Handbook of Customer Relationship Management: Managing and Enhancing Relationship - Couverture souple

Kavitha, Dr. N.; A. Ramachandran, Dr.

 
9783639355482: Handbook of Customer Relationship Management: Managing and Enhancing Relationship
Couverture souple
ISBN 10 : 3639355482 ISBN 13 : 9783639355482
Editeur : VDM Verlag Dr. Müller, 2011

Synopsis

Every time a customer approaches your business, they arrive with an expectation. It may be a service need or a new product interest, but in every case, they have an expectation that accompanies their interest in your business. What happens next will form an experience that shapes their behavior. A good experience may increase their loyalty and tendency to purchase again. A poor experience may transfer their business to your competitor. The ability to recognize this process and to actively manage it forms the basis for Customer Relationship Management, or CRM. The ability to ensure that the enterprise will act with unity of purpose to ensure experiences that exceed every expectation is a monumental task. Customers interacting with employees, employees collaborating with suppliers— every interaction is an opportunity to manage a relationship. --- Craig Conway

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

Présentation de l'éditeur

Every time a customer approaches your business, they arrive with an expectation. It may be a service need or a new product interest, but in every case, they have an expectation that accompanies their interest in your business. What happens next will form an experience that shapes their behavior. A good experience may increase their loyalty and tendency to purchase again. A poor experience may transfer their business to your competitor. The ability to recognize this process and to actively manage it forms the basis for Customer Relationship Management, or CRM. The ability to ensure that the enterprise will act with unity of purpose to ensure experiences that exceed every expectation is a monumental task. Customers interacting with employees, employees collaborating with suppliers— every interaction is an opportunity to manage a relationship. --- Craig Conway

Biographie de l'auteur

Completed MBA(Bharathiyar University, India), M.Phil(Alagappa University, India), Ph.D (Mother Teresa Womens University, India),having 9 years of Experience in Academics, authored a book titled, "Funds Management in Commercial Banks: Indian Perspectives",presently working as Asst.professor in Mekelle University,Ethiopia.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
VDM Verlag Dr. Müller
Date d'édition
2011
Langue
anglais
ISBN 10 
3639355482
ISBN 13 
9783639355482
Reliure
Broché
Nombre de pages
164
Coordonnées du fabricant
non disponible
Personne responsable
non disponible