Free Trial

Safari Books Online is a digital library providing on-demand subscription access to thousands of learning resources.

Share this Page URL
Help

Index > Index - Pg. 250

250 Index competitive activity acting on 207 identifying competitive threat 201­6, 214 industry reports 205 marketing activity 205­6 marketing plan 213­14 and marketing strategy 201 monitoring online 123 press cuttings 204 published information 204 questions to ask 202­3 competitive advantage 207­8 business strategies for 208­10 focusing on strengths 211, 214 and global competition 212 innovative solutions 213 planning for transformation 212 resources and capabilities 210­11 credibility, demonstrating 44 customer care 114, 116, 136, 154 customer experience xii, 219­32 contact centre experience 226­8 infrastructure 219­20 managing complaints 229­30, 232 marketing plan 230­1 and marketing strategy 219 online purchasing 222­6, 232 quality standards 221, 232 response strategy 220, 221­2 customer focus 21, 152, 154­6 company-wide 155­6, 203 customer needs see needs customer relationship management 136, 235 customer relationships 114­15, 124, 129, 147, 235­46 collaborative working 241­5 customer dependency 235­8