Customer Engineering
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Digital Customer Experience Engineering
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Author : Lars Wiedenhoefer
language : en
Publisher:
Release Date : 2021
Digital Customer Experience Engineering written by Lars Wiedenhoefer and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021 with categories.
Customer experience engineering applied to the engineering department is rare, but needed. Most companies keep support, UX, engineering, product, and CX separate. To address this gap, this book highlights roles and techniques that are proven to accelerate issue detection and prevention by 30% or more. With the author's vast experience in tech support, he has developed techniques and skills that allow engineers to gain customer insights faster and through new and insightful sources that are within their reach. You will develop a deep understanding of the impact of issues; understand and optimize the speed of the engineering feedback loop (issue resolution time); and develop the ability to calculate the cost of the issues or customer friction to the business (in aggregate and on a case-by-case basis). Organizations can save significant money and add additional revenue by addressing customer friction proactively in collaboration with product, engineering, and site reliability engineering (SRE) functions and reduce the average time of an issue resolution by 80%. The cross-functional leadership, mentoring, and engineering techniques you'll learn from this proactive stance are very valuable and teachable, and this book will show you the path forward.
Customer Engineering
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Author : David B. Frigstad
language : en
Publisher: Oasis Press
Release Date : 1995
Customer Engineering written by David B. Frigstad and has been published by Oasis Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995 with Business & Economics categories.
Customer Engineering teaches the author's groundbreaking six-step process for improving sales and becoming customer-focused. It successfully integrates sales and marketing strategies with engineering measurement principles to provide companies with maximum return on their efforts. Developed primarily for high-tech marketers or product managers.
The Curated Experience
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Author : Amas Tenumah
language : en
Publisher: Bien Publishing
Release Date : 2014-07-14
The Curated Experience written by Amas Tenumah and has been published by Bien Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-07-14 with Business & Economics categories.
We are in the age of the empowered customer. There are more and more customer choices, greater and greater demands on organizations. Your Customers want to contact you utilizing an ever-growing number of channels, but still expect a continual and contextual conversation with you throughout their journey. The expectations from your customer is no longer to just resolve their issues on the first try, but instead to anticipate their next need. The stakes for customer facing organizations are getting higher and higher. Fortunately, there are more opportunities today to delight customers than at any time in history. In my book, I make the case that customer experience is not just a differentiator – it is the reason your organization exists. Profits and long-term growth are by-products of delighting customers. Whether you support customers through a call center or you are an army of one you will learn how to create an environment that is intentional about delighting customers. We will explore the three vital components to achieve this – liberating structures, data driven technology and empowered people. The Curated Experience: Engineering Customer Service to Build Loyalty teaches us that it is about intentionally crafting a better Customer Experience.
Digital Customer Experience Engineering
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Author : Lars Wiedenhoefer
language : en
Publisher: Apress
Release Date : 2021-08-13
Digital Customer Experience Engineering written by Lars Wiedenhoefer and has been published by Apress this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-08-13 with Computers categories.
Customer experience engineering applied to the engineering department is rare, but needed. Most companies keep support, UX, engineering, product, and CX separate. To address this gap, this book highlights roles and techniques that are proven to accelerate issue detection and prevention by 30% or more. With the author's vast experience in tech support, he has developed techniques and skills that allow engineers to gain customer insights faster and through new and insightful sources that are within their reach. You will develop a deep understanding of the impact of issues; understand and optimize the speed of the engineering feedback loop (issue resolution time); and develop the ability to calculate the cost of the issues or customer friction to the business (in aggregate and on a case-by-case basis). Organizations can save significant money and add additional revenue by addressing customer friction proactively in collaboration with product, engineering, and site reliability engineering (SRE) functions and reduce the average time of an issue resolution by 80%. The cross-functional leadership, mentoring, and engineering techniques you’ll learn from this proactive stance are very valuable and teachable, and this book will show you the path forward. What You Will Learn Gain the techniques and tools necessary to validate customer journey success in production Contribute to customer-centric key performance indicators (KPIs) on executive dashboards Create meaningful insights and data points that allowed the feedback loop to be optimized and efficient Who This Book is For Professionals participating in the value stream of digital software engineering for the benefit of customer experiences, directly or indirectly. You may be an engineer practicing DevOps or site reliability, or you might be a product owner, UX designer, or researcher. You might be working in support and seeking for new ways to engage with your engineering teams.
Scenario Focused Engineering
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Author : Austina De Bonte
language : en
Publisher: Microsoft Press
Release Date : 2014-12-01
Scenario Focused Engineering written by Austina De Bonte and has been published by Microsoft Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-12-01 with Computers categories.
Blend the art of innovation with the rigor of engineering Great technology alone is rarely sufficient to ensure a product’s success. Scenario-Focused Engineering is a customer-centric, iterative approach used to design and deliver the seamless experiences and emotional engagement customers demand in new products. In this book, you’ll discover the proven practices and lessons learned from real-world implementations of this approach, including why delight matters, what it means to be customer-focused, and how to iterate effectively using the Fast Feedback Cycle. In an engineering environment traditionally rooted in strong analytics, the ideas and practices for Scenario-Focused Engineering may seem counter-intuitive. Learn how to change your team’s mindset from deciding what a product, service, or device will do and solving technical problems to discovering and building what customers actually want. Improve the methods and mindsets you use to: Select a target customer to maximize carryover Discover your customer’s unarticulated needs Use storytelling to align your team and partners Mitigate tunnel vision to generate more innovative ideas Use experimentation to fail fast and learn Solicit early and ongoing feedback Iterate using a funnel-shaped approach Manage your projects around end-to-end experiences Build a team culture that puts the customer first
Customer Engineering
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Author : Frost & Sullivan Market Intelligence
language : en
Publisher:
Release Date : 1995-10-01
Customer Engineering written by Frost & Sullivan Market Intelligence and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995-10-01 with categories.
Quality Of Experience Engineering For Customer Added Value Services
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Author : Abdelhamid Mellouk
language : en
Publisher: John Wiley & Sons
Release Date : 2014-07-09
Quality Of Experience Engineering For Customer Added Value Services written by Abdelhamid Mellouk and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-07-09 with Technology & Engineering categories.
The main objective of the book is to present state-of-the-art research results and experience reports in the area of quality monitoring for customer experience management, addressing topics which are currently important, such as service-aware future Internet architecture for Quality of Experience (QoE) management on multimedia applications. In recent years, multimedia applications and services have experienced a sudden growth. Today, video display is not limited to the traditional areas of movies and television on TV sets, but these applications are accessed in different environments, with different devices and under different conditions. In addition, the continuous emergence of new services, along with increasing competition, is forcing network operators and service providers to focus all their efforts on customer satisfaction, although determining the QoE is not a trivial task. This book addresses the QoE for improving customer perception when using added value services offered by service providers, from evaluation to monitoring and other management processes.
Decision Based Design
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Author : Wei Chen
language : en
Publisher: Springer Science & Business Media
Release Date : 2012-08-22
Decision Based Design written by Wei Chen and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-08-22 with Technology & Engineering categories.
Building upon the fundamental principles of decision theory, Decision-Based Design: Integrating Consumer Preferences into Engineering Design presents an analytical approach to enterprise-driven Decision-Based Design (DBD) as a rigorous framework for decision making in engineering design. Once the related fundamentals of decision theory, economic analysis, and econometrics modelling are established, the remaining chapters describe the entire process, the associated analytical techniques, and the design case studies for integrating consumer preference modeling into the enterprise-driven DBD framework. Methods for identifying key attributes, optimal design of human appraisal experiments, data collection, data analysis, and demand model estimation are presented and illustrated using engineering design case studies. The scope of the chapters also provides: A rigorous framework of integrating the interests from both producer and consumers in engineering design, Analytical techniques of consumer choice modelling to forecast the impact of engineering decisions, Methods for synthesizing business and engineering models in multidisciplinary design environments, and Examples of effective application of Decision-Based Design supported by case studies. No matter whether you are an engineer facing decisions in consumer related product design, an instructor or student of engineering design, or a researcher exploring the role of decision making and consumer choice modelling in design, Decision-Based Design: Integrating Consumer Preferences into Engineering Design provides a reliable reference over a range of key topics.
Client Encounters Of The Technical Kind
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Author : Andrew K Betts
language : en
Publisher:
Release Date : 2015-07-20
Client Encounters Of The Technical Kind written by Andrew K Betts and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-07-20 with categories.
There's more to technical work than technology, as anyone in contact with clients will know, and this book helps 'Customer-Facing Engineers' with the challenge. Based on work with leading high-tech companies, it gives a clear structure to Sales and Support work, and also tackles delicate issues, such as standing up to difficult customers.
The Customer Centric Enterprise
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Author : Mitchell M. Tseng
language : en
Publisher: Springer Science & Business Media
Release Date : 2011-06-27
The Customer Centric Enterprise written by Mitchell M. Tseng and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-06-27 with Business & Economics categories.
Companies are being forced to react to the growing individualization of demand. At the same time, cost management remains of paramount importance due to the competitive pressure in global markets. Thus, making enterprises more customer centric efficiently is a top management priority in most industries. Mass customization and personalization are key strategies to meet this challenge. Companies like Procter&Gamble, Lego, Nike, Adidas, Land's End, BMW, or Levi Strauss, among others, have started large-scale mass customization programs. This book provides insight into the different aspects of building a customer centric enterprise. Following an interdisciplinary approach, leading scientists and practitioners share their findings, concepts, and strategies from the perspective of design, production engineering, logistics, technology and innovation management, customer behavior, as well as marketing.