Customer Management Excellence
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Customer Management Excellence
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Author : Mike Faulkner
language : en
Publisher: John Wiley & Sons
Release Date : 2003-03-28
Customer Management Excellence written by Mike Faulkner and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-03-28 with Business & Economics categories.
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
Complaint Management Excellence
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Author : Sarah Cook
language : en
Publisher: Kogan Page Publishers
Release Date : 2012-05-03
Complaint Management Excellence written by Sarah Cook and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-05-03 with Business & Economics categories.
Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Complaint Management Excellence
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Author : Sarazh Cook
language : en
Publisher:
Release Date : 2012
Complaint Management Excellence written by Sarazh Cook and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with categories.
Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organisation all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a compliant, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Handbook Of Crm
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Author : Adrian Payne
language : en
Publisher: Routledge
Release Date : 2012-07-26
Handbook Of Crm written by Adrian Payne and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-07-26 with Business & Economics categories.
Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.
Management Excellence Through Quality
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Author : Thomas J. Barry
language : en
Publisher: ASQ Quality Press
Release Date : 1991
Management Excellence Through Quality written by Thomas J. Barry and has been published by ASQ Quality Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 1991 with Business & Economics categories.
Customer Care Excellence
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Author : Sarah Cook
language : en
Publisher: Kogan Page Publishers
Release Date : 2008
Customer Care Excellence written by Sarah Cook and has been published by Kogan Page Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Business & Economics categories.
Emphasizing both strategic and practical aspects of customer care, this work explains how gaining customer commitment and motivating employees to deliver an excellent service at all of a company's touch points can ensure successful results and satisfied customers.
Excellence In Sales
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Author : Holger Dannenberg
language : en
Publisher: Springer Science & Business Media
Release Date : 2010-11-02
Excellence In Sales written by Holger Dannenberg and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-11-02 with Business & Economics categories.
Successful companies focus on different aspects of their business. Some focus on the strength of their brand. Others focus on technological product innovations, develop into “solution providers” or commit themselves to commodity, high-volume bu- nesses. Other companies open international markets. Personal sales relationships with the customer play a decisive role in all of the stra- gies. The sales department does not merely assume the role of a mediator between suppliers and customers: it actively creates added value for customers. It adds value for customers through consultation, special offers and projects, and it coordinates the performance of the company. It negotiates fair prices. It also receives support from the numerous e-marketing, classical advertising, direct marketing, telephone marketing, trade fairs and events channels.In addition it draws on comprehensive research rega- ing the customer. Sophisticated corporate strategies only function when the sales department utilises them in interacting with key customers. Any successful market implementation begins with the sales department.
Cma
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Author :
language : en
Publisher:
Release Date : 1989
Cma written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1989 with Accounting categories.
Handbook Of Crm
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Author : Adrian Payne
language : en
Publisher:
Release Date : 2006
Handbook Of Crm written by Adrian Payne and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with categories.
Annual Report
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Author : Farm Credit Corporation (Canada)
language : en
Publisher:
Release Date : 1998
Annual Report written by Farm Credit Corporation (Canada) and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Agricultural credit categories.