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Customer Results: Build Firm Equity
by Dave Ulrich Norm Smallwood Jack ZengerIf a firm's customers don't appreciate or value what the firm offers, customer results will fall short. This chapter explores ways to create customer results through firm equity, demonstrating how to maintain a distinctive relationship with customers while remaining profitable.
Customer Satisfaction Measurement for ISO 9000: 2000
by Bill Self Greg RocheFor the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction. Many customer surveys produce misleading results due to poor questionnaire design, inappropriate data collection methods and invalid statistic analysis. Customer Satisfaction Measurement for ISO 9000 explains in a clear and simple manner how to conduct a professional customer satisfaction survey that will produce a reliable result - as well as being consistent with the requirements of ISO 9001:2000. Each step of the customer satisfaction measurement process is explained sequentially and each is linked to appropriate clauses in the ISO 9001:2000 statement.
Customer Satisfaction Planning: Ensuring Product Quality and Safety Within Your MRP/ERP Systems
by Thomas T. HirataFocus on Customer Satisfaction for Increased Profit Statistics show that a single satisfied customer can bring a company two new ones but one unsatisfied client can cost it four. With this principle in mind, Customer Satisfaction Planning: Ensuring Product Quality and Safety within Your MRP/ERP Systems presents a progressive, cost-cutting efficiency system that builds on material requirement planning (MRP) and enterprise resource planning (ERP) to facilitate improved customer satisfaction. The book illustrates how shifting the focus from inventory replenishment to customer service results in a better product, received exactly on time, and with actual cost. Such a change is bound to make the company grow, benefiting its employees and suppliers, as well as the surrounding community.Overhaul an Outmoded SystemLack of discipline, human error, and part failures are all common to the inventory-focused MRP/ERP systems that many companies still use to plan production and keep track of materials. But these methods are based on antiquated principles and technology from the 1970s—several computer lifetimes ago. The author explains why his novel system will change the face of modern business management and details an implementation plan. He also documents the adjustments in logic and strategy through which companies can make major advances in inventory management and product assurance. For instance, in terms of manufacturing, customer satisfaction planning (CSP) improves the process by linking component orders to the parent order so a valid trail exists in the event of a recall. Developed on the basis that collecting and tracking information is considerably easier and less expensive than ever before, CSP calls for changes in receiving, inventory tracking, product management and assurance, kitting, and costing processes. These adjustments —and their resulting focus on the product and customer—make CSP the next logical step in business evolution.
Customer Sense
by Aradhna KrishnaAn insightful look at how touch, taste, smell, sound, and appearance effect how customers relate to products on a sensory level, and how small sensory changes can make a huge impact. Customer Sense describes how managers can use this knowledge to improve packaging, branding, and advertising to captivate the consumer's senses.
Customer Service & Banking Codes and Standards
by Finance Indian Institute Of Bankingparamount importance. This is because, unlike other businesses which are sale oriented, banking is relationship oriented and hence, excellent customer service becomes the sine qua non as it provides the cutting edge for the successful functioning of a bank. For banks, it is important to not only attract customers but also to retain them and earn their continued goodwill/business/patronage.
Customer Service Delivery in Africa: Consumer Perceptions of Quality in Selected African Countries
by Robert Ebo Hinson Doreen Anyamesem Odame Esi Akyere MensahCustomer service management is one of the key pillars of today’s business environment. Businesses operating in sub-Saharan Africa and other frontier markets have begun to embrace the concept of customer service management, with many incorporating the notion into their mission statements – with many forward-thinking companies transitioning from a transactional to a more strategic view of the customer. As customers have evolved and transformed from "passive audiences" to "active players" businesses are moving away from "the old industry model that sees value as created from goods and services to a new model where value is created by experiences". Today, businesses and customers create value through customised, co-produced offerings. This co-creation of value helps firms highlight the customer’s or consumer’s point of view and improve the front-end process of identifying customers’ needs. Given the increasing recognition of the customer as a co-creator of value, perceptions of customer service quality during COVID-19 and afterwards matter to businesses in Africa looking to thrive in a new post-COVID era since customers increasingly face several choices in the bid to access consumer products and services. This book consists of seven chapters beginning with an overview detailing the importance of customer service matters to Africa’s development and ending with a discussion of the future directions for enhanced customer service delivery in Africa. Each chapter in this book includes actual customer service and delivery practices from various countries on the African continent, including Egypt, Ghana, and South Africa, and uncovers the challenges, successes, and potential areas for improvement in delivering quality customer service.
Customer Service Games for Training (Routledge Revivals)
by Graham Roberts-PhelpsThis title was first published in 2011.After World War II, a systems approach to solving complex problems and managing complex systems came into vogue among engineers, scientists, and managers, fostered in part by the diffusion of digital computing power.Enthusiasm for the approach peaked during the Johnson administration, when it was applied to everything from military command and control systems to poverty in American cities. Although its failure in the social sphere, coupled with increasing skepticism about the role of technology and "experts" in American society, led to a retrenchment, systems methods are still part of modern managerial practice.
Customer Service Intelligence
by Merilynn Van Der WagenCustomer Service Intelligence uses a wide range of management and educational theories to provide different approaches that can be incorporated as part of the customer service trainer’s toolkit. Concepts such as: • emotional intelligence • behaviour modification • role modelling • dimensions of procedure and conviviality • expectancy theory • socio-cultural concepts of (service) community • customer service as dynamic 'object' in activity theory • Zen mindfulness all form the basis of training design in different contexts. Some trainers are dealing with new employees in fast food environments, others are retraining engineers in customer service provision as part of a strategic marketing initiative. This book enables the trainer to review the context for training and select the most appropriate approach to take. The training design is thus carefully thought through for maximum impact on the audience. Professionalism in customer service training is essential for the growth of many industries. This complex and challenging task is assisted by these perspectives, recommendations and case studies.
Customer Service Management Training 101: Quick and Easy Techqniues That Get Great Results
by Renee EvensonBecoming a great customer service manager requires an intentional focus on skills beyond those required for exemplary customer service. Building off the success of her book Customer Service Management Training 101, author Renée Evenson shows readers what it takes to advance to the next stage in their careers--focusing on their development as managers. Filled with the same accessible, step-by-step guidance as its predecessor, this book teaches readers how to identify their personal management style and develop the core leadership qualities needed to communicate with, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: planning and goal setting, time management, team development, conflict resolution, providing feedback, listening to your employees, monitoring performance, conducting meetings, and managing challenges.Packed with checklists, practice lessons inspired by real-world scenarios, and detailed examples and explanations of the right and wrong ways to do things, this handy resource is the start and finish of everything customer service managers need to know to thrive.
Customer Service Management in Africa: A Strategic and Operational Perspective
by Terri R. Lituchy Robert Ebo Hinson Ogechi Adeola Abednego Feehi Okoe AmarteyCustomer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.
Customer Service Marketing: Managing the Customer Experience
by Tingting Zhang Edwin N. TorresThis timely book is a comprehensive overview of customer service principles, theories, and practices. It looks at the best practices of service enterprises and the delivery of superior customer service. It also includes classic and contemporary theories relating to the consumers, managers, and their behaviors in organizational setting. The book uses real-life applications through examples from business enterprises in various service sectors, including hotels, restaurants, theme parks, event management, airlines, cruises, (e-)retailers, and finance. This book covers important concepts in service design and delivery including customer experiences, peer-to-peer services, the organization’s servicescape, quality measurement tools, and use of technologies. The book also gives insights into consumers including their expectations, attitudes, emotions, word-of-mouth behaviors, and strategies to ensure their loyalty. It also looks at developments in service theory and practice which remain relatively unexplored by existing textbooks. Filled with real-world case studies in various service sectors, this textbook will be particularly useful for students in hospitality guest services and services marketing.
Customer Service Skills for Success
by Robert W. LucasNot the Same Old Customer Service Textbook Customer Service: Skills for Success uses a variety of activities and example to gain and hold readers' interest while providing additional insights into the concepts and skills related to customer service. The text begins with a macro view of what customer service involves today and provides projections for the future then focuses on specific skills and related topics. The fifth edition of Customer Service: Skills for Success contains 10 chapters divided into three parts, plus the Appendix, Glossary, and Bibliography. These parts focus on different aspects of customer service: (1) The Profession, (2) Skills for Success, and (3) Building and Maintaining Relationships. Along with valuable ideas, guidance, and perspectives, readers will also encounter interviews of real-world service providers and case study scenarios and activities to help you apply concepts learned to real-world situations in order to challenge your thinking on the issues presented. For users of previous editions, you will note a streamlined approach where we have combined material from several previous chapters.
Customer Service Training 101: Quick and Easy Techniques That Get Great Results
by Renée EvensonYour service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of "Customer Service Training 101" presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: projecting a positive attitude and making a great first impression; communicating effectively, both verbally and nonverbally; developing trust, establishing rapport, and making customers feel valued; and confidently handling difficult customers and situations. The new features include: 'How Do I Measure Up?' self-assessments, and 'Doing It Right' examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.
Customer Service Training 101: Quick and Easy Techniques that Get Great Results
by Renee EvensonThis invaluable resource is the training manual you need to give your employees the thorough training, review, and--if necessary--overhaul they need in the vitally important area of customer service.If their interactions with you and your employees were the only things your customers knew about your business, what would they say about it? Would they use descriptions such as &“uninformed,&” &“rude,&” &“hot-tempered,&” &“uncaring&”? For your customer, nothing else represents your business more than your employees; therefore, nothing is more important than arming them with the knowledge and skills they need to find the best solution for every customer. Using scenarios, guidelines, and practice exercises, Customer Service Training 101 will train them in:Creating positive first impressionsSpeaking and writing effectivelyListening attentivelyIdentifying needsMaking customers feel valuedConfidently handling customer complaintsYour business plan is sound. Your product is needed. Your growth strategies are ground-breaking, but poor customer service can bring it all to a crashing halt. Equip you and your employees with the necessary skills before it&’s too late.
Customer Service: Career Success Through Customer Loyalty, 6th Edition
by Paul R. TimmCustomer Service: Career Success through Customer Loyalty, 6e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition features more on social networking, trustability, and customer service trends. Information is also included on internal customers, emerging technologies, and stress-reducing techniques. Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that yields loyalty and success.
Customer Success Management im Kontext der Anbieterintegration: Konzeption und empirische Betrachtung von B2B Anbieter-Kunden-Beziehungen
by Kerstin SayerNeue digitale Zugänge zum Kunden und eine zunehmende Beziehungsorientierung sowie kürzere Beziehungszyklen durch mehr Dynamik und Flexibilität auf dem Markt leiten in B2B-Unternehmen einen Perspektivwechsel ein. Dieser beinhaltet primär die neue Rolle des Anbieters als integrierender und wertschaffender Part in den Nutzungsaktivitäten des Kunden. Kerstin Sayer befasst sich in diesem Buch mit dem Customer Success Management als neuem Konzept im Relationship Marketing, das diesen Transformationsumständen entspringt und betrachtet insbesondere den Kontext der Anbieterintegration. Zunächst wird ein konzeptionelles Rahmenwerk für das Customer Success Management im Kontext der Anbieterintegration geschaffen. Darauf aufbauend wird ein Reifegradmodell sowie Barrieren und Strategien des Konzepts erarbeitet. Anschließend wird dargelegt, inwiefern insbesondere die Wissensbarriere in der Anbieter-Kunden-Beziehung überwunden werden kann. Auf Basis der Untersuchungen werden Handlungsempfehlungen auf Unternehmens- und Mitarbeitendenebene gegeben.
Customer Success Management – Kundenerfolg als Geschäftsstrategie: Wie Business-Kunden ihre Ziele erreichen können
by Michael Kleinaltenkamp Katharina Prohl-Schwenke Laura ElgetiEnde 2024 gaben fast 250.000 Personen auf LinkedIn an, eine Position als Customer Success Manager zu bekleiden. Customer Success Management (CSM) ist somit die am schnellsten wachsende Unternehmensfunktion. Zunächst in ausgewählten Dienstleistungsunternehmen implementiert, verbreitet sich CSM inzwischen weltweit und branchenübergreifend vor allem in Unternehmen, die serviceorientierte Lösungen anbieten bzw. die sich durch komplexe Angebote auszeichnen. Trotz der Praxisrelevanz herrscht vielfach immer noch Unklarheit darüber, was Kundenerfolg ist und wie er von der Anbieterseite aus gemanagt werden kann. Dieses Buch vermittelt Praktikern einen profunden Überblick über CSM auf der Basis von anschaulich aufbereitetem Wissen aus Wissenschaft und Praxis. Die AutorInnen stellen einen praktischen Leitfaden zur Verfügung, der den CSM-Prozess sowie die Rollen, notwendigen Fähigkeiten und Erwartungen an Customer Success Manager umfasst. Darüber hinaus wird aufgezeigt, wie sich CSM von bestehenden kundenbezogenen Managementkonzepten wie Value Based Selling, Key Account Management und Customer Relationship Management unterscheidet und gleichzeitig zu diesen in Beziehung steht. Der Inhalt Customer Success Management: Der Aufstieg eines neuen Managementkonzepts.-Kundenerfolg aus einer zielorientierten Perspektive.- Treiber der Implementierung von CSM.- Value-based Selling.- Implementierung und Onboarding.- Kundenbezogene CSM-Aktivitäten.- Anpassung der Value Proposition und Renewals.- Customer Advocacy. Ergebnisse des Einsatzes von CSM.- CSM-Strukturen
Customer Success Management: Helping Business Customers Achieve Their Goals (Management for Professionals)
by Michael Kleinaltenkamp Katharina Prohl-Schwenke Laura ElgetiEnd of 2022, nearly 200,000 people indicated holding a position as a customer success manager on LinkedIn. Customer success management (CSM) is thus the fastest growing business function. It was first implemented in selected service businesses, but currently CSM applications are spreading globally across industries. This book provides a clear understanding of CSM for practitioners based on comprehensibly prepared knowledge from practical and scientific resources. The book can be used as a practical guide to learn about CSM process and the roles, necessary capabilities, and expectations toward customer success managers. Furthermore, it also shows how CSM differs from and, at the same time, relates to existing customer-related management concepts such as value-based selling, key account management and customer relationship management. The presented insights are not only relevant for customer success managers, but also for those aiming at such a position in the future. The book is also useful for supplier and customer representatives who are connected with customer success management activities in their daily business.
Customer Success with Microsoft Dynamics Sure Step
by Chandru Shankar Vincent Bellefroid Nilesh Thakkar"Customer Success with Microsft Dynamics Sure Step" is a focused tutorial of Microsoft Dynamics solution envisioning and delivery, rather than a step-by-step guide into project management. It will equip you with the tactics required to plan, align, and orchestrate your solution selling activities, as well as help you to be efficient, proactive, goal driven, and flexible in your Microsoft Dynamics engagements. If you are involved in one or more of the roles stated below, then this book is for you: *If you are a Project Manager, Engagement Manager, Solution Architect, or Consultant involved in delivering Microsoft Dynamics solutions, this book will teach you how you can improve the quality of your implementation with a consistent, repeatable process. *If you are a Customer Project Manager, Subject Matter Expert, Key User, or End User involved in selecting the right business solution for your organization and delivering the Microsoft Dynamics solution, this book will help you determine how the method facilitates the delivery of a solution that is aligned to your vision. *If you are a Sales Executive, Services Sales Executive, Technical Sales Specialist, Pre-Sales Consultant, or Engagement Manager involved in the sales of Microsoft Dynamics solutions, this book will help you to understand how you can accelerate your sales cycle and bring it to a close. *If you are the Customer Decision Maker, CxO, Buyer, or Project Manager who participates in the selection process for your business solution needs, this book will show you how to determine how this process can help your due diligence exercise and set the stage for a quality implementation of the solution. *If you are a Change Management expert, this book will enable you to learn how you can help the customer manage organizational change during the business solution delivery process, and/or help solution providers adopt a process for selling and delivering solutions.
Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
by Nick Mehta Dan Steinman Lincoln MurphyYour business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses.Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.
Customer Value Creation Behavior
by Youjae YiWe all live in a service-based economy right now, and the role of customers has changed from passive buyers to active value creators. Customers are actively engaged in the value creation process, and customer value creation behavior has become an essential phenomenon. For the competitive advantage of the firm, employees need to change from exclusive service providers to value facilitators. Firms must now change their paradigm from treating customers as mere buyers to engaging customers as value creators. This book sheds insight into the essentiality of understanding customer value creation behavior for enhancing firm performance. This book is also a comprehensive reference critically analyzing the current state of customer value creation behavior. It covers theoretical foundations, measurement, antecedents and consequences of customer value creation behavior, in addition to applications in specific and various contexts. The book also highlights the importance of understanding the dimensional structure of customer value creation behaviour for accurate results of empirical research. In addition, the book also examines customer value destruction behavior or dysfunctional customer behavior. This book challenges the conventional belief that handling customer complaints equates with handling dysfunctional customer behavior and provides useful insights for handling employees and customers.
Customer Value Creation Behavior
by Youjae YiWe all live in a service-based economy right now, and the role of customers has changed from passive buyers to active value creators. Customers are actively engaged in the value creation process, and customer value creation behavior has become an essential phenomenon. For the competitive advantage of the firm, employees need to change from exclusive service providers to value facilitators. Firms must now change their paradigm from treating customers as mere buyers to engaging customers as value creators. This book sheds insight into the essentiality of understanding customer value creation behavior for enhancing firm performance.This book is also a comprehensive reference critically analyzing the current state of customer value creation behavior. It covers theoretical foundations, measurement, antecedents and consequences of customer value creation behavior, in addition to applications in specific and various contexts. The book also highlights the importance of understanding the dimensional structure of customer value creation behavior for accurate results of empirical research. In addition, the book also examines customer value destruction behavior or dysfunctional customer behavior.This book challenges the conventional belief that handling customer complaints equates with handling dysfunctional customer behavior and provides useful insights for handling employees and customers.
Customer Value Generation in Banking: The Zurich Model of Customer-Centricity (Management for Professionals)
by Stefanie Auge-Dickhut Bernhard Koye Axel LiebetrauThe banking sector is undergoing a process of fundamental transformation - mainly due to the challenges of digitalization, insistent customers, regulation and a volatile economic environment. This book provides an in-depth understanding of the underlying logic of 21st century's banking environment and helps to develop a roadmap for the successful transformation of contemporary business models. The authors introduce the 'Zurich model for a customer-centric banking architecture enabling the reader to develop a sustainable business model which copes with the challenges of this information age. They identify customer behavior traps in such an environment; introduce adequate strategic instruments and cornerstones for providing added value through financial services, and provide core factors for conducting a successful transformation process.
Customer Value Investment: Formula for Sustained Business Success
by Gautam MahajanThe Customer is the ultimate driver of a business. Customers buy products and services that give them more value and this value is what gives one company the winning edge over another. Using the unique Customer-in-Center concept, this pathbreaking book explains how investing in Customer Value can increase the market share and profitability of a company. It shows companies how they can be driven by Customers and their needs, and how sustained business success can be achieved through Customer Value Investment. In addition to clearly explaining key terms and basic concepts—insightfully illustrated with caselets, tables, graphs and key points in each chapter—the book explains how companies can: - Move beyond Customer management and satisfaction to loyalty - Become market leaders and improve business results - Understand the value they provide to Customers - Improve service quality and loyalty - Set up Customer-Circles and build Customer Conduits - Understand competitive strategies and pre-empt competition - Measure Customer capital
Customer Value Measurement at Nortel Networks--Optical Networks Division
by Das NarayandasSince 1995, Nortel Networks' Optical Networks (ON) division has been incorporating customer satisfaction and loyalty measures into its business practices to increase customer value. Over the years, key process owners in various parts of the organization have become accustomed to receiving such information in the format with which they are familiar. Recent initiatives by the Customer Value Measurement (CVM) team have shown that the current methodology does not provide all the insights required to achieve the full potential of customer value measurement. The CVM team now needs to present Nortel's senior management with the optimal combination of the many choices for soliciting customer perceptions that would make the best use of available resources, minimize the intrusion on customers' time, and add value for the business and customers alike.