CHAPTER 5: APPROACHES TO ACHIEVE MARKET RELEVANCE AND OPERATIONAL EXCELLENCE
In this chapter, we’ll consider the different strategic approaches made possible by digital and information technology to achieve customer/market relevance and operational excellence. The chapter includes these key approaches:
• Customer journey.
• Omnichannel delivery and support.
• Context-sensitive delivery and support.
• Customer analytics.
• Customer feedback and 360-degree approaches.
It also covers approaches to achieve operational excellence and the financial aspects of Digital and IT Strategy, and strategic approaches for digital organisations. The chapter then explains information from the service financial management and portfolio management practices.
Key ...
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