Service Strategy: Management Moves for Customer Results

by

Write The First Customer Review

Looking at issues like segmentation, measurement, loyalty and people this book provides a systematic approach to service strategy, distilled from over 12 years work with over 100 companies. This second edition is thoroughly revised, adding more practical advice, checklists and case studies as well as an entirely new chapter Managing company processes around the customers: the hard side for getting things done on the nitty gritty of implementation. Each chapter introduces a step-by-step approach which the reader can easily ...

Service Strategy: Management Moves for Customer Results 2004, FT Press

ISBN-13: 9780273675839

2nd Revised edition

Hardcover

Select