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SELF-SERVICE & KNOWLEDGE SUCCE

Author: Per Strand

Publisher: Blurb

Published: 2016-11-18

Total Pages: 216

ISBN-13: 9781366821140

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Are you interested in learning how to implement successful self-service and knowledge management in your service organization? Basic knowledge and understanding is the first step towards any change that is intended to provide new advantages and increased benefits. Customers must come first and customer success and loyalty is still our primary goal. However, everything else has changed due to the shift in technology and new behaviors. Service organizations that miss the opportunity to change reduce the value they create and will undoubtedly fail. The reader will obtain an in-depth understanding in these areas, as well as receiving concrete tips and recommendations on how to introduce working methods that utilize the opportunities new technology and behaviors provide. Self-service and knowledge methodology such as KCS (Knowledge Centered Service) are creating new possibilities to generate real customer value and long-term success for service and support organizations and, on a higher level, for the whole organization. In this book, we will deal with the key aspects of "Whats in it for me?," not only for customers and management, but also for the service organization. This self-service-oriented way of working represents important new opportunities for everyone, including the service desk. There are a lot of known pitfalls when implementing self-service and knowledge but with this book the reader gets a tool to understand and start introducing working methods that utilize great opportunities and self-service and knowledge success . It includes current methods for delivering outstanding customer service and capturing and creating knowledge in the speed of speech . With over 20 years' experience of implementing self-service globally, the authors are some of the most experienced in the field of self-service and knowledge. Take part in their story and let you and your organization's success start today."

Book Synopsis SELF-SERVICE & KNOWLEDGE SUCCE by : Per Strand

Download or read book SELF-SERVICE & KNOWLEDGE SUCCE written by Per Strand and published by Blurb. This book was released on 2016-11-18 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you interested in learning how to implement successful self-service and knowledge management in your service organization? Basic knowledge and understanding is the first step towards any change that is intended to provide new advantages and increased benefits. Customers must come first and customer success and loyalty is still our primary goal. However, everything else has changed due to the shift in technology and new behaviors. Service organizations that miss the opportunity to change reduce the value they create and will undoubtedly fail. The reader will obtain an in-depth understanding in these areas, as well as receiving concrete tips and recommendations on how to introduce working methods that utilize the opportunities new technology and behaviors provide. Self-service and knowledge methodology such as KCS (Knowledge Centered Service) are creating new possibilities to generate real customer value and long-term success for service and support organizations and, on a higher level, for the whole organization. In this book, we will deal with the key aspects of "Whats in it for me?," not only for customers and management, but also for the service organization. This self-service-oriented way of working represents important new opportunities for everyone, including the service desk. There are a lot of known pitfalls when implementing self-service and knowledge but with this book the reader gets a tool to understand and start introducing working methods that utilize great opportunities and self-service and knowledge success . It includes current methods for delivering outstanding customer service and capturing and creating knowledge in the speed of speech . With over 20 years' experience of implementing self-service globally, the authors are some of the most experienced in the field of self-service and knowledge. Take part in their story and let you and your organization's success start today."

Self-Service in the Internet Age

Author: David Oliver

Publisher: Springer Science & Business Media

Published: 2009-03-02

Total Pages: 282

ISBN-13: 1848002076

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Dave Oliver, Celia Romm and Fay Sudweeks This book follows previous texts: Celia Romm and Fay Sudweeks (eds) (1998), Doing Business Electronically: A Global Perspective of Electronic Commerce, and Fay Sudweeks and Celia Romm (eds) (1999) Doing Business on the Internet: Opportunities and Pitfalls. Not only is this current book about doing something, but it also aims to present insights into how electronic commerce impacts upon the lives of everyday people; in other words, how electronic commerce is received, as well as how it is ‘done’. Accessing the Internet on a regular basis has become an established activity for many people. This activity gives academics and researchers the opportunity to observe and study the nature and effects of this engagement in society. The influence of the Internet in our social fabric also provides the incentive for organizations to implement a web presence. As expressed in the title Self-Service on the Internet: Expectations and Experiences, we aim to present the expectations or reasons for the availability of various services on the Internet, and social responses to these developments, i. e. the experiences. These are the two main dimensions to the chapters presented in this book. The major component in the title is self-service on the Internet. The term electronic commerce is too restrictive for our purpose as it tends towards commercial overtones, which do not especially concern us.

Book Synopsis Self-Service in the Internet Age by : David Oliver

Download or read book Self-Service in the Internet Age written by David Oliver and published by Springer Science & Business Media. This book was released on 2009-03-02 with total page 282 pages. Available in PDF, EPUB and Kindle. Book excerpt: Dave Oliver, Celia Romm and Fay Sudweeks This book follows previous texts: Celia Romm and Fay Sudweeks (eds) (1998), Doing Business Electronically: A Global Perspective of Electronic Commerce, and Fay Sudweeks and Celia Romm (eds) (1999) Doing Business on the Internet: Opportunities and Pitfalls. Not only is this current book about doing something, but it also aims to present insights into how electronic commerce impacts upon the lives of everyday people; in other words, how electronic commerce is received, as well as how it is ‘done’. Accessing the Internet on a regular basis has become an established activity for many people. This activity gives academics and researchers the opportunity to observe and study the nature and effects of this engagement in society. The influence of the Internet in our social fabric also provides the incentive for organizations to implement a web presence. As expressed in the title Self-Service on the Internet: Expectations and Experiences, we aim to present the expectations or reasons for the availability of various services on the Internet, and social responses to these developments, i. e. the experiences. These are the two main dimensions to the chapters presented in this book. The major component in the title is self-service on the Internet. The term electronic commerce is too restrictive for our purpose as it tends towards commercial overtones, which do not especially concern us.

How to Go Digital

Author: MIT Sloan Management Review

Publisher: MIT Press

Published: 2018-01-26

Total Pages: 223

ISBN-13: 0262534983

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Advice on how companies can succeed in the new digital business environment. The most important skills a leader needs to succeed in a digital environment are not technical in nature but managerial—strategic vision, forward-looking perspective, change-oriented mindset. A company's digital transformation does not involve abandoning widget-making for app developing or pursuing “disruption” at the cost of stability. Rather, it is about adopting business processes and practices that position organizations to compete effectively in the digital environment. More important than technology implementation are strategy, talent management, organizational structure, and leadership aligned for the digital world. How to Go Digital offers advice from management experts on how to steer your company into the digital future. The book will put you on the right strategic path, with articles from MIT Sloan Management Review on developing a digital strategy, reframing growth for a digital world, monetizing data, and generating sustainable value from social media. Talent acquisition and retention are addressed, with articles on HR analytics, data translators, and enabling employees to become brand ambassadors outside of the office. Operational makeovers are discussed in terms of sales, services, new technologies, and innovation. Contributors Allan Alter, Stephen J. Andriole, Bart Baesens, Gloria Barczak, Cynthia M. Beath, Alpheus Bingham, Didier Bonnet, Chris Brady, Joseph Byrum, Marina Candi, Manuel Cebrian, Marie-Cécile Cervellon, Simon Chadwick, Sophie De Winne, Mike Forde, Gerald C. Kane, Rahul Kapoor, David Kiron, Thomas Klueter, Mary C. Lacity, Rikard Lindgren, Pamela Lirio, Tucker J. Marion, Lars Mathiassen, Pete Maulik, Paul Michelman, Narendra Mulani, Pierre Nanterme, Doug Palmer, Alex “Sandy” Pentland, Anh Nguyen Phillips, Frank T. Piller, Iyad Rahwan, Deborah L. Roberts, Jeanne W. Ross, Ina M. Sebastian, Luc Sels, James E. Short, Fredrik Svahn, Steve Todd, Leslie P. Willcocks, H. James Wilson, Barbara H. Wixom

Book Synopsis How to Go Digital by : MIT Sloan Management Review

Download or read book How to Go Digital written by MIT Sloan Management Review and published by MIT Press. This book was released on 2018-01-26 with total page 223 pages. Available in PDF, EPUB and Kindle. Book excerpt: Advice on how companies can succeed in the new digital business environment. The most important skills a leader needs to succeed in a digital environment are not technical in nature but managerial—strategic vision, forward-looking perspective, change-oriented mindset. A company's digital transformation does not involve abandoning widget-making for app developing or pursuing “disruption” at the cost of stability. Rather, it is about adopting business processes and practices that position organizations to compete effectively in the digital environment. More important than technology implementation are strategy, talent management, organizational structure, and leadership aligned for the digital world. How to Go Digital offers advice from management experts on how to steer your company into the digital future. The book will put you on the right strategic path, with articles from MIT Sloan Management Review on developing a digital strategy, reframing growth for a digital world, monetizing data, and generating sustainable value from social media. Talent acquisition and retention are addressed, with articles on HR analytics, data translators, and enabling employees to become brand ambassadors outside of the office. Operational makeovers are discussed in terms of sales, services, new technologies, and innovation. Contributors Allan Alter, Stephen J. Andriole, Bart Baesens, Gloria Barczak, Cynthia M. Beath, Alpheus Bingham, Didier Bonnet, Chris Brady, Joseph Byrum, Marina Candi, Manuel Cebrian, Marie-Cécile Cervellon, Simon Chadwick, Sophie De Winne, Mike Forde, Gerald C. Kane, Rahul Kapoor, David Kiron, Thomas Klueter, Mary C. Lacity, Rikard Lindgren, Pamela Lirio, Tucker J. Marion, Lars Mathiassen, Pete Maulik, Paul Michelman, Narendra Mulani, Pierre Nanterme, Doug Palmer, Alex “Sandy” Pentland, Anh Nguyen Phillips, Frank T. Piller, Iyad Rahwan, Deborah L. Roberts, Jeanne W. Ross, Ina M. Sebastian, Luc Sels, James E. Short, Fredrik Svahn, Steve Todd, Leslie P. Willcocks, H. James Wilson, Barbara H. Wixom

Self-Service & Knowledge Success

Author: Lena Stormvinge

Publisher: Blurb

Published: 2018-03-06

Total Pages: 216

ISBN-13: 9781366052643

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Basic knowledge and understanding is always the first step towards any change that provides new advantages and increased benefit when compared with the current situation. Without this knowledge and understanding, we cannot see the opportunity or need to develop. Regardless of which support and knowledge methodology we practice customer always has to come first and customer success and customer loyalty is the primary goal for our efforts. We will guide you through this transformation with practical tips and recommendations. 2nd edition of the book.

Book Synopsis Self-Service & Knowledge Success by : Lena Stormvinge

Download or read book Self-Service & Knowledge Success written by Lena Stormvinge and published by Blurb. This book was released on 2018-03-06 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: Basic knowledge and understanding is always the first step towards any change that provides new advantages and increased benefit when compared with the current situation. Without this knowledge and understanding, we cannot see the opportunity or need to develop. Regardless of which support and knowledge methodology we practice customer always has to come first and customer success and customer loyalty is the primary goal for our efforts. We will guide you through this transformation with practical tips and recommendations. 2nd edition of the book.

An Education in Service Management - A guide to building a successful service management career and delivering organisational successAn Education in Service Management - A guide to building a successful service management career and delivering organisational success

Author: David Barrow

Publisher: IT Governance Ltd

Published: 2023-12-11

Total Pages: 265

ISBN-13: 1787784681

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An Education in Service Management – A guide to building a successful service management career and delivering organisational success IT is a business-critical function. It delivers experiences, stimulates strategic shifts, and protects organisations from theft, cyber attacks, and the related regulatory, reputational and financial impacts. ITSM is a critical element of IT that is often misunderstood. In this book, the author and his network of associates demystify ITSM and help you understand how: Working in or with ITSM enables you to build a career that spans global industries, locations and sectors; ITSM roles vary from service desk analyst to chief technology officer or consultant; and As a CTO, a CIO or an organisational leader, you can enable your teams to deliver exceptional digital experiences that delight your consumers, partners and customers.

Book Synopsis An Education in Service Management - A guide to building a successful service management career and delivering organisational successAn Education in Service Management - A guide to building a successful service management career and delivering organisational success by : David Barrow

Download or read book An Education in Service Management - A guide to building a successful service management career and delivering organisational successAn Education in Service Management - A guide to building a successful service management career and delivering organisational success written by David Barrow and published by IT Governance Ltd. This book was released on 2023-12-11 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: An Education in Service Management – A guide to building a successful service management career and delivering organisational success IT is a business-critical function. It delivers experiences, stimulates strategic shifts, and protects organisations from theft, cyber attacks, and the related regulatory, reputational and financial impacts. ITSM is a critical element of IT that is often misunderstood. In this book, the author and his network of associates demystify ITSM and help you understand how: Working in or with ITSM enables you to build a career that spans global industries, locations and sectors; ITSM roles vary from service desk analyst to chief technology officer or consultant; and As a CTO, a CIO or an organisational leader, you can enable your teams to deliver exceptional digital experiences that delight your consumers, partners and customers.

Customer Service

Author: Robert W. Lucas

Publisher:

Published: 2009

Total Pages: 544

ISBN-13: 9780071277501

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"Customer Service, 4/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel

Book Synopsis Customer Service by : Robert W. Lucas

Download or read book Customer Service written by Robert W. Lucas and published by . This book was released on 2009 with total page 544 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Customer Service, 4/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel

How Companies Succeed in Social Business

Author: Shawn Santos

Publisher: Pearson Education

Published: 2015

Total Pages: 369

ISBN-13: 0134036484

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This book offers a unique, unprecedentedinsider's view of what it takes to succeed with social business. Dozens of battle-tested corporate practitioners have shared their intimate first-hand experiences in developing, launching and managing social media initiatives to improve customer care, marketing, product development, and other key business functions. Each chapter, written by a different social media thought leader, reveals their most intense struggles, biggest wins, and hardest-won lessons in social business. These case studies illuminate the differences between "social media for social's sake" and practical use cases that drive real business value. How Companies Succeed in Social Business delivers specific strategies, detailed tactics, true best practices, and actionable answers to these and other crucial questions about both strategy and tactics: How have other companies been successful, and where have they failed? How do I champion social business initiatives to executives? How do I measure ROI and build a business case? How do I attract and deepen both internal and external participation? How do I integrate social media with my existing technologies and processes? How do I organize internally for maximum effectiveness and efficiency? How will social media impact my people and our culture? How can I optimize our content management processes and systems? What's lurking around the corner? How can I prepare for the future of social business?

Book Synopsis How Companies Succeed in Social Business by : Shawn Santos

Download or read book How Companies Succeed in Social Business written by Shawn Santos and published by Pearson Education. This book was released on 2015 with total page 369 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book offers a unique, unprecedentedinsider's view of what it takes to succeed with social business. Dozens of battle-tested corporate practitioners have shared their intimate first-hand experiences in developing, launching and managing social media initiatives to improve customer care, marketing, product development, and other key business functions. Each chapter, written by a different social media thought leader, reveals their most intense struggles, biggest wins, and hardest-won lessons in social business. These case studies illuminate the differences between "social media for social's sake" and practical use cases that drive real business value. How Companies Succeed in Social Business delivers specific strategies, detailed tactics, true best practices, and actionable answers to these and other crucial questions about both strategy and tactics: How have other companies been successful, and where have they failed? How do I champion social business initiatives to executives? How do I measure ROI and build a business case? How do I attract and deepen both internal and external participation? How do I integrate social media with my existing technologies and processes? How do I organize internally for maximum effectiveness and efficiency? How will social media impact my people and our culture? How can I optimize our content management processes and systems? What's lurking around the corner? How can I prepare for the future of social business?

A Service Engineering Method for Knowledge-Intense Person-Oriented Services

Author: Philipp Menschner

Publisher: kassel university press GmbH

Published: 2015-01-01

Total Pages: 296

ISBN-13: 3862197948

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Keine Angaben

Book Synopsis A Service Engineering Method for Knowledge-Intense Person-Oriented Services by : Philipp Menschner

Download or read book A Service Engineering Method for Knowledge-Intense Person-Oriented Services written by Philipp Menschner and published by kassel university press GmbH. This book was released on 2015-01-01 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: Keine Angaben

Self-Help Triggers (1856 +) to Get off the Fence and Choose What’s Best–For You!

Author: Nicholas Mag

Publisher: Nicholas Mag

Published:

Total Pages: 784

ISBN-13:

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The Miracle! In this book Nicholas presents you a practical, unique, subliminal, very simple, detailed method of how to Get off the Fence and Choose What’s Best–For You. You will feel the effects immediately and the results will appear very quickly! So it was in my case. You will not achieve fulfillment and happiness until YOU become the architect of your own reality. Imagine that with a few moments each day, you could begin the powerful transformation toward complete control of your own life and well being through this unique, subliminal method combined with positive affirmations. The order of words is extremely important for every book written by Nicholas. These are arranged to be traversed in a certain way so as to eliminate certain blockages in the human being, blockages that are bringing disease or failure on various plans. You don't need a big chunk of your time or expensive programs. Everything is extremely simple! Health, money, prosperity, abundance, safety, stability, sociability, charisma, sexual vitality, erotic attraction, will, optimism, perseverance, self-confidence, tenacity, courage, love, loving relationships, self-control, self-esteem, enthusiasm , refinement, intuition, detachment, intelligence, mental calm, power of concentration, exceptional memory, aspiration, transcendence, wisdom, compassion. You have the ability to unlock your full inner-potential and achieve your ultimate goals. This is the age-old secret of the financial elite, world class scholars, and Olympic champions. For example, when you watch the Olympics, you'll find one consistency in all of the champions. Each one closes their eyes for a moment and clearly affirms & visualizes themselves completing the event flawlessly just before starting. Then they win gold medals and become champions. That's merely one example of how the real power of mind can elevate you above any of life's challenges. By reading this book, you will feel totally that life deserves to be lived and enjoyed every moment and that everything that you propose for yourself becomes easy for you to fulfill. Nicholas will guide you to touch your longed-for dream and will make you see life from a new perspective, full of freshness and success. This book helps you step by step, in a natural way, in just 3 minutes a day, to change your misguided way of thinking and to Get off the Fence and Choose What’s Best–For You. (NOTE: For good, Nicholas keep the price of the book as lower as he can, even if is a hard work behind this project. A significant portion of the earnings from the sale of the book are used for these purposes: for charity, volunteer projects, nature restoration, and other inspired ideas to do good where it is needed. If you can not afford to buy the book please contact Nicholas and he will give you a free copy.) You, also have a bonus in the pages of the book that makes you live your success by doing a seemingly trivial thing. You will feel the difference. Yes. The Miracle is possible! Get Your Copy Now!

Book Synopsis Self-Help Triggers (1856 +) to Get off the Fence and Choose What’s Best–For You! by : Nicholas Mag

Download or read book Self-Help Triggers (1856 +) to Get off the Fence and Choose What’s Best–For You! written by Nicholas Mag and published by Nicholas Mag. This book was released on with total page 784 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Miracle! In this book Nicholas presents you a practical, unique, subliminal, very simple, detailed method of how to Get off the Fence and Choose What’s Best–For You. You will feel the effects immediately and the results will appear very quickly! So it was in my case. You will not achieve fulfillment and happiness until YOU become the architect of your own reality. Imagine that with a few moments each day, you could begin the powerful transformation toward complete control of your own life and well being through this unique, subliminal method combined with positive affirmations. The order of words is extremely important for every book written by Nicholas. These are arranged to be traversed in a certain way so as to eliminate certain blockages in the human being, blockages that are bringing disease or failure on various plans. You don't need a big chunk of your time or expensive programs. Everything is extremely simple! Health, money, prosperity, abundance, safety, stability, sociability, charisma, sexual vitality, erotic attraction, will, optimism, perseverance, self-confidence, tenacity, courage, love, loving relationships, self-control, self-esteem, enthusiasm , refinement, intuition, detachment, intelligence, mental calm, power of concentration, exceptional memory, aspiration, transcendence, wisdom, compassion. You have the ability to unlock your full inner-potential and achieve your ultimate goals. This is the age-old secret of the financial elite, world class scholars, and Olympic champions. For example, when you watch the Olympics, you'll find one consistency in all of the champions. Each one closes their eyes for a moment and clearly affirms & visualizes themselves completing the event flawlessly just before starting. Then they win gold medals and become champions. That's merely one example of how the real power of mind can elevate you above any of life's challenges. By reading this book, you will feel totally that life deserves to be lived and enjoyed every moment and that everything that you propose for yourself becomes easy for you to fulfill. Nicholas will guide you to touch your longed-for dream and will make you see life from a new perspective, full of freshness and success. This book helps you step by step, in a natural way, in just 3 minutes a day, to change your misguided way of thinking and to Get off the Fence and Choose What’s Best–For You. (NOTE: For good, Nicholas keep the price of the book as lower as he can, even if is a hard work behind this project. A significant portion of the earnings from the sale of the book are used for these purposes: for charity, volunteer projects, nature restoration, and other inspired ideas to do good where it is needed. If you can not afford to buy the book please contact Nicholas and he will give you a free copy.) You, also have a bonus in the pages of the book that makes you live your success by doing a seemingly trivial thing. You will feel the difference. Yes. The Miracle is possible! Get Your Copy Now!