For undergraduate/graduate-level courses in Quantitative Measurement and Consumer Behavior. Cutting-edge in perspective, this text presents innovative proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. Throughout, students see through measurable data-containing examples how CRM theory is applied with great success by various real-life companies. They learn 1) the scientific reasons why people resist change, 2) a process to deal with it (Successful People Process SSP™) and a process to measure the results in an on-going manner, and 3) how to tie those measure results to the bottom-line (SP3M™).

Customer Relationship Management: The Bottom Line to Optimizing Your Roi

Business & Money

Anton, Jon

Petouhoff, Natalie L.

Processes & Infrastructure

PRENTICE/HALL

This book documents and demonstrates cost-effective techniques that the authors themselves have used to assist company managers in accomplishing strategic customer relationships management. It provides future or practicing non-technical corporate managers with the tools to better retain customers by backing their “hard decisions” with the “soft numbers” used to measure customer relationships.

Customer Relationship Management: Making Hard Decisions with Soft Numbers

Management & Leadership

Purdue Univ Pr

Listening to the Voice of the Customer is the only how-to manual that takes you step-by-step through the design, implementation and analysis of a customer satisfaction measurement program. In it you will learn: How to develop a customer satisfaction measurement program that provides the information you need to increase customer retention and profits. How to select the best survey method. Includes the pros, cons, and costs of telephone, mail, and in-person interviews, and computer-assisted surveys. How to select the right sample size for your survey, and avoid biases for truly significant results. How to increase your survey response rates: survey methods, timing, incentives and more. How to survey large and small customer bases for accurate results. How to write survey questions that will get you meaningful results. Including examples of survey scales and formats that you can adapt to your own work. How to design a survey questionnaire that is easy to read and use. Including guidelines on questionnaire length, placement of specific types of questions, and writing an effective cover letter or script. How to implement your survey. Including data gathering, coding and data entry techniques. How to analyze your survey results and accurately compare data gathered over time. How to produce actionable reports based on your findings. Listening to the Voice of the Customer will show you how to develop a customer satisfaction measurement program that provides actionable information to help your organization become truly customer-focused. Throughout the book you will find very specific tips and advice based on the authors work developing and implementing customer satisfaction measurement programs. So whether you’re new to customer satisfaction measurement or have a program in place, you’ll find Listening to the Voice of the Customer an invaluable resource.

Listening to the Voice of the Customer

Purdue University Press

Customer Response and Information Systems

Widdows, Richard

Bennett, T. Richard

Reference

Waterfront Press

Minimizing Agent Turnover offers a wealth of ideas in which managers and supervisors can use on a daily basis. The key to operating a successful call center lies within the pages of this book.

MINIMIZING AGENT TURNOVER

Rockwell, Anita

This book tackles one of today’s hottest topics: Customer Contact Outsourcing. Companies are in a quandary about the myriad of teleservices questions they’re faced with, such as deciding to outsource, cost / benefit analysis, RFP development, proposal assessment, vendor selection, contractual requirements, service level performance measurement, and managing an ongoing teleservices relationship. With the authors help, readers will find this complex issue straightforward to approach, understand, and implement.

Selecting a Teleservices Partner

Carr, Lori

The Anton Press

Finally, here is a book that covers the complete "journey" of CRM implementation. Ad Nederlof and Dr. Jon Anton have done the near impossible: to position CRM in such a way that it makes practical sense to C-level executives. Beginning with the title of the book, "Customer Obsession," on through the last chapter, this book positions CRM for what it really is, namely, a complete change in corporate strategy, from the top down, that brings the customer into focus.

Customer Obsession: Your Roadmap to Profitable CRM

Nederlof, Ad

Anton Pr

The time to grow your call center into a multi-channel customer contact center is now. This book has the power to help you increase customer satisfaction through the implementation of Web self-service. The value of this book can be calculated in terms of calls deflected from your call center, increased customer retention, an ultimately in a healthy return on your investment. In this book, the authors take you step-by-step through the best practices that lead to a successful self and assisted-service strategy.

Managing Web-Based Customer Experiences: Self-Service Integrated with Assisted-Service

Murphy, Mike

By consistently delivering information about products, services and information to customer service agents, based on their individual skill levels—at the right time in the right way, organizations are also delivering a consistent, clear understanding of corporate objectives and vision. The result: thousands of customer interactions that delight the customer and improve retention as well as corporate profitability. Optimizing agent performance can quickly deliver incredible returns beyond customer loyalty. That is what this book is all about.

Customer Service at a Crossroads: What You Do Next to Improve Performance Will Determine Your Company's Destiny

McConnell, Matt

One of the leading challenges for today’s managers is the training and motivating of excellent agents. While much attention has been focused on the technology and benefits of providing multiple channels for customer contact, little attention has been paid to handling the human part of the equation—training CSRs to field more than just telephone communications. Great statistics and benchmarking help the customer service/call center professional keep ahead of the ever-changing business environment as the authors successfully blend the critical human aspect of the center with the ever growing need for metrics and the bottom line.

Customer Service and the Human Experience: We, the People, Make the Difference

D'Ausilio, Rosanne

See the best price to sell, buy, or rent books by Anton, Jon. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Anton, Jon