TY  - BOOK
AU  - Sheehan,Jeff
TI  - Customer experience management field manual: the guide for buiding your top performing CX program 
SN  - 9781735314020
U1  - 658.812 
PY  - 2021///
CY  - Orlando
PB  - Boston Business Books, 
KW  - Servicio al cliente
KW  - Manuales
KW  - Programas de fidelización de clientes
KW  - Estrategias empresariales
KW  - Mercadeo relacional
KW  - Cambio organizacional
N1  - Incluye índice (253-259); Part I: Attention! ; Part II: The mission ; Part III: CX leadership ; Part IV: The unit ; Part V: The inspection ; Part VI: Gathering intelligence Part VII: War gaming ; Part VIII: The battle plan ; Part IX: The generals : Part X: Situational awareness ; Part XI: Gung ho! let's go! ; Part XII: The legion of merit
N2  - This book offers frameworks, ideas, and examples for the core functions of a customer experience management (CX) program that are readily adaptable to any industry, organization, and geography, regardless of the size or type of organization or the scope of the CX leader's role. I intentionally drew on my first career as a US Army officer for the field manual format The military uses Field Manuals to instruct using frameworks and practical wisdom for just about everything a soldier might need to do, from developing a strategic warfighting plan to instructions on doing field sanitation. Military service is selfless, and the culture transfers well into the CX realm, where I have found an incredible service - to - others spirit within the global CX community
ER  -