Chartered Management Institute open learning programme
يادداشت کلی
متن يادداشت
Previous edition: published as Customer focus / Melanie Allen and Karen Holmes. Oxford : Pergamon Open Learning, 1997?
یادداشتهای مربوط به کتابنامه ، واژه نامه و نمایه های داخل اثر
متن يادداشت
Includes bibliographical references.
یادداشتهای مربوط به مندرجات
متن يادداشت
Cover -- Creating a customer focus -- Contents -- Series overview -- Introduction -- Objectives -- Reference -- Section 1 Understanding the organization -- Introduction -- What business are you in? -- What are its mission and values? -- Oxfam's purpose -- Glaxosmithkline, mission statement -- Who are its stakeholders? -- What type of organizational structure is there? -- What about culture? -- A marketing culture -- Learning summary -- Into the workplace -- References -- Section 2 Focusing on customers -- Introduction -- What do customers expect? -- What causes the customer gap? -- Assessing service quality -- Learning summary -- Into the workplace -- References -- Section 3 The marketing planning process -- analysis -- Introduction -- An overview of the analysis stage -- Collecting information -- the external environment -- Requirements of customers -- Market segmentation on practice -- Types of market segmentation -- What influences industrial or business customers? -- Using databases for collating customer information -- Competition -- Scanning the external environment -- Collecting information -- the internal environment -- Analysing the information -- Learning summary -- Into the workplace -- Reference -- Section 4 The marketing planning process -- developing the marketing plan -- Introduction -- Strategy development -- Marketing objectives -- Shaping the 'P's -- Product -- Price -- Place -- Promotion -- Physical evidence -- The marketing plan -- Learning summary -- Into the workplace -- References -- Section 5 Planning to please your customers -- Introduction -- Using information to develop plans for customer service -- The Pareto effect -- Fishbone diagrams -- Collecting formal information -- Collecting informal information -- The planning process -- What do you want to achieve? -- Who will you involve? -- Planning a schedule -- Project stages -- Plan team activities to meet customer needs -- Measuring progress -- Consult and encourage team members to meet requirements and maintain commitment -- Informal motivation -- communicate -- Recognition and reward -- Learning summary -- Into the workplace -- References -- Section 6 Check that it's right! -- Dealing with complaints -- Welcoming complaints -- Setting up a complaints procedure -- Recording the information -- Solving the problems -- Monitoring and review: keeping it going -- Project assessment -- Ask your customers -- Open for business -- Formal customer feedback -- Learning summary -- Into the workplace -- References -- Information toolbox -- Marketing/Customer focus -- CMI Management Information Centre -- Benchmarking -- Decision-making -- Teams -- Data Protection Act (1998) -- Last Page.
بدون عنوان
0
یادداشتهای مربوط به خلاصه یا چکیده
متن يادداشت
The new edition of the Chartered Management Institute's Open Learning Programme has been updated to include the latest management concepts and methodologies. It includes current management concepts, the changing legal framework in which managers operate and the impact of technology in the work environment.
ویراست دیگر از اثر در قالب دیگر رسانه
عنوان
Creating a customer focus.
شماره استاندارد بين المللي کتاب و موسيقي
9780750664264
موضوع (اسم عام یاعبارت اسمی عام)
موضوع مستند نشده
Customer relations, Problems, exercises, etc.
موضوع مستند نشده
Customer relations.
موضوع مستند نشده
Relationship marketing, Problems, exercises, etc.
موضوع مستند نشده
Relationship marketing.
موضوع مستند نشده
BUSINESS & ECONOMICS-- Customer Relations.
موضوع مستند نشده
Customer relations.
موضوع مستند نشده
Relationship marketing.
مقوله موضوعی
موضوع مستند نشده
BUS-- 018000
رده بندی ديویی
شماره
658
.
812
ويراست
22
رده بندی کنگره
شماره رده
HF5415
.
5
نشانه اثر
.
L44
2004eb
نام شخص به منزله سر شناسه - (مسئولیت معنوی درجه اول )