| 紀錄類型: |
書目-語言資料,印刷品
: 單行本
|
| 副題名: |
why customer strategies fail and ten steps to do them right / |
| 作者: |
ArussyLior., |
| 出版地: |
Hoboken, N.J. : |
| 出版者: |
Wiley,; |
| 出版年: |
c2005. |
| 面頁冊數: |
xviii, 204 p. :ill. ; : 24 cm.; |
| 標題: |
Strategic planning. ; - |
| 標題: |
Consumer satisfaction. ; - |
| 標題: |
Customer relations. ; - |
| 標題: |
Customer services; - United States - |
| ISBN: |
0471713929 |
| 內容註: |
Understanding the fatal mistakes -- Critical choice 1--whoare we, customer pleasers or efficiency crunchers? -- Critical choice 2--what is the role of the customer in ourexistence? -- Critical choice 3--what defines our total experience? -- Critical choice 4--what customers do we neglect? -- Critical choice 5--what kind of relationships do we seek? -- Critical choice 6--how do we change our organization to avoid the silo-based customer trap? -- Critical choice 7--do we employ functional robots or passionate evangelists? -- Critical choice 8--post-sales dialogue and service, do we really care? -- Critical choice 9--what do our measurements say about us? -- Critical choice 10--how long do we milk our products? -- The ultimate choice--customer strategies, a mutual lifetime commitment. |