• Customer experience quality: boundaries, measurement and management

      Dzenkovska, Julija; Lemke, Fred; Heirati, Nima; Schoefer, Klaus (2017)
    • Customer experience quality: Preliminary inquiry using repertory grid technique

      Dzenkovska, Julija; Heirati, Nima; Lemke, Fred; Schoefer, Klaus (2016)
    • Customer experience quality: quo vadis?

      Dzenkovska, Julija; Lemke, Fred; Schoefer, Klaus; Heirati, Nima (2017)
    • Customer innovation: Delivering a customer-led strategy for sustainable growth

      Debruyne, Marion; Tackx, Koen (2019)
      Many organizations approach customer-centic marketing and innovating their business strategy in isolation to one another, missing groundbreaking opportunities for advancement. Customer Innovation, second edition, turns this on its head by starting with the customer, innovating around their needs, then building a customer led business strategy around it. It presents a well-constructed three-by-three formula of connect, convert, collaborate, laying the foundations for innovation and change, to improve the current customer journey and expand into new customer horizons. This enables new product and service development to flow with outstanding efficiency and substantial growth. Customer Innovation, second edition, includes exciting updates around co-creation and the benefits of involving customers, stakeholders and employees from the beginning. It provides guidance on using technology to reinvent traditional business models, with consumer needs at the heart. With a spectacular range of case studies, including Disney, LEGO and Johnson & Johnson, all delivered with active takeaways, this is the ultimate handbook for any leader, business or marketing strategist, ready to pave the way in a new era of customer led strategy.
    • Customer intimacy: what does it mean? What does it take?

      Verweire, Kurt; Carchon, Steven; Escalier Revollo, Judith (2010)
    • Customer lifetime value analysis at COMTEL

      Van Gool, J.; Roodhooft, Filip; Kemseke, P. (2010)
      By analyzing this case, students learn to apply management accounting and cost control concepts in practice. They will also think independently, creatively and in a structured way on the development of marketing strategies. The proposed questions require the students to calculate customer lifetime values for the acquisition of new customers across product segments, calculate up-sell and win-back potential, prioritize which segments should be targeted with promotional campaigns and assess the use of multiple marketing campaigns for the selected segments
    • Customer Loyalty Management in Belgian Companies

      D'Haene, Ina; De Wulf, Kristof (2004)
    • Customer profitability analysis and value based management at Barclays Bank

      Slagmulder, Regine; Mukherjee, J. (2004)
      In response to the intensified competition in the banking industry, Barclays adopted a Value Based Management (VBM) programme to align decision making at all levels in the organisation with the interests of its shareholders. Under the umbrella of this VBM programme the Bank introduced a new approach to identifying and effectively managing its high-value customers. The case shows how the new customer value measurement tool had a significant impact on managerial decision making and how it was supported by value-based sales incentives. The purpose of the case is to provide an illustration of customer profitability analysis in the context of a 'managing for value' initiative at a leading European bank. The case shows how the Bank's external financial goal of top quartile shareholder return was translated into an internal focus on economic profit, which in turn was cascaded to the front line through value-based sales targets. The objective of the case discussion is to explore the benefits and challenges of adopting a value-aligned performance measurement tool to help the salesforce identify high-value customers and take action to boost customer profitability and create shareholder value.
    • Customers the day after tomorrow. Hoe trek je klanten aan in een wereld van AI, bots en automatisering.

      Van Belleghem, Steven (2017)
      Hoe je automatisering en artificiële intelligentie omzet in klantvoordelen We belanden stilaan in de derde fase van digitalisering: de fase van verregaande automatisering en artificiële intelligentie. Die verschuiving zal de relatie tussen bedrijven en klanten radicaal veranderen. Willen bedrijven klantgericht blijven, dan moeten ze op zoek naar aangepaste klantenstrategieën. Dit boek gidst je door de nieuwste fase van digitalisering en reikt je de mindset aan om in de 'Day After Tomorrow' je bedrijf te blijven optimaliseren. Alleen zo slaag je erin de meest briljante digitale ontwikkelingen met de meest unieke menselijke skills te verenigen.
    • Customers the day after tomorrow. How to attract customers in a world of AI, bots and automation

      Van Belleghem, Steven (2017)
      We are now entering the third phase of digitalization: the phase of far-reaching automation and artificial intelligence. This shift will radically change the relationship between companies and their customers. If companies want to remain customer-oriented, they will need to devise a new kind of customer strategy. This book will guide you through the new phase of digitalization and help you to develop the mindset you need to keep your company ahead of the game in The Day After Tomorrow. Only then will you be able to successfully combine the most brilliant digital innovations with the most unique human skills.
    • Customers' usage of self service technology in a retail setting

      Weijters, Bert; Schillewaert, Niels; Rangarajan, Deva; Falk, Tomas (2005)
      The last decade has seen an increased focus by retailers on using new technologies to deliver their services. The introduction of self-service technologies (SSTs) opens up for retailers the potential of improving productivity and service quality while cutting costs. However previous forays by retailers to get their customers to try these self-service technologies have not been proven to be quite successful. Previous empirical research on the usage of technology based self-services has mainly focused on antecedents of attitude towards and corresponding behavioral intentions to use. However, little empirical research has linked these variables to actual behavior in a real life setting. To address these issues, we collected a combination of survey and observational data using self-scanning lanes as objects of investigation. We identify ease of use, usefulness, fun, and reliability as drivers of attitude towards the SST, which in turn significantly predict actual usage of the SST. We also extend previous research by focusing on the moderating effects of age, education and gender as key demographic variables. Finally, we contribute to the literature by studying the consequences of SST use from the customers' point of view. Keywords: self-service technology, retailing, consumer attitudes and behavior
    • Customization in online trade processes

      Basu, Amit; Muylle, Steve (1999)
    • Cyber security

      Ashby, Simon; Phippen, Andy (2016)
      Operational Risk Perspectives: Cyber, Big Data, and Emerging Risks covers key topics related to operational risk currently on the minds of practitioners. The book is comprised of chapters written by both industry professionals and academic experts who provide an overview of the current state of this discipline.