Roberts-Phelps, Graham
Customer Relationship Management
This book explains the elements of CRM and how to establish an integrated customer relationship-oriented approach in your organisation. How, in a word, to become a business where every customer's need is not just provided for but anticipated.
· Customer relationship management demystified
· Why do customers defect?
· The economics of customer care
· Defining customer service excellence
· Achieving service excellence
· Managing for customer satisfaction
· Customer-focused selling and marketing skills
· Connecting with customers in the digital age
· The ten keys to outstanding customer service
· Worksheets, exercises and action plans
Keywords: customer, customer relationship, crm, management
- Author(s)
- Roberts-Phelps, Graham
- Publisher
- Thorogood
- Publication year
- 2001
- Language
- en
- Edition
- 1
- Page amount
- 242 pages
- Category
- Economy
- Format
- Ebook
- eISBN (PDF)
- 1-85418-119-X