The Value Profit Chain - Treat Employees Like Customers and Customers Like

Basically, it is a way of looking at business through the eyes of clients and what their specific needs require. By viewing processes in this manner, it is easy to identify areas of improvement.

This book covers a practical BPM approach. It explains in simple language how teams actually build business processes with today's software. Today's IT strategies are very complicated and it's hard to determine the correct approach for solving problems. The book clarifies how BPM and Business rules software works. Also, it explains how these solutions should fit together. If your company is considering BPM, this book will show you how to make it happen.

This book is truly unique and like no other. It provides step-by-step guidelines on how to actually do BPM projects. The framework gives you confidence that all aspects will be addressed during a project.

This book helps you understand the challenges of being successful in various organizations, it is very pragmatic and highly recommended for any BPM professional.

Sport and leisure managers need to understand the financial side of their industry to offer the most cost-effective facilities and to make sound business decisions. However, to the non-expert the language and practice of finance is often bewildering and perceived as complicated, difficult and impenetrable. This textbook guides the reader through the maze of financial terms and concepts, illustrating theory with examples drawn specifically from sport-based contexts to make this the most relevant, transparent and helpful handbook for students of leisure management available.

Written by experts in accounting and sport management, this book enables readers to work through the subject at their own pace, with case studies, worked examples and self-tests to ensure students can apply their knowledge to industry-specific situations. Ideal for students on sport and leisure management courses, this book will also be valuable to practising managers who need a quick-reference guide to everyday financial questions.

“This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It’s more than refreshing to read the multiple case studies and well thought out approach and to hear the experienced voices of these authors. You’ve spent way too much time reading this endorsement. Read the book instead. It’s so worth it.”
—Paul Greenberg, author of CRM at the Speed of Light

“To differentiate yourself and delight your customers, you must manage your customers’ experience with your goods or services, and your company. This invaluable book will show you why you must do this, and how to do it well.”
—Henry Chesbrough, author of Open Innovation and Professor at the Haas School of Business, University of California Berkeley

“Technology advances are raising the human expectation of what an experience with a company can and should be. Finally, a book has been written that combines behavioral psychological, micro-economic, and technological considerations defining the customer experience edge.”
—Paul D’Alessandro, Partner, PricewaterhouseCoopers

“As we move from Customer Experience 1.0 to Customer Experience 2.0, organizations and practitioners need a solid blueprint for success. Reza, Vinay, and Volker have created a clear and concise guide based on global best practices and proven principles. If you are ready to transform your organization, start by reading this book.”
—Lior Arussy, President, Strativity Group, and author of Customer Experience Strategy

“The Customer Experience Edge is an excellent book to gain insights on how to leverage customer experience as a competitive advantage. The case studies serve as recipes that can be added to, modified, or simply baked into business plans to improve or deliver an exceptional customer experience.”
—Deb Dexter, Customer Service Director, Cardinal Health

About the Book:

Globalization and advanced technologies have given ever greater power to the person who decides if your business will succeed or fail—the customer. Whether your company serves consumers or other businesses, you can no longer compete on price and quality alone. To gain profits and market share, you have to deliver an experience that makes customers want to come back—and that sets you apart from the competition. You need to seize The Customer Experience Edge.

Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies, three innovators bring you practical and proven ways to create your customer experience programs and overall business strategies. The key is to strike a balance between programs that are effective but prohibitively expensive and programs that fail to dedicate enough resources to be effective. In the middle ground lie the tools that everyone overlooks—foundational and disruptive technologies. These are the authors’ main fields of expertise, and these are what make the customer experience profitable.

The Customer Experience Edge explains how to combine strategy, leadership, organizational change, and technology to:

• Develop products and services that are highly valued by customers
• Form bonds that keep clients from turning to competitors
• Transform customers into your best advocates

It’s a new world of business, and customers are keenly aware that their loyalty is valuable currency. The Customer Experience Edge gives you a cost-effective, sustainable way to provide an unforgettable experience that builds loyalty and turns it into real, measurable profits.