Total Customer Service: The Ultimate Weapon : A Six Point Plan for Giving Your Business the Competitive Edge in the 1990's - Couverture rigide

Davidow, William H.; Uttal, Bro

Couverture rigide

ISBN 10 : 0060161809 ISBN 13 : 9780060161804

Editeur : Harpercollins, 1989

Synopsis

Book by William H Davidow Bro Uttal

A propos du livre

Présentation de l'éditeur

Customer Service: The Competitive Weapon for the 1990s

Demand for total customer service is rolling over business like a juggernaut. Companies that master service will triumph; those that ignore it will be swept into bankruptcy. Total Customer Service shows why understanding customer service is imperative, how to achieve it, what it costs, and provides a six-point plan for acquiring the decisive weapon in business wars.

The Six-Point Plan for Gaining the Competitive Edge • Devise a service strategy • Get top managers to behave like customer service fanatics • Concentrate on motivating and training employees • Design products and services that make good customer service possible • Invest in service infrastructure • Monitor achievement of customer service goals

Biographie de l'auteur

William H. Davidow (at right) is a general partner at Mohr, Davidow Ventures in Menlo Park, California. He has held senior marketing positions at Hewlett-Packard and Intel, and he is the author of Marketing High Technology. Bro Uttal (at left) is a consultant who focuses on problems of technology management. He coauthored this book while a member of the Board of Editors of Fortune magazine.

Détails de l'édition

• Éditeur: Harpercollins
• Date d'édition: 1989
• Langue: anglais
• ISBN 10: 0060161809
• ISBN 13: 9780060161804
• Reliure: Relié
• Nombre de pages: 227
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible