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Legendary service : the key is to care
\"The only book you need to raise customer service to a world-class level--from bestselling author and leadership guru Ken Blanchard Written as an entertaining customer-service \"parable,\" I Care--Do You? offers an easy-to-implement model based on the importance of caring for both internal and external customers. Ideal for both managers seeking to raise the level of their employees, as well as self-driven customer service professionals, this powerful guide combines practical advice with the rationale behind it to increase customer loyalty through sincere customer care.Ken Blanchard is Chief Spiritual Officer of The Ken Blanchard Companies, a global management training and consulting firm he cofounded in 1979. Victoria Halsey is Vice President of Applied Learning for The Ken Blanchard Companies. Kathy Cuff is a Senior Consulting Partner for The Ken Blanchard Companies\"-- Provided by publisher.
Book
Statistical methods in customer relationship management
Statistical Methods in Customer Relationship Management focuses on the quantitative and modeling aspects of customer management strategies that lead to future firm profitability, with emphasis on developing an understanding of Customer Relationship Management (CRM) models as the guiding concept for profitable customer management. To understand and explore the functioning of CRM models, this book traces the management strategies throughout a customer's tenure with a firm. Furthermore, the book explores in detail CRM models for customer acquisition, customer retention, customer acquisition and retention, customer churn, and customer win back.
Statistical Methods in Customer Relationship Management:
* Provides an overview of a CRM system, introducing key concepts and metrics needed to understand and implement these models.
* Focuses on five CRM models: customer acquisition, customer retention, customer churn, and customer win back with supporting case studies.
* Explores each model in detail, from investigating the need for CRM models to looking at the future of the models.
* Presents models and concepts that span across the introductory, advanced, and specialist levels.
Academics and practitioners involved in the area of CRM as well as instructors of applied statistics and quantitative marketing courses will benefit from this book.
eBook
Social network analysis in telecommunications
A timely look at effective use of social network analysis within the telecommunications industry to boost customer relationships The key to any successful company is the relationship that it builds with its customers. This book shows how social network analysis, analytics, and marketing knowledge can be combined to create a positive customer experience within the telecommunications industry. - Reveals how telecommunications companies can effectively enhance their relationships with customers - Provides the groundwork for defining social network analysis - Defines the tools that can be used to address social network problems A must-read for any professionals eager to distinguish their products in the marketplace, this book shows you how to get it done right, with social network analysis.
eBook
The Routledge Handbook of Service Research Insights and Ideas
The Routledge Handbook of Service Research Insights and Ideas offers authoritative coverage of current scholarship in the expanding discipline of service research.
Original chapters from the world's leading specialists in the discipline explore foundations and innovations in services, highlighting important issues relating to service providers, customers, and service design. The volume goes beyond previous publications by drawing together material from different functional areas, including marketing, human resource management, and service process design and operations. These topics are important in helping readers become knowledgeable about how different functional areas interact to create a successful customer experience.
This book is ideal as a first port of call for postgraduate students desiring to get up to speed quickly in the services discipline. It is also a must-read for academics new to services who want to access cutting-edge research.
eBook
Managing Customer Experiences in an Omnichannel World: Melody of Online and Offline Environments in the Customer Journey
Managing Customer Experiences in an Omnichannel World explores how organizations integrating both the physical and virtual environments for consumers will enable them to effectively manage the customer experience.
eBook