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Full Description
This book explores how customer service can become the singular competitive differentiator for organizations in the digital era.
Given the pace of digitization and the rise in customer expectations post-pandemic, organizations must focus on customer-centricity in all functions in the digital age, providing factors, enablers, and processes for customer service and sharing best practices based on research from global experts.
The book is a valuable resource for students and researchers keen on understanding the new digital landscape in customer service to develop, maintain, and enhance customer relationships.
Contents
Chapter 1 - Customer-Centric Support Services: An Introduction to the next frontier for competitive advantage in the digital era.- Chapter 2 - Customer-Centric Support Services in the Digital Era.- Chapter 3 - Information as a Service for Consumer Decision Making.- Chapter 4 - The role of service design in enhancing marketing-customer service collaboration.- Chapter 5 - Digital strategies for aiding ease of decision-making in service.- Chapter 6 - Multichannel Consumer Service Integration of Recommendation Systems.- Chapter 7 - The Double-Edged Sword of Innovation for B2B Salespeople: A Conceptual Exploration of how B2B Salespeople fear Innovation.- Chapter 8 - Co-Creating Aftermarket Value in the Digital Era: Managing Transformative Customer Relationships Through Stakeholder Engagement.- Chapter 9 - Enhancing Upselling and Cross-selling in Business-to-Business Markets: The Critical Need to Integrate Customer Service and Sales Function.- Chapter 10 - Frontline Service Staff in the Digital Era: Managing a Human-Robotic Workforce.- Chapter 11 - . Navigating through the Digital Gates: Customer-centric Services and Wellbeing Business Environment.- Chapter 12 - Customer service opportunities & challenges in the post-pandemic world.
