Anyone whose job interacts with or impacts customers should derive benefit from this volume. Written in an anecdotal style, it challenges conventional wisdom and presents practical guidance on how to unlock customer value and maximize corporate revenues.
"The Seven Myths of Customer Management is about developing customer focus. It is not about being 'nice' to customers; it is about creating a sustainable and profitable business. This book argues that far too much has been made of customer satisfaction and the primacy of the con…
This book destroys seven key myths about customer management that have gained almost folkloric status, and provides a step-by-step action plan for linking customer service with commercial goals.
"The Seven Myths of Customer Management is about developing customer focus. It is not about being 'nice' to customers; it is about creating a sustainable and profitable business. This book argues that far too much has been made of customer satisfaction and the primacy of the con…