[share_ebook] Customer Relationship Management: How to Turn a Good Business Into a Great One!

Product Details

• Paperback: 230 pages
• Publisher: Thorogood Publishing; 1st edition (September 15, 2001)
• Language: English
• ISBN-10: 185418119X
• ISBN-13: 978-1854181190

Product Description
Information about and insights into how to attract and retain customers are provided in this business manager's reference. Demonstrating that every customer is unique but can be segmented by value, pattern, and buying criteria, this guide discusses why customers defect, how to keep a customer for life, the customer interaction cycle, and how to develop a marketing database. With charts, checklists, and case studies, it shares innovative ideas for customer service and explains how to generate a customer culture through recruitment, training, and promotion. Also included are strategies for conducting customer surveys and opportunities for connecting with customers in the digital age. 

About the Author
Graham Roberts-Phelps is director of 80/20 Training Ltd. and a business and personal development speaker and consultant. He is the author of Companies Don't Succeed-People Do!, Working Smarter, and Telephone Tactics.