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Monitoring Measuring And Managing Customer Service
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Book Synopsis Managing Activities by : Michael Armstrong
Download or read book Managing Activities written by Michael Armstrong and published by CIPD Publishing. This book was released on 1999 with total page 318 pages. Available in PDF, EPUB and Kindle. Book excerpt: Managing Activities describes and explains the nature of managerial work. It gives a definitive overview of the activities carried out in organisations to achieve their aims and meet the expectations and needs of their stakeholders - owners, managers employees, customers, suppliers and the public.
Book Synopsis Customer Service Delivery by : Lawrence Fogli
Download or read book Customer Service Delivery written by Lawrence Fogli and published by John Wiley & Sons. This book was released on 2006-02-02 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service.
Book Synopsis Managing Customer Relationships Using Customer Care Techniques by : Anna Brzozowska
Download or read book Managing Customer Relationships Using Customer Care Techniques written by Anna Brzozowska and published by CRC Press. This book was released on 2024-05-15 with total page 165 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today’s global business environment, Customer Relationship Management (CRM) has become key to the success of many international enterprises. Managing Customer Relationships Using Customer Care Techniques: Strategy Development of an International Enterprise offers a comprehensive analysis of this crucial business aspect, focusing on how companies can effectively manage their customer relationships in the context of global expansion. This book stands out with its unique approach to CRM, blending theory with practice and providing readers with a deep understanding of how CRM influences the strategies of international enterprises. The book is divided into four main parts, each focusing on a different aspect of customer relationship management. The first part focuses on creating strategies in the context of customer relationships in international enterprises, the second part discusses the essence of the CRM concept in companies, the third part delves into the strategy of a global enterprise from the customer relationship perspective, and the fourth part centers on the evaluation and optimization of customer care strategy in modern business. Key Features: • In-depth analysis of the CRM concept in the context of international business. • Discussion on the evolution of the CRM idea over the years. • Introduction to integrated customer relationship management systems in global enterprises. • Analysis of the impact of social media on CRM. • Practical insights on measuring the effectiveness of customer care activities. Managing Customer Relationships Using Customer Care Techniques: Strategy Development of an International Enterprise is a must-read for managers, business consultants, business students, and anyone wanting to understand how to effectively manage customer relationships in an international business environment.
Download or read book Human Sigma written by Jim Asplund and published by Simon and Schuster. This book was released on 2007-10-28 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service organizations. Human Sigma offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to effectively manage the employee-customer encounter to drive business success. Based on research spanning 10 million employees and 10 million customers around the world, the Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it. Human Sigma is based on five rules to bring excellence to how employees engage and interact with customers: RULE #1: E Pluribus Unum. Employee and customer experiences must be managed together — not as separate entities. RULE #2: Feelings Are Facts. Emotions drive and shape the employee-customer encounter. RULE #3: Think Globally, Measure and Act Locally. The employee-customer encounter must be measured and managed at the local level. RULE #4: There Is One Number You Need to Know. Employee and customer engagement interact to drive enhanced financial performance. And this interaction can be quantified and summarized with a single performance metric. RULE #5: If You Pray for Potatoes, You Better Grab a Hoe. Good intentions alone do not constitute a plan of action. Sustainable improvement in the employee-customer encounter requires disciplined local action coupled with a companywide commitment to changing how employees are recruited, positioned in roles, rewarded and recognized, and importantly, how they are managed. Essential reading for global business leaders, Human Sigma shows how sales and service companies can flourish in the new global economy. It reveals a profoundly different method for managing human systems for growth. Blending strategic analysis with hands-on, practical steps and advice, Human Sigma will change how you view your work, your employees and your customers forever.
Download or read book Business written by 布卢姆斯伯里出版公司 and published by 中信出版社. This book was released on 2003 with total page 2176 pages. Available in PDF, EPUB and Kindle. Book excerpt: 责任者取自版权页。
Download or read book Profit Brand written by Nick Wreden and published by Kogan Page Publishers. This book was released on 2007 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: Profit Brand presents a results-driven view of branding that any CEO or CFO would applaud. While branding strategies often concern themselves with "awareness," "visibility," "impact," and "image," author Nick Wreden shifts the focus to the bottom line. He offers a comprehensive metrics-based approach to branding that allows companies to link branding activities directly with profits. Wreden looks at the inefficiencies of traditional branding strategies that stress customer acquisition over customer retention. Customer loyalty, he argues, is the key to delivering profitability. With this in mind, he explores loyalty schemes, the need to own the customer experience, and the means of leveraging allies as brand ambassadors. He covers topics such as segmentation, optimization, pricing, and communication strategies and explores accountability systems such as six sigma, CRM, and scorecards. Citing examples from global brands such as IBM, Disney, Amex and KLM, the book highlights marketing practices both good and bad.
Book Synopsis Site Reliability Engineering by : Niall Richard Murphy
Download or read book Site Reliability Engineering written by Niall Richard Murphy and published by "O'Reilly Media, Inc.". This book was released on 2016-03-23 with total page 552 pages. Available in PDF, EPUB and Kindle. Book excerpt: The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use
Book Synopsis Performance Dashboards by : Wayne W. Eckerson
Download or read book Performance Dashboards written by Wayne W. Eckerson and published by John Wiley & Sons. This book was released on 2005-10-27 with total page 321 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tips, techniques, and trends on how to use dashboard technology to optimize business performance Business performance management is a hot new management discipline that delivers tremendous value when supported by information technology. Through case studies and industry research, this book shows how leading companies are using performance dashboards to execute strategy, optimize business processes, and improve performance. Wayne W. Eckerson (Hingham, MA) is the Director of Research for The Data Warehousing Institute (TDWI), the leading association of business intelligence and data warehousing professionals worldwide that provide high-quality, in-depth education, training, and research. He is a columnist for SearchCIO.com, DM Review, Application Development Trends, the Business Intelligence Journal, and TDWI Case Studies & Solution.
Book Synopsis Selling is So Easy It's Hard by : Dr. Gary S. Goodman
Download or read book Selling is So Easy It's Hard written by Dr. Gary S. Goodman and published by Gildan Media LLC aka G&D Media. This book was released on 2019-05-06 with total page 109 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most sales training programs offer the same old pointers: Always be closing, keep it simple, stupid, and ask for referrals. You know these clichés. Selling Is So Easy, It’s Hard is the first program to focus on the 77 correctable selling mistakes that novices and veterans make. Without conscious awareness, these errors, snafus, miscues, and blunders keep the typical seller from earning at least 25% more business. This translates into millions of dollars in lost income over the course of a career, according to best- selling author and speaker Dr. Gary S. Goodman.
Book Synopsis Business Plans to Game Plans by : Jan B. King
Download or read book Business Plans to Game Plans written by Jan B. King and published by John Wiley & Sons. This book was released on 2004-03-04 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: Breaking down complex concepts into simple and effective action plans, author Jan King will help you profit from her extensive experience and avoid common mistakes. This new revised edition elaborates on the six critical principles of running a small business that helped guide King to success: Set standards and give your employees the tools to meet your goals Lead by example Look to the long term–the very long term Find the important details and focus on them Watch for variances from expected results Face reality when you look at your company and take action Business Plans to Game Plans will help you turn your vision into a thriving business equipped to weather any market! Order today!
Book Synopsis Relationship Marketing and Customer Relationship Management by : Annekie Brink
Download or read book Relationship Marketing and Customer Relationship Management written by Annekie Brink and published by Juta and Company Ltd. This book was released on 2008 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: Presenting a dramatic shift in the way marketing is viewed and how its value is determined, this diverse resource focuses on the retention of customers through excellent customer service. Attending to the “4 Ps” of marketing, the guidebook addresses the ways in which a marketer can make decisions with the customer’s perspective as the priority. With strategies both for one-to-one marketing and for mass customization, this critical handbook offers information for today’s ever-adapting business environment.
Book Synopsis Managing for Results by : Gillian Watson
Download or read book Managing for Results written by Gillian Watson and published by CIPD Publishing. This book was released on 2005 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The text is designed to cater for all students studying the CIPD Managing for Results module as part of the recently introduced Leadership and Management Standards, as well as for students taking an introductory management module on a management, business or HR degree programme."--BOOK JACKET.
Book Synopsis The Handbook of Logistics and Distribution Management by : Alan Rushton
Download or read book The Handbook of Logistics and Distribution Management written by Alan Rushton and published by Kogan Page Publishers. This book was released on 2017-01-03 with total page 912 pages. Available in PDF, EPUB and Kindle. Book excerpt: Get a complete coverage on all the key aspects of distribution, logistics and supply chain planning and management with clear and straightforward explanations from the definitive guide to supply chain philosophy, strategy and the practicalities of logistics and distribution. The Handbook of Logistics and Distribution Management is a step-by-step guide to setting up and managing supply chains to add maximum value to the organizations they serve. Benefiting from the author team's years of practical experience in some of the most challenging environments across the world (from developed economies to third-world countries and war zones), this book will enthuse students and be an invaluable desk reference throughout their careers. Packed with worked examples and real-world data, The Handbook of Logistics and Distribution Management offers complete coverage on all the key aspects of distribution, logistics and supply chain planning and management with clear and straightforward explanations. This is not a compilation of work drawn from a disparate collection of research papers and miscellaneous projects, but a logical and complete view of how supply chains fit together, including minute details of distribution and logistics. This revised 6th edition of The Handbook of Logistics and Distribution Management provides solutions to today's key challenges. With new material on international freight forwarding, environmental best practice, cool chain, intermodal shipping and outsourcing and a new, detailed index of contents. New online resources include lecture slides (tables, images and formulae from the text), glossary of terms, weblinks, blog articles, video interviews and infographics.
Book Synopsis Project Management Metrics, KPIs, and Dashboards by : Harold Kerzner
Download or read book Project Management Metrics, KPIs, and Dashboards written by Harold Kerzner and published by John Wiley & Sons. This book was released on 2011-07-15 with total page 387 pages. Available in PDF, EPUB and Kindle. Book excerpt: Essential strategies from Harold Kerzner on measuring project management performance The maze-like path of today's projects reflects a business environment that's growing in complexity. Factors influencing projects, such as new advancements in computer technology, an unpredictable economy, and the increase in stakeholder involvement make metrics and key performance indicators (KPI) for project management an important focus. Such measures are commonly used to help an organization define and evaluate how successful it is, typically, in terms of making progress towards its long-term organizational goals. Project Management Metrics, KPIs, and Dashboards helps functional managers gain a thorough understanding of what metrics are and how they can be best implemented to gain traction in a fast-paced and diverse working atmosphere. With content aligned with PMI's PMBOK® Guide, this book offers extensive coverage on KPIs and how they may be monitored, using techniques such as business dashboards to assist in prescribing meaningful business strategies. After reading this book, functional managers will bolster their awareness of what good metrics management really entails—and be armed with the knowledge to measure performance more effectively. This book begins with basic KPI principles, helping functional managers deal with such key issues as: Successfully integrating KPIs and metrics into managing a project within a business strategy Important business dashboard techniques used in monitoring performance What is really important to different stakeholders in a project Managing resistance to change Next the book explores the key questions to ask before implementing a dashboard or reporting system. Some of these questions include: What are your needs? What is involved in integration? What's involved in operations and maintenance? What does the system cost? How long will the system last? Throughout the book, helpful illustrations clarify complex concepts and processes. These illustrations are also available as PowerPoint slides for course and seminar presentations.
Book Synopsis Managing Customer Experience and Relationships by : Don Peppers
Download or read book Managing Customer Experience and Relationships written by Don Peppers and published by John Wiley & Sons. This book was released on 2022-04-26 with total page 517 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world's leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to "treat different customers differently." This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.
Book Synopsis Information Security Management Metrics by : CISM, W. Krag Brotby
Download or read book Information Security Management Metrics written by CISM, W. Krag Brotby and published by CRC Press. This book was released on 2009-03-30 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: Spectacular security failures continue to dominate the headlines despite huge increases in security budgets and ever-more draconian regulations. The 20/20 hindsight of audits is no longer an effective solution to security weaknesses, and the necessity for real-time strategic metrics has never been more critical. Information Security Management Metr
