People in customer management: Creating the culture and processes that help staff serve customers better
Successful long-term customer management is often driven by managers who change how their companies think and act -- and who mould the behaviour of customer-facing staff that deliver on the company's promises. And the most successful managers create a culture and processes that are independent of current job holders and their personalities -- a way of working embedded deeply in their companies' approach to business. This briefing uses research into the people aspects of customer management to show how some companies are on the right road, but others are wedded to old approaches where real customer care is only skin deep.
Key feature: How to identify the people and process implications of new ways of doing business with customers and how to ensure that these implications are properly handled. 24 pages. (Published: December 2000)
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