Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are appl…
"22" Result
Sort By:
Customer Relationship Management, Fourth Edition continues to be the go-to CRM guide explaining with unrivalled clarity what CRM is, its uses, benefits and implementation. Buttle and Maklan take a managerial perspective to track the role of CRM throughout the customer journey st…
This international market-leading book, aimed at both students and practising managers, provides a comprehensive and balanced introduction to service operations management. Building on the basic principles of operations management, the authors examine the operations decisions th…
This book will provide you with a strategic framework to drive business transformation for your organization and your customers, and give an understanding of how cloud technology influences, and is influenced by, current trends and developments in design, analytics, and customer…
Social Customer Service is new. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed. Customer appetite has promoted this form of interaction to the very…
Create a great customer experience whoever you are. 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, whateve…
Benchmarking is one of the key management techniques the construction industry now needs to adopt if it is going to meet the new targets of increasing efficiency. Preferred contractors are increasingly being awarded contracts only if they can demonstrate the lean construction pr…
The American edition of Marketing Management is the world's leading marketing text because its content and organization consistently reflect changes in marketing theory and practice . This new European Edition of Marketing Management has been inspired by the American edition and…
A straightforward and snappy guide to successful customer service, this text should prove useful in every kind of organization or business which wishes to deliver efficient customer service and achieve bottom-line results.
To meet today's challenges, companies need to do more than build processes for customer-driven products. This book takes readers through the cultural transformation of the Developer Division at Microsoft, and shows them how to "hack" their culture and reduce the distance between…
The public sector in the UK underwent radical change during the 1980s and 90s. Consequently, managers and service professionals have had to adopt new ways of working and new skills. This text covers the strategy, finance, human resources, marketing, quality and information syste…
A practical blueprint to creating a successful CRM programme, this text provides real case studies, process examples and templates to make it easy to get started and then repeat the small steps.
This text gives examples of how companies can leverage call centre technology to serve their unique needs, and how at the same time they can create a positive experience for customers. Solutions from leading call centres are provided for the problems behind basic call centre fun…