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Titre : Service design for business : a practical guide to optimizing the customer experience Type de document : e-book Auteurs : Ben REASON ; Melvin Brand, FLU (1966-) Année de publication : 2016 Importance : xi, 189 p. Présentation : illustrations (black and white) ISBN/ISSN/EAN : 978-1-118-98893-0 Note générale : Includes index. Langues : Anglais (eng) Mots-clés : Management
GESTION DE LA RELATION CLIENTMots-clés candidats : Customer services. Customer relations. Index. décimale : E-book Résumé : A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. * Approach customer experience from a design perspective * See your organization through the lens of the customer * Make customer experience an organization-wide responsibility * Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization. Nombre d'accès : 1 En ligne : http://www.vlebooks.com/vleweb/product/openreader?id=Neoma&accId=9169105&isbn=97 [...] Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=158527
Titre : Services marketing : people, technology, strategy Type de document : Livre Auteurs : Christopher H. LOVELOCK, Auteur ; Jochen WIRTZ, Auteur Mention d'édition : Eighth edition Editeur : WORLD SCIENTIFIC Année de publication : 2016 Importance : XVII; 783 p. ISBN/ISSN/EAN : 978-1-944659-00-4 Note générale : Glossaire. Index. Langues : Anglais (eng) Mots-clés : Management
GESTION DU MARKETINGRésumé : Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples. This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing. The textbook will be accompanied by supplementary materials for the educators, which include an instructor's manual for course instruction purposes, a test bank designed for each chapter to assess students' learning and understanding of the concepts learnt, and teaching slides for course presentation during classes. There will also be a course website for new and updated materials for easy access by educators and students alike. Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=158912 Exemplaires (7)
Code-barres Cote Support Localisation Section Disponibilité 051165 658.8/LOV Livre Library Campus de Reims Salle de lecture Disponible 051164 658.8/LOV Livre Library Campus de Reims Salle de lecture Exclu du prêt 051163 658.8/LOV Livre Library Campus de Reims Salle de lecture Disponible 051166 658.8/LOV Livre Library Campus de Reims Salle de lecture Disponible 051167 658.8/LOV Livre Library Campus de Reims Salle de lecture Disponible 051168 658.8/LOV Livre Library Campus de Reims Salle de lecture Disponible 051169 658.8/LOV Livre Library Campus de Reims Salle de lecture Disponible
Titre : Social selling : Techniques to influence buyers and changemakers Type de document : Livre Auteurs : Thomas HUGHES ; Matt REYNOLDS Editeur : Kogan Page Année de publication : 2016 Importance : 194 p. ISBN/ISSN/EAN : 978-0-7494-7801-8 Prix : 28.47 EUR Langues : Anglais (eng) Mots-clés : Management
RESEAU SOCIAL ; GESTION DU MARKETING ; INTERNET ; MARKETING STRATEGIQUEIndex. décimale : 121.55 GESTION DU MARKETING Résumé : As the digital landscape has changed buyers' habits it's increasingly difficult to reach them early enough in their decision-making process using traditional sales methods. Developing relationships with decision-makers through social networks has become an increasingly critical skill - enabling sales professionals to engage early on and 'hack' the buying process. Social Selling provides a practical, step-by-step blueprint for harnessing these specific and proven techniques including:
- How to use networks purposefully to build social trust and create a high quality community
- How to develop real influence and authority in your subject area and connect with change-makers
- How to scale the social selling strategy across an organisation including maturity and investment models, risk and governance, and technology platforms.Note de contenu : Bibliogr. p. 189, index Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=208951 Exemplaires (1)
Code-barres Cote Support Localisation Section Disponibilité J5658 121.55 HUG Livre Library Campus de Rouen Salle de lecture Disponible
Titre : Sponsoring sportif Type de document : Livre Auteurs : Gary TRIBOU ; Thierry WEILL, Préfacier, etc. Mention d'édition : 5e éd. Editeur : PARIS : ECONOMICA Année de publication : 2016 Collection : Collection Connaissance de la gestion Importance : 256 p. ISBN/ISSN/EAN : 978-2-7178-6860-9 Prix : 35 EUR Langues : Français (fre) Mots-clés : Management
COMMUNICATION ; COMMUNICATION EVENEMENTIELLE ; SPORT ; INVESTISSEMENT ; ROI ; GESTION DU MARKETING ; MARKETING STRATEGIQUE ; MARKETING MIX ; PLAN MARKETING ; SPONSORINGIndex. décimale : 125.63 SPONSORING Résumé : Cet ouvrage se divise en cinq chapitres : Marketing et sponsoring. Objectifs et cibles du sponsoring sportif. La décision sponsoring : choix d'un axe, choix d'un sport. Mise en oeuvre du sponsoring et valorisation. La mesure du retour sur investissement sponsoring. Note de contenu : Bibliogr. p. 247-253 Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=134532 Exemplaires (1)
Code-barres Cote Support Localisation Section Disponibilité J3531 125.63 TRI Livre Library Campus de Rouen Salle de lecture Disponible
Titre : The 30 day MBA in marketing : your fast track guide to business success Type de document : Livre Auteurs : Colin BARROW, Auteur Mention d'édition : Second edition Editeur : Kogan Page Année de publication : 2016 Importance : 269 p. ISBN/ISSN/EAN : 978-0-7494-7498-0 Prix : 26 EUR Note générale : Index. Langues : Anglais (eng) Mots-clés : Management
GESTION DU MARKETINGRésumé : "The 30 Day MBA in Marketing provides a one-stop comprehensive overview of marketing for small business owners, entrepreneurs, or managers who do not have an MBA degree. This updated second edition offers brand new case studies and covers current trends including mobile marketing, social media marketing, and marketing science developments, as well as traditional topics such as buyer behavior, marketing strategy, advertising and promotion, pricing, and marketing and the law"-- "The 30 Day MBA in Marketing provides a complete marketing 'course' spanning twelve disciplinary areas, and including such hot topics as: buyer behaviour, marketing strategy, promotion and advertising, pricing, managing the marketing organization and marketing and the law. Each chapter includes at least one practical real life example to illustrate how marketing concepts apply to business decision making. Learn what they teach you on professional marketing courses and at the world's top Business Schools and why it matters to you; eliminate gaps in your marketing knowledge and take part in business decision making on an equal footing with MBA graduates or your company marketing director. This book includes detailed information on how to find and analyse market data on any business or market anywhere and online appendices that provide an invaluable guide to finding further information and free resources on each topic covered"-- Permalink : https://cataloguelibrary.neoma-bs.fr/index.php?lvl=notice_display&id=158107 Exemplaires (2)
Code-barres Cote Support Localisation Section Disponibilité 050569 658.8/BAR Livre Library Campus de Reims Salle de lecture Disponible 050709 658.8/BAR Livre Library Campus de Reims Salle de lecture Disponible PermalinkPermalinkPermalinkPermalinkPermalinkPermalinkPermalinkPermalinkPermalinkPermalink
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