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. Why? Three years ago Quest Media introduced the National Customer Service Awards. The philosophy was to research, recognise and reward organisations that were pushing the barriers of customer management to new limits. Written by the editor of Customer Management magazine, this book draws on Quest's research to reflect the current thinking behind today's front-runners in the customer management field. The authors challenge accepted thought processes and give realistic timeframes for implementing the innovative thinking that will produce tomorrow's Customer Management Excellence.
An 'all you need to know about customer management' handbook - draws on the authors' vast experience to help unravel this complex topic Provides case studies and examples of organisations that are award-winners in their innovative customer management techniques Includes a glossary of terms and checklists to help readers benchmark their own progress in implementing successful customer management
Customer Management Excellence
determines the processes required for organisations to embark on service excellence programmes. It is designed to reduce the time of implementation from years to months, and discusses new thinking behind the emergence of customer service as a differentiator as well as exploring future trends.
This is very much a ‘How To’ book aimed at giving the reader a real competitive advantage. The case studies reflect the innovation, motivation and determination of some of the nation’s leading players in their pursuit of service excellence.
Customer Management Excellence is packed full with ‘readiness checklists’ enabling organisations to evaluate what needs to be put in place before embarking upon the service excellence journey.
Customer Management Excellence case studies focus on organisations who have achieved recognition through the National Customer Service Awards, an awards programme that runs in close association with Customer Management magazine. Both the National Customer Service Awards and Customer Management magazine fall under the umbrella of media and publishing company Quest Media.
is the essential strategic magazine for senior managers and directors of organisations across all industry sectors striving to achieve excellence in the field of customer service and management. It is read by more senior managers and directors than any other magazine in this space.
The role of Customer Management, as the leading publication in its field, is to help set the agenda for its readers. The publication maintains a very much ‘how to’ approach, as does this book, while at the same time providing thought provoking, leading edge features reflecting best practice, new thinking and trends in this fast moving marketplace.
Customer Management is the perfect read, showing the way forward for leaders across all sectors who are striving to develop customer-centric organisations and effectively manage their relationships with customers, both external and internal.
The purpose of the National Customer Service Awards is to promote excellence, best practice and innovation in customer service and to highlight their importance in today’s business climate.
With customer expectations continually rising, the wider business community is becoming aware of the value and role that Customer Service and Consumer
Affair professionals play in achieving business success and creating differentiation.
This highly demanding area is arguably the critical success factor for many organisations. For this reason, it is right for the Customer Service profession to have a cross-industry national event to recognise, promote and honour excellence, professionalism and outstanding achievement.
The Awards are a showcase of talent and achievement and many of the entrants, finalists and ultimate winners are featured in this book, being among the most forward-thinking organisations in the field of customer service excellence.
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.
"! pragmatic, down--to--earth analysis of the key issues involved!" (Marketing Business, February 2003)
"? pragmatic, down-to-earth analysis of the key issues involved?" (Marketing Business, February 2003)
John Wiley and Sons Ltd
John Wiley & Sons Ltd
Place of Publication
Country of Publication
CUSTOMER MGMT EXCELLENCE