Customer Relationship Management: How to Turn a Good Business Into a Great One!
- 2h 34m
- Graham Roberts-Phelps
- Thorogood
- 2001
Every customer is an individual with a choice. The role of Customer Relationship Management (CRM) is to ensure that each first-time buyer becomes an ongoing client, and every client a self-perpetuating advocate of your business. This book explains the elements of CRM and how to establish an integrated customer relationship-oriented approach in your organization. How, in a word, to become a business where every customer's need is not just provided for but anticipated.
About the Author
Graham Roberts-Phelps is an experienced and professional business trainer and consultant, sharing his ideas and insights with thousands of people and organizations every year. With an extensive background in management and business development, he works with organizations of many different types and sizes.
Graham is the author of Companies Don’t Succeed – People Do!, Working Smarter and Telephone Tactics, all published by Thorogood.
In this Book
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Customer Relationship Management Demystified
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Why Do Customers Defect?
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The Economics of Customer Care
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Defining Customer Service Excellence
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Achieving Service Excellence
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Managing for Customer Satisfaction
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Customer-Focused Selling and Marketing Skills
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Connecting with Customers in the Digital Age
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The Ten Keys to Outstanding Customer Service
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Worksheets, Exercises and Action Plans
