Sebanyak 847 item atau buku ditemukan

The DNA of Customer Experience

How Emotions Drive Value

As the World Thought Leaders on Customer Experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreaking research to discover the emotions that drive and destroy value in an organization, and can now disclose the empirical link between evoking these emotions and substantial financial returns.

As the World Thought Leaders on Customer Experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreaking research to discover the emotions that drive and destroy value in an organization, and ...

The Satisfied Customer

Winners and Losers in the Battle for Buyer Preference

When faced with the choice between cutting costs or improving customer service, most companies focus on tangible assets. But in our service economy, the most important asset is intangible: a company's relationship with its customers. The Satisfied Customer is a blueprint for understanding this fact of modern business and reveals the unheralded value of customer satisfaction. Drawing on the results of a massive survey of American consumer satisfaction and including examples from companies like Home Depot and UPS, Fornell presents some surprising conclusions about outreach strategy (exceeding a customer's expectations is risky, and increasing customer complaints can actually be a good thing). He also explains how to quantify and increase the value of a firm's customer relationships--what he calls the Customer Asset.

The Satisfied Customer is a blueprint for understanding this fact of modern business and reveals the unheralded value of customer satisfaction.

Customer Satisfaction Measurement for ISO 9000: 2000

For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction. Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis. Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with the requirements of ISO 9001:2000. Each step of the customer satisfaction measurement process is explained sequentially and each is linked to appropriate clauses in the ISO 9001:2000 statement.

Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with the requirements of ISO ...

Managing the Customer Experience

A Measurement-based Approach

Many companies have customer loyalty research programs. But most of those programs fall short of their intended purpose, either because they fail to include important drivers of loyalty or because of the form in which the research results are reported. Managing the Customer Experience avoids these missteps. It begins with an explanation of the interrelationship between brand image, customer emotions evoked by contact with service employees, and the shopping environment. The book then identifies what information is necessary for managing the customer experience, and describes how it can be obtained. The discussion then moves to analysis and reporting of information: the management decision tools and information needed by each level of management, and how the data from the studies described previously can produce it. The book concludes with a discussion of issues that arise in the construction of management decision tools.

The book then identifies what information is necessary for managing the customer experience, and describes how it can be obtained.

Customer Equity

Measurement, Management and Research Opportunities

Customer Equity can help management: .allocate marketing spending for long-term profitability, .understand the connection between budgets, metrics and financial performance, .provide a customer focused approach for measuring firm value, .improve the productivity of CRM platforms by providing frameworks, tools and metrics Customer Equity reviews current models, offers a typology, and examines the fundamental question of whether a customer equity orientation can put a firm in a competitive advantage to other firms. The authors review models that can increase customer equity by optimizing each of its drivers - customer acquisition, customer retention, and add-on selling. Customer Equity is important reading for marketing managers, marketing researchers, scholars and students."

The authors review models that can increase customer equity by optimizing each of its drivers - customer acquisition, customer retention, and add-on selling.

Customer Relationship Management

This book provides a perceptive on CRM that we believe has been lacking for some time i.e. how to use CRM and its implementation on ITES/BPO.This book gives an overview CRM its implementation on BPO/ITES and certainly helps the aspiring people who want to join the growing industry of ITES.It is not a theoretical treatise on CRM, nor is it an untested vision of futurists. Every chapter is based on the author's real world observation and experiences with companies. This book is eminently practical for ITES/BPO, ITES training centers.

This book provides a perceptive on CRM that we believe has been lacking for some time i.e. how to use CRM and its implementation on ITES/BPO.This book gives an overview CRM its implementation on BPO/ITES and certainly helps the aspiring ...

CUSTOMER RELATIONSHIP MANAGEMENT

A STRATEGIC APPROACH TO MARKETING

"This textbook on CRM, a new approach to marketing, is comprehensive and managerially very useful. Its case studies with a mixture of Indian and non-Indian cases, are extremely interesting and will be fun for students to learn and for instructors to teach." JAGDISH N. SHETH, Professor of Marketing,Emory University This straightforward and easy-to-read text provides students of manage-ment and business studies with a thorough understanding of fundamental abilities and strategies that lead to the successful implementation of practice of CRM (Customer Relationship Management), regarded as the wonder solution to all the problems encountered by marketers. To cope with the increasing intensity of competition, necessitating a drive towards enhancement of customer satisfaction, the book emphasizes the need for integration and coordination along the value chain to effectively and efficiently manage customers. The book focuses on best practices in CRM and illustrates along the way through several interesting case studies how CRM has been used in various industries to build relationships with customers. The book also provides a solid grounding in tools, techniques and technologies used in CRM and explains in detail the power of eCRM to help companies make their vision of CRM a reality. The text is intended for students of MBA, PGDM (Postgraduate Diploma in Management), and PGPBA (Postgraduate Programme in Business Administration). Besides, this book is a useful reference for managerial and marketing professionals. KEY FEATURES  Provides insight into contemporary developments in CRM  Cites Indian as well as global examples  Offers case studies on Indian and global companies to highlight the use of CRM

The text is intended for students of MBA, PGDM (Postgraduate Diploma in Management), and PGPBA (Postgraduate Programme in Business Administration). Besides, this book is a useful reference for managerial and marketing professionals.

Invisible Profits: The Power of Exceptional Customer Service

Who will benefit from this customer service book "Invisible Profits: The Power of Exceptional Customer Service." Everyone who has any interaction with potential customers and clients and existing customers and clients will benefit from this valuable customer service book. In this complete guide to exceptional customer service you will learn: (a) How to know exactly what your customer expects - and how to give it to them every time. (b) How exceptional customer service generates exceptional profits- and how to train this concept to your customer service team (c) How to create a positive work environment that benefits customers and employees and generates profits (d) How to manage stressful situations more effectively- you'll even learn how to deal with difficult coworkers ! (e) How to recognize customers' signs and behaviors so that you can meet their needs before they even know what they are. (f) Key tactics that will instantly calm emotional customers so you can solve their problems productively. Customers leave happy and become lifelong, loyal purchasers. Here are just some employment positions within corporations and small businesses that will benefit from this book: customer service representatives, billing specialists, call centers, service professionals, service professional firms, retail stores, field service representatives, account managers, sales professionals, small business owners, technical and support personnel and managers who want customer service training in order to reinforce their skills and train their staff.

Who will benefit from this customer service book "Invisible Profits: The Power of Exceptional Customer Service.

That's Customer Focus!

The Overworked and Under-appreciated Manager's Guide to Creating a Customer-Focused Organization

Differentiate your business by sharpening your Customer Focus or risk giving your competitors a competitive advantage.The-best-of-the-best do this. They know that the only long-term strategy that effectively creates customer loyalty, long-term profitability and which strengthens both internal service performance and productivity is a Customer-Focused strategy.This outstanding book explains what it takes to become truly Customer-Focused. It provides detailed, step-by-step instructions on what you need to do to create customer focus throughout your entire organization. We describe in detail, 12 proven 'best practices' strategies which you can learn from and use to create your own customer focus strategy and implementation plan. This book contains over 200 pages of detailed explanations, real world examples, stories and case studies as well as exercises and worksheets which have been designed to help you achieve greater customer focus in your organization, company, department or team.

This book contains over 200 pages of detailed explanations, real world examples, stories and case studies as well as exercises and worksheets which have been designed to help you achieve greater customer focus in your organization, company, ...

Savvy dalam petualangan air mata

Di bawah sink, ada tempat sampah besar berlapis kantong plastik. Sisa
makanan dan sampah lainnya ditampung di situ. Jadi, lantai di sekitar cucian
selalu kering dan bersih. Saat sedang mencuci piring, A v V Ketahuan
Belangnya ...