Customer Management Excellence Successful Strategies from Service Leaders
Auteur : Faulkner Mike
Coordonnateurs : Hurst Steve, Tripp Adrian
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
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.
Adrian Tripp and Steve Hurst
Adrian 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.
Date de parution : 12-2002
Ouvrage de 224 p.
15.8x24.1 cm
Thème de Customer Management Excellence :
Mots-clés :
service; programmes; organisations; excellence; customer; processes; implementation; reduce; years; time; exploring; differentiator; trends; emergence; future; new; reader; book; real; advantage; competitive; studies; innovation