Customers are powerful. They have a loud voice, a wealth of choice and their expectations are higher than ever. This book covers ten principles you can use to make real world improvements to your customers' experiences, whatever your business does and whoever you are.
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…
An ETHS graduate of 1962 provides a blueprint for customer relationship management in business and technical organizations.
An ETHS graduate of 1962 provides a blueprint for customer relationship management in business and technical organizations.
"If you don't offer great customer experience, your main competitors will take away 50% of your business. Period. Gone are the days where businesses could simply offer an 'OK' experience-and get away with it. In today's hypercompetitive environment, companies can no longer be ju…
