Customer Relationship Management... by Roberts-Phelps, Grah Paperback / softback

Item specifics
Condition
Very Good: A book that does not look new and has been read but is in excellent condition. No obvious damage to the cover, with the dust jacket (if applicable) included for hard covers. No missing or damaged pages, no creases or tears, and no underlining/highlighting of text or writing in the margins. May be very minimal identifying marks on the inside cover. Very minimal wear and tear. See the seller’s listing for full details and description of any imperfections. See all condition definitionsopens in a new window or tab
ISBN
185418119X
EAN
9781854181190
Date of Publication
20010220
Publication Name
N/A
Type
Paperback / softback
Release Title
Customer Relationship Management: How to Turn a Good Business ...
Artist
Roberts-Phelps, Graham
Brand
N/A
Colour
N/A
Book Title
Customer Relationship Management : How to Turn a Good Business Into a Great One!
Publisher
Thorogood
Item Length
9.2 in
Publication Year
2001
Format
Trade Paperback
Language
English
Illustrator
Yes
Item Height
0.7 in
Author
Graham Roberts-Phelps
Genre
Business & Economics
Topic
Customer Relations
Item Weight
15.4 Oz
Item Width
6.2 in
Number of Pages
230 Pages
About this product
Product Identifiers
Publisher
Thorogood
ISBN-10
185418119X
ISBN-13
9781854181190
eBay Product ID (ePID)
19038499300
Product Key Features
Book Title
Customer Relationship Management : How to Turn a Good Business Into a Great One!
Number of Pages
230 Pages
Language
English
Publication Year
2001
Topic
Customer Relations
Illustrator
Yes
Genre
Business & Economics
Author
Graham Roberts-Phelps
Format
Trade Paperback
Dimensions
Item Height
0.7 in
Item Weight
15.4 Oz
Item Length
9.2 in
Item Width
6.2 in
Additional Product Features
Intended Audience
Trade
LCCN
2001-334821
Dewey Edition
21
Dewey Decimal
658.8/12
Table Of Content
1 Chapter one Customer relationship management demystified What is customer relationship management? The four steps to relationship management What this looks like in an organisation Not just another marketing trick The business case 2 Chapter two Why do customers defect? Introduction Why are customers lost? Complacency, not competition, kills customers The service economy 3 Chapter three The economics of customer care Introduction Know what your customers are worth Customer value calculation Building a loyal relationship Exercise: Customer dynamics Customer attrition and retention Exit questionnaires Customer service surveys How to keep a customer for life 4 Chapter four Defining customer service excellence Nothing impresses like competence A customer service model 5 Chapter five Achieving service excellence Introduction Exercise: The customer experience The customer interaction cycle Receiving Understanding Helping Sample worksheet - options and expectations Keeping Partner exercise - process mapping Handling challenging situations 6 Chapter six Managing for customer satisfaction Introduction The differences between a traditional manager and a customer-focused manager Checklist 7 Chapter seven Customer-focused selling and marketing skills Introduction The three principles of customer-focused selling The customer's buying steps Customer-focused prospecting Making a good first impression on first time sales calls Progressing the call Customer-focused selling skills Handling objections, queries and concerns The objection handling process Exploring needs High-impact questions Listening Understanding the buying criteria and the customer's buying process Exploring and developing options Proposing and closing 8 Chapter eight Connecting with customers in the digital age Interactive media marketing How are companies striving to win customers over to this new medium? Identifying the right data Finding the true worth of a customer What is segmentation? Developing a marketing database Loyalty schemes 9 Chapter nine The ten keys to outstanding customer service Introduction 1. Whatever it is you do - do it fast 2. Positive communications 3. The personal touch 4. Keeping customers 5. Turn complaints into opportunities 6. Create 'moment's of truth' 7. Exceed expectations 8. Systems are as important as smiles 9. Follow-up and follow through 10. Deliver! Define your job in terms of adding value to customers 10 Chapter ten Worksheets, exercises and action plans Introduction Customer service examples Defining excellent customer service Barriers to service excellence Gap analysis How you resolve customer problems Complaints as opportunities Barriers to change Overcoming resistance to change Increasing your customer awareness Estimating lifetime value Complaint resolution Call centre checklist Customer commitment survey Customer feedback analysis Integrating products The integrated product Customer service business plan The cost of poor service Customer dynamics Management discussion points Sales development discussion points and questions Summary
Synopsis
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 ......, 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 organization., 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.
LC Classification Number
HF5415.55.R63 2001