A book by Serge Rouvière
The keys to build or strengthen your customer relations
It is more and more difficult for companies to differentiate through their product or service offer, even if their offer is innovative. Competition has increased in all business sectors and the companies' offers are finally perceived as similar by customers. Yet there is an asset that cannot be easily copied, which is the history and quality of the relations between a company and its clients.
Serge Rouviere invites the reader to become aware of the stakes involved in customer loyalty and to learn about the processes a company should implement to bring about customer loyalty. He encourages companies to rethink their sales practices in order to sell more and better, which means in the long term, by investing in building up quality relationships with their existing and prospective clients.
The book provides analysis in the pitfalls companies come up against once they are committed to a customer loyalty program, and explores ways which enable all company personnel to take part in developing customer trust on a daily basis.
The book, ilustrated with many recent, real life examples, is very operationnal and pragmatic. Step by step the reader builds or enhances their knowledge, going through business case studies, as well as end of chapter summaries or exercises.
Serge Rouvière is the founder and president of Why Consulting.
Thanks to his long experience in audits and consultancy in sales performance and customer relations for large companies, he has forged the belief that customer loyalty is a determining factor in a company's long term business perfomance.
Serge Rouvière has designed the 'Customer Recognition® Program', which aims at developing the client culture of a company at all levels of their personnel.
He is the author of two other books:
.''Client culture, the ultimate differentiation strategy'', in which he explores the key milestones to build a differentiation strategy based on customer centricity and delivering high value services. He develops the different stages of the transformation - at both organizational and cultural levels, which a company must undergo to achieve this objective... Read more
.''Selling more to B to B companies'', in which he analyses the different stakes involved in each tep of the selling process and explains the fundamentals, providing B to B sales representatives with the keys to increase their sales and capture new markets...Read more
Join Serge Rouvière on Linkedin and Twitter or visit the Blog 'Réussir sa Relation Client', to read more, share your own experiences and opinions, and discuss with him.