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Customers mean business : six steps to building relationships that last

Author: James A Unruh
Publisher: Reading, Mass : Addison-Wesley, 1996.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:
"You can gather reams of data, but how do you transform it into knowledge you can use to serve a particular customer? When customers are choosing between you and your competitors, what convinces them that you can tailor your service to their specific needs?" "Customers Mean Business evolved from the Unisys journey to answer these questions and thereby better serve its customers. They gathered people from more than  Read more...
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Genre/Form: Case studies
Additional Physical Format: Online version:
Unruh, James A.
Customers mean business.
Reading, Mass : Addison-Wesley, 1996
(OCoLC)988738504
Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: James A Unruh
ISBN: 0201590433 9780201590432
OCLC Number: 34514844
Notes: Includes index.
Description: xii, 212 pages : illustrations ; 24 cm
Contents: 1. Getting Started --
2. Obtaining Top Management Commitment --
3. Understanding Customers --
4. Setting Customer-Centered Strategies --
5. Cultivating Pro-Customer Employees --
6. Developing and Delivering Pro-Customer Service --
7. Retaining Existing Customers --
8. Gaining New Customers --
9. Using Technology and Measurement Systems --
10. Coordinating, Capitalizing, and Continuing.
Responsibility: James A. Unruh.

Abstract:

"You can gather reams of data, but how do you transform it into knowledge you can use to serve a particular customer? When customers are choosing between you and your competitors, what convinces them that you can tailor your service to their specific needs?" "Customers Mean Business evolved from the Unisys journey to answer these questions and thereby better serve its customers. They gathered people from more than one hundred world-class companies that have been recognized for their dedication to customers." "With the guarantee of anonymity, the participants spoke freely about the secrets of their success in initiating or sharpening their focus on customers. The gold mined from these interviews reveals practical programs to retain and attract customers, to develop employee skills in customer focus, and to use new measurement systems and technology. With this wealth of advice, amplified by their information management work with companies all over the world, James Unruh and the Unisys team developed a highly focused, six-stage process they call "Customerize," described here in clear, simple steps. The real-life stories that flesh out the framework are the voices of people on the front lines."--Jacket.

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