Centro de Documentacion de Fundación MAPFRE - Co-opting customer competence

Notes: Customers as a source of competence: encouraging active dialogue,mobilizing customer communities, managing customer diversity, cocreating personalized experiences -- Managing personalized experience: managing multiple channels of experiences, managing variety and evolution, shaping customers' expectations -- Customers as competitors -- Preparing the organizationRelated records: En: Harvard business review. - Boston. - January-February 2000 ; p. 79-87Materia / lugar / evento: Servicio al cliente Satisfacción del cliente Cooperación Fidelización de clientes Competencia Otros autores: Ramaswamy, Venkatram
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