Meeting Customer Needs

3rd Auflage
ISBN: 978-0-7506-5984-0
Verlag: Routledge

Buch, Englisch, 232 Seiten, Format (B × H): 190 mm x 245 mm, Gewicht: 470 g

This is a third edition of Meeting Customer Needs, a diploma level book in the Chartered Management of Institute series. This particular title meets the specific requirements of those taking the Unit DM45 entitled Customer Focus, Marketing and Planning.A new website available for use with the text to provide revision notes and lecturers' notes. This book is ideal for managers seeking to establish or improve customer service and customer focus standards. It includes action plans, sample communications and checklists for managers to adapt for their own purposes. Real examples and new case studies are used throughout to illustrate points in a practical context.

Zielgruppe

Students studying NVQ4 qualifications including the CMI Unit DM45 entitled Customer Focus, Marketing and Planning.

Autoren/Hrsg.

Smith, Ian

Fachgebiete

• Wirtschaftswissenschaften Wirtschaftswissenschaften Wirtschaftswissenschaften: Berufe, Ausbildung, Karriereplanung
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege
• Sozialwissenschaften Pädagogik Berufliche Bildung Wirtschaftspädagogik, Berufspädagogik

Inhaltsverzeichnis

Introduction; Chapter 1 First,Know Your Self; Chapter 2 Customers:Whodothey Think they are?; Chapter 3 The Route to Your Customers; Chapter 4 Competitors and How to Make the Most of Them; Chapter 5 Starting the Planning Process – Where Do You Want to Be?; Chapter 6 Marketing – the Tools for Understanding and Analysing; Chapter 7 Marketing – Conversing with Customers; Chapter 8 Marketing – Measuring all that is Important; Chapter 9 Virtuous Cycles; Chapter 10 Revisitingyourplans Not the End, This is just the Start!;

Über Autor(innen)

Ian Smith