Business Success Through Service Excellence

Foreword; Acknowledgements; Managing service excellence; Customer intelligence; Operational effectiveness; Engaging people; Leadership and values; Organizational agility; Service excellence best practice; Appendix 1 Service excellence awards self-assessment.

Moira Clark is Director of the CRM Research Forum at Cranfield School of Management, Cranfield University. She also serves as a consultant to a number of leading international companies. Her major area of research an consulting is in Customer Relationship Management, Relationship Marketing and the drivers of Customer Retention. Moira is a judge for the prestigious Unisys and Management Today Service Excellence awards. She is also a frequent keynote speaker at many public and in-company seminars and conferences around the world. Susan Baker is Director of the New Marketing Research Group and Senior Lecturer of Marketing at Cranfield School of Management, Cranfield University. At Cranfield, Susan specialises in consumer marketing and in particular understanding consumer markets, branding and international marketing. A regular contributor to conferences and seminars, at Cranfield she teaches on the MBA programme and works on a variety of management development programmes for companies across all sectors - consumer, business-to-business and professional services. She is a judge in the annual Unisys/Management Today Customer Service Excellence Awards.