Best Face Forward

Why Companies Must Improve Their Service Interfaces with Customers

Jeffrey F. Rayport, Bernard J. Jaworski

264 pages, parution le 01/12/2004

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Résumé

Now more than ever, success is based on how well firms manage interactions with customers. Short on appropriately skilled labor and flush with new intelligent technologies, visionary managers are not just outsourcing or sending work offshore for greater efficiency; they are recruiting machines into the workforce for greater effectiveness. Technology is taking over "front office" roles in customer relationship management--sparking a revolution in how firms serve customers and compete with rivals.

In Best Face Forward, Jeffrey F. Rayport and Bernard J. Jaworski argue that as this "front-office automation" revolution unfolds, competitive advantage will increasingly depend on deploying the right mix of interfaces with customers--human, automated, and hybrids of both--to surpass current levels of performance and service.

Based on extensive research inside both start-up and established businesses, Best Face Forward proposes guiding principles and a practical auditing tool for determining how humans and machines can best collaborate on mediating critical customer interactions. Far from dehumanizing the workforce, the authors show how this revolution will create a "people-rich" workplace--one that combines the unique capabilities of humans and machines to create a better world for all of us. Jeffrey F. Rayport is chairman and founder of Marketspace LLC, a subsidiary of Monitor Group. Bernard J. Jaworski is vice-chairman of Marketspace LLC and heads its Monitor Executive Development business unit.

Sommaire

Interfaces As the Next Frontier of Competitive Advantage
The Interface Imperative
The Front-Office Revolution
What People Do Best
What Machines Do Best
Putting the Amalgam of People and Machines to Work
Managing Interface Systems
The Interface Audit

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Caractéristiques techniques

	PAPIER
Éditeur(s)	Harvard Business School Press (HBS)
Auteur(s)	Jeffrey F. Rayport, Bernard J. Jaworski
Parution	01/12/2004
Nb. de pages	264
Format	16,5 x 24,5
Couverture	Relié
Poids	620g
Intérieur	Noir et Blanc
EAN13	9780875848679
ISBN13	978-0-87584-867-9