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010 _a2020948403
020 _a9783110683684
_qprint
020 _a9783110684025
_qEPUB
020 _a9783110683929
_qPDF
024 7 _a10.1515/9783110683929
_2doi
035 _a(DE-B1597)9783110683929
035 _a(DE-B1597)539535
035 _a(OCoLC)1246583287
040 _aDE-B1597
_beng
_cDE-B1597
_erda
050 0 0 _aHF5415.5
_b.D49 2021
072 7 _aBUS041000
_2bisacsh
082 0 4 _a658.812
084 _aonline - DeGruyter
100 1 _aDew, Robert
_eautore
245 1 0 _aLean CX :
_bHow to Differentiate at Low Cost and Least Risk /
_cRobert Dew, Bill Russell, Cyrus Allen, George Bej.
264 1 _aBerlin ;
_aBoston :
_bDe Gruyter,
_c[2021]
264 4 _c©2021
300 _a1 online resource (XXX, 208 p.) :
_b60 short cases studies in boxed text
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_bcr
_2rdacarrier
347 _atext file
_bPDF
_2rda
505 0 0 _tFrontmatter --
_tAcknowledgements --
_tAbout the Authors --
_tForeword --
_tContents --
_tList of Cases --
_tList of Figures --
_tList of Tables --
_tIntroduction --
_tChapter 1 The Case for Change --
_tChapter 2 Defining Lean CX --
_tChapter 3 Creating Market Cut-Through --
_tChapter 4 Where to Start --
_tChapter 5 Managing the Cycle --
_tChapter 6 Business to Business --
_tChapter 7 Explore and Exploit --
_tConclusion: Our Future is Lean --
_tBibliography --
_tIndex
506 0 _arestricted access
_uhttp://purl.org/coar/access_right/c_16ec
_fonline access with authorization
_2star
520 _aIn recent years, many companies have realised customer experience (CX) is the new marketing battle ground. Substantial investments have been made to map customer journeys, identify pain points and improve CX to try and create cut-through. Using real world applications to introduce next generation design tools based on proven concepts from strategy, marketing, psychology and creative problem solving, Lean CX: How to Differentiate at Low Cost and Least Risk discusses how to use Lean Management approaches to innovate your customer experience. This practical book describes how the tools from Lean Management can be applied to the CX innovation problem. The authors draw on hundreds of CX design and strategic innovation projects across a range of industries, both B2B and B2C, from primary research through client work and secondary case studies available in the public domain. The examples include many different vertical industry sectors, including those involving hybrid business models. The cases included share what worked really well and where CX failed. The content goes beyond what actually happened to present an idea of what might be possible with the right design approach and committed resources. Presents the swarm algorithm which highlights what the next generation of successful organisations might become.Shows how to overcome the CX change risk and reduce the biggest waste in CX management.Includes numerous international case examples.
530 _aIssued also in print.
538 _aMode of access: Internet via World Wide Web.
546 _aIn English.
588 0 _aDescription based on online resource; title from PDF title page (publisher's Web site, viewed 01. Dez 2022)
650 0 _aCost effectiveness.
650 0 _aCustomer relations.
650 0 _aManagement.
650 7 _aBUSINESS & ECONOMICS / Management.
_2bisacsh
653 _aAgile Management.
653 _aAgile Marketing.
653 _aAmbidexterity.
653 _aCustomer Experience Management.
653 _aCustomer Journey Mapping.
653 _aLean Management.
653 _aStrategic Innovation.
700 1 _aAllen, Cyrus
_eautore
700 1 _aBej, George
_eautore
700 1 _aDew, Robert
_eautore
700 1 _aRussell, Bill
_eautore
700 1 _aWilliams, Macgregor
_eautore
850 _aIT-RoAPU
856 4 0 _uhttps://doi.org/10.1515/9783110683929
856 4 0 _uhttps://www.degruyter.com/isbn/9783110683929
856 4 2 _3Cover
_uhttps://www.degruyter.com/document/cover/isbn/9783110683929/original
942 _cEB
999 _c242039
_d242039