Búsqueda

The B2B customer experience blueprint : reaping the benefits of a tailored customer experience

<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/MARC21/slim http://www.loc.gov/standards/marcxml/schema/MARC21slim.xsd">
  <record>
    <leader>00000cam a22000004  4500</leader>
    <controlfield tag="001">MAP20110059477</controlfield>
    <controlfield tag="003">MAP</controlfield>
    <controlfield tag="005">20111011161202.0</controlfield>
    <controlfield tag="008">111011s2011    usa|| p      |0|||b|eng d</controlfield>
    <datafield tag="040" ind1=" " ind2=" ">
      <subfield code="a">MAP</subfield>
      <subfield code="b">spa</subfield>
      <subfield code="d">MAP</subfield>
    </datafield>
    <datafield tag="084" ind1=" " ind2=" ">
      <subfield code="a">922.111</subfield>
    </datafield>
    <datafield tag="245" ind1="1" ind2="4">
      <subfield code="a">The B2B customer experience blueprint</subfield>
      <subfield code="b">: reaping the benefits of a tailored customer experience</subfield>
    </datafield>
    <datafield tag="260" ind1=" " ind2=" ">
      <subfield code="a">New York [etc.]</subfield>
      <subfield code="b">Accenture</subfield>
      <subfield code="c">2011</subfield>
    </datafield>
    <datafield tag="520" ind1=" " ind2=" ">
      <subfield code="a">Weve long understood in business-to-consumer (B2C) industries that a positive service experience provides competitive advantage in customer acquisition and retention. Yet, customer experience management is emerging as a critical component of success in business-to-business (B2B) industries as well. In fact, recent research reveals that half of B2B firms top executives say customer experience management is a competitive differentiator and influences major decision-making</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080536329</subfield>
      <subfield code="a">B2B</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080593483</subfield>
      <subfield code="a">Servicio al cliente</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080600167</subfield>
      <subfield code="a">Captación de clientes</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080606091</subfield>
      <subfield code="a">Estrategia empresarial</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080614126</subfield>
      <subfield code="a">Fidelización de clientes</subfield>
    </datafield>
    <datafield tag="650" ind1=" " ind2="1">
      <subfield code="0">MAPA20080594312</subfield>
      <subfield code="a">Ventaja competitiva</subfield>
    </datafield>
    <datafield tag="710" ind1="2" ind2=" ">
      <subfield code="0">MAPA20080436353</subfield>
      <subfield code="a">Accenture</subfield>
    </datafield>
  </record>
</collection>