Customer Management Excellence - Successful Strategies from Service Leaders

CRM today is much like BPR in the 1990s. It is the strategy of the 21st century. Everyone is jumping on the bandwagon, but few are doing it in a way that will reap long--term benefits. And while billions are being spent worldwide, as yet there is not one case study of a true CRM focused company that is achieving major business success. Why? Three years ago Quest Media introduced the National Customer Service Awards. The philosophy was to research, recognise and reward organisations that were pushing the barriers of customer management to new limits. Written by the editor of Customer Management magazine, this book draws on Questa s research to reflect the current thinking behind todaya s front--runners in the customer management field. The authors challenge accepted thought processes and give realistic timeframes for implementing the innovative thinking that will produce tomorrowa s Customer Management Excellence. aeo An a all you need to know about customer managementa handbook -- draws on the authorsa vast experience to help unravel this complex topic aeo Provides case studies and examples of organisations that are award--winners in their innovative customer management techniques aeo Includes a glossary of terms and checklists to help readers benchmark their own progress in implementing successful customer management