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Explore strategies, methods, critical skills that top CSMs exhibit in delivering well-designed, proactive customer success services, fostering lasting customer relationships and sowing the seeds for advocacy Key Features Master the art of driving measurable customer value, a cornerstone of business success Explore techniques to ensure your work is relevant, stimulating, and aligns with the evolving needs of your customers and business Ratchet up your...
2) Reaching the goal: how managers improve a services business using Goldratt's theory of constraints
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"There is no doubt that this is a truly original and groundbreaking work in applying the Theory of Constraints. I run a services company and learned some things about the services business. Anyone involved in large services companies needs to look at what John is proposing. I will definitely quote this material frequently." Chad Smith, Managing Partner, Constraints Management Group "The information presented in this book is badly needed by service...
Description
Welcome to Audio Learning from Assemble You. In this track, we will take a look at why motivating your customer service team is pivotal to your business growth and survival and then go through some actionable steps that team leaders or supervisors can take to motivate their customer service team. Why is it important to motivate your customer service team? Team leaders and supervisors must recognise that in order to make exceptional service delivery...
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Carrying out a project as planned is not a guarantee for success. Projects may fail because project management does not take the requirements, wishes and concerns of stakeholders sufficiently into account. Projects can only be successful through contributions from stakeholders. And it is the stakeholders that evaluate whether they find the project successful - an evaluation based on criteria that go beyond receiving the project deliverables. More...
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Welcome to Audio Learning from Assemble You. According to the Centers for Disease Control and Prevention in the United States, around a quarter of all employees view their job as the top stressor in their life. But it's not all doom and gloom! The good news is that decades of research have shown us that resilience is built by attitudes and behaviours that can be adopted and cultivated by anyone. So, what are the key factors that lead to resilience?...
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"The only book you need to raise customer service to a world-class level--from bestselling author and leadership guru Ken Blanchard Written as an entertaining customer-service "parable," I Care--Do You? offers an easy-to-implement model based on the importance of caring for both internal and external customers. Ideal for both managers seeking to raise the level of their employees, as well as self-driven customer service professionals, this powerful...
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Everybody loves Five Star Service. It's the surest way to a more successful career for you and greater success for your organization. What's more, it's not half as difficult or time consuming to achieve as you might think! Neither does it have to cost a fortune. There's a common misconception that Five Star Service carries a hefty price tag - this is simply not true! Many of the essential components of Five Star Service cost little or nothing to achieve....
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"Effective customer service training covers more than niceties. Organizational profitability is threatened when staff are unable to manage customer needs. Yet it takes more than soft skills training to turn these situations around. A great customer service training covers essential behaviors, service strategies, and service systems that together ensure an exceptional customer experience. Training authority Kimberly Devlin presents two-day, one-day,...
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Do your customers make more money doing business with you? Knowing the answer can help you build measurable and valuable customer relationships, outperform the competition, and unlock profitable growth. Companies are blind to opportunities for profitable customer relationships without a deep understanding of how they create customer value relative to competitors. With a rigorous and measurable understanding of how customers make more money today and...
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This book is specifically for working operations managers across the broad range of business types that deploy fleet and product via a myriad of service types. It is applicable to businesses with small, medium to large fleets in haulage, 3PL, and any service business operating a depot structure.
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"In this book, readers will learn how to create such a seamless customer experience that their customers will have no need to contact them, reducing costs and increasing satisfaction. Authors Bill Price and David Jaffe show why less customer service is better customer service. Many organizations focus so intently on improving the way customers interact with them that they don't ask the more fundamental question of whether the interactions are needed...
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Use demand driven optimized inventory and replenishment to overcome your supply chain weaknesses, and deliver business-maximizing results Reviewing the fundamentals of inventory optimization so that you can attain a demand-driven supply, Demand-Driven Inventory Optimization and Replenishment provides a business look at why present inventory systems sub-optimize the supply chain and faulty replenishment processes lead to wasted time and effort. Straightforward...
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Based on interviews with more than 150 CIOs, IT/business executives, and academic thought leaders, this book provides insight, success stories, and a step-by-step methodology to transform your IT organization into a strategic asset that drives customer value, increases revenues, and enhances shareholder wealth. It details how strategic CIOs from FedEx, Procter & Gamble, McKesson, and other leading companies transformed their organizations and illustrates...
Description
"Presented by Jason Dolatshahij, Director of Data Science at Stash. Stash is the digital platform for saving & investing that promises financial inclusion for all. When we launched our checking account at the end of last year, we already had millions of customers, but we were about to make first contact with a formidable new foe: bank fraud. As a data science team, how do you develop and deploy a model when the dimensions of the problem are brand...
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