Fundamentals of customer-focused management [electronic resource] / B.K. Patel.

Format:

Book

Author/Creator:

Patel, B. K.

Language:

English

Subjects (All):

Customer relations.

Industrial management.

Physical Description:

1 online resource (265 p.)

Place of Publication:

Delhi, India : Swastik Publications, 2010.

Language Note:

English

Summary:

Customer-orientation, customer-centricity, and Customer Relationship management (CRM) are not New Concepts or practices. But information Technology has unleashed tremendous opportunities in dealing with a customer and in Creating value to the customer. And yet the majority of Crm investments and initiatives fail because firms do not have the appropriate orientation to serving the customer. The Principal aim of this book is to get the reader to think about the firm and the way it conducts its Business in a certain way with a customer focus. It is now becoming clearly evident that all firms comp

Contents:

COVER; Preface; Contents; Introduction and Overview; Customer Value; On Being Service Oriented: The Key to a Sustainable Competitive Advantage; Managing Customer Information; Customer Knowledge Management; Designing and Developing Superior Customer Value; Delivering Customer-Focused Value by Managing Customer Interactions; Maximizing Yield from Value-Creating Assets; Selecting and Attracting the Right Customers; Guaranteeing Customer Value and Product Quality; Customer Defection Management; Ensuring a Customer-Focused Corporate Culture; Customer Experience Management; Bibliography

Notes:

Description based upon print version of record.

Includes bibliographical references (p. [252]-256).

ISBN:

1-282-80998-9

9786612809989

1-4416-5446-1

93-5043-685-X

600-00-1834-7

OCLC:

700695670