Augmented customer strategy : CRM in the digital age

Augmented customer strategy CRM in the digital age

Digital transformation is shaping a new landscape for businesses and their customers. For marketing professionals, advancing technology (artificial intelligence, robots, chatbots, etc.) and the explosion of personal data available present great opportunities to offer customers experiences that are e...

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Detalles Bibliográficos
Otros Autores: N'Goala, Gilles, author (author), N'Goala, Gilles, editor (editor), Pez-Pérard, Virginie, editor, Prim-Allaz, Isabelle, editor
Formato: Libro electrónico
Idioma:Inglés
Publicado: London : John Wiley & Sons, Incorporated [2019]
Edición:First edition
Colección:THEi Wiley ebooks.
Materias:
Customer relations > Management.
Customer relations > Management > Data processing.
Ver en Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009630738606719
Tabla de Contenidos:
  • 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? / Régine 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 / Françoise 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 / Grégoire Bothorel, Virginie Pez-Pérard
  • The Dark Side of Customer Relationship Management Practices in the Data Age: Managing Resistance and Perceived Intrusion for Responsible Practices / Caroline Lancelot-Miltgen, Aïda Mimouni Chaabane, Virginie Pez-Pérard
  • 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.

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