Abstract
Based on the research carried out by the author for the last five years and his extensive experience as a business consultant, Smart Customer Management provides a complete guide to understanding the real implications derived from what he calls the New Age of Customers, and how organizations must transform their thinking and management practices for success. The book stresses the importance of the customer as the key asset of the company and introduces a strategic framework to develop a customer-centered organization. Always from a practical perspective, the author analyzes the main principles governing the Smart Customer Management framework and examines the implementation strategy step by step, as well as the techniques and IT tools needed to unfold the full potential of customer-centered organizations. Smart Customer Management provides the reader with key capabilities and up-to-date resources needed to create customer-centered competitive advantages for business.
Francisco J. Navarro-Meneses
Professor of Business Transformation and Economics
My current research focuses on the study of frontier issues in business transformation and the modeling of value creation in service industries as complex systems