This mini guide shows you how to achieve a market-led focus, implement customer-led objectives and produce a win-win outcome. Power tips help you handle real-life situations and develop techniques to create loyal customers.
Putting Customers First Summary
Putting Customers First by Andy Bruce
Focus your organisation on customers and form successful working partnerships with clients.
About Andy Bruce
Andy Bruce, co-founder of SofTools Ltd. and Ken Langdon, former sales and marketing executive, have co-written 3 books in the Essential Managers series: 'Project Management', 'Strategic Thinking' and 'Do It Now!' Ken has also co-written Essential Managers 'Appraising Staff'.
Table of Contents
Understanding customers: why put customers first?; focusing on your best customers; understanding the end customer; finding out what customers want; understanding customer groups; understanding the buying process. Reviewing your approach: setting customer-first objectives; improving your business processes; providing customer support; developing products and services; using customer information; using best practices; making customer-focused decisions. Delivering satisfaction: promoting a customer-first attitude; developing a customer-first culture; forming partnerships; handling change effectively; succeeding with e-business; communicating clearly; dealing with complaints. Improving performance: looking for lasting benefits; building a loyal customer base; learning and innovating; evolving towards future customers; assessing your customer-first skills.
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