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Handbook of CRM : achieving excellence in customer management / Adrian Payne
Oxford ; Burlington, MA : Elsevier Butterworth-Heinemann, 2008
xx, 438 pages. : illustrations ; 24 cm.
Ký hiệu phân loại (DDC): 658.812
Adrian Payne offers a holistic strategic approach to managing customer relationships to increase shareholder value. His focus is on achieving an understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it.
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(1)
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2
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Improving tourism and hospitality services / Eric Laws
Wallingford : Cambridge, MA : CABI Pub, 2004
222 p.
Ký hiệu phân loại (DDC): 910.68
This book analyses the nature and quality of service experiences for the tourism and hospitality industry's clients, its staff and others affected by its operations. It draws together several approaches for the study of tourist satisfaction, equating this with quality in tourism and hospitality services. It examines situations that have caused problems resulting in customer dissatisfaction. Other examples show how some of the industry's most successful organizations succeed in providing profitable services that their customers enjoy. Also discussed is the significance of the marketing function in hospitality and tourism, particularly as it relates to customer expectations of service standards and consumer buying decisions. Other issues in the effective management of services are examined. The book has 8 chapters and a subject index. It also includes an appendix in the form of a set of slides for a management development workshop summarizing the main points in this book.
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3
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The ultimate question 2.0 : How net promoter companies thrive in a customer-driven world / Frederick F Reichheld ; Rob Markey
Boston, Masschusetts : Harvard Business Review Press, 2011
xi, 290 p. ; 24 cm.
Ký hiệu phân loại (DDC): 658.872
"In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: "Would you recommend us to a friend?" By asking customers this question, you identify detractors, who sully your firm's reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld: Defines the fundamental concept of Net Promoter, explaining its connection to your company's growth and sustained success, Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers, Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success"--Provided by publisher.
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4
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