CUSTOMER EXPERIENCE EDGE: TECHNOLOGY(ISBN=9780071786973) 下载 pdf 电子版 epub 免费 txt 2025

“This excellent book makes it quite clear that your business has

to focus on customer experience for 21st-century business success.

It’s more than refreshing to read the multiple case studies and

well thought out approach and to hear the experienced voices of

these authors. You’ve spent way too much time reading this

endorsement. Read the book instead. It’s so worth it.”

—Paul Greenberg, author of CRM at the Speed of Light

“To differentiate yourself and delight your customers, you must

manage your customers’ experience with your goods or services, and

your company. This invaluable book will show you why you must do

this, and how to do it well.”

—Henry Chesbrough, author of Open Innovation and Professor at

the Haas School of Business, University of California Berkeley

“Technology advances are raising the human expectation of what

an experience with a company can and should be. Finally, a book has

been written that combines behavioral psychological,

micro-economic, and technological considerations defining the

customer experience edge.”

—Paul D’Alessandro, Partner, PricewaterhouseCoopers

“As we move from Customer Experience 1.0 to Customer Experience

2.0, organizations and practitioners need a solid blueprint for

success. Reza, Vinay, and Volker have created a clear and concise

guide based on global best practices and proven principles. If you

are ready to transform your organization, start by reading this

book.”

—Lior Arussy, President, Strativity Group, and author of

Customer Experience Strategy

“The Customer Experience Edge is an excellent book to gain

insights on how to leverage customer experience as a competitive

advantage. The case studies serve as recipes that can be added to,

modified, or simply baked into business plans to improve or deliver

an exceptional customer experience.”

—Deb Dexter, Customer Service Director, Cardinal Health

About the Book:

Globalization and advanced technologies have given ever greater

power to the person who decides if your business will succeed or

fail—the customer. Whether your company serves consumers or other

businesses, you can no longer compete on price and quality alone.

To gain profits and market share, you have to deliver an experience

that makes customers want to come back—and that sets you apart from

the competition. You need to seize The Customer Experience

Edge.

Drawing on over sixty years of experience in shaping customer

centric strategies and technologies for leading companies, three

innovators bring you practical and proven ways to create your

customer experience programs and overall business strategies. The

key is to strike a balance between programs that are effective but

prohibitively expensive and programs that fail to dedicate enough

resources to be effective. In the middle ground lie the tools that

everyone overlooks—foundational and disruptive technologies. These

are the authors’ main fields of expertise, and these are what make

the customer experience profitable.

The Customer Experience Edge explains how to combine strategy,

leadership, organizational change, and technology to:

Develop products and services that are highly valued by

customers

Form bonds that keep clients from turning to competitors

Transform customers into your best advocates

It’s a new world of business, and customers are keenly aware

that their loyalty is valuable currency. The Customer Experience

Edge gives you a cost-effective, sustainable way to provide an

unforgettable experience that builds loyalty and turns it into

real, measurable profits.

Reza Soudagar is a Senior Director for global marketing at SAP,

the leader in enterprise software. He has developed CRM technology

and business strategies for clients at Accenture and Oracle and has

played a key role in the creation of Oracle’s CRM suite.

Vinay Iyer is currently Vice President of global marketing at

SAP after having cut his teeth in CRM at Siebel Systems. He holds

an MBA from Wharton.

Dr. Volker G. Hildebrand, Vice President for CRM Solutions at

SAP, is a pioneering researcher focusing on customer-centric

business strategies and innovative CRM technologies.

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Reza Soudagar is a Senior Director for global marketing at SAP,

the leader in enterprise software. He has developed CRM technology

and business strategies for clients at Accenture and Oracle and has

played a key role in the creation of Oracle’s CRM suite.Vinay Iyer

is currently Vice President of global marketing at SAP after having

cut his teeth in CRM at Siebel Systems. He holds an MBA from

Wharton.

Dr. Volker G. Hildebrand, Vice President for CRM Solutions at SAP,

is a pioneering researcher focusing on customer-centric business

strategies and innovative CRM technologies.

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书籍介绍

"This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It's more than refreshing to read the multiple case studies and well thought out approach and to hear the experienced voices of these authors. You've spent way too much time reading this endorsement. Read the book instead. It's so worth it." --Paul Greenberg, author of CRM at the Speed of Light "To differentiate yourself and delight your customers, you must manage your customers' experience with your goods or services, and your company. This invaluable book will show you why you must do this, and how to do it well." --Henry Chesbrough, author of Open Innovation and Professor at the Haas School of Business, University of California Berkeley "Technology advances are raising the human expectation of what an experience with a company can and should be. Finally, a book has been written that combines behavioral psychological, micro-economic, and technological considerations defining the customer experience edge." --Paul D'Alessandro, Partner, PricewaterhouseCoopers "As we move from Customer Experience 1.0 to Customer Experience 2.0 , organizations and practitioners need a solid blueprint for success. Reza, Vinay, and Volker have created a clear and concise guide based on global best practices and proven principles. If you are ready to transform your organization, start by reading this book." --Lior Arussy, President, Strativity Group, and author of Customer Experience Strategy "The Customer Experience Edge is an excellent book to gain insights on how to leverage customer experience as a competitive advantage. The case studies serve as recipes that can be added to, modified, or simply baked into business plans to improve or deliver an exceptional customer experience." --Deb Dexter, Customer Service Director, Cardinal Health About the Book: Globalization and advanced technologies have given ever greater power to the person who decides if your business will succeed or fail--the customer. Whether your company serves consumers or other businesses, you can no longer compete on price and quality alone. To gain profits and market share, you have to deliver an experience that makes customers want to come back--and that sets you apart from the competition. You need to seize The Customer Experience Edge. Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies, three innovators bring you practical and proven ways to create your customer experience programs and overall business strategies. The key is to strike a balance between programs that are effective but prohibitively expensive and programs that fail to dedicate enough resources to be effective. In the middle ground lie the tools that everyone overlooks--foundational and disruptive technologies. These are the authors' main fields of expertise, and these are what make the customer experience profitable. The Customer Experience Edge explains how to combine strategy, leadership, organizational change, and technology to: Develop products and services that are highly valued by customers Form bonds that keep clients from turning to competitors Transform customers into your best advocates It's a new world of business, and customers are keenly aware that their loyalty is valuable currency. The Customer Experience Edge gives you a cost-effective, sustainable way to provide an unforgettable experience that builds loyalty and turns it into real, measurable profits.

• 作者：Edison 发布时间：2015-10-31 22:36:53

  收获的不只是金句，还有一堆书单和电影

• 作者：高地康巴雪豹 发布时间：2013-01-09 22:01:05

  只是可以知道一套命名法而已。

• 作者：雲 波 发布时间：2019-04-01 09:09:35

  最大的优点是通俗易懂，但这类谈话结成的集子的性质决定了，内容不系统。一次读完就会发现围绕不同主题，谈的东西差异性不那么大，有些概念反复出现，到后面会有审美疲劳。另外，监狱允许律师见罪犯，允许媒体见，独独不让犯罪心理学专家见……这事儿琢磨起来也蛮有意思，一方肯定有滥用自由裁量权的嫌疑，但怎么在这种限制下施展个人本领把事办成，的确是个不小的课题，能解决应该也有广泛的适用性。

• 作者：Kurogawa 发布时间：2013-03-24 05:30:26

  It was one of the few studies focused on Asia during that time. In today's perspective, its diagrams and ideas are just OK, but it still offers us a way to understand Asia's fast urbanization.

• 作者：小白 发布时间：2013-03-11 13:12:51

  这部超特快列车上出现吸血鬼的那个镜头竟然给我留下了深刻的不可磨灭的恐怖影响。。。

• 作者：xxx 发布时间：2012-08-21 14:43:56

  有想追下去的感觉！

• 生活，抑或生活哲学

  作者：莫莫 发布时间：2011-05-23 15:32:17

  很少会被一本书的书名瞬间击中——天雷！那一刻想到的，不是天雷勾动地火的磅礴万钧之势，而是千年前孔子所言：君子有三畏：畏天命，畏大人，畏圣人之言。

  封面是隐而待发的黄，传统文化的正色。左下角两行泥泞中的车辙印，延伸向无穷，此时静态的伤痕即是彼时动态的挣扎。点题的是陀斯妥耶夫斯基的悲悯之词：“我们不但要从罪人的骨子里榨出他们的罪恶，也要榨出他们的清白。”这注定不会是一次轻飘的阅读，因为要写天命，要写罪人，要超越冥冥中命运的安排，要在恶中寻找到善。

  但我还是想先说说生存，抑或生存智慧，在越来越多人追求被羡慕而不是被尊重的今天，这两个词似乎拥有更大的市场。事实上，小说的作者刘晓刚曾经深谙其中三味。他生在西安，父亲因政治运动失势，空余一个苍白的“门第”；大学毕业后做跨国企业的贸易代理，在商业潜规则中慢慢明白新经济殖民主义的真相；然后自己创业深入矿山，亲眼看到无数矿工为能源大国不仅贡献汗水，更贡献血泪……不知道从什么时候起，这个喜欢在卡拉OK时唱周传雄的男人不再安于做一个沉默的即得利益者，他要以另一种沉默的方式来呐喊，那就是写下他所了解的真相，从终极价值的精神层面来诘问生存，颠覆生存智慧。某种程度上，一个成功者对脱胎其中体制的批判反省，远胜过一千一万个失败者隔靴搔痒式的盲目渲泄。

  与刘晓刚的首部长篇小说《活成你自己》不同，《天雷》彻底突破了写作者个体生活经验的局限，对社会进行了全景式的描绘，上至高官贵胄，下至贩夫走卒，真正做到了气象雄浑。借鉴古典小说的人名寓意，主人公秦雪雷谐音“噙血泪”，从家破人亡被迫进城打工，到铤而走险加入黑恶势力团伙，他一次次试图回头，做奶奶教导的清白人，结果却只是在不归路上走得更远，直至成为梅港当地的大佬，他才在高处不胜寒的孤寂中明白，自己从来没能拒绝命运的拨弄。与之相反，另一个主人公楚天梅谐音“触天霉”，而触老天的霉头实际上是在拨弄命运，他从一个普通警察开始，凭借政治婚姻和自身才能，一步步成长为梅港一方的父母官，最终逃不过白茫茫一片大地真干净。

  在为这两个主人公的命运揪心时，我总是忍不住想起刘晓刚最喜欢的俄罗斯作家陀斯妥耶夫斯基，想起他振聋发聩的《罪与罚》。那部杰作的核心在于两种人，第一种人是庸碌的众生，第二种人却是“天将降大任”的英雄，他们命定要改变历史的进程。无论楚天梅是怎样确信自己是被上天选中的第二种人，他已经化身为尼采呼唤的超人，为追求绝对权力而不择手段。与此同时，秦雪雷却从来不曾有过楚天梅那样坚定的信心，虽然他有许多杰出的品质，真正的梦想却还是过普通人的生活，正如小说对他的评价是“农民里的男人”，他事实上还是第一种人的代表。在《罪与罚》里，第二种人一直试图在内心赋予自己权力，一种在宏大目标下对第一种人生杀予夺的权力；而在《天雷》里，这两个精神气质截然不同的男人间却产生了生死不渝的兄弟情谊，而正是这种藐视一切世俗法规、甚至藐视爱情的兄弟情谊，在“天雷”公司触犯律法分崩离析的最后，指向一种救赎的可能。

  在这部阐述生活哲学的小说里，男人是当然的主角。然而林语堂说得好：男子懂得人生哲学，女子却懂得人生。像许多有女性救赎情结的作家一样，刘晓刚也不吝惜给笔下的女人最温柔的亮色。尤物梦娜几乎是本能地轻蔑善恶，正如她本能地追随第一个给她爱情的男人；蔡家大小姐背负着父爱留给她的原罪，可以为爱而死，却难以为爱而生；记者海蓝蓝甘做情绪垃圾筒，却在本能恐惧的裹挟下与精神恋人分道扬镳……她们敏锐，善感，专注细节，皎皎易污，天然漠视男性与生俱来的野心，却在关键的时候给予支持。如果说有什么不足，那就是小说中的女性都太孤独，她们似乎只是作为男性世界的映衬而存在，没有能够从自身生发出丰富的枝蔓，而实际生活里，女性是大多数人际关系的纽带。

  回到故事本身，《天雷》的流畅足以让读者忽略小说四十余万字的篇幅。刘晓刚总是以莫大的耐心从细微处开始叙述，再以贯彻始终的充沛豪情酝酿情节张力，收束处既干脆利落，又余音绕梁。这样的小说是志在永恒的，虽然人类一思考，上帝就发笑，但总有前赴后继的先行者，认真生活，进而抵达生活哲学。

• 欧陆哲学的贡献：我们如何理解幸福和苦难

  作者：世彦君 发布时间：2013-02-28 13:06:39

  作者的一篇文章，值得一看！

  “欧陆哲学家会提出这样的问题：“我们该如何忘记幸福不是生活的终极目标？我们又何时才能忘记？我们为何在这个新兴的技术时代锲而不舍地追求幸福？我们何时开始认为生活的艺术可以被简化成积极思维的艺术（一些人似乎将积极思考等同于是良好的生活所必需）？什么样的巨变已经让我们远离那些古人从生活中得到的来之不易的洞见？这反映了当代社会寻求安逸的本性吗（我们让自己麻痹于这样的信念——幸福能够获得并且必须获得）？”欧陆哲学本质上有意地让人心绪不宁，挑战人们安稳的现状。”

  ——《欧陆哲学的贡献：我们如何理解幸福和苦难》

  http://www.psychspace.com/psych/viewnews-8248