| 紀錄類型: |
書目-電子資源
: 單行本
|
| 作者: |
KasabovEdward., |
| 合作者: |
WarlowAlex., |
| 其他團體作者: |
Palgrave Connect (Online service) |
| 出版地: |
Basingstoke |
| 出版者: |
Palgrave Macmillan; |
| 出版年: |
2012 |
| 面頁冊數: |
1 online resource (1 v.) |
| 標題: |
Customer relations - Management - |
| 標題: |
Customer services - Technological innovations. - |
| 標題: |
BUSINESS & ECONOMICS / Customer Relations - |
| 電子資源: |
http://www.palgraveconnect.com/doifinder/10.1057/9781137271150An electronic book accessible through the World Wide Web; click for information |
| 摘要註: |
The internet has changed the way consumers interact with companies. Businesses must maintain good levels of customer service in a digital world where old strategies may no longer suffice. This book explores what the successful compliance-centred businesses are doing to manage and improve customer experience. |
| ISBN: |
9781137271150electronic bk. |
| ISBN: |
1137271159electronic bk. |
| ISBN: |
Cloth |
| ISBN: |
Cloth |
| 內容註: |
PART I: HOW DID IT ALL COME ABOUT? Historical Development Types of Businesses PART II: THE REACTION! Misunderstanding and Negative Reaction Resistance to Building Software Managed Systems PART III: THE TECHNOLOGY Automated Computerised Systems and How They Work Automated Marketing Building Databases Integrating with Other Media, TV, E-mail, Mobile Phone PART IV: INNOVATIONS IN MANAGEMENT STRATEGY Extensive Use of Merchant Partners and Link Marketing Willingness to Integrate Systems with Customers, Suppliers and Partners High Levels of Reliability, Punctuality, Rapid Response Flat Management Structures, Openness and Democratisation Front-line Personnel Enabling Staff Innovative Ways of Financing Businesses PART V: MARKETING INNOVATIONS Fast Reaction to Market Changes Systems for Service Recovery and Complaint Management Relations and Long-term Loyalty PART VI: THE FUTURE AND ITS IMPACT Future Development and Effects on Society The Growth of Worldwide Databases Automated Compliance Systems The Importance of Social Networking Sites. |