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Value Added Customer Service
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Book Synopsis Value-added Customer Service by : Tom Reilly
Download or read book Value-added Customer Service written by Tom Reilly and published by McGraw-Hill/Contemporary. This book was released on 1996 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: Goes beyond the sale to explore what an organization must do to build and maintain a solid client base.
Book Synopsis Superior Customer Value by : Art Weinstein
Download or read book Superior Customer Value written by Art Weinstein and published by Routledge. This book was released on 2018-12-07 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt: Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.
Book Synopsis Value-Added Services for Next Generation Networks by : Thierry Van de Velde
Download or read book Value-Added Services for Next Generation Networks written by Thierry Van de Velde and published by CRC Press. This book was released on 2007-12-13 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the NGN world, no truer words are spoken than "the future is now." And the competition in the information networking arena will only intensify in the next 5-10 years. Choosing the correct NGN-VAS strategy now will set your company apart. Value Added Services for Next Generation Networks examines the quest for the real added value in modern commu
Book Synopsis Managing Customer Value by : Bradley Gale
Download or read book Managing Customer Value written by Bradley Gale and published by Simon and Schuster. This book was released on 2009-11-24 with total page 432 pages. Available in PDF, EPUB and Kindle. Book excerpt: Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards," according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality" -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments. Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, "market-perceived quality versus competitors" and aspire to an emerging fourth stage, "true strategic management." Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "war room wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management. The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.
Book Synopsis Value-added Selling : how to Sell More Profitably, Confidently, and Professionally by Competing on Value, Not Price by : Tom Reilly
Download or read book Value-added Selling : how to Sell More Profitably, Confidently, and Professionally by Competing on Value, Not Price written by Tom Reilly and published by Tata McGraw-Hill Education. This book was released on 2015 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Smart Calling written by Art Sobczak and published by John Wiley & Sons. This book was released on 2010-03-04 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: Praise for SMART CALLING "Finally, a sales book that makes sense! As a master sales trainer, Art nailed—no, obliterated—the number one fear of selling in this great book: cold calling! Let him teach you to stop cold calling and start Smart Calling!"—LARRY WINGET, television personality and New York Times bestselling author "Smart Calling is the benchmark as the highest professional standard for effective cold calling. Take the initiative to read and implement Art's rational principles and you will sell much more and develop a prospect base of potential customers who will call you when they are ready to purchase or graciously take your future calls. This is THE BEST sales text I have read in the past twenty years."—REX CASWELL, PhD, VP, LexisNexis Telephone Sales "You get only one chance to make the right impression in sales. If a top prospect gets a hundred calls a week, you want to be the one he remembers and buys from. Art's proven methods create a unique brand for you and position your offering as the best option. Art's advice isn't just smart, it's priceless."—BOB SILVY, VP, Corporate Marketing, American City Business Journals "Smart Calling effectively enables inside sales reps and organizations to accomplish a top priority—acquiring new customers. Art's pragmatic and actionable techniques will increase productivity, success, and professional satisfaction."—BILL McALISTER, SVP, Inside Sales, McAfee "A must-read, must-own book for anyone who wants to increase their sales right away with less effort and more fun. I'm so sure this book is a winner for anyone who needs to call prospects that I'll personally assure you that your results will increase noticeably after reading it, or I'll send you your money back."—MIKE FAITH, CEO & President, Headsets.com, Inc. "If you need to make a first call to anyone, for whatever reason, this book is for you. More than common sense, it's a real-world, no-fluff, simple approach that anyone can use to be successful."—DARCI MAENPA, President, West Coast Chapter, American Teleservices Association; Director, Member Support, Toastmasters International
Book Synopsis Funeral Home Customer Service A–Z by : Alan D Wolfelt
Download or read book Funeral Home Customer Service A–Z written by Alan D Wolfelt and published by Companion Press. This book was released on 2005-04-01 with total page 254 pages. Available in PDF, EPUB and Kindle. Book excerpt: From personalizing memorials and visitations to aftercare for the bereaved, this thoughtful manual helps owners and staff of funeral homes and cemeteries better understand their customers and the special needs in tending to the grieving and burial process. Explaining the evolution and prospects of today's "experience economy" customer, this motivational resource offers practical guidance for exceeding expectations and provides suggestions for service issues particular to funeral homes, such as first impressions, telephone skills, competition, and arrangements. With the more than 70 issues addressed, funeral professionals will be able to meet and exceed the sensitive necessities of families in pain.
Book Synopsis The Value-Added Employee by : Edward Cripe
Download or read book The Value-Added Employee written by Edward Cripe and published by Routledge. This book was released on 2007-08-22 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: A handy guide offering a practical plan for targeting skills any employee wants to develop and employers most desire. It's hard to tell if today's competitive job market is more unsettling for employees seeking job security or companies trying to retain loyal workers. The Value-Added Employee provides fresh insights on what makes employees valuable to the organization and how companies can keep productive employees on the job. Employees will understand how to increase their personal marketability by developing specific skills, knowledge, and attitudes. Managers and coaches will find the tools and resources to make employees more valuable to the organization. Even policymakers and human resource professionals can drive change and business improvement through the application of competency modeling processes. The Value-Added Employee is a step-by-step plan for targeting the competencies an employee wants to develop and employers most desire. It discusses 31 core competencies, including interpersonal competencies, business competencies, and self-management competencies. Designed as a handbook, The Value-Added Employee is a toolkit of ideas and a workbook to be written in and referred to on a regular basis. Through its use, employees and their companies will discover a firm foundation for meeting future goals.
Book Synopsis The Best Service is No Service by : Bill Price
Download or read book The Best Service is No Service written by Bill Price and published by John Wiley & Sons. This book was released on 2011-09-14 with total page 341 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences
Book Synopsis The Value Added Organization by : Thomas P. Reilly
Download or read book The Value Added Organization written by Thomas P. Reilly and published by . This book was released on 2000 with total page 142 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Mastering Customer Value Management by : Ray Kordupleski
Download or read book Mastering Customer Value Management written by Ray Kordupleski and published by Customer Value Management I. This book was released on 2003 with total page 372 pages. Available in PDF, EPUB and Kindle. Book excerpt: There is an emerging art and science of customer value management that is proving its worth inincreased market share and shareholder value for the companies that practice it. Customer value management is about: choosing value (determining what customers really value and developing your value proposition ) delivering value (making sure business processes are aligned with value proposition) communicating value (educating the market on your value proposition)The concepts of customer value management and the practical tools that have been developed to support them are the subject of this book.
Book Synopsis Beyond Customer Service by : Richard F. Gerson
Download or read book Beyond Customer Service written by Richard F. Gerson and published by Crisp Learning. This book was released on 1992 with total page 102 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Two Factor Theory of Customer Service by : DAVID L. ELWOOD
Download or read book Two Factor Theory of Customer Service written by DAVID L. ELWOOD and published by AuthorHouse. This book was released on 2013-12-18 with total page 200 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the Two Factor Theory of Customer Service, author David L. Elwood nudges the entire field of customer service toward becoming a professional discipline. Customer service is not a casual, do-it-if-you-think-of-it aspect of business; customer service is a real business product that stands beside the primary product of every business enterprise; it is inescapable and it is inextricably tied to profits. Elwood uses easy to follow ideas that open the door to fresh, persuasive perceptions of the fundamental dimensions of customer service events: accessible, emotional, temporal, informational, solutional, aptitudinal, and relational. The essence of Elwoods message is that the more clearly and deeply one understands customer service events, the more effective he or she will become at delivering customer service straight to the customer. And, as powerful, empirical research findings have shown, delivery of Superior Customer Service goes hand in hand with superior profits. The Two Factor Theory of Customer Service will delight everyone looking for a systematic approach to understanding and classifying the seemingly unending differences found in published examples of Superior Customer Service, and it will brighten the pathway for each provider seeking to increase profits. Without question, you ARE in the customer service business --- the only question is whether you are doing it well. Want a quick read at the airport terminal thatll entertain more than transform? Two Factor Theory of Customer Service isnt it! Elwood skips the clichs while delivering a perfect balance of theory and immediate application that will change how you see your customers, and more importantly how your customers will see you (again and again and again...). Jay Martinson, Ph.D. Chair, Communications Department, Olivet Nazarene University
Book Synopsis Customer Service Is More Than a Department by : Thomas P. Reilly
Download or read book Customer Service Is More Than a Department written by Thomas P. Reilly and published by . This book was released on 2003-08 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you serve people, at any level of a company, this book is for you. There is a greater awareness today for the improtance of providing good customer service and fundamental to our serving others is a belief that we must treat each other with respect.
Book Synopsis Value-Added Decision Making for Managers by : Kenneth Chelst
Download or read book Value-Added Decision Making for Managers written by Kenneth Chelst and published by CRC Press. This book was released on 2011-10-05 with total page 580 pages. Available in PDF, EPUB and Kindle. Book excerpt: Developed from the authors’ longstanding course on decision and risk analysis, Value-Added Decision Making for Managers explores the important interaction between decisions and management action and clarifies the barriers to rational decision making. The authors analyze strengths and weaknesses of the best alternatives, enabling decision makers to improve on these alternatives by adding value and reducing risk. The core of the text addresses decisions that involve selecting the best alternative from diverse choices. The decisions include buying a car, picking a supplier or home contractor, selecting a technology, picking a location for a manufacturing plant or sports stadium, hiring an employee or selecting among job offers, deciding on the size of a sales force, making a late design change, and sourcing to emerging markets. The book also covers more complex decisions arising in negotiations, strategy, and ethics that involve multiple dimensions simultaneously. Numerous activities interspersed throughout the text highlight real-world situations, helping readers see how the concepts presented can be used in their own work environment or personal life. Each chapter also includes discussion questions and references. Web Resource The book’s website at http://ise.wayne.edu/research/decision.php offers tutorials of Logical Decisions software for multi-objective decisions and Precision Tree software for probabilistic decisions. Directions for downloading student versions of the DecisionTools Suite and Logical Decisions software can be found in the appendices. Password-protected PowerPoint presentations for each chapter and solutions to all of the numeric examples are available for instructors.
Book Synopsis Logistics Clusters by : Yossi Sheffi
Download or read book Logistics Clusters written by Yossi Sheffi and published by MIT Press. This book was released on 2012-09-14 with total page 368 pages. Available in PDF, EPUB and Kindle. Book excerpt: How logistics clusters can create jobs while providing companies with competitive advantage. Why is Memphis home to hundreds of motor carrier terminals and distribution centers? Why does the tiny island-nation of Singapore handle a fifth of the world's maritime containers and half the world's annual supply of crude oil? Which jobs can replace lost manufacturing jobs in advanced economies? Some of the answers to these questions are rooted in the phenomenon of logistics clusters—geographically concentrated sets of logistics-related business activities. In this book, supply chain management expert Yossi Sheffi explains why Memphis, Singapore, Chicago, Rotterdam, Los Angeles, and scores of other locations have been successful in developing such clusters while others have not. Sheffi outlines the characteristic “positive feedback loop” of logistics clusters development and what differentiates them from other industrial clusters; how logistics clusters “add value” by generating other industrial activities; why firms should locate their distribution and value-added activities in logistics clusters; and the proper role of government support, in the form of investment, regulation, and trade policy. Sheffi also argues for the most important advantage offered by logistics clusters in today's recession-plagued economy: jobs, many of them open to low-skilled workers, that are concentrated locally and not “offshorable.” These logistics clusters offer what is rare in today's economy: authentic success stories. For this reason, numerous regional and central governments as well as scores of real estate developers are investing in the development of such clusters. View a trailer for the book at: http://techtv.mit.edu/videos/22284-logistics-clusters-yossi-sheffi
Book Synopsis Supply Chain Management: Text and Cases by : Vinod V. Sople
Download or read book Supply Chain Management: Text and Cases written by Vinod V. Sople and published by Pearson Education India. This book was released on 2011 with total page 560 pages. Available in PDF, EPUB and Kindle. Book excerpt:
