The Ins and Outs of Internal Customer Service
One concept to emerge from this drive for quality is internal customer service; the idea that an organization consists of an independent chain of individuals and functional units, each taking inputs from one another and turning them out into external customer service. The basic assumption is that if everybody strives to provide their “internal customer” with better service, then the end customer will receive higher … [ Read more ]
Content: Article | Authors: Fred Luthans, Steve Farner, Steven M. Sommer | Source: ManagementFirst | Subjects: Customer Related, Management
Running an Effective Help Desk
Content: Book | Author: Barbara Czegel | Subjects: Customer Related, Industry Specific | Industry: Information Technology
SAS Dares to Win Battle for the Airways
How many times have you heard someone say, “you must listen to your customers in order to succeed?” Scandinavian Airline SAS piloted a scheme that has shown how observing and listening to customers really can lead to successful product development and relationship building.
Content: Article | Authors: Anders Gustafsson, Bo Edvardsson, Frederik Ekdahl | Source: ManagementFirst | Subjects: Best Practices, Customer Related
Never Trust a ‘Silent’ Customer
Do you have customers that leave suddenly? You’ve been doing this outstanding job for them, lavishing them with truckloads of service and yet they’re gone without a word.
The key operating factor here is ‘without a word.’ That’s the scary part! The silent ones are always the most dangerous. If you would like to learn how to keep your customers, you’ve first got to keep … [ Read more ]
Content: Article | Author: Sean D’Souza | Source: MarketingProfs | Subject: Customer Related
Customer Intimacy Theory Model
Benefits to Be Gained From E-CRM
Building an E-CRM Solution at Internet Speed
Personalization Tools Dig Deeper
Vendors are linking tools with CRM, content-management, and other IT systems.
Content: Article | Author: Eileen Colkin | Source: InformationWeek | Subjects: Customer Related, IT / Technology / E-Business
E-CRM: Meet the Ubiquitous Customer
Loyalty Rules! How Today’s Leaders Build Lasting Relationships
It’s trendy these days to decry a lack of loyalty among employers, employees, customers, and even investors, and blame it for everything from drops in business profitability to the decline of civilized society. But Frederick F. Reichheld, a Bain & Company director emeritus, insists that loyalty lives–and, in fact, remains a major reason for the success enjoyed by some of the leading names in both … [ Read more ]
Content: Book | Author: Frederick F. Reichheld | Subjects: Customer Related, Marketing / Sales
How to Mind Read Your Customers
Content: Book | Author: David P. Snyder | Subjects: Customer Related, Marketing / Sales
The Value of Customer Satisfaction / Retention
Consumers Turn Backs to Bells and Whistles
Customer Service Lessons From the Trenches
Martien Eerhart is a prolific author on sales, marketing, business development, customer service and applied common sense. We have compiled several of his insightful bulletins into this “Lessons From the Trenches” for your review.
Content: Article | Author: Martien Eerhart | Source: CEO Refresher | Subject: Customer Related
Customer Service: What Consumers Want
Churn Stats
Market for CRM Applications Goes Worldwide
Seven Power Strategies for Building Customer Loyalty
Content: Book | Author: Paul Timm | Subjects: Customer Related, Management
Unknown
The customer is always right, but not all customers are always right for you.
Content: Quotation | Subject: Customer Related
Understanding and adding value
Customer relationship marketing is one of the hottest concepts going these days, influenced in no small part by technological advances that allow companies to accurately profile and track individual purchasers. Though declining in popularity now, the loyalty card was an early attempt at consumer relationship building. Andrew Clemmet looks back at the key issues such schemes raised.
Content: Article | Author: Andrew Clemmet | Source: ManagementFirst | Subjects: Customer Related, Marketing / Sales