Search results for "Hierarchical operant resources"

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Customer data collection infrastructure and Customer Experience Management:The SAQ Case Study

2017

Channel integration makes Customer Experience Management more complex and requires from retailers a regeneration of their value proposition. A longitudinal case study reveal a hierarchical sequence of operant resource triad: cultural mindsets, strategic directions for designing value propositions, and a dynamic system of capabilities for continually renewing customer experiences. The implementation of a customer data collection infrastructure, the adoption of an iterative and sequential innovation process, and the mobilization of cross-functional and multidisciplinary project teams, will help develop the firm’s dynamic system of capabilities.

Customer data collection infrastructureLongitudinal case studyHiérarchie de ressources opérantesCustomer Experience ManagementHierarchical operant resources[SHS.GESTION]Humanities and Social Sciences/Business administrationProgramme de reconnaissance clientEtude de cas longitudinaleAgile methodsGestion de l’expérience clientMéthodes agiles[SHS.GESTION] Humanities and Social Sciences/Business administration
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