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Customer Relationship Management: How to Turn a Good by Graham Roberts-Phelps PDF

By Graham Roberts-Phelps

ISBN-10: 1854181149

ISBN-13: 9781854181145

Each purchaser is somebody with a call. The position of purchaser courting administration (CRM) is to make sure that every one first-time shopper turns into an ongoing customer, and each buyer a self-perpetuating recommend of your business.

This publication explains the weather of CRM and the way to set up an built-in consumer relationship-oriented process on your business enterprise. How, in a notice, to develop into a enterprise the place each customer's want is not only supplied for yet anticipated.

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Extra info for Customer Relationship Management: How to Turn a Good Business into a Great One

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Then send a copy to your customer. The same can be done for local newspapers and other publications. 12. Keep lines of communication open. As in any relationship, assure your customers that you are open to all calls about everything and anything – ideas, grievances, advice, praise, questions etc. This is one way to maintain that all-important rapport. Remember that people do business with people they like! 30 chapter three The economics of customer care Exercise: Customer dynamics How does your enterprise rate?

Compensate customers for lost time or money if they were caused by problems with your product or service. Use a well thoughtout recovery programme and stick to it. Better to err on the side of generosity than lose an account out of stinginess! 5. Be personal. Keep notes in your customer files on every little detail you know – everything from spouse and children’s names to hobbies, and especially their behavioural style. 29 chapter three The economics of customer care 6. Always be honest. Nothing undermines your credibility more severely than dishonesty.

E. more than three rings. ᮣ Unhelpful comments such as ‘It’s not my job’. ᮣ The enterprise is unclean, floors not swept in changing rooms etc. ᮣ Not notifying customers of changes concerning their status. ᮣ Not delivering what has been promised. Examples of good service ᮣ Responding to customers’ needs quickly and efficiently. ᮣ Implementing loyalty programmes. ᮣ Having a suggestion box on the reception desk. ᮣ Having staff who are polite, helpful and friendly at all times. ᮣ Following the philosophy that ‘nothing is too much trouble’.

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Customer Relationship Management: How to Turn a Good Business into a Great One by Graham Roberts-Phelps

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