Tip - How to Create a Customer Service Plan | Edward Lowe Foundation

Digital Library > Defining and Serving a Market > Customer service"How to Create a Customer Service Plan"The fight for market share grows ever fiercer. How can you win and keep customers when the price wars never end? Provide better service! To do it most effectively, you'll need a plan.WHAT YOU SHOULD KNOW BEFORE GETTING STARTED What is Customer Service?"As the Interactive Age arrives, every enterprise will have to learn how to treat different customers differently." — Enterprise One To One, by Don Peppers and Martha Rogers (Currency Doubleday, 1997).How does your company meet a customer's needs?If you started a business 10 years ago, you'd probably give an indirect answer. You might say that by gaining market share and managing sales and distribution, you could satisfy your customers. If buyers' needs were met, your business would presumably grow and prosper.Today, however, meeting the needs and expectations of customers requires that you know your customers
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