Business Success Through Service ExcellenceBy
- Moira Clark, Director of the CRM Research Forum at Cranfield School of Management, Cranfield University.
- Susan Baker, Director of the New Marketing Research Group and Senior Lecturer of Marketing at Cranfield School of Management, Cranfield University.
CEOs and Senior Managers; Business Leaders; Functional Directors; Strategy Directors and Managers; Operational Managers in Sales, Marketing, Customer Service and Finance.
Published: July 2004
Imprint: Butterworth Heinemann
- Foreword; Acknowledgements; Managing service excellence; Customer intelligence; Operational effectiveness; Engaging people; Leadership and values; Organizational agility; Service excellence best practice; Appendix 1 â Service excellence awards â self-assessment.