ROBERTS GRAHAM - PHELPS creator text VIVA BOOKS PRIVATE LIMITED monographic Customer relationship management demystified What is customer relationship management? .. The four steps to relationship management What this looks like in an organization Not just another marketing trick The business case Why do customers defect? Introduction Why are customers lost'? Complacency, not competition, kills customers The service economy The economics of customer care Introduction. Know what your customers are worth Customer value calculation Building a loyal relationship Exercise: Customer dynamics Customer attrition and retention._.. Exit questionnaires .. . Customer service surveys How to keep a customer for life Defining customer service excellence `.Nothing impresses like competence .. customer service mode' .Achieving service excellence Exercise: The customer experience The customer interaction cycle Receiving Understanding Helping Sample worksheet - options and expectations Keeping Partner exercise - process mapping Handling challenging situations Managing for customer satisfaction The differences between a traditional manager and a customer-focused manager Checklist Customer-focused selling and marketing skills The three principles of customer-focused selling The customer's buying steps Customer-focused prospecting Making a good first impression on first-time sales calls Progressing the call Customer-focused selling skills' Handling objections, queries and concerns The objection handling process Exploring needs Fligh-impact questions Listening Understanding the buying criteria and the customer's buying process Exploring and developing options Proposing and closing Estimating lifetime value Complaint resolution Call centre checklist Customer commitment survey Customer feedback analysis Integrating products The integrated product Customer service business plan The cost of poor service Customer dynamics Management discussion points Sales development discussion points and questions 978-8176493604