Customer Experience Management

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We are passing through a paradigm shift and surviving in this upcoming paradigm doesn't seem possible through traditional marketing and management strategies. T

Service Excellence

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The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization

Controlling Strategy

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Ideas about the role of management accounting systems in a firm's strategy have changed in recent years, and this book explores the ways in which this has happe

The Small Business Controller

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This book describes the role of the controller in a nonpublic company (small business), and provides a detailed 'how to' guidance of the various duties and resp

Value

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Written for people of various professions and offering a modern approach to using value analysis for product development, this is a structured process that unit