The Customer Experience Edge: Technology and

"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, the 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

Foreword	p. xi
Acknowledgments	p. xv
Introduction	p. xix
Customer Experience: The New Competitive Battleground
Customer Experience in the "New Normal"	p. 3
The Four Essentials of a Profitable Customer Experience	p. 15
Case Study: "Coop: Grocer Moves Shopping to the Palms of Customers' Hands"	p. 26
B2B Customer Experience: Different Animal, Same Spots	p. 33
Case Study: "Synopsys: Focus on Customer Success Yields Substantial Cost Savings for Synopsys"	p. 42
Making It Happen
Throwing Out the Old Playbook	p. 51
Case Study: "Cardinal Health, Inc.: Cardinal Health Transforms Customer Experience with a Cross-Company Service System"	p. 67
The New Customer Experience Recipe	p. 72
Case Study: "The LEGO Group: Through Engagement and Interaction, The LEGO Group Plays Well with Customers"	p. 83
A Fresh Look at the Top and Bottom Lines	p. 88
Technology: The Core Ingredient
The Underlying Foundation for the Customer Experience Edge	p. 109
Case Study: "Colmobil: Customers, Not Cars, Now Drive Auto Importer's Strategy"	p. 129
Adding Disruptive Technologies to Advance the Game	p. 136
Case Study: "CEMEX: Cementing Customer Bonds"	p. 157
IT as the Catalyst of CE Transformation	p. 167
Sustaining The "Wow"
Ten On-Ramps to the Customer Experience Freeway	p. 177
Measures of Success	p. 190
Emerging Economies: Exporting a Profitable Customer Experience	p. 203
Case Study: "Akbank: The Customer Experience at Akbank Is Surpassed Only by the Turkish Bank's Growth"	p. 213
The Future of Customer Experience	p. 218
Action Items for Achieving the Customer Experience Edge	p. 232
Afterword: The Customer Experience Edge and SAP	p. 247
Bloomberg Businessweek Research Services North American Survey on Customer Service Experience: Survey Questionnaire and Methodology	p. 249
Bloomberg Businessweek Research Services Report on the Value of Global Integration: The Right Foundation for Growing Global	p. 254
Notes	p. 273
Bibliography	p. 280
Resources	p. 283
Index	p. 284
Table of Contents provided by Ingram. All Rights Reserved.

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The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers

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Table of Contents

Supplemental Materials