TY  - BOOK
AU  - N'Goala,Gilles
AU  - Pez-P�erard,Virginie
AU  - Prim-Allaz,Isabelle
TI  - Augmented customer strategy: CRM in the digital age 
T2  - Innovation, entrepreneurship and management series
SN  - 1119618320
AV  - HF5415.5 
U1  - 658.8/12 23
PY  - 2019///
CY  - London, UK, Hoboken, NJ
PB  - ISTE, Ltd., John Wiley & Sons, Inc.
KW  - Customer relations
KW  - Management
KW  - Data processing
KW  - BUSINESS & ECONOMICS
KW  - Industrial Management
KW  - bisacsh
KW  - Management Science
KW  - Organizational Behavior
KW  - fast
N1  - 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
N2  - 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. --
UR  - https://onlinelibrary.wiley.com/doi/book/10.1002/9781119618324
ER  -