Customer Management Excellence (PDF)
Successful Strategies from Service Leaders
(Sprache: Englisch)
CRM today is much like BPR in the 1990s. It is the strategy of the
21st century. Everyone is jumping on the bandwagon, but few are
doing it in a way that will reap long-term benefits. And while
billions are being spent worldwide, as yet there is not one...
21st century. Everyone is jumping on the bandwagon, but few are
doing it in a way that will reap long-term benefits. And while
billions are being spent worldwide, as yet there is not one...
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CRM today is much like BPR in the 1990s. It is the strategy of the
21st century. Everyone is jumping on the bandwagon, but few are
doing it in a way that will reap long-term benefits. And while
billions are being spent worldwide, as yet there is not one case
study of a true CRM focused company that is achieving major
business success. Why?
Three years ago Quest Media introduced the National Customer
Service Awards. The philosophy was to research, recognise and
reward organisations that were pushing the barriers of customer
management to new limits. Written by the editor of Customer
Management magazine, this book draws on Quest's research to reflect
the current thinking behind today's front-runners in the customer
management field. The authors challenge accepted thought processes
and give realistic timeframes for implementing the innovative
thinking that will produce tomorrow's Customer Management
Excellence.
* An 'all you need to know about customer management' handbook -
draws on the authors' vast experience to help unravel this complex
topic
* Provides case studies and examples of organisations that are
award-winners in their innovative customer management
techniques
* Includes a glossary of terms and checklists to help readers
benchmark their own progress in implementing successful customer
management
21st century. Everyone is jumping on the bandwagon, but few are
doing it in a way that will reap long-term benefits. And while
billions are being spent worldwide, as yet there is not one case
study of a true CRM focused company that is achieving major
business success. Why?
Three years ago Quest Media introduced the National Customer
Service Awards. The philosophy was to research, recognise and
reward organisations that were pushing the barriers of customer
management to new limits. Written by the editor of Customer
Management magazine, this book draws on Quest's research to reflect
the current thinking behind today's front-runners in the customer
management field. The authors challenge accepted thought processes
and give realistic timeframes for implementing the innovative
thinking that will produce tomorrow's Customer Management
Excellence.
* An 'all you need to know about customer management' handbook -
draws on the authors' vast experience to help unravel this complex
topic
* Provides case studies and examples of organisations that are
award-winners in their innovative customer management
techniques
* Includes a glossary of terms and checklists to help readers
benchmark their own progress in implementing successful customer
management
Inhaltsverzeichnis zu „Customer Management Excellence (PDF)“
Introduction. Acknowledgements. Part I. Evaluating a customer-centric approach. Enter the Customer Service Director. Recognising the cultural needs of a service operation. The Shift from Call Centre to Contact Centre. Part II. Dealing with Lifetime Values. How to Deal with Unprofitable Customers. Complaint (Feedback) Management. Reputation Management. Managing Expectation. Part III. Empowering Customer-Facing Staff. Service Personnel Adopting the Sales Role. Caring for your Carers. The Final Chapter - Summary. 6 Case studies featuring main category winners from National Customer Service Awards. Glossary of Terms. Index.
Autoren-Porträt von Mike Faulkner
Adrian Tripp and Steve HurstAdrian Tripp is founder and Group Publishing Manager of Quest Media. Quest Media publishes two magazines: Customer Manager - Strategy & Practice for the Customer-Driven Enterprise and Winning Business. In addition to the two magazines, Quest Media run frequent seminars on subjects related to the magazines, in association with the Institute of Professional Sales. They produce research reports on sales and customer management issues - available through seminars and the magazines (eg: The Future of Selling 250pp). Most recently they launched the National Sales Awards, again, in association with the Institute of Professional Sales (1200 people came to the dinner). They are currently developing on-line products such as benchmarking tools that are deliverable over the web.
The aim of Quest Media is to raise the profile of the 'selling profession' and to give it more status than it has afforded in the past.
Bibliographische Angaben
- Autor: Mike Faulkner
- 2002, 1. Auflage, 224 Seiten, Englisch
- Herausgegeben: Steve Hurst, Adrian Tripp
- Verlag: John Wiley & Sons
- ISBN-10: 047085636X
- ISBN-13: 9780470856369
- Erscheinungsdatum: 30.12.2002
Abhängig von Bildschirmgröße und eingestellter Schriftgröße kann die Seitenzahl auf Ihrem Lesegerät variieren.
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