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Addressing Customer Paradoxes in the Digital World [French] [Paperback]

Eric Falque , Sarah Jayne Williams

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Book Description

27 July 2012

The recent developments in the digital world are resulting in a shift in customer behaviour, which requires a perceptible change in gear. For instance, it is almost impossible nowadays to correctly identify a customer from multiple online profiles and identities.

There is today a significant challenge in ensuring that customer contacts are tailored and relevant while balancing the costs.

This book offers some suggestions and solutions as well as a prospective point of view.

Product details

  • Paperback
  • Publisher: Pearson Education France; 1 edition (27 July 2012)
  • Language: French
  • ISBN-10: 2744064882
  • ISBN-13: 978-2744064883
  • Product Dimensions: 20.8 x 14.6 x 1.8 cm
  • Amazon Bestsellers Rank: 1,704,964 in Books (See Top 100 in Books)

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Product Description

About the Author

Eric Falque is the Firmwide Service Lines & Customer Management Leader at BearingPoint. As a consultant for nearly 20 years, he has led several global customer centric transformation projects. He is the author of several publications and the leader of the BearingPoint Institute, an International Research centre.

Sarah-Jayne Williams is a Director of Management Consulting at BearingPoint. She has been formerly awarded UK Marketing Consultant of the Year by the MCA and The Sunday Times.


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