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Book

Meeting Customer Needs

Book

Meeting Customer Needs

DOI link for Meeting Customer Needs

Meeting Customer Needs book

Meeting Customer Needs

DOI link for Meeting Customer Needs

Meeting Customer Needs book

ByIan Smith
Edition 3rd Edition
First Published 2004
eBook Published 2 October 2019
Pub. Location London
Imprint Routledge
DOI https://doi.org/10.4324/9780080496535
Pages 240
eBook ISBN 9780080496535
Subjects Economics, Finance, Business & Industry
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Smith, I. (2004). Meeting Customer Needs (3rd ed.). Routledge. https://doi.org/10.4324/9780080496535

ABSTRACT

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

chapter |3 pages

Introduction

chapter 1|19 pages

First, know yourself

chapter 2|27 pages

Customers: who do they think they are?

chapter 3|22 pages

The route to your customers

chapter 4|16 pages

Competitors and how to make the most of them

chapter 5|18 pages

Starting the planning process – where do you want to be?

chapter 6|22 pages

Marketing – the tools for understanding and analysing

chapter 7|21 pages

Marketing – conversing with customers

chapter 8|21 pages

Marketing – measuring all that is important

chapter 9|19 pages

Virtuous cycles

chapter 10|16 pages

Revisiting your plans

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