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Customer Management Excellence
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Customer Management Excellence Hardcover - 2002 - 1st Edition

by Faulkner


From the publisher

CRM - Customer Relationship Management ist DIE Strategie des 21. Jahrhunderts.

Vor drei Jahren hat Quest Media den "National Customer Service Award" ins Leben gerufen. Die Philosophie hinter dieser Auszeichnung war, Unternehmen zu untersuchen, zu erkennen und zu belohnen, die die Grenzen des Customer Management neu definiert haben.

Dieses Buch basiert auf den Forschungsergebnissen von Quest Media und spiegelt die aktuellen Einstellungen und Gedanken der modernen Spitzenreiter im Customer Management Bereich wider.

Die Autoren stellen anerkannte Denkprozesse in Frage und geben realistische Zeitrahmen vor zur Implementierung innovativer Ideen, mit deren Hilfe das Customer Management von morgen geschaffen werden kann.

"Customer Management Excellence" - Dieses Buch vermittelt Ihnen alles, was Sie ber erstklassiges Customer Management wissen mssen.

Mit einer Flle von Fallstudien und Beispielen von Unternehmen, die fr ihre innovativen Customer Management Methoden ausgezeichnet wurden.

Mit einem Glossar und Checklisten. Sie helfen dem Leser seinen Fortschritt bei der Implementierung erfolgreicher Customer Management Verfahren zu berwachen.

Geschrieben vom Herausgeber des Magazins 'Customer Management'.

"Customer Management Excellence" - Das ultimative Handbuch fr alle, die im 21. Jahrhundert erfolgreich sein wollen.

From the rear cover

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 nations 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.

Details

  • Title Customer Management Excellence
  • Author Faulkner
  • Binding Hardcover
  • Edition number 1st
  • Edition 1
  • Pages 224
  • Volumes 1
  • Language ENG
  • Publisher John Wiley & Sons
  • Date 2002-12-03
  • Features Dust Cover, Glossary, Index, Table of Contents
  • ISBN 9780470848531 / 0470848537
  • Weight 1.05 lbs (0.48 kg)
  • Dimensions 9 x 6 x 1 in (22.86 x 15.24 x 2.54 cm)
  • Library of Congress subjects Customer relations - Great Britain
  • Library of Congress Catalog Number 2003272756
  • Dewey Decimal Code 658.812

About the author

Adrian Tripp and Steve Hurst
Adrian Tripp is founder and Group Publishing Manager of Quest Media. Quest Media publishes two magazines: Customer Manager - Strategy & Practice for the Customer-Driven Enterprise and Winning Business. In addition to the two magazines, Quest Media run frequent seminars on subjects related to the magazines, in association with the Institute of Professional Sales. They produce research reports on sales and customer management issues - available through seminars and the magazines (eg: The Future of Selling 250pp). Most recently they launched the National Sales Awards, again, in association with the Institute of Professional Sales (1200 people came to the dinner). They are currently developing on-line products such as benchmarking tools that are deliverable over the web.
The aim of Quest Media is to raise the profile of the 'selling profession' and to give it more status than it has afforded in the past.

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