Verwandte Artikel zu Customer Management Excellence: Successful Strategies...

Customer Management Excellence: Successful Strategies from Service Leaders - Hardcover

Faulkner, Mike

 
9780470848531: Customer Management Excellence: Successful Strategies from Service Leaders
Hardcover
ISBN 10: 0470848537 ISBN 13: 9780470848531
Verlag: Wiley, 2002

Inhaltsangabe

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

Die Inhaltsangabe kann sich auf eine andere Ausgabe dieses Titels beziehen.

Über die Autorin bzw. den Autor

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.

Von der hinteren Coverseite

Customer Management Excellence determines the processes required for organisations to embark on service excellence programmes. It is designed to reduce the time of implementation from years to months, and discusses new thinking behind the emergence of customer service as a differentiator as well as exploring future trends.

This is very much a How To book aimed at giving the reader a real competitive advantage. The case studies reflect the innovation, motivation and determination of some of the nations leading players in their pursuit of service excellence.

Customer Management Excellence is packed full with readiness checklists enabling organisations to evaluate what needs to be put in place before embarking upon the service excellence journey.

Customer Management Excellence case studies focus on organisations who have achieved recognition through the National Customer Service Awards, an awards programme that runs in close association with Customer Management magazine. Both the National Customer Service Awards and Customer Management magazine fall under the umbrella of media and publishing company Quest Media.

Aus dem Klappentext

Customer Management is the essential strategic magazine for senior managers and directors of organisations across all industry sectors striving to achieve excellence in the field of customer service and management. It is read by more senior managers and directors than any other magazine in this space.

The role of Customer Management, as the leading publication in its field, is to help set the agenda for its readers. The publication maintains a very much how to approach, as does this book, while at the same time providing thought provoking, leading edge features reflecting best practice, new thinking and trends in this fast moving marketplace.

Customer Management is the perfect read, showing the way forward for leaders across all sectors who are striving to develop customer-centric organisations and effectively manage their relationships with customers, both external and internal.

www.customermanagementonline.co.uk

The purpose of the National Customer Service Awards is to promote excellence, best practice and innovation in customer service and to highlight their importance in todays business climate.

With customer expectations continually rising, the wider business community is becoming aware of the value and role that Customer Service and Consumer

Affair professionals play in achieving business success and creating differentiation.

This highly demanding area is arguably the critical success factor for many organisations. For this reason, it is right for the Customer Service profession to have a cross-industry national event to recognise, promote and honour excellence, professionalism and outstanding achievement.

The Awards are a showcase of talent and achievement and many of the entrants, finalists and ultimate winners are featured in this book, being among the most forward-thinking organisations in the field of customer service excellence.

„Über diesen Titel“ kann sich auf eine andere Ausgabe dieses Titels beziehen.

Verlag
Wiley
Erscheinungsdatum
2002
Sprache
Englisch
ISBN 10 
0470848537
ISBN 13 
9780470848531
Einband
Gebundene Ausgabe
Auflage
1
Anzahl der Seiten
224
Herausgeber
Hurst Steve, Tripp Adrian
Kontakt zum Hersteller
Wiley-VCH GmbH
product_safety@wiley.com

Boschstrasse 12
Weinheim
69469
Deutschland