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Hood C: Unmapping Customer Journeys

Unmapping Customer Journeys

A Framework for Adaptive CX

This book is grounded in the Customer Experience Professionals Association (CXPA) framework and addresses the core questions CX practitioners face across its domains. It explores how to design experiences that endure (Customer Understanding &amp; Experience Design), how to align strategy, culture, governance, and metrics to consistently deliver on the brand promise (CX Strategy, Culture &amp; Accountability, Metrics &amp; Measurement), and how to mobilize people, processes, and creative capabilities to drive innovation and sustainable growth (Organizational Adoption &amp; Enablement).

The Nine Golden Rules for CX Success

FOM-Edition

Dieses Buch leistet einen Beitrag für ein zukunftsorientiertes Kundenmanagement im Vertrieb mit Case Studies zu ausgewählten Themen wie der Integration von Marketing und Vertrieb, dem Solution Selling, dem E-Commerce, dem Key Account Management, dem Customer Success Management, den Einflussfaktoren auf die Kaufabsicht sowie den Erfolgsfaktoren für ein CRM-System. Die Grundlage für diese Case Studies sind empirische Studien mit zahlreichen Unternehmen der B2B- und B2C-Industrie. Auf diese Weise erhalten die Case Studies ein wissenschaftliches Fundament und sind für die Unternehmenspraxis von hoher Relevanz.Aufgrund der Bedeutung des Kundenmanagements für die Unternehmenspraxis beleuchten die Autoren das Thema in einem weiteren Buch, das unter dem Titel „Effektives Kundenmanagement im digitalen Wandel“ den Fokus auf Marketingmaßnahmen richtet. Auch dieses Werk erscheint in der Reihe FOM-Edition.Nicht nur für Führungskräfte und Mitarbeitende im Kundenmanagement, sondern auch für Studierende bietet das vorliegende Buch einen Mehrwert, da es validierte Erfolgsfaktoren für ein effizientes Kundenmanagement im Vertrieb aufzeigt. Studierende der Wirtschaftswissenschaften können durch das Buch zudem ihre Kenntnisse im Vertrieb sowie im Kundenmanagement vertiefen.Der Inhalt<ul><li>Grundlagen des Kundenmanagements</li><li>Methodisches Vorgehen bei einer quantitativen Studie</li><li>Zahlreiche Case Studies zum Kundenmanagement im Vertrieb&nbsp;</li></ul>
 Die Autoren
 Prof. Dr. Wolf-Dieter Hiemeyer
 hat eine Professur für Marketing- und Vertriebsmanagement an der FOM Hochschule in München. Seine Forschungsschwerpunkte liegen im Bereich des Kundenmanagements mit zahlreichen empirischen Projekten. Vor seiner wissenschaftlichen Tätigkeit war er über 20 Jahre in verschiedenen Managementpositionen im Marketing und Vertrieb in der B2B-Industrie im In- und Ausland beschäftigt. Neben seiner Dozententätigkeit unterstützt er heute als selbständiger Unternehmensberater Industrieunternehmen bei strategischen und operativen Marketing- und Vertriebsprojekten.
 Christoph Seidl M.Sc.
 absolvierte sein Masterstudium an der FOM Hochschule in München. Seine Forschungsarbeit zu Erfolgsfaktoren von Abo-Modellen wurde mit dem MasterAward der gfo sowie dem Alfred-Gerardi-Gedächtnispreis ausgezeichnet. Er arbeitete über 16 Jahre in einem der größten deutschen Medienhäuser. Dort verantwortete er zuletzt die Leitung der Formatentwicklung. Heute unterstützt er mittelständische Unternehmen dabei, KI-gestützte Erzählformate und kanalübergreifende Content-Projekte für Websites, Social Media und Newsletter umzusetzen.

CRM, Solution Selling, E-Commerce und Key Account Management als Erfolgsfaktoren

Zukunftsorientiertes Kundenmanagement im Vertrieb

This book provides insight into the luxury yacht (or superyacht) tourism market and industry.&nbsp;Superyacht tourism is a distinct form of tourism by virtue of the fact that luxury yacht consumers (guests) receive a bespoke vacation experience co-created with both the yachts’ crew and associated allied agencies. Elaborating on these co-created superyacht experiences, the book explores the inputs of both guests and stakeholders and is unique in three main ways.&nbsp;&nbsp; Firstly, it presents insight into the luxury value proposition all the way from yacht design through to ownership, staffing, charter management and consumption. Secondly, it presents an understanding of the luxury yacht market proposition through the unifying framework of customer experience. In doing so the book follows the shift in focus from the material and symbolic elements of luxury towards the experiential element. Finally, the book incorporates both academic and industry expert insights into the co-creation of luxury yacht experiences.Russell Williams
 is a Senior Lecturer in Management at the University of Aberdeen, UK.
 Dr Tatiana Gladkikh 
 is a Lecturer in Management at the University of Aberdeen, UK.

This book provides insight into the luxury yacht (or superyacht) tourism market and industry.&nbsp;Superyacht tourism is a distinct form of tourism by virtue of the fact that luxury yacht consumers (guests) receive a bespoke vacation experience co-created with both the yachts’ crew and associated allied agencies. Elaborating on these co-created superyacht experiences, the book explores the inputs of both guests and stakeholders and is unique in three main ways.&nbsp;&nbsp; Firstly, it presents insight into the luxury value proposition all the way from yacht design through to ownership, staffing, charter management and consumption. Secondly, it presents an understanding of the luxury yacht market proposition through the unifying framework of customer experience. In doing so the book follows the shift in focus from the material and symbolic elements of luxury towards the experiential element. Finally, the book incorporates both academic and industry expert insights into the co-creation of luxury yacht experiences.

Exploring the Superyacht Market

Co-creating Luxury Customer Experiences in Tourism

Successful User Experience: Strategy and Roadmaps, Second Edition provides a hands-on guide for pulling all of the User Experience (UX) pieces together to create a strategy that includes tactics, tools, and methodologies. Leveraging material honed in user experience courses and over 35 years in the field, the author explains the value of strategic models to refine goals against available data and resources. You will learn how to think about UX from a high level, design the UX while setting goals for a product or project, and how to turn that into concrete actionable steps. This book demonstrates how to translate high-level planning into concrete, actionable steps. It explains the connection between Design Thinking and creating a great user experience, and guides the reader in setting effective UX goals for their product or project You’ll learn how to choose the right tools and methodologies at each stage of the product lifecycle. Starting with UX acceptance as a foundation, the book builds on this with practical steps and real-world case studies, helping you develop a comprehensive strategy-from the big picture of product design, development, and commercialization, to leveraging UX for stronger, more successful products.

Strategies and Roadmaps

Successful User Experience

Since the original publication of Building A Storybrand, over one million business leaders have discovered Donald Miller's powerful Storybrand Framework and they are making millions. Now, the classic resource for connecting with customers has been fully revised and updated, making it even more powerful to prepare you for today's challenges.

Since the original publication of Building A Storybrand, over one million business leaders have discovered Donald Miller’s powerful Storybrand Framework and they are making millions.  Now, the classic resource for connecting with customers has been fully revised and updated, making it even more powerful to prepare you for today’s challenges.

Clarify Your Message So Customers Will Listen

Building a StoryBrand 2.0

Management for Professionals

Customer management has taken on entirely new forms since digitalization. This brand-new CRM book is dedicated to the latest approaches that dominate sales, marketing, and service in this era of digitalization. Topics include Omni-Channel or mobile CRM concepts, Big Data and social media tools, new customer experience or loyalty approaches, and Artificial Intelligence, etc. 


In this forward-looking, practice-oriented, and conceptually sound customer relationship management book, readers will learn about future developments in customer management using digital CRM (dCRM), product, and service optimization. The book also focuses on sales management and the improvement of sales performance through radical customer orientation. The chapters are written by, and for, academic, consulting, and company experts who appreciate a theoretical and practical approach to the topic.

Design and Use of Digital Customer Interface in Marketing, Sales and Service

CRM Goes Digital

Future of Business and Finance

This open access book investigates how digitalization and service infusion are changing service provision and the customer experience. It highlights the central role of service management and service innovation in making these changes not only appear in theory but also implementing them in business practice. At the beginning of the 21st century, many manufacturing firms struggled to exploit the financial potential of service businesses, a phenomenon described as the service paradox. While many manufacturing firms are still struggling with this paradox, several firms (both service and manufacturing firms) are simultaneously struggling with digitalization. This phenomenon can be viewed as the digitalization paradox, i.e., as a situation in which companies invest in digitalization but struggle to reach the expected revenue growth. By applying the lens of service innovation to digitalization and service infusion, the book showcases how firms can overcome the service and digitalization paradoxes, transform service provision, and improve the customer experience. It&nbsp;offers comprehensive coverage, blending literature reviews, conceptualizations, empirical illustrations, and case studies to offer a multifaceted perspective on corporate strategies, illuminating pathways to address the challenges posed by the service and digitalization paradoxes.&nbsp;Built on the latest research from the CTF – Service Research Center at Karlstad University, Sweden, this book offers a valuable resource for managers seeking practical strategies and approaches to enhance their understanding and implementation of service management and marketing principles. It will also appeal to academics with an interest in service management and marketing.&nbsp;

Digitalization, Service Infusion and Customer Experience

Service Innovation and Management

Wenn du schon "alles probiert" hast - Social Media, Anzeigen, Funnels - und trotzdem das Gefühl hast, ständig neuen Kund:innen hinterherrennen zu müssen, ist "Die Loyalitätsformel" genau dein Buch. Statt noch mehr Marketing-Hype zeigt dir Manuel Spors, wie du mit den Kund:innen, die du bereits hast, stabile Umsätze, Empfehlungen und planbare Auslastung aufbaust.

Du lernst Schritt für Schritt, wie du deine Bestandskunden analysierst, echte Loyalität aufbaust und daraus ein System machst, das immer wieder zu Folgeaufträgen, Zusatzverkäufen und Weiterempfehlungen führt - ohne Dauerstress in der Neukundenjagd. Verständliche Beispiele, klare Anleitungen und konkrete Formulierungen helfen dir, das Gelesene direkt in deinem Business umzusetzen.

Ideal, wenn du Unternehmer:in, Selbstständige:r, Coach, Berater:in, Kreative:r oder Dienstleister:in bist und dir ein Business wünschst, das ruhiger, planbarer und profitabler läuft - mit Kund:innen, die gern bleiben statt nur einmal kaufen.

Umsatz ohne Neukundenjagd

Die Loyalitätsformel

Mastering Fashion Management

This new book is designed to provide a practical and comprehensive guide to fashion entrepreneurship, empowering readers to transform their creative ideas into a viable fashion business.Providing a comprehensive overview of both the commercial and creative aspects to building a fashion business, this textbook also incorporates perspectives on the major sustainability and ethical issues that are salient in the fashion industry today. Chapters cover a wide range of topics, including customer discovery and validation, the Lean Startup approach and minimum viable products, research strategies, market and trend analysis, sustainable sourcing and ethical supply chains, branding and marketing, e-commerce, legal and financial considerations, leadership and organisational culture, performance measurement and strategies for global expansion. Each chapter includes pedagogical features such as learning objectives, summaries, discussion questions and suggested further reading lists, which help to reinforce these key concepts. Case studies, learning activities and real-world examples are also featured throughout this book, allowing students and practitioners to apply these concepts to their own businesses.This textbook provides key reading for undergraduate and postgraduate students studying fashion entrepreneurship, fashion business, fashion management studies and related disciplines. It is also suitable for aspiring fashion entrepreneurs and professionals within the fashion industry seeking to learn about new business models, sustainability and innovation in the fashion and textile industry.Online resources for this textbook include slide decks, instructor manuals and a test bank for each chapter, as well as course guides for the entire book.

Principles and Practice

Fashion Entrepreneurship

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.&nbsp;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.Naushaba Chowdhury has more than two decades of extensive experience in B2B marketing within the garment manufacturing and sourcing sectors in Bangladesh, Cambodia, and the UK. She is an Associate Lecturer at the University of the West of Scotland (UWS) teaching marketing and management modules.Pravin Balaraman is a Reader (Associate Professor) in Marketing at the University of the West of Scotland (UWS). He leads the Business School's initiatives in Transnational Education and Mobility. Prior to this role, he served as a tutor for MBA programs at the University of Strathclyde.Jonathan Liu is co-founder and Executive Dean of the International Business School in Sale, Manchester, UK. He is an Adjunct Professor with the University of Wales, Trinity St David London. He researches on Entrepreneurship, Heritage, and Performance Management. Jonathan has over 40 years of academic and administrative management experience in Higher Education.Ibrahim Sirkeci is a leading scholar and practitioner with an exceptional background in migration studies, transnationalism, and international business strategy. He is an academic leader and entrepreneur. Ibrahim Sirkeci is currently Director of International Business School, Manchester, UK.&nbsp;He is also adjunct Professor at Hamburg University, Germany.Jonathan A.J. Wilson is an award-winning practitioner and academic with two doctorates – specialising in what he calls the ABCDs: Advertising, Branding, Communication, and Digital. Having graduated from the faculties of Science, Art &amp; Design, Business, and Humanities, he champions the art of Science and the science of Art.

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.&nbsp;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

This practical undergraduate textbook is ideal for understanding data-driven, analytical marketing skills. Principles of Marketing Analytics is an introductory textbook for undergraduate and postgraduate marketing students. Ijeoma Onwumere takes readers from foundational principles to applied insights of marketing analytics, developing the analytical mindset and confidence to make evidence-based marketing decisions. This textbook explains how data drives segmentation, targeting, campaign optimization, and forecasting, bridging marketing theory with analytical practice. Students will learn to collect, analyse and interpret data and explore how technologies such as machine learning and generative AI are transforming the discipline. Designed for both classroom learning and independent study, this textbook aligns with undergraduate modules in marketing analytics and digital marketing. It includes: - Frameworks including AIDA Model (Awareness, Interest, Desire, Action), CRO (conversion rate optimization) and TBL (triple bottom line) for applying analytics to marketing challenges
- Real-world examples from Netflix, Walmart, Airbnb, Sephora, Nike and more that connect theory and practice and shows how data-driven insights power measurable impact
- Exercises, discussion questions, and chapter summaries to consolidate learning
- Key terms list and key learning points for quick review
- Online resources for lecturers, including slides and a teaching guide Whether studying marketing analytics or preparing for a data-informed career, Principles of Marketing Analytics equips students with the skills to make confident, data-driven marketing decisions.

Understand Data-Driven Decision-Making

Principles of Marketing Analytics

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

Unmapping Customer Journeys

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