Customer centric support services in the digital age: The next frontier of competitive advantage

Recommended by: Varsha Jain

Content:

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