Customer Service and Relationships

David E. Vance ()
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David E. Vance: School of Business Rutgers University

Chapter Chapter 9 in Corporate Restructuring, 2009, pp 137-150 from Springer

Abstract: Abstract Whether a company sells brilliant technological gadgets or is a simple retailer, customer service should be a key strategy focus. Without customers, a company has no sales, no profits and serves no purpose. Failure to focus on customer service is a hallmark of underperforming companies. It’s not enough for a company to proclaim it is customer focused, it must be focused on the wants and needs of its customers every day. When a company gets a customer, it must do everything possible to close the sale, and provide enough value so the customer keeps coming back. Some companies fail because they focus on closing the current sale and not how the customer’s experience will lead to the next sale. In this chapter we will discuss the relationship between customer service, understanding customer needs at a deep level, and customer identification and tracking. We will also discuss firing customers.

Keywords: Credit Card; Customer Service; Customer Loyalty; Customer Information; Repeat Sale (search for similar items in EconPapers)
Date: 2009
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DOI: 10.1007/978-3-642-01786-5_9

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