Customer Management Excellence determines the processes required for organisations to embark on service excellence programmes. It is designed to reduce the time of implementation from years to months, and discusses new thinking behind the emergence of customer service as a differentiator as well as exploring future trends. This is very much a How To book aimed at giving the reader a real competitive advantage. The case studies reflect the innovation, motivation and determination of some of the nations leading players in their pursuit of service excellence. Customer Management Excellence is packed full with readiness checklists enabling organisations to evaluate what needs to be put in place before embarking upon the service excellence journey. Customer Management Excellence case studies focus on organisations who have achieved recognition through the National Customer Service Awards, an awards programme that runs in close association with Customer Management...

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