CICRM is a registered Professional Membership and Qualification Examination Board in the area of Customer Relationship Management.
$50.00
Written by CICRM's President, this book presents customer service as the nerve centre of any business, tracing the evolution of the customer service function and its strategic importance to organisational survival. It quantifies the true costs of customer service as a managerial tool for informed investment decisions, distinguishes consumer protection from customer service, and covers the key functions of a Customer Service Department — guided by the values of the Ubuntu philosophy.
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The author presents customer service as the nerve centre of any business. The evolution of the Customer Service function is extensively discussed, helping readers grasp the customer service journey. Throughout, the book stresses the strategic importance of customer service to the survival of an organisation — a clear reminder that without a customer, there is no business.
In-depth analysis and key aspects of customer interactions are extensively covered. The book reveals and quantifies the costs of customer service, a key managerial tool for informed customer service investment decisions. Consumer protection is equally covered and distinguished from customer service.
Guided by the values of the Ubuntu philosophy, the book addresses key customer management issues, stimulates thinking and encourages the design of customer-friendly systems for competitive advantage. It is a comprehensive, up-to-date learning companion for advanced undergraduate students, master's degree students, and executives.
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