Customer Relationships

The sales function is the front-line of any business. Keeping up with the latest sales techniques is essential, as well as ensuring you have a motivated, incentivised and focused sales team well-versed in the basics of selling, from identifying new prospects and getting repeat business to closing the deal. This module gives essential insight into all the key sales drivers such as account management, handling complex sales, selling services, FMCG selling, customer relationships and self-development for sales people. Introduction to ExpressExec.

Introduction to Customer Relationships.

What is Meant by Customer Relationships?

The Evolution of Customer Relationships.

Global Implications for Customer Relationships.

Customer Relations: The State of the Art.

Customer Relations Success Stories.

Customer Relationships Key Concepts and Thinkers.

Resources on Customer Relationships.

Ten Steps to Effective Customer Relations.

Frequently Asked Questions.

Index.

ROGER CARTWRIGHT is a consultant and author specializing in organizational behavior, management, customer care and tourism. He is the author of over 20 books and has been responsible for the implementation of management development programs run in the US, Europe and India

• Fast-track route to understanding the relationship between organizations and the customer chain that contains both internal and external customers
• Covers key topics such as loyalty and customer retention. Also explores how to move beyond customer satisfaction to customer delight
• Case studies of Amazon.com, Kalmbach Publishing (US), Boeing (US), Saga (UK), Chowking Food Corporation (the Philippines)
• Includes a comprehensive resource guide, key concepts and thinkers, a 10-step action plan, and a section of FAQs