Customer Management Excellence: Successful Strategies from Service Leaders

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9780470848531: Customer Management Excellence: Successful Strategies from Service Leaders
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CRM today is much like BPR in the 1990s. It is the strategy of the21st century. Everyone is jumping on the bandwagon, but few aredoing it in a way that will reap long-term benefits. And whilebillions are being spent worldwide, as yet there is not one casestudy of a true CRM focused company that is achieving majorbusiness success. Why?
Three years ago Quest Media introduced the National CustomerService Awards. The philosophy was to research, recognise andreward organisations that were pushing the barriers of customermanagement to new limits. Written by the editor of CustomerManagement magazine, this book draws on Quest's research to reflectthe current thinking behind today's front-runners in the customermanagement field. The authors challenge accepted thought processesand give realistic timeframes for implementing the innovativethinking that will produce tomorrow's Customer ManagementExcellence.
* An 'all you need to know about customer management' handbook -draws on the authors' vast experience to help unravel this complextopic
* Provides case studies and examples of organisations that areaward-winners in their innovative customer managementtechniques
* Includes a glossary of terms and checklists to help readersbenchmark their own progress in implementing successful customermanagement

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From the Inside Flap:

Customer Management is the essential strategic magazine for seniormanagers and directors of organisations across all industry sectorsstriving to achieve excellence in the field of customer service andmanagement. It is read by more senior managers and directors thanany other magazine in this space.

The role of Customer Management, as the leading publication in itsfield, is to help set the agenda for its readers. The publicationmaintains a very much how to approach, as does this book, while atthe same time providing thought provoking, leading edge featuresreflecting best practice, new thinking and trends in this fastmoving marketplace.

Customer Management is the perfect read, showing the way forwardfor leaders across all sectors who are striving to developcustomer-centric organisations and effectively manage theirrelationships with customers, both external and internal.

www.customermanagementonline.co.uk

The purpose of the National Customer Service Awards is to promoteexcellence, best practice and innovation in customer service and tohighlight their importance in todays business climate.

With customer expectations continually rising, the wider businesscommunity is becoming aware of the value and role that CustomerService and Consumer

Affair professionals play in achieving business success andcreating differentiation.

This highly demanding area is arguably the critical success factorfor many organisations. For this reason, it is right for theCustomer Service profession to have a cross-industry national eventto recognise, promote and honour excellence, professionalism andoutstanding achievement.

The Awards are a showcase of talent and achievement and many of theentrants, finalists and ultimate winners are featured in this book,being among the most forward-thinking organisations in the field ofcustomer service excellence.

From the Back Cover:

Customer Management Excellence determines the processes requiredfor organisations to embark on service excellence programmes. It isdesigned to reduce the time of implementation from years to months,and discusses new thinking behind the emergence of customer serviceas a differentiator as well as exploring future trends.

This is very much a How To book aimed at giving the reader a realcompetitive advantage. The case studies reflect the innovation,motivation and determination of some of the nations leading playersin their pursuit of service excellence.

Customer Management Excellence is packed full with readinesschecklists enabling organisations to evaluate what needs to be putin place before embarking upon the service excellencejourney.

Customer Management Excellence case studies focus on organisationswho have achieved recognition through the National Customer ServiceAwards, an awards programme that runs in close association withCustomer Management magazine. Both the National Customer ServiceAwards and Customer Management magazine fall under the umbrella ofmedia and publishing company Quest Media.

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Book Description John Wiley and Sons Ltd, United Kingdom, 2002. Hardback. Condition: New. 1. Auflage. Language: English . Brand New Book. CRM today is much like BPR in the 1990s. It is the strategy of the 21st century. Everyone is jumping on the bandwagon, but few are doing it in a way that will reap long--term benefits. And while billions are being spent worldwide, as yet there is not one case study of a true CRM focused company that is achieving major business success. Why? Three years ago Quest Media introduced the National Customer Service Awards. The philosophy was to research, recognise and reward organisations that were pushing the barriers of customer management to new limits. Written by the editor of Customer Management magazine, this book draws on Questa s research to reflect the current thinking behind todaya s front--runners in the customer management field. The authors challenge accepted thought processes and give realistic timeframes for implementing the innovative thinking that will produce tomorrowa s Customer Management Excellence. aeo An a all you need to know about customer managementa handbook -- draws on the authorsa vast experience to help unravel this complex topic aeo Provides case studies and examples of organisations that are award--winners in their innovative customer management techniques aeo Includes a glossary of terms and checklists to help readers benchmark their own progress in implementing successful customer management. Seller Inventory # AAH9780470848531

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