Meeting Customer Needs / Edition 3

by Ian Smith

Overview

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.

Product Details

ISBN-13:	9780750659840
Publisher:	Taylor & Francis
Publication date:	10/01/2003
Series:	CMI Open Learning Programme Series
Edition description:	REV
Pages:	232
Product dimensions:	7.44(w) x 9.69(h) x (d)

Table of Contents

Introduction; Chapter 1 First,Know Your Self; Chapter 2 Customers:Whodothey Think they are?; Chapter 3 The Route to Your Customers; Chapter 4 Competitors and How to Make the Most of Them; Chapter 5 Starting the Planning Process – Where Do You Want to Be?; Chapter 6 Marketing – the Tools for Understanding and Analysing; Chapter 7 Marketing – Conversing with Customers; Chapter 8 Marketing – Measuring all that is Important; Chapter 9 Virtuous Cycles; Chapter 10 Revisitingyourplans Not the End, This is just the Start!;