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Innovationen im Service
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Welche Innovationen knnen den Kundenservice wirklich verbessern? Ingo Scheidweiler, erfahrener Experte fr die Steigerung von Servicequalitt, hat sieben zentrale Themen identifiziert: Dazu gehren technologische Serviceinnovationen ebenso wie die aktuellen Trends im Bereich Mobile Videos, Social Communities, Wikis und Twitter, eine verstrkte Kundenintegration, die Einfhrung von Verkauf im Service, kundenwertbasierte Kontaktverteilung, integriertes Performance Management sowie Homeshoring statt Offshoring. Gemeinsam mit Co-Autor Matias Musmacher prsentiert er anschauliche Praxisflle und zeigt anhand konkreter Projektplne und ROI-Kalkulationen, wie jedes dieser Projekte in der Umsetzung zum Erfolg werden kann.
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