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Hood C: Unmapping Customer Journeys

Unmapping Customer Journeys

A Framework for Adaptive CX

The retail industry is currently undergoing the biggest transformation in its history. Driven by the digitalization of commerce, new technological innovations and tools, as well as ever-evolving consumer trends and emerging forms of consumption, retail business models are becoming fully omnichannel.

This textbook provides a strategic approach to modern omnichannel retailing, its content, and its logic. It offers students the chance to create a strategic business plan that helps retailers make strategic choices and decisions that enable or facilitate the transition to omnichannel operations and the effective management of an omnichannel business.

It addresses key topics, including:

Customer journey and customer experience

Business models and service concepts

Revenue streams

Retail mix decisions

Physical and digital channels

Channel management and integration

Metrics 




Also offering a glossary-style overview of more than 200 key retail industry concepts, this book provides students with a comprehensive understanding of omnichannel retail, forming a solid foundation for managing and further developing retail business operations across physical and digital channels.

A Strategic Approach for Planning and Decision Making

Omnichannel Retail

The Nine Golden Rules for CX Success

nuggets

Florian Schlüter

Irene E. Rath

Zukunft des industriellen Dienstleistungsmanagements

This textbook equips readers with a clear understanding of how B2B markets have evolved in recent years, from the traditional focus on product development to more targeted approaches that focus on relationships, digitalization, innovation and sustainability. 
Exploring the relevant theories behind this evolution and providing an extensive understanding of contemporary marketing strategies, the book equips readers with a broad perspective of B2B marketing – the evolution, theories, concepts, and the external environment – that allows students to put theory into practice in both manufacturing and service sectors. Allowing for a holistic understanding of contemporary B2B practices, students will learn how to design a competitive marketing strategy for the current business environment.
Covering key topics such as the customer journey, branding, value co-creation and servitization, and with a wide range of case studies, this is an essential text for students at both undergraduate and post-graduate level.

Theories, Cases and Concepts for a Contemporary World

Essential B2B Marketing Strategies

The ultimate sales leader playbookSales is the lifeblood of every organisation, and more than ever we need strong, capable, humble, authentic and inclusive commercial leaders who know how to get the best out of their sales teams.You were at the top of your game as a sales person. But now you're a sales leader, and getting results through a high-performing sales team is a different game. There are so many different hats you need to wear: Chief Strategy Officer, Chief Team Motivator, Chief Value Storyteller...Discover a simple, powerful framework to help you make that transition, mastering each critical area of sales leadership step by step. Easy to read and packed with real-life examples, tips and coaching questions you can use today, together with downloadable tools and templates, this is the essential guide to success in what can be one of the toughest, loneliest jobs in business.Amanda Downs is Director of Commercial Leadership at The Uspire Group and Founding Director of her private coaching practice, Sales Growth Expert. A sales leadership capability expert, she brings decades of hands-on management, training and coaching wisdom to her sales leader clients globally.

How to lead your new sales team to thrive and grow

Step Up To Sales Leader

Quick Guide

<div>Customer Experience (CX) ist mehr als ein Buzzword der modernen Wirtschaft oder eine weitere Abteilung im heutigen Business – sie ist ein business-kritischer Werttreiber für Unternehmen. Doch wie lässt sich der Return on Investment (ROI) von CX konkret nachweisen? Dieser Quick Guide liefert Führungskräften, CX-Verantwortlichen und Strateg*innen einen praxisnahen und fundierten Ansatz, um CX-Maßnahmen mit Business-Kennzahlen zu verknüpfen. Anhand eines klar strukturierten Modells zeigt das Buch, wie CX-Werte wie NPS, CSAT oder CES mit wirtschaftlichen Größen wie CLV, CAC oder Churn Rate in Beziehung gesetzt werden können. Zahlreiche Beispiele, Tools und Visualisierungen helfen dabei, CX-Programme strategisch zu verankern, ihre Wirkung zu messen und den ROI überzeugend zu kommunizieren – intern wie extern. Ein unverzichtbarer Leitfaden für alle, die Customer Experience als wirtschaftlich relevanten Erfolgsfaktor verstehen und nutzen wollen.</div>

Wie Kundenerlebnisse zu messbarem Unternehmenserfolg führen

Quick Guide Der ROI von Customer Experience

PRAISE FOR MARKETING 7.0 "Legendary for his insight and foresight, Philip Kotler, with his long-time co-authors Hermawan Kartajaya and Iwan Setiawan, take the next step in their leading-edge marketing series. Building on advances in social media, AI and immersive technology from their previous three editions, Marketing 7.0 creatively applies cognitive science concepts and theories to show how marketers can navigate gateways to the human mind to design more personal, relevant and influential marketing." -KEVIN LANE KELLER, E.B. Osborn Professor of Marketing, Tuck School of Business, Dartmouth College "Marketing 7.0 by Philip Kotler is a visionary guide that captures the next evolution of marketing in the age of AI, sustainability, and humanity. This book is an essential read for anyone who wants to understand where marketing is headed and how to stay ahead of the curve." -HERMANN SIMON, Founder and Honorary Chairman, Simon-Kucher "Marketing 7.0 unites technology and human insight, illustrating how marketing has evolved from products and data to the exploration of the depths of the human mind. By integrating AI, immersive technology, and cognitive science, Philip Kotler redefines marketing as a discipline that goes beyond understanding customers and connects with their thoughts, emotions, and experiences." -ALEXANDER CHERNEV, Professor of Marketing, Kellogg School of Management, Northwestern University

A Guide for Thinking Marketers in the Age of AI

Marketing 7.0

Simple, low-risk experiments for long-term profit growth that you can test right now--from Google's former Chief Evangelist, Nicolas Darveau-Garneau.As a business leader or marketer, if you've been pouring your efforts into efficiency metrics (like customer acquisition cost or return on ad spend) instead of trying to optimize profits, your methodology is unsustainable. In the age of AI, optimizing the wrong key performance indicator can be catastrophic.Whether you work at a Fortune 500 giant, a startup, or a nonprofit, Be a Sequoia, Not a Bonsai gives you a growth playbook that will help you correctly prioritize sustainability over short-term efficiency.With step-by-step guides and hundreds of case studies, Darveau-Garneau will shift how you measure marketing success by teaching you how to: <ul><li>Maximize profitable growth by tracking the right metrics, not vanity metrics.</li><li>Acquire the most valuable customers, not just the most customers.</li><li>Dramatically increase customer lifetime value with practical, scalable strategies.</li><li>Strengthen your brand with modern, profit-driven branding approaches.</li><li>Deliver a customer experience your competitors can't match.</li><li>Build a culture of rapid testing and innovation that keeps you ahead.</li></ul> Nicolas Darveau-Garneau has advised senior executives at more than a thousand companies. He discovered that the fastest-growing 5% all followed these same seven principles. . .The best part? These breakthroughs don't require acquisitions, billion-dollar tech investments, or years of product development. They're simple, testable, affordable, and scalable. And they're all based on one premise: Corporate sequoias prioritize profitable growth, while bonsai concentrate on efficiency and stay small. ". . .a groundbreaking book. Nicolas Darveau-Garneau has distilled thousands of CEO and CMO meetings into a playbook every ambitious leader needs to read--and, more importantly, put into practice every day." --Jasper Malcolmson, Head of Growth at Gusto and Robinhood

The Seven Growth Secrets of the World’s Most Successful Companies

Be a Sequoia, Not a Bonsai

Die Kundenzentrierung ist heute der entscheidende Erfolgsfaktor für Unternehmen. Denn neben Preisstrategie und Leistungsangebot ist sie das zentrale Differenzierungsmerkmal, um sich nachhaltig vom Wettbewerb abzuheben und Kunden in Erinnerung zu bleiben. Mit dem CX/CRM Growth Wheel haben die Leser ein Modell an der Hand, das sie dabei unterstützt, die Bedürfnisse und Erwartungen ihrer Zielgruppen systematisch zu identifizieren und wirksam zu erfüllen. Als Lerninstrument und Self-Assessment-Tool bietet es Verantwortlichen eine Orientierung für eine erfolgreiche CX- und CRM-Transformation durch anerkannte Studien und Fakten in jeder Entwicklungsstufe.
In acht Fachbereichen vermittelt das Modell fundiertes Grundlagen-wissen und erprobtes Praxis-Know-how - genau das, was es braucht, um erfolgreiche Veränderungsprozesse im Unternehmen anzustoßen und konsequent umzusetzen. Der hohe Praxisbezug wird durch vier aufeinander aufbauende Aktionsstufen sichergestellt:
¿ Einsteiger: Wissensaufbau für Entscheidungsfindung &amp; Identifikation von Aktionspotenzial im Unternehmen
¿ Impulsgeber: Bereitschaft für Veränderungsprozesse schaffen und diese als Piloten initialisieren
¿ Wegweiser: Umsatzrelevante Ergebnisse definieren, erzielen und gemeinschaftlich nachverfolgen
¿ Transformierer: Langfristige Effekte durch Erneuerung erzielen und ganzheitliche Veränderungen bewirken

Customer Experience (CX) und Customer Relationship Management (CRM) praktisch anwenden

Retail Marketing offers an up-to-date and accessible approach that balances the key theories with real-world industry practice to show how retailers are operating in today's complex business environment. It covers essential topics of retail marketing and management, beginning with a history of retailing practices to understand the background behind retail's position within society. It then moves on to recent innovations and trends that are leading the field today. Supported by international examples throughout, the textbook also examines topics such as strategy, customer experience, supply chains and merchandising to ensure students gain an understanding of the whole retail process. Written by the BBC's retail expert, Sarah Montano, it also covers important discussions of ethics in retailing, sustainability considerations as well as multi-channel methods including the combined use of physical and digital channels in 'phygital' retail. Real-world examples from Cadbury, Tiffany and Co, Wilko and H&amp;M Ginza, Japan, and vignettes from industry professionals and customers ensure students put their understanding of the theory into practice. Retail Marketing includes in-text learning features such as learning outcomes, a glossary and exercise questions. It is supported by online resources of PowerPoint slides, multiple choice questions, videos and interactive diagrams. This textbook is ideal for postgraduate students taking modules on Retail Marketing as part of their Retail or Marketing degrees.

Contemporary Approaches to Retailing in the Digital and Experience Economy

Retail Marketing

HBR's 10 Must Reads

Put customers at the core of your business.If you read nothing else on marketing, read this book. We've chosen a new selection of current and classic Harvard Business Review articles that will help you connect better with your established customers, develop offerings that attract new ones, and unlock opportunities for growth.This book will inspire you to: <ul><li>Align your sales and marketing teams for maximum impact</li><li>Measure the real-world value of customer loyalty</li><li>Blend human and machine intelligence to manage your brand</li><li>Reap the benefits of psychological targeting, ethically</li><li>Develop influencer campaigns that generate real returns</li><li>Build a customer strategy around personalization</li></ul>This collection of articles includes "Marketing Myopia," by Theodore Levitt; "Net Promoter 3.0," by Fred Reichheld, Darci Darnell, and Maureen Burns; "Analytics for Marketers," by Fabrizio Fantini and Das Narayandas; "Personalization Done Right," by Mark Abraham and David C. Edelman; "What Psychological Targeting Can Do," by Sandra Matz; "Why CMOs Never Last," by Kimberly A. Whitler and Neil A. Morgan; "Are Your Marketing and Sales Teams on the Same Page?," by Kelsey Raymond; "How AI Can Power Brand Management," by Julian De Freitas and Elie Ofek; "Attract New Customers Without Alienating Your Old Ones," by Ryan Hamilton and Annie Wilson; "Does Influencer Marketing Really Pay Off?," by Fine F. Leung, Jonathan Z. Zhang, Flora F. Gu, Yiwei Li, and Robert W. Palmatier; "The Right Way to Build Your Brand," by Roger L. Martin, Jann Schwarz, and Mimi Turner; "Is Your Marketing Organization Ready for What's Next?," by Omar Rodríguez-Vilá, Sundar Bharadwaj, Neil A. Morgan, and Shubu Mitra.HBR's 10 Must Reads are definitive collections of classic ideas, practical advice, and essential thinking from the pages of Harvard Business Review. Exploring topics like disruptive innovation, emotional intelligence, and new technology in our ever-evolving world, these books empower any leader to make bold decisions and inspire others.This Updated and Expanded edition features new, breakthrough articles, additional short-form pieces, and a detailed discussion guide to give you and your team the tools you need for sustained success.

HBR's 10 Must Reads on Marketing

Unmapping Customer Journeys

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