TITLE

The 7 Habits of Highly Effective CRM

PUB. DATE
March 2002
SOURCE
Management Services;Mar2002, Vol. 46 Issue 3, p6
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
Stephen Covey, the author of the book "The 7 Habits of Highly Effective People," will be one of the keynote speakers at the European Conference on Customer Management on April 16-17, 2002. He will explain how to apply the approaches in his book to improve customer relationships. In his book, Covey defines customer synergy as the highest level of customer service and the highest level of customer loyalty. Bonding is formed between the supplier and the customer. Covey advises managers to train their employees to break out of the common stimulus-response pattern when dealing with customer complaints. Employees need to be proactive rather than reactive.
ACCESSION #
11577023

 

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