Alternative Educational Futures
by Marcus Bussey, Sohail Inayatullah, and Ivana Milojevic
How do firms become Client-centric? Effective Client Management in Professional Services is about putting the Client first, everywhere, in the activities of professional services firms. The book introduces The Client Management Model to enable firms to assess their level of Client orientation and relationship development. It also features The Client Management Index which enables firms to benchmark their result against their peers. Many firms are still developing and improving their commercial s...
A social media expert with global experience with many of the world's biggest brands - including Nike, Toyota and Motorola - Simon Mainwaring offers a visionary new practice in which brands leverage social media to earn consumer goodwill, loyalty and profit, while creating a third pillar of sustainable social change through conscious contributions from customer purchases. These innovative private sector partnerships answer perhaps the most pressing issue facing business and thought leaders today...
In recent years, developing a value proposition has become a primary consideration for businesses. A value proposition is a business or marketing statement that summarises why a customer should buy a particular product or service - highlighting the benefits, costs and value that a company can deliver to prospective customers and customer segments, and demonstrating the advantages over any competitors. Value Propositions to Sales Propositions provides guidance for business leaders - demonstrat...
Complaints & Follow Up Log (Logbook, Journal - 120 pages, 6 x 9 inches) (Centurion Logbooks/Record Books)
by Centurion Logbooks
The Definitive Guide to Customer Relationship Management (Collection)
by Dr V Kumar
Customers. Com is by internationally renowned consultant and analyst Patricia Seybold. The book's purpose is to provide expert - but very accessible - advice to business people, showing how companies can use information technology, including the Internet, to get closer to their customers. Everyone knows the prediction: the Internet will change the way business is done. And everyone has the same fear: they will fall behind their competitors and miss the boat. Customers. Com does not offer breathl...
Successful Customer Relationship Management Programs and Technologies
Successful Customer Relationship Management Programs and Technologies: Issues and Trends offers the latest research and developments for researchers, practitioners, and academics alike. This volume contains case studies, methodologies, frameworks and architectures, and generally the cutting edge in research within the field of customer relationship management. In order to stay abreast of the latest updates in the field, a volume like this serves as a reference book and handbook for semantics and...
This is a guide to building good service on the Web. It provides a blueprint of ready-to-implement ideas and solutions for how to provide great service in cyberspace.
ESSENTIALS OF CRM Full of valuable tips, techniques, illustrative real-world examples, exhibits, and best practices, this handy and concise paperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in CRM. "Once again, Bryan Bergeron proves that he is ahead of the curve when it comes to understanding the value of customer relationships. This remarkable book is geared not only toward corporate executives with mega-investments in CRM, but can also b...
Excellence in Managing the Business-to-Business Customer Relationship
by Chris Hutton, Harvey Ells, and Paul Frost
Auditing Your Customer Service (Marketing for Managers S.)
by John Leppard and Elizabeth Molyneux
By asking the questions "what is customer service?" and "why is it important?", this book leads the reader through the strategies, techniques, problems and solutions that are involved in achieving good customer service. The topics it covers include: benchmarking; quality control; customer segmentation; data collection; servicing; and communication. With frameworks to test your position now, the book shows you how to implement and sustain new strategies. The author has also published "How to Sell...
Six Sigma changed the face of manufacturing quality. Now, Human Sigma is poised to do the same for sales and services. Human Sigma offers an innovative research-based approach to one of the toughest challenges facing sales and services companies today: how to effectively manage the employee-customer encounter to drive business success. What would your company look like if you could increase the revenue and profitability potential of every customer by more than 20 percent? What if you could doub...