Метка: работа с клиентами

Скачать книгу Connected CRM. Implementing a Data-Driven, Customer-Centric Business Strategy бесплатно, читать книги онлайн David Williams S.

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Книга: Connected CRM. Implementing a Data-Driven, Customer-Centric Business Strategy, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: David Williams S..

Идентификатор книги: 28284189.

книга Connected CRM. Implementing a Data-Driven, Customer-Centric Business Strategy  Краткое содержание бизнес книги: Connected CRM. Implementing a Data-Driven, Customer-Centric Business Strategy.

Praise for Connected CRM “Many books explore the subject of CRM. In this book the ‘m’ is for Marketing and David’s seasoned perspective indeed makes it a capital ‘M.’ Taking core direct response marketing techniques and moving beyond the simple use of data and analytics, he explores how today’s marketers can leverage advances in technology to create successful customer-centric business strategies.” —Ted Ward, VP of Marketing, GEICO “A must-read for CMOs, and more importantly CEOs, to simplify all the buzzwords around ‘big data’ and dimensionalize the organizational change necessary to become truly customer centric.” —Theresa McLaughlin, Chief Marketing and Communications Officer, Citizens Financial Group “Big Data, Social, and Cloud have become overused buzzwords with ambiguous meaning, but David brings to bear his years of industry leadership and experiences to break down today’s trends and opportunities in a practical, actionable fashion. A must-read for anyone who prefers profit over PowerPoint.” —Manish Bhatt, SVP and Chief Digital Officer, MetLife “In a data-rich world, consumers demand that marketers turn data into highly relevant and personal experiences—‘Don’t talk with me as a member of a segment, talk with me about how you will meet my unique expectations and solve my unique problems.’ For those of us who grew up in the marketing world of mass and broadcast, this is a tall order. Connected CRM helps marketers unpack customer centricity for their organizations, providing real insight into the development of a framework for enterprise customer centricity; a framework that promises true sustainable advantage.” —Tom Lamb, CMO, Lowe’s “Never before has customer data been more available, more necessary to build sales and loyalty, and more confusing to act on. David shows exactly what needs to be done. It’s about time. And we should all thank him. A lot!” —Steve Cone, EVP of Integrated Value and Strategy, AARP “The marketers who truly learn to harness the power of customer analytics and big data will take the spoils in an increasingly digital age. Those who don’t will quickly find themselves on a growing heap of failed marketing plans.” —Paul Guyardo, Chief Revenue and Marketing Officer, DIRECTV

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Скачать книгу The Cornell School of Hotel Administration on Hospitality. Cutting Edge Thinking and Practice бесплатно, читать книги онлайн Jack Corgel B., Michael Sturman C., Rohit Verma

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Книга: The Cornell School of Hotel Administration on Hospitality. Cutting Edge Thinking and Practice, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: Jack Corgel B., Michael Sturman C., Rohit Verma.

Идентификатор книги: 28300551.

книга The Cornell School of Hotel Administration on Hospitality. Cutting Edge Thinking and Practice  Краткое содержание бизнес книги: The Cornell School of Hotel Administration on Hospitality. Cutting Edge Thinking and Practice.

This cutting edge and comprehensive book—with contributions from the star faculty of Cornell University's School of Hotel Administration—offers the latest thinking on the best practices and strategies for hospitality management. A must for students and professionals seeking to enter or expand their reach in the hospitality industry, The Cornell School of Hotel Administration on Hospitality delivers the authoritative advice you need to: Develop and manage a multinational career and become a leader in the hospitality industry Maximize profits from franchise agreements, management contracts, and leases Understand and predict customer choices, and motivate your staff to provide outstanding service Manage hospitality businesses and the real estate underlying the businesses Control costs, coordinate branding strategy, and manage operations across multiple locations

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Скачать книгу The Experience. The 5 Principles of Disney Service and Relationship Excellence бесплатно, читать книги онлайн Bruce Loeffler, Brian Church

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Книга: The Experience. The 5 Principles of Disney Service and Relationship Excellence, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: Bruce Loeffler, Brian Church.

Идентификатор книги: 28275108.

книга The Experience. The 5 Principles of Disney Service and Relationship Excellence  Краткое содержание бизнес книги: The Experience. The 5 Principles of Disney Service and Relationship Excellence.

Bring Disney-level customer experience to your organization with insider guidance The Experience is a unique guide to mastering the art of customer service and service relationships, based on the principles employed at the renowned leader in customer experience ­– the Walt Disney Company. Co-Author Bruce Loeffler spent ten years at Disney World overseeing service excellence, and has partnered with Brian T. Church in this book, to show you how to bring that same level of care and value to your own organization. Based on the I. C.A.R.E. model, the five principles – Impression, Connection, Attitude, Response, and Exceptionals – give you a solid framework upon which to raise the level of your customer experience. You will learn how to identify your customer service issues and what level of Experience you are currently offering. You can then determine exactly what the «customer experience» should be for your company, and the changes required to make it happen. The Walt Disney Company is the most recognized name in the world for customer service. The «Disney Experience» draws customers from all around the world,. This book describes what it takes to achieve that level of Experience, and how any organization can do it with the right strategy and attention to detail. When the Experience is enhanced, the opportunity arises to convert customers to ambassadors who will share their Experience with others. Find «the experience» and what it means to the Organization Learn the five levels of experience, and why most companies fail at it Identify service problems that face every company in the marketplace Utilize the Experience Quotient and apply the I. C.A.R.E. principles Learn how to convert customers to ambassadors who share their story with others Customers are the lifeblood of business. A great product offering isn't enough in today's marketplace, where everyone's looking for an “experience.” Imagine the kind of value a Disney-level customer experience could bring to your organization. The Experience is a guide to getting there, from an insider's perspective.

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Скачать книгу The Art of Client Service. The Classic Guide, Updated for Today’s Marketers and Advertisers бесплатно, читать книги онлайн Robert Solomon, Ian Schafer

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Книга: The Art of Client Service. The Classic Guide, Updated for Today’s Marketers and Advertisers, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: Robert Solomon, Ian Schafer.

Идентификатор книги: 28277313.

книга The Art of Client Service. The Classic Guide, Updated for Today's Marketers and Advertisers  Краткое содержание бизнес книги: The Art of Client Service. The Classic Guide, Updated for Today’s Marketers and Advertisers.

A practical guide for providing exceptional client service Most advertising and marketing people would claim great client service is an elusive, ephemeral pursuit, not easily characterized by a precise skill set or inventory of responsibilities; this book and its author argue otherwise, claiming there are definable, actionable methods to the role, and provide guidance designed to achieve more effective work. Written by one of the industry's most knowledgeable client services executives, the book begins with a definition, then follows a path from an initial new business win to beginning, building, losing, then regaining trust with clients. It is a powerful source of counsel for those new to the business, for industry veterans who want to refresh or validate what they know, and for anyone in the middle of the journey to get better at what they do.

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Скачать книгу Call Centers For Dummies бесплатно, читать книги онлайн Bruce Simpson, Real Bergevin, Afshan Kinder, Winston Siegel

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Книга: Call Centers For Dummies, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: Bruce Simpson, Real Bergevin, Afshan Kinder, Winston Siegel.

Идентификатор книги: 28313727.

книга Call Centers For Dummies  Краткое содержание бизнес книги: Call Centers For Dummies.

Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.

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Скачать книгу Passionate and Profitable. Why Customer Strategies Fail and Ten Steps to Do Them Right! бесплатно, читать книги онлайн Lior Arussy

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Книга: Passionate and Profitable. Why Customer Strategies Fail and Ten Steps to Do Them Right!, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: Lior Arussy.

Идентификатор книги: 28972661.

книга Passionate and Profitable. Why Customer Strategies Fail and Ten Steps to Do Them Right!  Краткое содержание бизнес книги: Passionate and Profitable. Why Customer Strategies Fail and Ten Steps to Do Them Right!.

"I’ve always said that education without execution is just entertainment – and Lior illustrates this beautifully in his book. It is important to learn HOW to implement a successful Customer focus strategy and you need knowledge and process to do it well. Read this book and learn.”–Tim Sanders, Author of «Love is The Killer App» «Lior brings original thought to the world of business, ideas drawn from reality, based on solid observations with the clear objective of helping people make money. Read this and profit.»–Jerry Vass, Author of «Soft Selling in A Hard World» and President Vass Consulting «You might not like this book. It's not filled with easy shortcuts and feel-good platitudes. BUT, when you're ready to walk the walk and not just talk the talk) about treating your customers right and growing your business, Lior's book is a fine place to start down that rarely-followed, very profitable path.»–Seth Godin Author, Purple Cow & Free Prize Inside «Lior Arussy is a true customer advocate. This book is a must-read for anyone who knows that the only sustainable competitive advantage is to create a unique and meaningful customer experience.»–Ginger Conlon, Editor-in-Chief, CRM magazine According to Strativity's 2003 CEM global study, 45% of executives surveyed do not believe they deserve the customer’s loyalty. Following a decade of customer-centric books, the market is in a state of crises with over 50% customer focused projects fail. Passionate and Profitable is a new book that takes a critical look at the state of the companies’ commitment to customers and exposes the fatal mistakes companies make and the lip service they pay to their customers. Full of examples and statistics, Passionate and Profitable argues that customer strategies success depends on making serious tough choices and not cosmetic works. It is those tough trade offs that will help companies unleash their passion for customers and in return, increase their profitability and sales.

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Скачать книгу Taming the Search-and-Switch Customer. Earning Customer Loyalty in a Compulsion-to-Compare World бесплатно, читать книги онлайн Jill Griffin

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Книга: Taming the Search-and-Switch Customer. Earning Customer Loyalty in a Compulsion-to-Compare World, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: Jill Griffin.

Идентификатор книги: 28966181.

книга Taming the Search-and-Switch Customer. Earning Customer Loyalty in a Compulsion-to-Compare World  Краткое содержание бизнес книги: Taming the Search-and-Switch Customer. Earning Customer Loyalty in a Compulsion-to-Compare World.

Praise for Taming the Search-and-Switch Customer «What an excellent wake-up call! Your company's most valuable asset—your loyal customers—have more tools than ever to compare you to competitors and switch. Griffin does an excellent job identifying the risks to customer loyalty in an environment of immediate and abundant information, and defines a path to earn loyalty through delivery of enhanced value in the eyes of your customers. A truly important premise to building and maintaining a successful business.»? —Gerald Evans, president, Hanes Brands Supply Chain and Asia Business Development «In this dynamic treatise on customer retention, Jill Griffin, The Loyalty Maker, provides updated solutions to meet today's challenge of changing consumer shopping habits. A must-read for all retailers and wholesalers.» —Britt Jenkins, chairman of the board, Tandy Brand Accessories, Inc. «Mandatory reading for anyone who manages customer loyalty. A truly thought-provoking read!» —Timothy Keiningham, global chief strategy officer, executive vice president, IPSOS Loyalty «Every company is in the service business now, whether they realize it or not. Jill's book is a great start on how to make your service experiences better than they are today.» —Robert Stephen, founder, The Geek Squad «In today's Googlized marketplace, Taming the Search-and-Switch Customer is a must-read.» —Ken DeAngelis, general partner, Austin Ventures «Griffin is pure loyalty genius!» —Kelly Cook, vice president, Customer Engagement/CRM, Waste Management

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Скачать книгу What’s the Secret?. To Providing a World-Class Customer Experience бесплатно, читать книги онлайн John R. DiJulius, III

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Книга: What’s the Secret?. To Providing a World-Class Customer Experience, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: John R. DiJulius, III.

Идентификатор книги: 28971941.

книга What's the Secret?. To Providing a World-Class Customer Experience  Краткое содержание бизнес книги: What’s the Secret?. To Providing a World-Class Customer Experience.

What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers.

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Скачать книгу Competing in a Service Economy. How to Create a Competitive Advantage Through Service Development and Innovation бесплатно, читать книги онлайн Anders Gustafsson, Matthew Johnson D.

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Книга: Competing in a Service Economy. How to Create a Competitive Advantage Through Service Development and Innovation, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: Anders Gustafsson, Matthew Johnson D..

Идентификатор книги: 28967885.

книга Competing in a Service Economy. How to Create a Competitive Advantage Through Service Development and Innovation  Краткое содержание бизнес книги: Competing in a Service Economy. How to Create a Competitive Advantage Through Service Development and Innovation.

Competing in a Service Economy is a hands-on guide to creating services, with illustrative examples from service-oriented companies including Disney, Ericsson, IKEA, National Association of Convenience Stores, Ritz Carlton, Scandinavian Airline Systems, Sterling Pulp Chemicals, and Telia Mobile. This practical resource for executives, general managers, and managers in marketing, operations, and human resources reveals how to gain a competitive advantage by creating and implementing a strategic plan that will ultimately improve their organization's services. Written by the authors of the best-selling book Improving Customer Satisfaction, Loyalty, and Profit, this important new book will help business professionals to think and plan strategically to dramatically improve services, service development, and service innovation within their organizations.

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Скачать книгу Why CRM Doesn’t Work. How to Win by Letting Customers Manange the Relationship бесплатно, читать книги онлайн Frederick Newell, Seth Godin

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Книга: Why CRM Doesn’t Work. How to Win by Letting Customers Manange the Relationship, скачать, купить и читать.

Автор книги из жанра зарубежная деловая литература, клиентский сервис, работа с клиентами: Frederick Newell, Seth Godin.

Идентификатор книги: 28968693.

книга Why CRM Doesn't Work. How to Win by Letting Customers Manange the Relationship  Краткое содержание бизнес книги: Why CRM Doesn’t Work. How to Win by Letting Customers Manange the Relationship.

CRM was supposed to help businesses better understand their customers and increase efficiency. Yet most companies are not getting the return they expected. Is it possible to make customers happy and, at the same time, improve ROI? Is there a practical, affordable way to get customers to say what they really want? In Why CRM Doesn't Work, leading international marketing consultant Frederick Newell explains why it's time to change the game to CMR (Customer Management of Relationships). CMR allows companies to empower customers so they'll reveal what kind of information they want, what level of service they want to receive, and how to communicate with them–where, when, and how often. It is a bold solution for businesspeople at all levels in all industries who want to stay ahead of the curve in the development of customer loyalty. Newell shows by lesson and example why the current CRM isn't working, what needs to change, and how to put the CMR philosophy to work–without additional expense. The book includes case studies of good and bad relationship marketing from companies as diverse as Kraft Foods, Procter & Gamble, Budweiser, Charles Schwab, Dell, IBM, Lands' End, Sports Authority, Radio Shack, and Staples. With the knowledge in this book, a company can learn to build long-term relationships and bring in profits instead of relying on one-time sales. Why CRM Doesn't Work is important reading for companies of every size that are trying to satisfy and sell to today's consumer.

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