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| Author | : Richard Y. Chang |
| Publisher | : Pfeiffer |
| Total Pages | : 0 |
| Release | : 1999-06-28 |
| Genre | : Business & Economics |
| ISBN | : 9780787950828 |
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 | : Richard Y. Chang |
| Publisher | : |
| Total Pages | : 112 |
| Release | : 1995 |
| Genre | : Consumer satisfaction |
| ISBN | : 9780749416539 |
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 | : Chang Richard Y |
| Publisher | : |
| Total Pages | : 104 |
| Release | : 1998 |
| Genre | : |
| ISBN | : 9788175441149 |
| Author | : Anne Swartzlander |
| Publisher | : |
| Total Pages | : 306 |
| Release | : 2004 |
| Genre | : Business & Economics |
| ISBN | : |
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 | : |
| Publisher | : |
| Total Pages | : 36 |
| Release | : 1995 |
| Genre | : Customer services |
| ISBN | : |
| Author | : Patrick J. Shelton |
| Publisher | : Jones & Bartlett Learning |
| Total Pages | : 548 |
| Release | : 2000 |
| Genre | : Organizational change |
| ISBN | : 9780834210745 |
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 | : Andy Bruce |
| Publisher | : Dorling Kindersley Ltd |
| Total Pages | : 130 |
| Release | : 2009-07-01 |
| Genre | : Business & Economics |
| ISBN | : 1405352337 |
Focus your organisation on customers and form successful working partnerships with clients.
| Author | : John J. Murphy |
| Publisher | : John Wiley & Sons |
| Total Pages | : 416 |
| Release | : 2005-11-18 |
| Genre | : Business & Economics |
| ISBN | : 0470016345 |
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 | : Ron Kaufman |
| Publisher | : |
| Total Pages | : 0 |
| Release | : 2012 |
| Genre | : Business & Economics |
| ISBN | : 9780984762507 |
Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.
| Author | : P. Kitchen |
| Publisher | : Springer |
| Total Pages | : 220 |
| Release | : 2003-04-14 |
| Genre | : Business & Economics |
| ISBN | : 0230554709 |
This book compares and contrasts how different firms approach marketing within the same country. It concerns issues revolving around marketing as a form of rhetoric and marketing as a living reality for firms who practice it and contains cutting edge thinking from expert commentators on the marketing scene worldwide. It uses 16 case study examples of marketing practice in eight countries and shows whether marketing allegiance is openly proclaimed but in practice merely a rhetorical device or whether it is deeply embedded in organizational culture.
