The book gives exclusive chapter titled –Ten Commandments of Customer centricity. The book is all about addressing customer satisfaction. Managing the transition from customer satisfaction to customer delight. Making sure customers are Happy and continuously using feedback from customers to improvise products in relation to competition's products. The book lays equal emphasis on both Manufacturing & IT services. Agile & scrum practices as applied to managing Global IT projects & the impact on global business & emerging best practices are dealt . Challenges of employee attrition in IT projects, their impact on Projects & methods to address them are explained.

Human capital - the performance and the potential of people in an organisation - has become an increasingly urgent issue for business leaders. Dramatic demographic shifts, the globalisation of organisations, increasing business complexity, and generational differences are causing many organisations to place a more deliberate focus on human capital as a key element in strategic planning and execution. This book helps business leaders determine how to address human capital as part of their business strategy, to drive value and realise the potential of the organisation. Topics are presented clearly, allowing readers to quickly grasp and apply key concepts and ideas. The authors share both their academic research and practical experience from around the world, providing first-hand case studies and examples to help bring theoretical topics to life. With a strong practitioner focus, this book will provide business leaders and HR professionals with new insights into how to improve business performance through a unique, strategic approach to human capital.

The empowered customer is here to stay. With a low tolerance for subpar experiences, they have no qualms in switching brands if disappointed, and expect companies to provide offers that are personally relevant to them. This realisation has led enterprises to revamp their business strategies to meet the high expectations of these savvy and hyper-connected consumers. This requires a 360 degree customer-centric approach—fuelled by big data—that attempts to understand customer problems and deliver timely solutions. The ability to use customer journey mapping and real-time analytics to unlock actionable insights can provide a competitive edge. Knowledge about shifts in customer behaviour, preferred channels or social media sentiment helps companies to respond proactively and with the right message. The digital transformation snake framework presented in this book examines the socio-economic changes and digital trends that are reshaping consumption, and what they portend for the future. It is complemented by an analysis of the new skills and workforce models, as well as the business models needed to succeed in the age of digital disruption.

In today’s rapidly evolving digital landscape, the integration of emerging technologies has reshaped the business world and propelled companies to keep pace with advancements like artificial intelligence, data science, blockchain, and reality virtualization. These technologies are no longer just tools for efficiency but are crucial drivers of customer-centric strategies that enhance productivity and service. As businesses strive to maximize the value of their technology investments, they must integrate these innovations into their entire business ecosystem to meet the needs of socially connected, tech-savvy customers. Leveraging Emerging Technologies for Customer-Centric Business Strategies explores the crucial intersection of technological innovation and customer-centricity in the digital age. These chapters delve into how companies can effectively implement new technologies such as AI, machine learning, and big data analytics, to better serve customer demands and foster stronger engagement. By examining current business models, predicting future trends, and analyzing the role of customer involvement in co-creation, this comprehensive resource provides researchers, business practitioners, and academics with the strategies needed to navigate the fast-paced, technology-driven marketplace.

"Narratives of Organisational Change and Learning" investigates change and learning through the comparative and contextual analysis of organisational stories. It focuses on how organisational actors make sense of and learn from profound change as exemplified by three manufacturing firms from Britain, South Africa and Russia. The interaction between organisational change and wider social, economic and political changes in the organisations' environments and their impact on the organisational actors' identity is examined. The book also explores the complex responses to organisational change epitomised by patterns of stories prevalent in each of the three organisations, as well as the important insights into often unacknowledged narrative processes of learning which result from profound change.

Service Operations Management, Second Edition provides a global perspective on service operations, with expanded coverage of service operations for not-for-profit agencies, charities, NGOs and utilities, alongside commercial companies. With new, updated case studies and original research embracing big-data analytics and neurolinguistics in building customer service systems, this book will be an invaluable tool for postgraduate and MBA students of service operations and undergraduates specialising in hospitality, tourism and public sector management.

Anthropology is a science specialized in the study of the past and present of societies, especially the study of humans and human behavior. The disciplines of anthropology and consumer research have long been separated; however, it is now believed that joining them will lead to a more profound knowledge and understanding of consumer behaviors and will lead to further understanding and predictions for the future. Anthropological Approaches to Understanding Consumption Patterns and Consumer Behavior is a cutting-edge research publication that examines an anthropological approach to the study of the consumer and as a key role to the development of societies. The book also provides a range of marketing possibilities that can be developed from this approach such as understanding the evolution of consumer behavior, delivering truly personalized customer experiences, and potentially creating new products, brands, and services. Featuring a wide range of topics such as artificial intelligence, food consumption, and neuromarketing, this book is ideal for marketers, advertisers, brand managers, consumer behavior analysts, managing directors, consumer psychologists, academicians, social anthropologists, entrepreneurs, researchers, and students.

This revised edition of ADVANCED MANAGEMENT ACCOUNTING provides a comprehensive and updated coverage of important topics, current trends, latest ideas and researches in management accounting. Expanding on its theoretical base, the book provides practical exposition to help students strengthen conceptual understanding and develop problem-solving skills to succeed in the classroom and beyond. Pedagogically enriched with new features and an impressive layout, this new edition is an essential text for students of M.Com, MBA, CA, ICWA, CS, CFA and other professional courses

Many developing countries face a significant challenge: their population needs access to essential financial services. This financial exclusion limits their ability to save, invest, and participate fully in the economy. Despite the rapid advancements in information and communication technology (ICT), millions of people remain underserved by traditional banking systems. Revolutionizing Customer-Centric Banking Through ICT addresses this critical issue by exploring how ICT innovations can revolutionize financial services in developing countries. By offering a comprehensive review of digital transformation in banking, the book highlights the potential of mobile banking, digital payment systems, and blockchain technology to bridge the financial inclusion gap. It showcases real-world examples and cutting-edge strategies, motivating entrepreneurs, financial institutions, and policymakers to embrace technology-driven financial solutions. The book also aims to educate readers about the transformative impact of ICT on financial services, empowering them to make informed decisions to enhance their economic well-being.

Principles of Marketing is designed to meet the scope and sequence for a one-semester marketing course for undergraduate business majors and minors. Principles of Marketing provides a solid grounding in the core concepts and frameworks of marketing theory and analysis so that business students interested in a major or minor in marketing will also be prepared for more rigorous, upper-level elective courses. Concepts are further reinforced through detailed, diverse, and realistic company and organization scenarios and examples from various industries and geographical locations. To illuminate the meaningful applications and implications of marketing ideas, the book incorporates a modern approach providing connections between topics, solutions, and real-world problems. Principles of Marketing is modular, allowing flexibility for courses with varied learning outcomes and coverage. This is an adaptation of Principles of Marketing by OpenStax. You can access the textbook as pdf for free at openstax.org. Minor editorial changes were made to ensure a better ebook reading experience. This is an open educational resources (OER) textbook for university and college students. Textbook content produced by OpenStax is licensed under a Creative Commons Attribution 4.0 International License.