Customer Relationship Management: How to Turn a Good Business into a Great One (Repost)

Description

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.


Contents

* Customer relationship management demystified
* Why do customers defect?
* The economics of customer care
* Defining customer service excellence
* Achieving service excellence
* Managing for customer satisfaction
* Customer-focused selling and marketing skills
* Connecting with customers in the digital age
* The ten keys to outstanding customer service
* Worksheets, exercises and action plans

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