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How to profitably delight your customers

Institute of Operations Management.

How to profitably delight your customers

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	How to profitably delight your customersHal Mather.
作者:	Mather, Hal.
出版者:	Cambridge [England] :Woodhead Pub. in association with the Institute of Operations Management ;c1999.
面頁冊數:	1 online resource (x, 185 p.) :ill.
附註:	"CRC Press order number: WP0567"--T.p. verso.
標題:	Customer servicesManagement.
電子資源:	http://www.sciencedirect.com/science/book/9781855733817
ISBN:	9781855733817

How to profitably delight your customers
Mather, Hal.

How to profitably delight your customers[electronic resource] /Hal Mather. - Cambridge [England] :Woodhead Pub. in association with the Institute of Operations Management ;c1999. - 1 online resource (x, 185 p.) :ill.

"CRC Press order number: WP0567"--T.p. verso.

Includes bibliographical references (p. [182]) and index.

Preface; Today's competitive edge: profitably delighting customers; Every company's mission; Manage your planning dilemma: attack your P:D ratio; Making manufacturing more flexible; Getting designers to design products to maximize return on assets; Product variety, friend or foe?; Choosing how to manage variety better; Don't flex the factory, stabilize the demand; Partnering for a win/win result; Ever more changes; Bibliography; Index.

The majority of industries today are in a buyer's market. Huge increases in capacity worldwide have outstripped market demand. The only sure way to survival and profitability in this environment is serving customers well. Simply satisfying customers is not enough, it is necessary to exceed their expectations or, in the author's terms, delight them. Delighting customers erects a barrier to competitors, so it is difficult for other to steal them and also provides invaluable word-of-mouth promotion. This book focuses on what corporate managers especially in product design and sales and marketing departments, need to do to help a company profitably delight its customers. Hal Mather is president of Hal Mather, Inc in Amelia Island, FL., an international management consulting and education company. Since 1973, he has been helping all types of industrial concerns to improve their business planning and control. He is also author of 'Competitive Manufacturing - Second edition'. Focuses on the importance of satisfying customers and the benefits this can bring for the company Published in association with The Institute of Operations Management.

ISBN: 9781855733817

Source: 96060:96059Elsevier Science & Technologyhttp://www.sciencedirect.comSubjects--Topical Terms:

221325
Customer services
--Management.Index Terms--Genre/Form:

214472
Electronic books.

LC Class. No.: HF5415.5 / .M375 1999

Dewey Class. No.: 658.8/12

How to profitably delight your customers
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