The best service is no service : how to liberate your customers from customer service, keep them happy, and control costs / Bill Price, David Jaffe.
"Price's premise is that customer service and CRM managers have it all wrong. They gauge their effectiveness and productivity based on the NUMBER of customer contacts they handle. In classic McKinsey style, Price and Jaffe show how CRM managers are using the wrong metrics--they need to RED...
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| Main Authors: | , |
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| Format: | Book |
| Language: | English |
| Published: |
San Francisco :
Jossey-Bass,
[2008]
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| Edition: | First edition. |
| Subjects: | |
| Online Access: | Contributor biographical information |
| Summary: | "Price's premise is that customer service and CRM managers have it all wrong. They gauge their effectiveness and productivity based on the NUMBER of customer contacts they handle. In classic McKinsey style, Price and Jaffe show how CRM managers are using the wrong metrics--they need to REDUCE customer contacts by treating service as a datapoint_of dysfunction and figuring out how to eliminate the demand. Under Price's leadership, AMAZON.COM was the first major company to implement a "self-service" initiative, and many tech companies have followed suit. Although self-service is often a tech-heavy and software driven effort, the authors emphasize that no technology is needed to adopt a "no service" mindset--any manager who tries to ferret out dysfunctional contacts between customer and company can create better systems that are self-correcting. ; ; Table Of Contents: ; ; Introduction--Why the Best Service is No Service ; ; Chapter 2 Make it Really Easy to Contact Your Company ; ; Chapter 3 Challenge the Reasons for the Customer's Demand for Service ; ; Chapter 4 Create Engaging Self-Service ; ; Chapter 5 Be Proactive ; ; Chapter 6 Own the Actions Across the Organization ; ; Chapter 7 Listen and Act;"--Publisher description. |
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| Physical Description: | xvii, 312 pages : illustrations ; 24 cm |
| Bibliography: | Includes bibliographical references (pages 293-300) and index. |
| ISBN: | 0470189088 9780470189085 |