The compliance business and its customers : gaining competitive advantage by controlling your customers

著者

    • Kasabov, Edward
    • Warlow, Alex

書誌事項

The compliance business and its customers : gaining competitive advantage by controlling your customers

Edward Kasabov and Alex Warlow

Palgrave Macmillan, 2012

  • : [hbk.]

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注記

Includes bibliographical references (p. 132-148) and index

内容説明・目次

内容説明

The internet has changed the way consumers interact with companies. Businesses must maintain good levels of customer service in a digital world where old strategies may no longer suffice. This book explores what the successful compliance-centred businesses are doing to manage and improve customer experience.

目次

PART I: HOW DID IT ALL COME ABOUT? Historical Development Types of Businesses PART II: THE REACTION! Misunderstanding and Negative Reaction Resistance to Building Software Managed Systems PART III: THE TECHNOLOGY Automated Computerised Systems and How They Work Automated Marketing Building Databases Integrating with Other Media, TV, E-mail, Mobile Phone PART IV: INNOVATIONS IN MANAGEMENT STRATEGY Extensive Use of Merchant Partners and Link Marketing Willingness to Integrate Systems with Customers, Suppliers and Partners High Levels of Reliability, Punctuality, Rapid Response Flat Management Structures, Openness and Democratisation Front-line Personnel Enabling Staff Innovative Ways of Financing Businesses PART V: MARKETING INNOVATIONS Fast Reaction to Market Changes Systems for Service Recovery and Complaint Management Relations and Long-term Loyalty PART VI: THE FUTURE AND ITS IMPACT Future Development and Effects on Society The Growth of Worldwide Databases Automated Compliance Systems The Importance of Social Networking Sites

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