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Meeting Customer Needs By Ian Smith

Meeting Customer Needs by Ian Smith

Condition - Very Good
$44.99
Only 4 left

Summary

Part of the "Chartered Management of Institute" series, this book is intended for managers seeking to establish or improve customer service and customer focus standards. It includes action plans, sample communications and checklists for managers to adapt for their own purposes. It features examples and case studies.

Meeting Customer Needs Summary

Meeting Customer Needs by Ian Smith

This is a third edition of Meeting Customer Needs, a diploma level book in the Chartered Management of Institute series. This particular title meets the specific requirements of those taking the Unit DM45 entitled Customer Focus, Marketing and Planning.

A new website available for use with the text to provide revision notes and lecturers' notes. This book is ideal for managers seeking to establish or improve customer service and customer focus standards. It includes action plans, sample communications and checklists for managers to adapt for their own purposes. Real examples and new case studies are used throughout to illustrate points in a practical context.

Table of Contents

Introduction; First, know yourself; But what do your customers think they're getting?; The route to your customers; Competitors and how to make the most of them; Starting the planning process - where you think you want to be; Marketing - the tools for understanding and analysing; Marketing - changing things, learning to focus; Marketing - measuring all that is important; Marketing - the doing word; Virtuous cycles; Balancing internal and external; Checking progress and sorting problems; Conclusions - not the end, this is just the start!

Additional information

GOR003486815
9780750659840
075065984X
Meeting Customer Needs by Ian Smith
Used - Very Good
Paperback
Taylor & Francis Ltd
2003-10-01
232
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
This is a used book - there is no escaping the fact it has been read by someone else and it will show signs of wear and previous use. Overall we expect it to be in very good condition, but if you are not entirely satisfied please get in touch with us

Customer Reviews - Meeting Customer Needs