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Customer Service and Relationships

In: Corporate Restructuring

Author

Listed:
  • David E. Vance

    (School of Business Rutgers University)

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.

Suggested Citation

  • David E. Vance, 2009. "Customer Service and Relationships," Springer Books, in: Corporate Restructuring, chapter 0, pages 137-150, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-01786-5_9
    DOI: 10.1007/978-3-642-01786-5_9
    as

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