delivering excellence in customer service

... behaviour. This involves cre- ating an ongoing dialogue with customers and exploiting the information and insights obtained at every customer touch point. CRM is aimed at increasing the acquisition and ... especially for those businesses with a large customer base. The main ones include: ● the increasing power of computers ● the decreasing cost of computers, in real terms ● the increased storage capacity ... targeting customers, including: ᭺ one-to-one marketing ᭺ permission marketing ᭺ mass customization. As we explain in the first chapter of the book, there are many per- spectives and definitions...

Ngày tải lên: 01/07/2014, 14:20

... and ● acquiring customers utilizing new channels. The starting point in understanding customer value from the perspective of the supplier organization is to determine the existing customer acquisition ... Marketer of the Year by Advertising Age. They have led the way in gaining online consumer acceptance, standardizing measurement and defining advertising models and making online media easier to buy. ... may involve acquiring a greater number of customers or more attractive customers, or getting them at a lower cost. In many instances customer acquisition can be improved through acting on insights...

Ngày tải lên: 01/07/2014, 14:20

... The extensive customer service training includes an innovative programme called ‘The perfect transaction’. Here employees are trained to under- stand that they play an important role in delivering the customer ... sales and service channel has increased. Disintermediation in the insurance industry UK insurance company Direct Line initially utilized call centre tech- nology and IT, and later the Internet, ... individualize customer service further by ensuring that those handling sales enquiries have the necessary knowledge and skills to respond to customer s individual information needs. Using printed...

Ngày tải lên: 01/07/2014, 14:20

... information, rather than achieving an integrated CRM solution. In some cases, using different software for sales, marketing and customer service has resulted in each function having its own customer ... this functionality fully to support online customer self -service. Summary The information management process is playing an increasingly critical role in CRM, in supporting the collection, analysis and ... customer information 8. My customer information system allows information about individual cus- tomers to be recognized and used to produce summary information about the customer for use in customer...

Ngày tải lên: 01/07/2014, 14:20

... can be used to increase employee value (e.g. through investing in staff training or job incentives), increase customer value (e.g. through augmenting the value proposition) or increase shareholder value ... business case for investing in CRM should therefore address the following questions: ● Is an investment in improving CRM likely to lead to improved business performance? ● How can investments in ... ‘advanced’ in terms of adoption of such an approach. This finding may not be surprising as very few of the companies involved in the original service- profit chain research had explored all the linkages...

Ngày tải lên: 01/07/2014, 14:20

... continue with discrete steps of no more than three months ᭺ continue looking for low risk, quick wins ● Manage ongoing project ᭺ continue delivery ᭺ continue monitoring and reporting ● Continue internal ... months ᭺ continue looking for low risk, quick wins ● Manage ongoing project ᭺ continue delivery ᭺ continue monitoring and reporting ᭺ continue internal marketing ● Planning for project completion ᭺ ... all employees. Internal marketing programmes aimed at instilling cus- tomer consciousness and service orientation are increasingly being adopted by organizations. The basic premise behind internal marketing...

Ngày tải lên: 01/07/2014, 14:20

... with customers 2.3. Handling customers complains 2.4. Delivering high-quality service to all customers, including those with specific needs 2.5. Promoting product and services. 2.3.1.Policies ... Establishing a rapport with customers ã Within seconds, a person can assess the competence and sincerity of a person in a customer service role. By listening and watching, a customer can determine ... 2.3.Handling customer complaints ã All organisations receive complaints from customers from time to time. ã Complains may come from both internal and external customers. ã Every complaint gives...

Ngày tải lên: 23/10/2013, 20:15

... is divided into two kinds: existing and potential customer. Retaining existing customers mean making them keep buying company product or service. Excellence in customer service, using of the ... reduce cost and increase turnover.  Keeping existing and making loyal customer Firstly, customer service is an effective tool in keeping existing and making loyal customer. Generally, customer is ... marketing, can help your company retain customers. Relationship marketing focuses on getting customers and keeping them in longer term using a combination of marketing, quality, and customer service. ...

Ngày tải lên: 17/02/2014, 12:43

Ngày tải lên: 23/03/2014, 05:23

... identified, including peer-reviewed articles, journals, and books, discussing the problems associated with customer relations and customer services within the financial services industry and other industries ... image for the financial services industry. Numerous complaints and lawsuits involving large amounts of money have made leaders within the financial services industry look for innovative approaches ... enrolled in training sessions. Training for new hires consists of two weeks of practicing courteous behavior. Employees who cannot be courteous during the training phase are instructed to gain additional...

Ngày tải lên: 03/06/2014, 00:52

... Nordstrom- Style Service explores the role of employees in giving great customer service, including developing and maintaining per- sonal relationships, and encouraging both teamwork and in- dividual ... jobs: logging in Michigan, digging coal in Iowa, mining gold and silver in Colorado, loading railroad ties and carting brick in Mendocino County, California, and Dou- glas fir trees in Washington ... Nordstrom- Style Service examines the area of influence of the people closest to the employees. These responsibilities include hiring the right people, then empowering, managing, mentoring, praising, rewarding,...

Ngày tải lên: 14/08/2014, 05:21

Ngày tải lên: 14/08/2014, 05:21

Ngày tải lên: 14/08/2014, 05:21

Ngày tải lên: 14/08/2014, 05:21

Ngày tải lên: 14/08/2014, 05:21

Ngày tải lên: 14/08/2014, 05:21

Ngày tải lên: 14/08/2014, 05:21

Ngày tải lên: 14/08/2014, 05:21

Ngày tải lên: 14/08/2014, 05:21

Ngày tải lên: 14/08/2014, 05:21