Description

Book Synopsis
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.

Trade Review
"… pragmatic, down-to-earth analysis of the key issues involved…" (Marketing Business, February 2003)

Table of Contents
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 National Customer Service Awards.

Glossary of Terms.

Index.

Customer Management Excellence Successful

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    Order before 4pm today for delivery by Wed 8 Jul 2026.

    A Hardback by Mike Faulkner, Steve Hurst, Adrian Tripp

      Trusted by thousands of customers. See 2,385+ Customer Reviews

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      Publisher: John Wiley & Sons Inc
      Publication Date: 25/10/2002
      ISBN13: 9780470848531, 978-0470848531
      ISBN10: 0470848537
      Also in:
      Management and management techniques

      Description

      Book Synopsis
      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.

      Trade Review
      "… pragmatic, down-to-earth analysis of the key issues involved…" (Marketing Business, February 2003)

      Table of Contents
      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 National Customer Service Awards.

      Glossary of Terms.

      Index.

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