Aftersales Management explores in detail the immense amount of money wasted in the retail industry every year on badly managed after sales processes, and looks at how to precent this happening. What happens after a sale if problems occur? How are they handled, and what processes can be applied to make sure that they are dealt with cost effectively for the company, while at the same time improving customer service and increasing sales?
Aftersales Management sets out the legal position on customer rights, and explains to readers exactly what customers want, what salespeople want and how these needs impact on teams within the rest of a retailer’s company. The book also discusses the key parts of implementation, showing how to manage key stakeholders, both within the business (ie the various business functions and departments) and outside (such as manufacturers and suppliers).
With practical examples to show just how much of a saving can be achieved if changes are made, the book demonstrates how to create a viable aftersales proposition – from managing the implementation, through making the necessary changes, to holding on to the gains once made.
Hardcover: 228 pages
Publisher: Kogan Page (November 28, 2009)
Editor: David Brock
Category: Business Books, Sales Books
In Voice of the Customer Marketing, Ernan Roman, the award-winning marketing guru who created the IDM (Integrated Direct Marketing) and Opt-in marketing methodologies shows you a proven, step-by-step process for understanding the expectations of your customers and prospects for more effective relationships and deeper levels of value. He then demonstrates how to use these insights to develop high impact, high return relationship marketing strategies and action plans which generate consistent double-digit increases in response and sales.
The book’s numerous case studies demonstrate the most effective uses of Voice of the Customer marketing in action, and the most frequent mistakes marketers make-trying to “manage” customers rather than continually engaging them.
This book is essential reading for all marketers, whether in Fortune or Growth sized companies, who want dramatic increases in sales and marketing effectiveness.
Hardcover: 272 pages
Publisher: McGraw-Hill; 1 edition (September 27, 2010)
Editor: Ernan Roman
Category: Business Books, Marketing Books
Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition of “Customer Service Training 101″ presents proven techniques for creating unforgettable customer experiences.
The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: projecting a positive attitude and making a great first impression; communicating effectively, both verbally and nonverbally; developing trust, establishing rapport, and making customers feel valued; and confidently handling difficult customers and situations. The new features include: ‘How Do I Measure Up?’ self-assessments, and ‘Doing It Right’ examples from the author’s extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.
Paperback: 224 pages
Publisher: AMACOM; Second Edition edition (October 6, 2010)
Author: Renee Evenson
Managing and transferring knowledge – at the right time, in the right place and with the right quality for customers – enables companies to survive in times of fierce competition. The focus of this work is therefore on Knowledge Management and Customer Relationship Management.
The theoretical part comprises several approaches to knowledge, its transfer and the barriers to be overcome when sharing knowledge. This is followed by a description of CRM and CKM (Customer Knowledge Management), outlining how crucial their successful use is.
The practical part explores on the one hand the dependence on knowledge and on the other hand its availability for a good customer relationship. It includes a case study that investigates both the administrative and the operational area of a concrete company. The survey results are then discussed in detail, key success factors identified and mistakes pointed out. After this critical analysis, final recommendations are given that every company can benefit from.
Hardcover: 143 pages
Publisher: Springer; 1st Edition. edition (January 10, 2011)
Author: Silvio Wilde