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Zusatztext "... pragmatic! down-to-earth analysis of the key issues involved..." (Marketing Business! February 2003) Informationen zum Autor Adrian Tripp and Steve Hurst Adrian Tripp is founder and Group Publishing Manager of Quest Media. Quest Media publishes two magazines: Customer Manager - Strategy & Practice for the Customer-Driven Enterprise and Winning Business . 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: The Future of Selling 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. The 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. Klappentext 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. 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. 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. 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. Zusammenfassung 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. Inhaltsverzeichnis Introduction 1 Part I 1 Evaluating a Customer-Centric Approach 11 Generic overview 12 Are you price-, product- or customer-driven? 13 Transition towards customer focus 16 Differentiation through service 17 What customer service excellence means to an organisation 19 Readiness checklist 19 Case study: Unipath 20 Case study: London Borough of Newham 22 2 Enter the Customer Service Director 25 Introducing the role of customer director 26 Customer elements of a commercial business 27 How do service personnel keep touch with the changing corporate structure? 28 What makes customers important enough to have a director? 29 Readiness checklist 30 Case study: Sun Life Financial of Canada 31 Case study: Legal & General Assurance Society 33 3 Recognising the Cultural Needs of a Service Operation 35 Recognising the culture within different organisations 36 Marrying a culture of profit to a service excellence ethic 37 Undergoing a cultural change 39 Change management issues 40 Top-down approach to service culture 41 Readiness checklist 43 Case study: Tham...
