Faulkner / Hurst / Tripp Customer Management Excellence

Successful Strategies from Service Leaders
1. Auflage 2002
ISBN: 978-0-470-85636-9
Verlag: John Wiley & Sons
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 224 Seiten, E-Book

CRM today is much like BPR in the 1990s. It is the strategy of the21st century. Everyone is jumping on the bandwagon, but few aredoing it in a way that will reap long-term benefits. And whilebillions are being spent worldwide, as yet there is not one casestudy of a true CRM focused company that is achieving majorbusiness success. Why?
Three years ago Quest Media introduced the National CustomerService Awards. The philosophy was to research, recognise andreward organisations that were pushing the barriers of customermanagement to new limits. Written by the editor of CustomerManagement magazine, this book draws on Quest's research to reflectthe current thinking behind today's front-runners in the customermanagement field. The authors challenge accepted thought processesand give realistic timeframes for implementing the innovativethinking that will produce tomorrow's Customer ManagementExcellence.
* An 'all you need to know about customer management' handbook -draws on the authors' vast experience to help unravel this complextopic
* Provides case studies and examples of organisations that areaward-winners in their innovative customer managementtechniques
* Includes a glossary of terms and checklists to help readersbenchmark their own progress in implementing successful customermanagement

Autoren/Hrsg.

Faulkner, Mike

Hurst, Steve

Tripp, Adrian

Inhaltsverzeichnis

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 NationalCustomer Service Awards.
Glossary of Terms.
Index.

Über Autor(innen)

Who we are targeting: New and inexperienced users who needto learn how to apply Outlook's convenience features to maximizethe management of their email, schedule, and general dailyactivities -- with the least amount of hassle as possible.