Putting Customers First
Published on 29. August 2002
Book
Paperback/Softback
72 pages
978-0-7513-3845-4 (ISBN)
Description
Focus your organisation on customers and form successful working partnerships with clients.
More details
Series
Language
English
Place of publication
London
United Kingdom
Publishing group
Dorling Kindersley Ltd
Dimensions
Height: 177 mm
Width: 127 mm
Thickness: 6 mm
Weight
124 gr
ISBN-13
978-0-7513-3845-4 (9780751338454)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Additional editions
Persons
Andy Bruce, co-founder of SofTools Ltd. and Ken Langdon, former sales and marketing executive, have co-written 3 books in the Essential Managers series: 'Project Management', 'Strategic Thinking' and 'Do It Now!' Ken has also co-written Essential Managers 'Appraising Staff'.
Content
Understanding customers: why put customers first?; focusing on your best customers; understanding the end customer; finding out what customers want; understanding customer groups; understanding the buying process. Reviewing your approach: setting customer-first objectives; improving your business processes; providing customer support; developing products and services; using customer information; using best practices; making customer-focused decisions. Delivering satisfaction: promoting a customer-first attitude; developing a customer-first culture; forming partnerships; handling change effectively; succeeding with e-business; communicating clearly; dealing with complaints. Improving performance: looking for lasting benefits; building a loyal customer base; learning and innovating; evolving towards future customers; assessing your customer-first skills.