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Customer support audit: the tools to measure and monitor your company's whole customer support and after-sales program

By: Armistead, Colin.
Material type: materialTypeLabelBookSeries: Portfolio of Marketing Audits. Publisher: Cambridge, UK Cambridge Strategy Publications Ltd., Description: 146 p.ISBN: 1902433734.Subject(s): Customer services | Consumer Satisfaction | Customer satisfactionDDC classification: 658.8 Summary: "In 2-3 days, using this audit, you can review your whole customer support/after sales program. Measure ""how good"" your customer support is - then look deeper and see how well you use it to differentiate your business and win competitive advantage. Complete the audit and get answers to all these questions about your customer support program: How well does it cater for different market segments? Is it cost effective? Do you use the best mix of in-house and external resources? How well do you set goals, control costs and ensure flexibility? How well do support teams work? How effectively do you manage the information available about a) your customers and b) your business? Overall, the audit results are designed to help you map out the ""ideal"" customer support program for your business. The audit's seven steps are: Step 1: Define the Strategic Role of Customer Support; Step 2: Assess the Support Marketing Mix; Step 3: Evaluate Pricing and Marketing Communications; Step 4: Review Access to Customer Support; Step 5: Determining Support Process Capability; Step 6: Assess Performance Management; Step 7: Developing the Business through Customer Support"
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Item type Current location Item location Call number Status Date due Barcode
Books Vikram Sarabhai Library
Slot 2136 (2 Floor, East Wing) 658.8 A7C8 (Browse shelf) Available 163358

"In 2-3 days, using this audit, you can review your whole customer support/after sales program. Measure ""how good"" your customer support is - then look deeper and see how well you use it to differentiate your business and win competitive advantage. Complete the audit and get answers to all these questions about your customer support program: How well does it cater for different market segments? Is it cost effective? Do you use the best mix of in-house and external resources? How well do you set goals, control costs and ensure flexibility? How well do support teams work? How effectively do you manage the information available about a) your customers and b) your business? Overall, the audit results are designed to help you map out the ""ideal"" customer support program for your business. The audit's seven steps are: Step 1: Define the Strategic Role of Customer Support; Step 2: Assess the Support Marketing Mix; Step 3: Evaluate Pricing and Marketing Communications; Step 4: Review Access to Customer Support; Step 5: Determining Support Process Capability; Step 6: Assess Performance Management; Step 7: Developing the Business through Customer Support"

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