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Roberts-Phelps, Graham

Customer Relationship Management

Roberts-Phelps, Graham - Customer Relationship Management, ebook

26,10€

Ebook, PDF with Adobe DRM
ISBN: 1-85418-119-X
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Every customer is an individual with a choice. The role of Customer Relationship Management (CRM) is to ensure that each first-time buyer becomes an ongoing client, and every client a self-perpetuating advocate of your business.

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)
Publisher
Thorogood
Publication year
2001
Language
en
Edition
1
Page amount
242 pages
Category
Economy
Format
Ebook
eISBN (PDF)
1-85418-119-X

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