Download Cliente e Service Management (Cultura di impresa) (Italian by Enrico Valdani PDF

By Enrico Valdani

Le imprese esistono solo perch hanno un cliente da servire: il loro scopo generare valore sostenibile, servendolo in modo straordinario e appassionato. Perch alcune imprese di servizi sono migliori di altre nel servire los angeles loro clientela? los angeles risposta suggerita da Cliente & carrier administration di progettare e gestire unŐimpresa proattiva e purchaser responsive. los angeles responsiveness, los angeles centralit della clientela, non sollecitano l. a. formulazione di principi e dichiarazioni accattivanti, ma l. a. risposta efficace a tre incalzanti domande: chi nellŐimpresa responsabile della clientela? Chi e come, nellŐimpresa, misura l. a. redditivit generata dai clienti? Come viene progettata e gestita una proposizione di valore irresistibile? los angeles proattivit, l. a. capacit di anticipare ed erogare soluzioni non tradizionali e cutting edge, riconoscibile invece nella sua architettura organizzativa e nei suoi processi di entrance e again place of work, che sono disegnati e gestiti direttamente, ponendo al centro i clienti, i loro bisogni e le loro aspettative. In questa impresa il suo personale si considera un servus, nel significato pi nobile attribuibile a questa espressione, che implica una vocazione appassionata nel mettersi a disposizione della clientela consistent with cogenerare una proposizione di valore straordinaria, perch unica e di grande qualit.

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