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Author: Richard Y. Chang Publisher: ISBN: 9780749416539 Category : Consumer satisfaction Languages : en Pages : 112
Book Description
The link between external customer satisfaction and an organization's internal customer relations is vital for success. This guidebook shows how to bridge that link using a step-by-step model with tools and techniques for measuring, analyzing and improving internal customer satisfaction.
Author: Richard Y. Chang Publisher: ISBN: 9780749416539 Category : Consumer satisfaction Languages : en Pages : 112
Book Description
The link between external customer satisfaction and an organization's internal customer relations is vital for success. This guidebook shows how to bridge that link using a step-by-step model with tools and techniques for measuring, analyzing and improving internal customer satisfaction.
Author: Richard Y. Chang Publisher: Pfeiffer ISBN: 9780787950828 Category : Business & Economics Languages : en Pages : 0
Book Description
This book illustrates the vital link between satisfying external customers and improving processes within the organization to ensure that internal customers are satisfied, too.
Author: Anne Swartzlander Publisher: ISBN: Category : Business & Economics Languages : en Pages : 306
Book Description
For courses in Customer Service, Marketing Principles in two-year vocational/technical schools, and related classes in Business Education. This unique text uses a model with customers at its center, integrating an organization's service philosophy and strategy, its systems, and its people-management policies that enable it to succeed in the 21st century business environment. With its comprehensive coverage of customer service communication "best practices,"Customer Service" provides innovative concepts and techniques appropriate for both experienced and entry-level customer service providers.
Author: Patrick J. Shelton Publisher: Jones & Bartlett Learning ISBN: 9780834210745 Category : Medical Languages : en Pages : 548
Book Description
Measuring and Improving Patient Satisfaction provides a detailed "how-to" approach to establishing an effective patient satisfaction measurement program. The reader learns how to measure patient satisfaction and act upon the information obtained from patient satisfaction surveys. The book is based on the author's own experience in creating and implementing a patient satisfaction measurement program for the Med-Partners Friendly Hills Health Network in Southern California.
Author: John J. Murphy Publisher: John Wiley & Sons ISBN: 0470016345 Category : Business & Economics Languages : en Pages : 416
Book Description
A company exists to make profit, and everything it does is a step towards that goal. Many firms are trying to get closer to their customers, but few realise how crucial this is to corporate value. Indeed, the long-term value of a company is perhaps best described as the sum of future profits from customers, discounted to a present value. Tackling two hot topics in business - CRM and corporate value - and based on a study undertaken by the Customer Management Leadership Group, John Murphy's new book links customer management directly to company profitability for the first time. By implementing its Customer Management Integration Framework, a company can see cash flows for each customer relationship, and use that information to effectively manage key customers for higher and more resilient levels of profitability.
Author: Vineet Nayar Publisher: Harvard Business Press ISBN: 1422139069 Category : Business & Economics Languages : en Pages : 210
Book Description
Imagine a management philosophy based not upon serving a company's customers, but on serving the company's employees. Vineet Nayar, CEO of HCL Technologies in India, has put such a philosophy into practice with remarkable results. His "employee first, customer second" mantra has been recognized globally as an example of organizational innovation, and was deemed a "new and radical management philosophy" ripe for the picking in the Western world by Business Week. In this book, Nayar himself describes his blunt refusal to treat the flesh and blood of HCL--its people--as "human resource" or as "intellectual capital" or even as an asset like all its other assets-and how his unique perspective led to an holistic transformation of his organization. By putting employees on top of the organizational pyramid, he argues, your company can fully realize the value created in the interface between customers and employees. This book leads managers and executives through the five core aspects of Nayar's approach, demonstrating how to create a sense of urgency, overhaul incentives and reporting structures, foster transparency in communications and feedback, provide platforms for achievement and personal growth, and finally recognize the potential of every individual in the organization. The "Employee First" philosophy should be the fulcrum of the transformation journey of any organization.
Author: Harry K. Jackson Publisher: John Wiley & Sons ISBN: 9780471180920 Category : Business & Economics Languages : en Pages : 244
Book Description
This volume is structured around the need to understand capacity, measure capacity, measure performance, and balance requirements and resources for production. All of these elements are combined in the book into an integrated model for optimizing the performance of the organization.
Author: Vicki Hess Publisher: Createspace Independent Publishing Platform ISBN: 9781453850862 Category : Languages : en Pages : 0
Book Description
Most of us are still waiting for our boss, our organization, our coworkers or our customers to change because we think that when they get it right, then we will be happy. The fact of the matter is that you are the CPO - Chief Paradise Officer - of your job. It's up to you to create the good life at work.The good news is that you can! The simple, five-step SHIFT technique is your Passport to Professional Paradise. More than just a clever memory tool, SHIFT will help you permanently change unproductive thoughts patterns, actions and habits so that you can experience less stress, more energy and remarkable results every day."As a CEO, I've learned that t=only engaged employees can take your company to new heights. Every employee would be well served to utilize the techniques that Vicki Hess espouses in SHIFT to Professional Paradise. It's entertaining and easy to read and, more importantly, east to up into practice. I recommend it highly!" Donald H. Totter, President, The Make It Rain Group, Inc."This book could not have come at a better time! My sales staff was entering into a new year filled with uncertainty, a tumbling economy, nothing but negativity on the nightly news...and me looking for creative ways to inspire sales when it appeared as if there were none to be had. Your book helped give my team new ways to tackle old problems and reminders to step back and think about what they really can control...I would recommend your book to anyone looking for a new way to present personal control over attitude and the positive impact on overall well-being." Patty North, CPC, Regional ManagerCelebrity Staff
Author: John A. Murphy Publisher: John Wiley & Sons ISBN: 0471498181 Category : Business & Economics Languages : en Pages : 307
Book Description
In a world where there is increasing choice for just about every kind of product and service, winning and holding the best customers is key to the success of any business. Customer Relationship Management, or CRM, is a concept that senior managers in any kind of business ignore at their peril. At its heart is the successful management of customer retention by being customer-focused as an organization. The concept is not rocket science, but its implementation is more of a challenge. It involves a fundamental change within the organization. In this book, John Murphy introduces "The Lifebelt" - quite literally an aid to keeping afloat in this pressured environment. The Lifebelt is a framework that offers a practical way forward to integrating and mobilizing the entire oragnization toward a holistic CRM programme. The proprietary framework features six key factors identified as being essential for consistent delivery of service: customer focus, processes, employee involvement, training, measurement, and continuous improvement. John Murphy outlines how each of the factors should be owned by an appropriate member of the top management team. When this framework is systematically and effectively implemented and managed it will considerably enhance the customer retention capacity of the company. The logic of the framework applies to virtually all industries internationally. Managers and marketers across the board will find this book one of the most practical gudies to retaining customers published to date.
Author: Richard Y. Chang
Author: Richard Y. Chang
Author: Richard Y. Chang
Author: Anne Swartzlander
Author: Patrick J. Shelton
Author: John J. Murphy
Author: Vineet Nayar
Author: Harry K. Jackson
Author: 
Author: Vicki Hess
Author: John A. Murphy