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A customer-oriented manager for B2B services
Author
Title
A customer-oriented manager for B2B services / Valérie Mathieu.
ISBN
9781119902430
1119902436
9781786307576
Publication
London, UK : ISTE, Ltd. ; Hoboken, NJ : Wiley, 2022.
Physical Description
1 online resource.
Local Notes
Access is available to the Yale community.
Access and use
Access restricted by licensing agreement.
Summary
The notion of customer orientation is becoming a necessity rather than a choice for many companies. It is a lasting response to competitive pressure and supports the company in a renewed definition of its mission, beyond direct economic gain. Within B2B services, the manager, through proximity to their team, their market and their client, is the essential actor in the deployment of this orientation. A Customer-oriented Manager for B2B Services provides managers with the knowledge and tools necessary to implement customer orientation themselves, with the involvement of their extended team. To this end, this book presents a four-step approach: understand the fundamentals of customer orientation in B2B services, know the customer, make the most of the offer and deliver the service.
Variant and related titles
O'Reilly Safari. OCLC KB.
Format
Books / Online
Language
English
Added to Catalog
May 03, 2022
Series
Innovation, entrepreneurship and management series
Bibliography
Includes bibliographical references and index.
Contents
Understanding the Fundamentals of Customer Orientation in B2B Services. Understanding the Fundamentals of Customer Orientation in B2B Services
Customer Orientation
Reality and Challenges of Service
Markers of B2B
Knowing the Customer. Knowing the Customer
Modeling the Industrial Sector
Understanding the Purchase
Identifying Service Targets
Making the Most of the Offer. Making the Most of the Offer
Acting Against the Risk of Commoditization
Formalizing Your Offer
Taking Care of One Commercial Action
Delivering the Service. Delivering the Service
Unlocking Human Potential
Managing Service Operations
Marketing the Tangibles
Conclusion
References
Index
Other titles from iSTE in Innovation, Entrepreneurship and Management
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