Identifying Stakeholders and Their Needs

An overview of Customer Focus, highlighting the key issues from a practical viewpoint.

A brief introduction to the topic and definitions of the key terms relating to Customer Care.

Customers are not just people who pay for products or services, they can be defined as anyone affected by the work you do. This article outlines why all stakeholders should be treated as customers.

Buckingham and Coffman have discovered that customers across all sectors have four main expectations: accuracy, availability, partnership and advice.

This article challenges the view that CRM can be ‘done’ by technology and outlines more comprehensive strategies for building effective customer relationships.

An overview of the different techniques organisations can use to elicit feedback from their customers.

Customers have both needs and wants. Organisations must consider both to truly understand and tap into customer motivations.

An introduction to the advantages and methods of segmenting customers – a strategic approach that can help organisations tailor their customer relationship management processes.

This article outlines some of the techniques available for measuring customer value, and the contentious issues surrounding this topic.

This model outlines a technique to determine the relationship between loyalty and profitability that can be applied to customer relationship management.

Internal customers are the people within your organisation who are affected by the work you do. Providing them with a quality service is as important as the service provided to external customers.

A brief review of Eberhard Scheuing’s model which illustrates that colleagues are customers too.