Meeting Customer Needs

Ian Smith

$305

Hardback

Forthcoming
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English

Routledge
01 August 2025

Management of specific areas; Customer services

This is a third edition of Meeting Customer Needs, a diploma level book in the Chartered Management of Institute series. This particular title meets the specific requirements of those taking the Unit DM45 entitled Customer Focus, Marketing and Planning.

A new website available for use with the text to provide revision notes and lecturers' notes. This book is ideal for managers seeking to establish or improve customer service and customer focus standards. It includes action plans, sample communications and checklists for managers to adapt for their own purposes. Real examples and new case studies are used throughout to illustrate points in a practical context.

By: Ian Smith
Imprint: Routledge
Country of Publication: United Kingdom
Edition: 3rd edition
Dimensions: Height: 246mm, Width: 189mm,
Weight: 453g
ISBN: 9781138433236
ISBN 10: 1138433233
Pages: 232
Publication Date: 01 August 2025
Audience: College/higher education , Professional and scholarly , Primary , Undergraduate
Format: Hardback
Publisher's Status: Forthcoming

Introduction; Chapter 1 First,Know Your Self; Chapter 2 Customers:Whodothey Think they are?; Chapter 3 The Route to Your Customers; Chapter 4 Competitors and How to Make the Most of Them; Chapter 5 Starting the Planning Process – Where Do You Want to Be?; Chapter 6 Marketing – the Tools for Understanding and Analysing; Chapter 7 Marketing – Conversing with Customers; Chapter 8 Marketing – Measuring all that is Important; Chapter 9 Virtuous Cycles; Chapter 10 Revisitingyourplans Not the End, This is just the Start!;