Management zkaznickch een – Jak efektivn tvoit a spravovat individualizovan een zkaznickch poteb Chlebovsk Vt (2017)

This Czech-language book explores Customer Solutions Management, or CSM, a comprehensive approach to creating and managing individualised solutions to customer needs. Unlike the narrower marketing perspective of customer relationship management, CSM connects market and customer orientation, project and product management, and engineering into one functional whole focused on efficiently developing customised customer solutions. The author presents recommendations and procedures for preparing, revitalising and maintaining an effective CSM system within a company, illustrating the subject with numerous case studies from real businesses. The book is aimed primarily at the B2B segment, but its procedures and principles can also be applied by companies targeting consumer markets, particularly in view of the assumptions associated with the Industry 4.0 concept.