Customer World Management - Operations - Skill Benchmark Series: Customer Service

Author: Zhao Xi
Publisher:
Publish Date: 2005-04-01
Features: This book is one of the series of publications organized by the Customer World Institute of the Ministry of Information Industry, which is one of the earliest domestic organizations to conduct research in the field of customer service. The Customer World Institute is also the initiator of the "Customer Care" concept in China. The book combines the author's years of theoretical and practical experience and is currently the only book in the market that integrates the concept of customer care, practical customer service operations, and professional knowledge such as call centers. Based on an overview of customer service strategy, methods, and processes, the book focuses on the operational practice of customer service, making it valuable for practical work. The book has also been selected as a textbook for customer service management by key universities. It is suitable for self-study by industry management and service personnel, as well as for corporate training. Call center inbound/outbound agents, telemarketers, service center staff, key account specialists, information integration and processing personnel, and hotline operators can all learn from and reference this book. It is also suitable for self-study by industry management and service personnel, as well as for corporate training. Call center inbound/outbound agents, telemarketers, service center staff, key account specialists, information integration and processing personnel, and hotline operators can all learn from and reference this book.
Customer Relationship Management Methodology
This book is based on a large number of domestic and international case studies and empirical research. From the dimensions of "theory," "operation," "technology," and "industry," it provides a comprehensive analysis of customer relationship management (CRM) and systematically proposes a complete definition and framework for CRM. It analyzes the relationship between CRM and corporate restructuring, business process reengineering, discusses the construction of call centers, data warehouses, and decision support systems within the CRM system, explores the integration of CRM with ERP, SCM, and other systems, and introduces a panoramic approach to CRM applications in industries such as banking, insurance, telecommunications, IT, and logistics. As the first CRM book in China to focus on the "industry application" and "methodology" aspects, it provides important references for corporate leaders and management and planning personnel. It is also suitable for researchers in business management, information economics, customer service, and other fields, as well as senior undergraduate and graduate students.
Service Hall Management—Site Selection, Environmental Design, Service Management, and Training
This is a comprehensive toolbook that introduces service hall management, with a complete system, rich content, and detailed information. In addition to the main text, it also includes reading materials and case studies. The book provides cutting-edge concepts, extensive knowledge, practical skills, and numerous reference cases for students and researchers in customer service, as well as management and researchers in related fields.
The Customer World Institute (CCMworld) is positioned for specialized development in the field of customer care and management, serving as a third-party industry research and development organization supported by the government. The institute is committed to focusing on industry development, with particular attention to research in call centers, CRM, service halls, and electronic marketing channels as various forms of customer care and management. It also focuses on the theory and practice of identification, acquisition, development, retention, and re-acquisition during the customer lifecycle. The Customer World Institute brings together experts from various industries and regions to organize various industry exchange activities, promoting information exchange and providing a platform for professional talent development. The institute actively summarizes the best practices in the industry, promotes the establishment of benchmark systems and relevant standards, clarifies various confusing concepts, advocates for the unification of professional terminology, and calls for the protection of industry rights and interests. The institute is dedicated to enhancing the industry's recognition and influence in society, overall improving the current state of customer care and management in China, and promoting the long-term, healthy, and stable development of the CRM and call center industries.
The monthly publication Customer World under the institute is currently the only print media in China in this field and serves as a leading industry media. The Customer World website (www.CCMworld.net) functions as a platform for rapid communication and interaction, a venue for intellectual exchange and consensus formation, and provides support services for the development of various businesses in this field. The Customer World Research Institute under the institute aims to become the "Whampoa Military Academy" of this field, fostering the development and growth of industry talent through forums, seminars, and educational programs, including academic and in-service education.