{"product_id":"customer-management-excellence-isbn-9780470848531","title":"Customer Management Excellence","description":"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?\u003cbr\u003e 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 Quest's research to reflect the current thinking behind today'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 tomorrow's Customer Management Excellence.\u003cbr\u003e * An 'all you need to know about customer management' handbook - draws on the authors' vast experience to help unravel this complex topic\u003cbr\u003e * Provides case studies and examples of organisations that are award-winners in their innovative customer management techniques\u003cbr\u003e * Includes a glossary of terms and checklists to help readers benchmark their own progress in implementing successful customer managementCRM - Customer Relationship Management ist DIE Strategie des 21. Jahrhunderts.\u003cbr\u003e \u003cbr\u003e Vor drei Jahren hat Quest Media den \"National Customer Service Award\" ins Leben gerufen. Die Philosophie hinter dieser Auszeichnung war, Unternehmen zu untersuchen, zu erkennen und zu belohnen, die die Grenzen des Customer Management neu definiert haben.\u003cbr\u003e \u003cbr\u003e Dieses Buch basiert auf den Forschungsergebnissen von Quest Media und spiegelt die aktuellen Einstellungen und Gedanken der modernen Spitzenreiter im Customer Management Bereich wider.\u003cbr\u003e \u003cbr\u003e Die Autoren stellen anerkannte Denkprozesse in Frage und geben realistische Zeitrahmen vor zur Implementierung innovativer Ideen, mit deren Hilfe das Customer Management von morgen geschaffen werden kann.\u003cbr\u003e \u003cbr\u003e \"Customer Management Excellence\" - Dieses Buch vermittelt Ihnen alles, was Sie über erstklassiges Customer Management wissen müssen.\u003cbr\u003e \u003cbr\u003e Mit einer Fülle von Fallstudien und Beispielen von Unternehmen, die für ihre innovativen Customer Management Methoden ausgezeichnet wurden.\u003cbr\u003e \u003cbr\u003e Mit einem Glossar und Checklisten. Sie helfen dem Leser seinen Fortschritt bei der Implementierung erfolgreicher Customer Management Verfahren zu überwachen.\u003cbr\u003e \u003cbr\u003e Geschrieben vom Herausgeber des Magazins 'Customer Management'.\u003cbr\u003e \u003cbr\u003e \"Customer Management Excellence\" - Das ultimative Handbuch für alle, die im 21. Jahrhundert erfolgreich sein wollen. \u003cp\u003eIntroduction 1\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart I\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003e1 Evaluating a Customer-Centric Approach 11\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eGeneric overview 12\u003c\/p\u003e \u003cp\u003eAre you price-, product- or customer-driven? 13\u003c\/p\u003e \u003cp\u003eTransition towards customer focus 16\u003c\/p\u003e \u003cp\u003eDifferentiation through service 17\u003c\/p\u003e \u003cp\u003eWhat customer service excellence means to an organisation 19\u003c\/p\u003e \u003cp\u003eReadiness checklist 19\u003c\/p\u003e \u003cp\u003eCase study: Unipath 20\u003c\/p\u003e \u003cp\u003eCase study: London Borough of Newham 22\u003c\/p\u003e \u003cp\u003e\u003cb\u003e2 Enter the Customer Service Director 25\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eIntroducing the role of customer director 26\u003c\/p\u003e \u003cp\u003eCustomer elements of a commercial business 27\u003c\/p\u003e \u003cp\u003eHow do service personnel keep touch with the changing corporate structure? 28\u003c\/p\u003e \u003cp\u003eWhat makes customers important enough to have a director? 29\u003c\/p\u003e \u003cp\u003eReadiness checklist 30\u003c\/p\u003e \u003cp\u003eCase study: Sun Life Financial of Canada 31\u003c\/p\u003e \u003cp\u003eCase study: Legal \u0026amp; General Assurance Society 33\u003c\/p\u003e \u003cp\u003e\u003cb\u003e3 Recognising the Cultural Needs of a Service Operation 35\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eRecognising the culture within different organisations 36\u003c\/p\u003e \u003cp\u003eMarrying a culture of profit to a service excellence ethic 37\u003c\/p\u003e \u003cp\u003eUndergoing a cultural change 39\u003c\/p\u003e \u003cp\u003eChange management issues 40\u003c\/p\u003e \u003cp\u003eTop-down approach to service culture 41\u003c\/p\u003e \u003cp\u003eReadiness checklist 43\u003c\/p\u003e \u003cp\u003eCase study: Thames Water Utilities 43\u003c\/p\u003e \u003cp\u003eCase study: The Royal Bank of Scotland 45\u003c\/p\u003e \u003cp\u003e\u003cb\u003e4 The Shift from Call Centre to Contact Centre 47\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe emerging multichannel call centres 49\u003c\/p\u003e \u003cp\u003eManaging change while maintaining service levels 51\u003c\/p\u003e \u003cp\u003eMultitasking CSRs and keeping staff on-message 52\u003c\/p\u003e \u003cp\u003eLinking the data with the rest of the enterprise 55\u003c\/p\u003e \u003cp\u003eReadiness checklist 56\u003c\/p\u003e \u003cp\u003eCase study: Loop Customer Management 57\u003c\/p\u003e \u003cp\u003eCase study: Newcastle City Council 59\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart II\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003e5 Dealing with Lifetime Values 63\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCalculating customer lifetime values 64\u003c\/p\u003e \u003cp\u003eLTV is a key requisite to realise the full customer value 68\u003c\/p\u003e \u003cp\u003eEmerging trends in LTV measurement 69\u003c\/p\u003e \u003cp\u003eIs LTV being realised by companies and if so, how? 70\u003c\/p\u003e \u003cp\u003eReadiness checklist 71\u003c\/p\u003e \u003cp\u003eCase study: Carpetright 72\u003c\/p\u003e \u003cp\u003eCase study: Zurich Financial Services 74\u003c\/p\u003e \u003cp\u003e\u003cb\u003e6 How to Deal with Unprofitable Customers 77\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eEvaluating your customers’ value, segment by segment 78\u003c\/p\u003e \u003cp\u003eHow to differentiate the service offering to your top 10 per cent 81\u003c\/p\u003e \u003cp\u003eShould you continue to serve unprofitable customers? 82\u003c\/p\u003e \u003cp\u003eHow to offload the customers that cost you money 83\u003c\/p\u003e \u003cp\u003eCreating a knowledge-base about serial complainers 84\u003c\/p\u003e \u003cp\u003eReadiness checklist 85\u003c\/p\u003e \u003cp\u003eCase study: Hilton plc 86\u003c\/p\u003e \u003cp\u003eCase study: Vauxhall Motors 88\u003c\/p\u003e \u003cp\u003e\u003cb\u003e7 Complaint (Feedback) Management 91\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eProactively managing complaints 92\u003c\/p\u003e \u003cp\u003ePredicting service shortfalls to reduce complaints 94\u003c\/p\u003e \u003cp\u003eEstablishing transparency in terms of organisational culture 96\u003c\/p\u003e \u003cp\u003eWhen to tell the truth, the whole truth and nothing but … 97\u003c\/p\u003e \u003cp\u003eAdmitting your failings 98\u003c\/p\u003e \u003cp\u003eCommunication as a tool to deal with disgruntled customers 100\u003c\/p\u003e \u003cp\u003eReadiness checklist 102\u003c\/p\u003e \u003cp\u003eCase study: Thomas Cook Retail 103\u003c\/p\u003e \u003cp\u003eCase study: The Capita Group 105\u003c\/p\u003e \u003cp\u003e\u003cb\u003e8 Reputation Management 107\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eExecuting effective damage limitation 108\u003c\/p\u003e \u003cp\u003eHow to distance yourself from third-party actions 109\u003c\/p\u003e \u003cp\u003eCommunicating with customers when you are powerless 111\u003c\/p\u003e \u003cp\u003eHow companies are addressing third-party issues 112\u003c\/p\u003e \u003cp\u003eThe emergence of customer unions 113\u003c\/p\u003e \u003cp\u003eReadiness checklist 115\u003c\/p\u003e \u003cp\u003eCase study: Travelcare 116\u003c\/p\u003e \u003cp\u003eCase study: The Boots Company 118\u003c\/p\u003e \u003cp\u003e\u003cb\u003e9 Managing Expectation 121\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eCustomer service excellence increases expectation 122\u003c\/p\u003e \u003cp\u003eCustomer service excellence becomes the norm 125\u003c\/p\u003e \u003cp\u003eShould service be paid for to reduce customer expectation? 125\u003c\/p\u003e \u003cp\u003eReducing expectation can lead to reduction in customer churn 126\u003c\/p\u003e \u003cp\u003eHow organisations are dealing with customer perceptions and changes in expectation 128\u003c\/p\u003e \u003cp\u003eReadiness checklist 130\u003c\/p\u003e \u003cp\u003eCase study: International Rectifier Company (GB) Ltd 130\u003c\/p\u003e \u003cp\u003eCase study: Powergen plc 132\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart III\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003e10 Empowering Customer-Facing Staff 137\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eHow empowering staff impacts on staff retention 138\u003c\/p\u003e \u003cp\u003eHow empowerment impacts on customer retention 139\u003c\/p\u003e \u003cp\u003eHow to empower staff and to what level 141\u003c\/p\u003e \u003cp\u003eBuilding staff confidence to ensure ownership of complaints 142\u003c\/p\u003e \u003cp\u003eDeveloping a set of discretionary awards 143\u003c\/p\u003e \u003cp\u003eDefining exactly how long that ‘extra mile’ should be 145\u003c\/p\u003e \u003cp\u003eReadiness checklist 146\u003c\/p\u003e \u003cp\u003eCase study: Currie \u0026amp; Brown 147\u003c\/p\u003e \u003cp\u003eCase study: WHSmith 149\u003c\/p\u003e \u003cp\u003e\u003cb\u003e11 Service Personnel Adopting the Sales Role 151\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eA satisfied complainer will remain loyal forever 152\u003c\/p\u003e \u003cp\u003eCross-sell and up-sell opportunities with a satisfied complainer 154\u003c\/p\u003e \u003cp\u003eHow to gain a 360-degree view of the customer 155\u003c\/p\u003e \u003cp\u003eIdentifying when a customer is satisfied 157\u003c\/p\u003e \u003cp\u003eInterdepartmental communications: internal collaboration – a vital link 159\u003c\/p\u003e \u003cp\u003eCan service personnel see themselves as sales people? 160\u003c\/p\u003e \u003cp\u003eReadiness checklist 161\u003c\/p\u003e \u003cp\u003eCase study: Siemens Communications 162\u003c\/p\u003e \u003cp\u003eCase study: AON Warranty Group 164\u003c\/p\u003e \u003cp\u003e\u003cb\u003e12 Caring for Your Carers 167\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eAvoiding jadedness in front-line staff 168\u003c\/p\u003e \u003cp\u003eAvoiding inconsistent service levels 169\u003c\/p\u003e \u003cp\u003eTaking a meaningful interest in your staff and their problems 170\u003c\/p\u003e \u003cp\u003ePromoting openness and discussion in the workplace 172\u003c\/p\u003e \u003cp\u003eIncentivising staff to go that ‘extra mile’ 173\u003c\/p\u003e \u003cp\u003eAcknowledging service excellence through benefits 174\u003c\/p\u003e \u003cp\u003eUnderstanding what motivates your staff and rewarding accordingly 175\u003c\/p\u003e \u003cp\u003eReadiness checklist 176\u003c\/p\u003e \u003cp\u003eCase study: National Westminster Bank 177\u003c\/p\u003e \u003cp\u003eCase study: Mid Kent College 179\u003c\/p\u003e \u003cp\u003e\u003cb\u003eThe Final Chapter – A Summary 181\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe process 182\u003c\/p\u003e \u003cp\u003eAnd the final words for the doubters 186\u003c\/p\u003e \u003cp\u003e\u003cb\u003e6 Case studies featuring main category winners from National Customer Service Awards\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eBT Cellnet 187\u003c\/p\u003e \u003cp\u003eEurostar UK 190\u003c\/p\u003e \u003cp\u003eMidland Mainline 194\u003c\/p\u003e \u003cp\u003eSainsbury’s Supermarkets 197\u003c\/p\u003e \u003cp\u003eStannah Stairlifts 200\u003c\/p\u003e \u003cp\u003eThe Trafford Centre 204\u003c\/p\u003e \u003cp\u003eGlossary of Terms 209\u003c\/p\u003e \u003cp\u003eIndex 213\u003c\/p\u003e \"… pragmatic, down-to-earth analysis of the key issues involved…\" (Marketing Business, February 2003) \u003cp\u003e\u003cb\u003eAdrian Tripp and Steve Hurst\u003c\/b\u003e\u003cbr\u003eAdrian Tripp is founder and Group Publishing Manager of Quest Media. Quest Media publishes two magazines: \u003ci\u003eCustomer Manager - Strategy \u0026amp; Practice for the Customer-Driven Enterprise\u003c\/i\u003e and \u003ci\u003eWinning Business\u003c\/i\u003e. In addition to the two magazines, Quest Media run frequent seminars on subjects related to the magazines, in association with the Institute of Professional Sales. They produce research reports on sales and customer management issues - available through seminars and the magazines (eg: \u003ci\u003eThe Future of Selling\u003c\/i\u003e 250pp). Most recently they launched the National Sales Awards, again, in association with the Institute of Professional Sales (1200 people came to the dinner). They are currently developing on-line products such as benchmarking tools that are deliverable over the web.\u003cbr\u003eThe aim of Quest Media is to raise the profile of the 'selling profession' and to give it more status than it has afforded in the past.\u003c\/p\u003e  Customer Management is the essential strategic magazine for senior managers and directors of organisations across all industry sectors striving to achieve excellence in the field of customer service and management. It is read by more senior managers and directors than any other magazine in this space.\u003cbr\u003e \u003cbr\u003e The role of Customer Management, as the leading publication in its field, is to help set the agenda for its readers. The publication maintains a very much how to approach, as does this book, while at the same time providing thought provoking, leading edge features reflecting best practice, new thinking and trends in this fast moving marketplace.\u003cbr\u003e \u003cbr\u003e Customer Management is the perfect read, showing the way forward for leaders across all sectors who are striving to develop customer-centric organisations and effectively manage their relationships with customers, both external and internal.\u003cbr\u003e \u003cbr\u003e www.customermanagementonline.co.uk\u003cbr\u003e \u003cbr\u003e The purpose of the National Customer Service Awards is to promote excellence, best practice and innovation in customer service and to highlight their importance in todays business climate.\u003cbr\u003e \u003cbr\u003e With customer expectations continually rising, the wider business community is becoming aware of the value and role that Customer Service and Consumer\u003cbr\u003e \u003cbr\u003e Affair professionals play in achieving business success and creating differentiation.\u003cbr\u003e \u003cbr\u003e This highly demanding area is arguably the critical success factor for many organisations. For this reason, it is right for the Customer Service profession to have a cross-industry national event to recognise, promote and honour excellence, professionalism and outstanding achievement.\u003cbr\u003e \u003cbr\u003e The Awards are a showcase of talent and achievement and many of the entrants, finalists and ultimate winners are featured in this book, being among the most forward-thinking organisations in the field of customer service excellence.  Customer Management Excellence determines the processes required for organisations to embark on service excellence programmes. It is designed to reduce the time of implementation from years to months, and discusses new thinking behind the emergence of customer service as a differentiator as well as exploring future trends.\u003cbr\u003e \u003cbr\u003e This is very much a How To book aimed at giving the reader a real competitive advantage. The case studies reflect the innovation, motivation and determination of some of the nations leading players in their pursuit of service excellence.\u003cbr\u003e \u003cbr\u003e Customer Management Excellence is packed full with readiness checklists enabling organisations to evaluate what needs to be put in place before embarking upon the service excellence journey.\u003cbr\u003e \u003cbr\u003e Customer Management Excellence case studies focus on organisations who have achieved recognition through the National Customer Service Awards, an awards programme that runs in close association with Customer Management magazine. Both the National Customer Service Awards and Customer Management magazine fall under the umbrella of media and publishing company Quest Media.","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47989017116901,"sku":"NP9780470848531","price":90.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780470848531.jpg?v=1761782451","url":"https:\/\/k12savings.com\/products\/customer-management-excellence-isbn-9780470848531","provider":"K12savings","version":"1.0","type":"link"}