Picture 1 of 1

Stock photo

Solve for Customer Using Customer Science Build Stronger by Pombriant Denis - Picture 1 of 1

Solve for the Customer: Using Customer Science to Build Stronger Relationships and Improve Business Results by Denis Pombriant (Paperback / softback, 2015)

Be the first towrite a review.

Book Hub Australia (170061)
99.6% positive Feedback

Price:

AU $36.54

+ AU $4.99 postage

Estimated delivery Thu, 30 May - Thu, 6 Jun

Returns:

30-day returns. Buyer pays for return postage.

Condition:

Brand new

Because all experiences are subjective they are also unique - there are billions and billions of them. With so many unique experiences you can see that dealing with them, and trying to build software to accommodate them, is impossible.

About this product

Product Information

Solve for the Customer is about Customer Science, a social science that focuses on front office business and provides a blueprint for businesses to build stronger relationships and improve business performance by zeroing in on what's important to customers. Customer Science concentrates what we've learned from modern techlogies like big data, analytics, social media, and advanced enterprise software platforms into a framework that enables businesses to identify moments of truth where they can reliably meet and satisfy their customers. Customer Science is a social science much like sociology. Like sociology, Customer Science uses data and analytics to develop and understand the social structures that embrace customers and satisfy their needs whether the needs arise in sales, marketing, or service. Prior to Customer Science, many vendors lacked a structured understanding of moments of truth, which caused missed opportunities and disappointed or frustrated customers. Customer Science operates on two levels. First, using big data and analytics, it helps vendors to identify their customers' moments of truth. Then Customer Science guides vendors to quickly and accurately devise and implement automated and semi-automated systems that identify customers' needs and help to satisfy them. Importantly, within Customer Science customer experience goes from a passive thing to an activity. As Denis Pombriant, who identified Customer Science, says, We use Customer experience as a un in CRM (i.e., the customer experience), and for a long time it has been a un. But once we begin to think in terms of customer-facing processes situated around a moment of truth, experience becomes a verb, says Pombriant, You experience a moment of truth. That's an important difference and one that significantly helps vendors and customers. A traditional customer experience is subjective and when you consider the multitude of customers and the totality of their experiences, you are dealing with a big number. Because all experiences are subjective they are also unique - there are billions and billions of them. With so many unique experiences you can see that dealing with them, and trying to build software to accommodate them, is impossible. But assessing customers' experiences of a moment-of-truth approach is a more manageable problem. True, the experience is still subjective and customers are still unique. But there's a limited number of moments of truth in any business, which your customers will be glad to verify, and these moments of truth are linked in cascades with each step setting up the next until you reach a desired conclusion. Without Customer Science, too often these cascades can end abruptly and leave customers frustrated. Succeeding in a moment of truth and successfully navigating a cascade is Boolean - on or off, up or down, true or false, it worked or it didn't. If it all works you have a happy customer; if the moment of truth doesn't work and the cascade gets broken, you can pinpoint the problem and kw exactly what to do to make it right. As a matter of fact, you can develop contingency plans in advance for all of the things that could go sideways. The modern software platform is the tool of Customer Scientists. Well-constructed platforms offer the needed techlogies used to capture and analyze customer data and the social tools to communicate with customers. Most importantly, the software platform also provides the journey mapping, workflow, and code generating facilities to turn customer insights into running apps that support moments of truth. For decades CRM vendors have delivered point solutions to support front office business. Now through Customer Science we can bring all of the components together in a strategy that supports the customer lifecycle while efficiently and cost effectively positioning customer-facing resources to address customer needs.

Product Identifiers

Publisher
Createspace Independent Publishing Platform
ISBN-10
1502387816
ISBN-13
9781502387813
eBay Product ID (ePID)
214338914

Product Key Features

Author
Denis Pombriant
Format
Paperback / Softback, Trade Paperback (US) ,Unsewn / Adhesive Bound
Language
English
Subject
Sales & Marketing
Type
Textbook

Additional Product Features

Content Note
Black & White Illustrations
Author Biography
Denis Pombriant researches and writes about the trials and tribulations of vendors and customers - two types of human separated by a common cause. He lives in the Boston area with his beautiful wife, two demanding cats, and one hyperactive puppy.
Date of Publication
05/03/2015
Country of Publication
United States

No ratings or reviews yet.No ratings or reviews yet.

Be the first to write a review.

Best Selling in Adult Learning & University

See all

Current slide {CURRENT_SLIDE} of {TOTAL_SLIDES}- Best Selling in Adult Learning & University

Permaculture: A Designer's Manual by Bill Mollison (Hardcover, 1988)
5.0 out of 5 stars based on 12 product ratings
AU $182.95 New
AU $79.95 Used
Australian Native Bee Book: Keeping Stingless Bee Hives for Pets, Pollination and Sugarbag Honey by Tim Heard (Paperback, 2015)
4.9 out of 5 stars based on 157 product ratings
AU $39.98 New
AU $31.50 Used
The Weed Forager's Handbook: A Guide to Edible and Medicinal Weeds in Australia by Adam Grubb, Annie Raser-Rowland (2012, Paperback)
4.8 out of 5 stars based on 88 product ratings
AU $19.95 New
AU $13.00 Used
In-Basket Case Studies by Guy Adamson (Paperback, 1986)
No ratings or reviews yet.
AU $19.99 New
---- Used
Empire of the Summer Moon: Quanah Parker and the Rise and Fall of the Comanches, the Most Powerful Indian Tribe in American History by S.C. Gwynne (Paperback, 2011)
5.0 out of 5 stars based on 1 product rating
AU $31.59 New
---- Used
Botanical Field Guide by Stefan Mager (Fold-out book or chart, 2021)
4.5 out of 5 stars based on 4 product ratings
AU $15.00 New
---- Used
A guide to the Project Management Body of Knowledge (PMBOK guide) and the Standard for project management by Project Management Institute (Paperback, 2021)
No ratings or reviews yet.
AU $45.09 New
---- Used

Save on Adult Learning & University

Current slide {CURRENT_SLIDE} of {TOTAL_SLIDES}- Save on Adult Learning & University

Weed Forager's Handbook: A Guide to Edible and Medicinal Weeds in Australia by A
AU $19.95
Trending at AU $20.60
Netter Atlas of Human Anatomy: Classic Regional Approach
AU $113.94
Trending at AU $121.83
Bill Perkins Die With Zero (Paperback)
AU $29.77
Trending at AU $32.49
Havard's Nursing Guide to Drugs
AU $74.99
Trending at AU $76.54
NEW Learn to Earn By Peter Lynch Paperback Free Shipping
AU $30.65
Trending at AU $52.33
T. Jared Bunch Matthew LaPlante John D. Day The AFib Cure (Paperback)
AU $42.59
Trending at AU $45.35

Shop by category

Picture 1 of 1

Solve for the Customer: Using Customer Science to Build Stronger Relationships and Improve Business Results by Denis Pombriant (Paperback / softback, 2015)

About this product

Product Information

Product Identifiers

Product Key Features

Additional Product Features

Best Selling in Adult Learning & University

Permaculture: A Designer's Manual by Bill Mollison (Hardcover, 1988)

Australian Native Bee Book: Keeping Stingless Bee Hives for Pets, Pollination and Sugarbag Honey by Tim Heard (Paperback, 2015)

The Weed Forager's Handbook: A Guide to Edible and Medicinal Weeds in Australia by Adam Grubb, Annie Raser-Rowland (2012, Paperback)

In-Basket Case Studies by Guy Adamson (Paperback, 1986)

Empire of the Summer Moon: Quanah Parker and the Rise and Fall of the Comanches, the Most Powerful Indian Tribe in American History by S.C. Gwynne (Paperback, 2011)

Botanical Field Guide by Stefan Mager (Fold-out book or chart, 2021)

A guide to the Project Management Body of Knowledge (PMBOK guide) and the Standard for project management by Project Management Institute (Paperback, 2021)

Save on Adult Learning & University

Weed Forager's Handbook: A Guide to Edible and Medicinal Weeds in Australia by A

Netter Atlas of Human Anatomy: Classic Regional Approach

Bill Perkins Die With Zero (Paperback)

Havard's Nursing Guide to Drugs

NEW Learn to Earn By Peter Lynch Paperback Free Shipping

T. Jared Bunch Matthew LaPlante John D. Day The AFib Cure (Paperback)

You may also like

Non-Fiction Paperback Fiction & Relationships Books

Social Sciences English Paperback Textbooks

Science, Technology English Paperback Textbooks

Science Paperback Dictionaries & Reference Books

Political Science English Paperback Textbooks

Social Sciences Paperback School Textbooks & Study Guides in Vietnamese