „1to1 Future“. Das Internet war zu der Zeit eine nette graphische Oberfläche in einigen Europäischen Labors. Drei Jahre später – 1996 – konnte man das Buch kaufen und man… Read More ›
How to Win by Letting Customers Manage the Relationship by Frederick Newell, Bloomberg Press, 2003 I’ve read this book a couple of years ago meanwhile preparing my master-thesis regarding the paradigm shift of customer orientation. Why you should read Why CRM Doesn’t… Read More ›
Right now, in this precise moment, you are delivering an experience to your customers. Do you know if it’s positive or negative? Do you know if your customers are happy, unhappy, and why?
This is the last book published by Don and Martha. “….If you accidentally try to order the same song twice from iTunes, you’ll be warned that you already own it. Not because it would be illegal or unethical for Apple… Read More ›