par
Strouse, Karen G.
Numéro de rayon préféré
384.0430688 22
Date de publication
2004
Résumé
Annotation "Offering a strategy based on customer-centered marketing, this resource helps professionals assess their company's market potential and target desirable segments successfully. Readers gain practical insight in evaluating their present customer base and learn the best ways to adjust their marketing strategies to eliminate unprofitable customers and attract high-value replacements. Moreover, the book helps planners and managers become attuned to customer demand and presents a service portfolio with a high potential for success."--BOOK JACKET. Title Summary field provided by Blackwell North America, Inc. All Rights Reserved.
Format :
Ressources électroniques
Pertinence:
134465.2031
par
Bell, Chip R.
Numéro de rayon préféré
658.812 BEL
Date de publication
2003
Format :
Livres
Pertinence:
3.2572
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par
Bell, Chip R.
Numéro de rayon préféré
658.812 BEL
Date de publication
2013
Résumé
The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas.
Format :
Ressources électroniques
Pertinence:
3.1567
par
Heskett, James L.
Numéro de rayon préféré
658.812 SER
Date de publication
1997
Résumé
"Why are a select few service firms better at what they do - year in and year out - than their competitors? James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of research, the authors show how managers employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity."--BOOK JACKET.
Format :
Livres
Pertinence:
3.1238
par
Weinstein, Art.
Numéro de rayon préféré
658.812
Date de publication
2019
Format :
Ressources électroniques
Pertinence:
3.0842
par
Gage, Marty.
Numéro de rayon préféré
658.812
Date de publication
2022
Format :
Ressources électroniques
Pertinence:
2.1380
par
Osterwalder, Alexander.
Numéro de rayon préféré
658.812
Date de publication
2015
Résumé
The authors of the international bestseller Business ModelGeneration explain how to create value propositions customerscan't resist Value Proposition Design helps you tackle a corechallenge of every business - creating compelling productsand services customers want to buy. This practical book, pairedwith its online companion, will teach you the processes and toolsyou need to succeed. Using the same stunning visual format as the authors'global bestseller, Business Model Generation, this sequel explainshow to use the "Value Proposition Canvas" a practicaltool to design, test, create, and mana
Format :
Ressources électroniques
Pertinence:
2.0502
par
Palmer, Adrian.
Numéro de rayon préféré
658.12
Date de publication
2009
Résumé
This e-book aims to raise debate about the theory and application of customer experience within the context of direct marketing. Despite the apparent appeal of the concept, the unique nature of a customer experience, which is specific to a customer, at a specific time and location, in the context of a specific event, provides challenges for managers to implement the concept for planning and control purposes.
Format :
Ressources électroniques
Pertinence:
1.9846
par
DiJulius, John R.
Numéro de rayon préféré
658.812
Date de publication
2008
Résumé
What's the Secrets? gives you an inside look at the world-class customer service strategies at today?s some of today?s best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world?s best customer service providers.
Format :
Ressources électroniques
Pertinence:
1.9106
par
Arussy, Lior.
Numéro de rayon préféré
658.812 ARU
Date de publication
2008
Résumé
Addressing all levels of the corporate ladder, from customer service to the CEO, this business-savvy handbook explores "The Excellence Myth," revealing a new philosophy of excellence to help individuals and organizations reach their performance potential. Including both personal anecdotes as well as the results of a 23,000-participant study, the book details the keys to expanding leadership skills, improving employee satisfaction and job performance, and securing customer loyalty. The guide also explains how making "The Daily Choice" will empower employees to reach new heights of excellence
Format :
Ressources électroniques
Pertinence:
1.8057
par
Wilson, Jerry R.
Numéro de rayon préféré
658.812
Date de publication
2020
Format :
Ressources électroniques
Pertinence:
1.7384
par
Baglieri, Enzo.
Numéro de rayon préféré
658.812
Date de publication
2014
Résumé
This book presents latest research on the evolution of consumer services, as these services continue to become a larger part of the economy in the world. Four core focal points lead the central message of the book: first, the?convergence of back and front offices; second, placing the client as a fundamental input of services production and delivery process, and ''industrializing''?the?customers''?role?to?combine?efficiency?and experience; third, the constitution and role of inputs necessary for the configuration, production and delivery of the service,?with the crucial role?of ''operationalizi
Format :
Ressources électroniques
Pertinence:
1.6726
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