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Technology and Customer Service: Profitable Relationship Building (NetEffect Series), CourseSmart eTextbook

By Paul R. Timm, Christopher G. Jones

ISBN-10: 0-13-188246-5

ISBN-13: 978-0-13-188246-1What's this?

Published by Prentice Hall

© 2005

Pub. Date: Sep 6, 2005

Format: Electronic Book

Description

For courses in Technical Customer Service, Marketing, and Sales.

Addressing the use of current technology in building customer loyalty such as call centers, web pages, and customer relationship management (CRM), this easily readable text explains how technology can enhance customer loyalty by exceeding expectations in small but significant ways.  Techno-savvy readers will find this text provides a concise review of the mechanics and a liberal dose of application ideas.  For those who are less familiar with technology, the material will teach basics needed to develop and sustain customer loyalty.

Table of Contents

I. CUSTOMER LOYALTY AND YOUR SUCCESS.

 1. Recognize the Role of Customer Loyalty in Your Success.

II. THE ROLES OF TURNOFFS AND EXPECTATIONS IN CUSTOMER LOYALTY.

 2. Understand and Deal with Customer Turnoffs.

 3. Exceeding Expectations for Proactive Loyalty-Building.

 4. Achieve Loyalty with A-Plus Value and Information.

 5. Achieve Loyalty with A-Plus Personality and Convenience.

III. TECHNOLOGY AS LOYALTY-BUILDING ENABLERS.

 6. Use Effective Call Centers to Build Customer Loyalty.

 7. Offer Help Desks to Build Customer Loyalty.

 8. Apply the Power of CRM to Build Customer Loyalty.

 9. Design Web Pages That Build Customer Loyalty.

IV. MANAGING CUSTOMER LOYALTY TECHNOLOGY.

10. Anticipate Future Technology Trends to Build Customer Loyalty.

11. Manage People and Technology to Build Customer Loyalty.

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