Download e-book for iPad: Customer Relationship Management: How to Turn a Good by Graham Roberts-Phelps

By Graham Roberts-Phelps

Information regarding and insights into the best way to allure and maintain shoppers are supplied during this company manager's reference. Demonstrating that each patron is exclusive yet might be segmented through worth, development, and purchasing standards, this advisor discusses why clients disorder, the best way to maintain a consumer for all times, the buyer interplay cycle, and the way to increase a advertising database. With charts, checklists, and case reviews, it stocks leading edge principles for customer support and explains easy methods to generate a buyer tradition via recruitment, education, and merchandising. additionally incorporated are innovations for carrying out client surveys and possibilities for connecting with consumers within the electronic age.

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It means knowing what you should know. It means doing what you can do to the best that you can do it – competence and courtesy, hand in hand – it’s a licence to keep customers for life. 50 chapter four Defining customer service excellence 5. Information and keeping the customer informed As mentioned earlier, the world today is a much more complicated place than in the past. Technology, social changes and education patterns have created a mass of information. For example, this book will be one of thousands of books that are printed on this topic every single year.

Salespeople, unwittingly and keen to close business, were quoting delivery times of four to six weeks. In reality nothing was ever delivered in less than ten weeks. You may think that it would be possible, once the order was secured, to actually reset the customer’s expectation to ten weeks. You may also think that this type of capital investment, something a video or recording company might actually only do for a few weeks a year, may not be too critical. However, consider for a moment that once you’ve placed your order for your new editing suite and desk, you will probably sell and decommission the existing equipment that you have from the date that you have been told the new equipment will be installed.

You need to understand the lifetime value of your customers, and communicate this throughout the enterprise. 24 chapter three The economics of customer care Customer value calculation The following value formula worksheet will help you to calculate the average lifetime value of each customer in your facility: 1. Working from your annual accounts, take the total amount of revenue and divide it by the number of current customers. 2. Calculate the average length of a relationship. 3. Total the number of referrals that became customers for the year, and divide by your total number of customers.

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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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