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Beyond Loyalty: The Next Generation Of Strategic Customer Relationship Management
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ISBN
:
9788120329386
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Publisher
:
Phi Learning
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Subject
:
Business & Management
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Binding
:
Paperback
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Pages
:
120
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Year
:
2006
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125.0
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121.0
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Description
The book talks on how a company can remain competitive in today's world where the customers consistently expect high quality products and good services. In the authors' view, instead of traditional customer-loyalty programmes, the com-panies must come up with innovative new systems to efficiently manage their customer relationships. This is a forward-looking analysis of marketing and customer loyalty, suggesting that companies must find unique ways to satisfy their customers - unique in what the company offers and how it relates to customers. Indeed it has to move beyond conventional 'loyalty' programmes to remain competitive. Table of Contents List of Figures Acknowledgements
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Author Biography
s 1. Introduction. 2. Customer Orientation: The Traditional View. 3. Why Satisfied Customers Defect 4. A New Approach: Customer Relationship Quality Management 5. Designing an Effective Relationship Management System 6. Managing Customer Relationship Quality: An Action Plan 7. Conclusion Bibliography Answers to Problems Index
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