This book emphasizes the importance of customer service in various industries, highlighting its role in profitability. It presents numerous examples to remind leaders of the detrimental impact of neglecting customer service and the need for proactiv...Loe edasi...
Customer Relationship Management in the Digital Age charts the concepts, strategies, benefits, and technologies of CRM in an evolving and increasingly digital business landscape. It empowers readers to use CRM to forge enduring customer connections,...Loe edasi...
What happens from the moment the thought of a purchase occurs, to ownership, is a journey that is impacted by media, advice, packaging and now even experiencing the product or service. Many of the impact messages are way off the target - brand manag...Loe edasi...
In todays global business environment, Customer Relationship Management (CRM) has become the key to the success of many international enterprises.This book offers a comprehensive analysis of this crucial business aspect, focusing on how companies c...Loe edasi...
This book consists of seven chapters beginning with an overview detailing the importance of customer service matters to Africas development and ending with a discussion of the future directions for enhanced customer service delivery in Africa....Loe edasi...
This textbook is a comprehensive overview of customer service principles, theories, and practices. Covering classic and contemporary theories, it looks at real life applications of theory by business enterprises in various service sectors. It will b...Loe edasi...
A comprehensive guide to a burgeoning field, this book shows how to design and implement a future-proof post-sales service program focused on proactively addressing customers needs in a personalized way....Loe edasi...
The Practical Guide to Achieving Customer Satisfaction in Events and Hotels is the 4th title in the Routledge series The Practical Guide to Events and Hotel Management and presents expert-led insight of customer service best practice within events a...Loe edasi...
This book offers the retail supply chain executive with the tools needed for full strategic advantage. The new edition gives special attention to recent challenges, such as vast technological change, higher levels of customer personalization, and mo...Loe edasi...
This readable and concise research-based book discusses seven simple rules that will help businesses and individuals improve their customer satisfaction and workplace environments and make the world a little better and more pleasant....Loe edasi...
This book provides clarity and guidance on effective strategy, implementation and management of CRM. It explores both the conceptual and cultural context of CRM initiatives along with the particulars of CRM system implementation and management. In o...Loe edasi...
This book will enable readers to gain a clear insight into how the luxury goods market operates and amongst other things, focuses on: recen...Loe edasi...
This book tells how to develop a successful factory information system to manage and control computer integrated manufacturing (CIM)operations. It is directed and dedicated to those people who are involved in the preservation and enhancement of hist...Loe edasi...
A disruption in call center operation can conceivably cost hundreds of thousands of dollars. And multiple disruptions can cost in the millions. Call Center Continuity Planning shows how to plan for - and avoid - service interruptions through disaste...Loe edasi...
This book is for anyone who works serving customers in a B2C company or other businesses in a B2B environment. Everyone has an important role to play in creating a good customer experience, whether it be managers, associates, sales reps, marketing p...Loe edasi...
This book provides a simple-to-follow best practice framework that explains what the core CSM (customer success management) steps are at each stage of the customer journey to business outcome success....Loe edasi...
First Published in 1999, this book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness, and how to create and provide outstanding customer value to the target market(s)....Loe edasi...
This title is a state-of-the-art guide to designing, implementing, and evaluating a customer value strategy in service, technology, and information-based organizations. It will give students and managers an edge in improving their marketing operatio...Loe edasi...
States that call centers are not just places where calls arrive, but a strategic business asset, the core of your business customer relationship strategy. This book offers an exploration of how the call center works, how it fits into the big pictur...Loe edasi...
Shows how to navigate the business, technical, and financial issues in building and managing a customer contact center. This book also shows how to get the most out of ACDs (automatic call distributors) and other complex systems in order to boost c...Loe edasi...
In the global economy, the customer has more and better choices than ever before, bringing on one of the biggest challenges the business community faces today - customer loyalty and retention. This book explores how to use CRM to integrate various c...Loe edasi...
This book will first look at the obstacles in customer service management and provide a 10-step process for developing a best-practices approach that offers the best opportunity for excellence, world class initiatives, and high client satisfaction a...Loe edasi...
(Ilmumisaeg: 22-Jan-2016, Kirjastus: John Wiley & Sons Inc, ISBN-13: 9781119176541)
A practical approach to better customer experience through service design Service Design for Business helps you transform your customers experience and keep them engaged through the art of intentional service design....Loe edasi...
The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy....Loe edasi...
(Ilmumisaeg: 03-Jul-2015, Kirjastus: John Wiley & Sons Inc, ISBN-13: 9781119154853)
A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2. 0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the wor...Loe edasi...
(Ilmumisaeg: 08-May-2015, Kirjastus: John Wiley & Sons Inc, ISBN-13: 9781119153795)
Bring Disney-level customer experience to your organization with insider guidance The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in cus...Loe edasi...
(Ilmumisaeg: 14-Nov-2014, Kirjastus: John Wiley & Sons Inc, ISBN-13: 9781119017097)
Find out how to reap the benefits of motivating and engaging the new, direct customer voice The Customers New Voice shows businesses how to motivate and transform directly volunteered consumer knowledge into profitable insights, enabling a new e...Loe edasi...
(Ilmumisaeg: 25-Oct-2013, Kirjastus: John Wiley & Sons Inc, ISBN-13: 9781118662663)
Social Customer Service is new. Social Media is the biggest thing happening to the customer service industry since the mid 1960s when modern day call centres were born. It is taking customers and organisations into untested ways of relating: transpa...Loe edasi...
(Ilmumisaeg: 16-Nov-2012, Kirjastus: John Wiley & Sons Inc, ISBN-13: 9781119208358)
Times have changed. Long gone are our days of being kings of the manufacturing industry, we are now immersed in the world of service where the relationship between an organization and the customer is an integral part of the product off...Loe edasi...
(Ilmumisaeg: 06-Jan-2012, Kirjastus: John Wiley & Sons Inc, ISBN-13: 9781119961154)
Customer survey studies deals with customers, consumers and user satisfaction from a product or service. In practice, many of the customer surveys conducted by business and industry are analyzed in a very simple way, without using models or statisti...Loe edasi...
(Ilmumisaeg: 19-Jul-2011, Kirjastus: John Wiley & Sons Inc, ISBN-13: 9781118269053)
? Master Data Management in Practice provides a logical order toward planning, implementation, ongoing management, and advanced practices of Customer MDM with tables, graphs, and charts....Loe edasi...
(Ilmumisaeg: 20-May-2011, Kirjastus: John Wiley & Sons Inc, ISBN-13: 9781119200529)
A timely look at effective use of social network analysis within the telecommunications industry to boost customer relationships The key to any successful company is the relationship that it builds with its customers....Loe edasi...
(Ilmumisaeg: 11-Mar-2011, Kirjastus: John Wiley & Sons Inc, ISBN-13: 9781119992554)
Long term growth is closer than you think Strong customer-focused companies have a clear, relevant promise which they obsessively deliver day-in, day-out. At the same time, they relentlessly drive the market by evolving the offer in the face of m...Loe edasi...
(Ilmumisaeg: 21-Jan-2011, Kirjastus: John Wiley & Sons Inc, ISBN-13: 9781119200406)
Make your online customers happy and create new ones with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impe...Loe edasi...
Presents an overview of the importance of conducting different forms of market research to uncover problems in the lending and mortgage markets and how these problems affect the consumers ability to make optimal credit decisions. This book also out...Loe edasi...
Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. This book explores this relationship by defining the specific kind of verbal and non-verbal messages needed for successf...Loe edasi...
(Ilmumisaeg: 26-Jan-2010, Kirjastus: John Wiley & Sons Ltd, ISBN-13: 9781119208570)
Whether you are a global Fortune 500 organization or a small business, this work shows you how to optimize your business sales and marketing approaches specific to survive and thrive in various economic cycles and transitions....Loe edasi...
(Ilmumisaeg: 15-Jan-2010, Kirjastus: John Wiley & Sons Inc, ISBN-13: 9780470685815)
This is an applied handbook for the application of data mining techniques in the CRM framework. It combines a technical and a business perspective to cover the needs of business users who are looking for a practical guide on data mining....Loe edasi...
(Ilmumisaeg: 05-Jan-2010, Kirjastus: World Scientific Publishing Co Pte Ltd, ISBN-13: 9789814280280)
Mass customization (MC) has emerged over the years as the premier strategy for companies in all branches of industry to profit from heterogeneity of demand and a broad scope of other customer demands. This title collects the research and practical e...Loe edasi...
(Ilmumisaeg: 06-Oct-2009, Kirjastus: John Wiley & Sons Ltd, ISBN-13: 9781118257890)
Learn the relationship-building secrets that lead to lifelong clients, repeat customers, and endless referrals In todays commoditized marketplace, no matter what product or service you sell, theres probably someone somewhere able to offer it cheap...Loe edasi...
Experiential marketing changes everything! claim the management gurus, but is it really so significant that not joining this race is dangerous? This research anthology investigates different angles of experiential marketing, providing a comprehens...Loe edasi...
