The Customer Experience Edge

“Thisexcellentbookmakesitquiteclearthatyourbusinesshastofocusoncustomerexperiencefor21st-centurybusinesssuccess.It’smorethanrefreshingtoreadthemultiplecasestudiesandwellthoughtoutapproachandtoheartheexperiencedvoicesoftheseauthors.You’vespentwaytoomuchtimereadingthisendorsement.Readthebookinstead.It’ssoworthit.”—PaulGreenberg,authorofCRMattheSpeedofLight“Todifferentiateyourselfanddelightyourcustomers,youmustmanageyourcustomers’experiencewithyourgoodsorservices,andyourcompany.Thisinvaluablebookwillshowyouwhyyoumustdothis,andhowtodoitwell.”—HenryChesbrough,authorofOpenInnovationandProfessorattheHaasSchoolofBusiness,UniversityofCaliforniaBerkeley“Technologyadvancesareraisingthehumanexpectationofwhatanexperiencewithacompanycanandshouldbe.Finally,abookhasbeenwrittenthatcombinesbehavioralpsychological,micro-economic,andtechnologicalconsiderationsdefiningthecustomerexperienceedge.”—PaulD’Alessandro,Partner,PricewaterhouseCoopers“AswemovefromCustomerExperience1.0toCustomerExperience2.0,organizationsandpractitionersneedasolidblueprintforsuccess.Reza,Vinay,andVolkerhavecreatedaclearandconciseguidebasedonglobalbestpracticesandprovenprinciples.Ifyouarereadytotransformyourorganization,startbyreadingthisbook.”—LiorArussy,President,StrativityGroup,andauthorofCustomerExperienceStrategy“TheCustomerExperienceEdgeisanexcellentbooktogaininsightsonhowtoleveragecustomerexperienceasacompetitiveadvantage.Thecasestudiesserveasrecipesthatcanbeaddedto,modified,orsimplybakedintobusinessplanstoimproveordeliveranexceptionalcustomerexperience.”—DebDexter,CustomerServiceDirector,CardinalHealthAbouttheBook:Globalizationandadvancedtechnologieshavegivenevergreaterpowertothepersonwhodecidesifyourbusinesswillsucceedorfail—thecustomer.Whetheryourcompanyservesconsumersorotherbusinesses,youcannolongercompeteonpriceandqualityalone.Togainprofitsandmarketshare,youhavetodeliveranexperiencethatmakescustomerswanttocomeback—andthatsetsyouapartfromthecompetition.YouneedtoseizeTheCustomerExperienceEdge.Drawingonoversixtyyearsofexperienceinshapingcustomercentricstrategiesandtechnologiesforleadingcompanies,threeinnovatorsbringyoupracticalandprovenwaystocreateyourcustomerexperienceprogramsandoverallbusinessstrategies.Thekeyistostrikeabalancebetweenprogramsthatareeffectivebutprohibitivelyexpensiveandprogramsthatfailtodedicateenoughresourcestobeeffective.Inthemiddlegroundliethetoolsthateveryoneoverlooks—foundationalanddisruptivetechnologies.Thesearetheauthors’mainfieldsofexpertise,andthesearewhatmakethecustomerexperienceprofitable.TheCustomerExperienceEdgeexplainshowtocombinestrategy,leadership,organizationalchange,andtechnologyto:DevelopproductsandservicesthatarehighlyvaluedbycustomersFormbondsthatkeepclientsfromturningtocompetitorsTransformcustomersintoyourbestadvocatesIt’sanewworldofbusiness,andcustomersarekeenlyawarethattheirloyaltyisvaluablecurrency.TheCustomerExperienceEdgegivesyouacost-effective,sustainablewaytoprovideanunforgettableexperiencethatbuildsloyaltyandturnsitintoreal,measurableprofits.RezaSoudagarisaSeniorDirectorforglobalmarketingatSAP,theleaderinenterprisesoftware.HehasdevelopedCRMtechnologyandbusinessstrategiesforclientsatAccentureandOracleandhasplayedakeyroleinthecreationofOracle’sCRMsuite.VinayIyeriscurrentlyVicePresidentofglobalmarketingatSAPafterhavingcuthisteethinCRMatSiebelSystems.HeholdsanMBAfromWharton.Dr.VolkerG.Hildebrand,VicePresidentforCRMSolutionsatSAP,isapioneeringresearcherfocusingoncustomer-centricbusinessstrategiesandinnovativeCRMtechnologies.