What Customers Want, Customer Management

Learning to Manage Customers - To gain the right skills for customer management, organizations need to re-examine their marketing practices from first principles, CRM is an evolution of the marketing discipline - the management practice designed to align company resources with customer requirements in order to achieve optimum profit.

The Customers’ Benchmark - Used cleverly The Customers’ Benchmark can act as the design template for customer propositions, for within the seven factors lie the drivers and inhibitors of purchase decisions and customer loyalty

The Voice of the Customer - Customer feedback improves product design and enables six sigma projects. Feedback is the petrol driving ‘sense and respond’ organization. But what is feedback, how do you get hold of it and, crucially, how do you refine it into an asset.

You have permission to talk to my wife - Marriage vows are a deeply emotional commitment to care, share and endow our partners with all worldly goods. So it can come as quite a shock when call centre agents impertinently imply we are defrauding our nearest and dearest. Welcome to the world of the 1998 Data Protection Act (DPA).