Total customer service: the ultimate weapon

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Harper & Row, 1989 - Business & Economics - 227 pages
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A marketing expert and a respected business journalist argue that excellence in customer service can provide the key to business access in the coming decade, and outline a comprehensive strategy to achieve customer service goals

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Total customer service: the ultimate weapon

User Review  - Not Available - Book Verdict

Poor performance is becoming more of the norm in today's business environment. This book, to be serialized in the Harvard Business Review , examines this "service crisis'' and offers explanations as ... Read full review

Contents

THE SERVICE CRISIS
1
THE ULTIMATE WEAPON
24
STRATEGY
47
Copyright

4 other sections not shown

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About the author (1989)

William H. Davidow (at right) is a general partner at Mohr, Davidow Ventures in Menlo Park, California. He has held senior marketing positions at Hewlett-Packard and Intel, and he is the author of "Marketing High Technology." Bro Uttal (at left) is a consultant who focuses on problems of technology management. He coauthored this book while a member of the Board of Editors of "Fortune" magazine.

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