Augmented customer strategy : CRM in the digital age /
Augmented customer strategy : CRM in the digital age /
edited by Gilles N'Goala, Virginie Pez-P�erard, Isabelle Prim-Allaz.
- 1 online resource (xx, 295 pages) : illustrations
- Innovation, entrepreneurship and management series .
- Innovation, entrepreneurship and management series. .
Includes bibliographical references and index.
Customer Strategies in the Face of New Technological, Social and Environmental Challenges / Gilles N'Goala -- Brand Practices Faced with Augmented Consumers / Nathalie Fleck, Laure Ambroise -- The Augmented Customer Relationship: the Increasing Importance of the Customer's Role / Sylvie Llosa, Lionel Nicod --Innovation Augmented by the Customer: From Ideation to Diffusion / Thomas Ruspil, Cyrielle Vellera, Andreas Munzel -- The Customer's Voice: Toward New Listening Tools / Andreas Munzel, Jessie Pallud, Daria Plotkina -- Redesigning the Customer's Role in a Connected World / Pauline Folcher, Sarah Mussol, Gilles N'goala -- The Augmented Customer Experience: Between Humanity and Robotization? / R�egine Vanheems -- Designing Your Customer Experience / Florence Jacob -- Customer Relationships and Digital Technologies: What Place and Role for Sales Representatives? / Eric Julienne, Maud Damperat, Romain Franck -- Engaging Reciprocity from the Complainant Customer in the Digital Age / Fran�coise Simon -- The Firm's Empathic Capacity: a Social Neuroscience Perspective for Managing Customer Engagement in the Digital Era / Mathieu Lajante -- Data Marketing for Customer Intimacy / Gr�egoire Bothorel, Virginie Pez-P�erard -- The Dark Side of Customer Relationship Management Practices in the Data Age: Managing Resistance and Perceived Intrusion for Responsible Practices / Caroline Lancelot-Miltgen, A�ida Mimouni Chaabane, Virginie Pez-P�erard -- The Legal Basis for a Data Economy Based on Trust / Isabelle Landreau -- Information Systems Security: Challenges, Vulnerabilities and Tools / Philippe Cohard -- Organizing the Augmented Customer Relationship / Isabelle Prim-Allaz, Pierre Volle.
Reflecting on the customer relationship, what it has become and what it will be tomorrow, this book provides practitioners, teacher-researchers and Master's students with a state of the art and a prospective vision of customer relations in a digital world. --
1119618320 9781119618324 9781119618249 111961824X 9781119618263 1119618266
10.1002/9781119618324 doi
CL0501000149 Safari Books Online
Customer relations--Management.
Customer relations--Management--Data processing.
BUSINESS & ECONOMICS--Industrial Management.
BUSINESS & ECONOMICS--Management.
BUSINESS & ECONOMICS--Management Science.
BUSINESS & ECONOMICS--Organizational Behavior.
Customer relations--Management
Customer relations--Management--Data processing
HF5415.5
658.8/12
Includes bibliographical references and index.
Customer Strategies in the Face of New Technological, Social and Environmental Challenges / Gilles N'Goala -- Brand Practices Faced with Augmented Consumers / Nathalie Fleck, Laure Ambroise -- The Augmented Customer Relationship: the Increasing Importance of the Customer's Role / Sylvie Llosa, Lionel Nicod --Innovation Augmented by the Customer: From Ideation to Diffusion / Thomas Ruspil, Cyrielle Vellera, Andreas Munzel -- The Customer's Voice: Toward New Listening Tools / Andreas Munzel, Jessie Pallud, Daria Plotkina -- Redesigning the Customer's Role in a Connected World / Pauline Folcher, Sarah Mussol, Gilles N'goala -- The Augmented Customer Experience: Between Humanity and Robotization? / R�egine Vanheems -- Designing Your Customer Experience / Florence Jacob -- Customer Relationships and Digital Technologies: What Place and Role for Sales Representatives? / Eric Julienne, Maud Damperat, Romain Franck -- Engaging Reciprocity from the Complainant Customer in the Digital Age / Fran�coise Simon -- The Firm's Empathic Capacity: a Social Neuroscience Perspective for Managing Customer Engagement in the Digital Era / Mathieu Lajante -- Data Marketing for Customer Intimacy / Gr�egoire Bothorel, Virginie Pez-P�erard -- The Dark Side of Customer Relationship Management Practices in the Data Age: Managing Resistance and Perceived Intrusion for Responsible Practices / Caroline Lancelot-Miltgen, A�ida Mimouni Chaabane, Virginie Pez-P�erard -- The Legal Basis for a Data Economy Based on Trust / Isabelle Landreau -- Information Systems Security: Challenges, Vulnerabilities and Tools / Philippe Cohard -- Organizing the Augmented Customer Relationship / Isabelle Prim-Allaz, Pierre Volle.
Reflecting on the customer relationship, what it has become and what it will be tomorrow, this book provides practitioners, teacher-researchers and Master's students with a state of the art and a prospective vision of customer relations in a digital world. --
1119618320 9781119618324 9781119618249 111961824X 9781119618263 1119618266
10.1002/9781119618324 doi
CL0501000149 Safari Books Online
Customer relations--Management.
Customer relations--Management--Data processing.
BUSINESS & ECONOMICS--Industrial Management.
BUSINESS & ECONOMICS--Management.
BUSINESS & ECONOMICS--Management Science.
BUSINESS & ECONOMICS--Organizational Behavior.
Customer relations--Management
Customer relations--Management--Data processing
HF5415.5
658.8/12