Customers are less less likely to value work they don't see. The article proposes adopting operational transparency to help customers understand and appreciate the value being added.
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The Library provides full text access to a selection of key business and reference eBooks from leading publishers. eBooks are available to logged-in ICAEW members, ACA students and other entitled users. If you are unable to access an eBook, please see our Help and support advice or contact email@example.com.
Effective sales force automation and customer relationship management: a focus on selection and implementation
The book includes chapters on integrating technology and telecoms with business strategy, implementing change, system planning and designing, and technology assessment and maintenance. It also looks at the role of customers in sales innovation and the implementation of new technology and software.
Expanding customer service as a profit center: striving for excellence and competitive advantage.
This book is aimed at organisational managers. It offers practical guidance on building sales loyalty with strong customer service, tailoring customer services to the right audience, and the types of customer services required by different businesses.
How to measure anything: finding the value of intangibles in business
A guide to valuing intangible assets when carrying out a business valuation. The author provides insights on measuring aspects of a business that may previously have seemed immeasurable, including customer satisfaction, organizational flexibility, technology risk, the value of information and technology return on investment (ROI). The book also covers measuring risk through modeling with the Monte Carlo simulation, a tool which can be used for almost any kind of risk analysis.
Customers are less less likely to value work they don't see. The article proposes adopting operational transparency to help customers understand and appreciate the value being added. This has the potential to increase customer loyalty and employee satisfaction. However, managers should be aware of certain conditions in which transparency can backfire.
What is your IT strategy?
The article offers the author's view regarding information technology (IT) strategies. Several requirements a firm needs to develop an IT strategy are outlined - some critical areas that IT plan should address which include governance, leadership, accountability, cloud and workflow strategy and client services.
You dont need more salespeople, you need more productivity
The author discusses the six ways to minimize the nonselling time of the business. Ways include automating prospect research by tapping social media sites and by using business intelligence, delegating or outsourcing lead generation and cultivation, and standardizing proposals and contracts. Also mentioned are the standardization of sales tools, the delegation of cross-sell/upsell, and assignment of customer service and administration.
Customer relationship management
Businessballs.com outline of CRM, including what it is, what it us for and benefits and characteristics of effective CRM
Customer relationship management
Information from NIBusinessInfo on CRM systems with benefits, drawbacks, how tio find the correct supplier and creating a CRM strategy.
Information on CRM and related products and services from the editors of CRM magazine. The site includes news, articles from the magazine, best practice guides and a CRM Directory.
Online community of customer strategy and CRM professionals providing news, advice and discussion. The website includes a document library providing access to reports relating to CRM and customer strategy.
Atom Content Marketing guides
- Customer care
Customer care is at the heart of all successful companies. It can help you develop customer loyalty and improve relationships with your customers.
- Customer loyalty
Loyal customers buy more, more regularly, and will frequently recommend your business to others. A guide to keeping your customers coming back.
- Customer service
How to build your reputation, attract new customers and increase the amount of repeat business you get - the basics of good customer service.
- Selling more to existing customers
One of the easiest ways to increase your revenue and profitability is to sell more to your existing customers. Up-selling is all about relevance
- Understanding your customers
Great customer care involves getting to know your customers so well that you can anticipate their needs and exceed their expectations.
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