Achieving Excellent Customer Relationships
About this title:
Your customer relationship strategy starts here
It is at least five times as costly to acquire customers as it is to retain them. That means you can't afford to lose your high margin customers to competitors in today's competitive service provider environment.
But keeping these customers is not that simple. The chances are that there is at least one competitor whose network, service portfolio and pricing are so similar to yours that there is little discernable difference between you. And even if you are ahead of the curve in these areas, it won't be long before someone catches up.
More than ever, keeping customers is about meeting and exceeding their individual expectations in every aspect of their interface with you. Of course you need a good product set and competitive pricing. But that only gets you a seat at the table. If you really want to win, and stay ahead of the game, you need a comprehensive customer relationship strategy.
Developing a winning customer relationship strategy means thinking hard about all aspects of customer interactions with you and everything - people, processes, technology and organisational structure - that underpins them. Achieving Excellent Customer Relationships is a step-by-step guide which walks you through the process, together with workable examples of key differentiating areas. Beginning with your overall corporate strategy and vision, it takes you through the key decisions you will need to make to develop a coherent strategy and set of plans to achieve outstanding customer relationships, examining business process design, organisational issues, training and motivation issues, and technology specifications.
The guide is packed with real life examples and templates taken from the fixed line, mobile and ISP sectors, and with detailed diagrams that can be adapted for use in your own business or used as a catalyst to developing your own bespoke solutions. It is written by a leading customer relationship expert in the telecommunications field - Philip Grant. Philip has over 25 years' experience in customer service and customer operations, both inside and outside the telecoms/IT industry. He has worked for service providers and leading management consultancies worldwide in this ever increasingly critical business area.
Achieving Excellent Customer Relationships gives you immediate access to shrewd, insightful, expert advice in this vital field for a fraction of the fees that would be charged to you by any consultancy. In short, it is a guide you can hardly afford to be without.
Is this handbook aimed at people like me?
'Achieving Excellent Customer Relationships'
is aimed at customer operations VPs, directors and managers in the following organisations:
Incumbent telecoms operators
Wholesale bandwidth providers
Alternative PSTN providers
Data network service providers
Cable TV providers
Network-based call centre providers
DSL providers
Alternative local loop providers
ISPs
ASPs
2G, 2.5G and 3G mobile operators
PAMR operators
Mobile applications providers
Recent M&A organisations
Plus:
Consultancies and professional service organisations
Systems integrators
Regulators
About the author
Philip Grant has over 25 years' experience in customer service and customer operations both inside and outside the telecoms/IT sector. As a management consultant, he has led customer service assignments for fixed, mobile and Internet service providers across the world, including in China, Germany, Hong Kong, Italy, Japan, South Africa, Spain, Switzerland and the UK. He has worked with clients on a variety of customer service projects, from strategy definition to developing detailed processes, providing customer service input to billing and OSS selection, and developing quality plans.
He began his career with BT in 1976 before moving to American Express and working in several European markets. Latterly, he was Director of Customer Services in the TIME practice of Arthur D. Little.
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