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Customer service leadership skills a...

DeFazio, Vincent James.

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Customer service leadership skills and customer relationship management.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Customer service leadership skills and customer relationship management./
Author:	DeFazio, Vincent James.
Description:	141 p.
Notes:	Source: Dissertation Abstracts International, Volume: 64-09, Section: A, page: 3366.
Subject:	Business Administration, Management -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3106492

Customer service leadership skills and customer relationship management.
DeFazio, Vincent James.

Customer service leadership skills and customer relationship management. - 141 p.

Source: Dissertation Abstracts International, Volume: 64-09, Section: A, page: 3366.

Thesis (D.M.)--University of Phoenix, 2003.

This quantitative descriptive research correlates the influence of a set of leadership skills and customer relationship capabilities of customer service representatives with the operational management of customer relationships in an Internet Service Provider organization. The intent of this research was to address the problem of ineffective organizational leadership in using customer relationship management (CRM) skills and capabilities of sales and service personnel in achieving the level of customer relationships required to sustain successful business. Industry wide, up to 70% of the CRM initiatives fail and 57% cannot justify the investment in CRM programs that use traditional approaches. The results of this research study indicated that an investment in customer service representative leadership skills contributes to emotional, cognitive, and customer relationship capabilities. The investment in CSR leadership skills can yield significant improvement in customer satisfaction at a fraction of the cost of traditional CRM investments. A unique mix of leadership skills and CRM capabilities will enhance customer relationships and will constitute a competitive advantage that translates into customer retention, more up-sell and cross-sell opportunities, and an increased life-time value of customers.Subjects--Topical Terms:

1260387
Business Administration, Management

Customer service leadership skills and customer relationship management.
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008 130614s2003 eng d
035 $a (UnM)AAI3106492
035 $a AAI3106492
040 $a UnM $c UnM
100 1 $a DeFazio, Vincent James. $3 1941735
245 1 0 $a Customer service leadership skills and customer relationship management.
300 $a 141 p.
500 $a Source: Dissertation Abstracts International, Volume: 64-09, Section: A, page: 3366.
500 $a Adviser: Carolyn Salerno.
502 $a Thesis (D.M.)--University of Phoenix, 2003.
520 $a This quantitative descriptive research correlates the influence of a set of leadership skills and customer relationship capabilities of customer service representatives with the operational management of customer relationships in an Internet Service Provider organization. The intent of this research was to address the problem of ineffective organizational leadership in using customer relationship management (CRM) skills and capabilities of sales and service personnel in achieving the level of customer relationships required to sustain successful business. Industry wide, up to 70% of the CRM initiatives fail and 57% cannot justify the investment in CRM programs that use traditional approaches. The results of this research study indicated that an investment in customer service representative leadership skills contributes to emotional, cognitive, and customer relationship capabilities. The investment in CSR leadership skills can yield significant improvement in customer satisfaction at a fraction of the cost of traditional CRM investments. A unique mix of leadership skills and CRM capabilities will enhance customer relationships and will constitute a competitive advantage that translates into customer retention, more up-sell and cross-sell opportunities, and an increased life-time value of customers.
590 $a School code: 0850.
650 4 $a Business Administration, Management $3 1260387
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3106492