Co -Author of CRM Concepts and Technologies 4th Edition
Francis Buttle
Consultant, facilitator, researcher, author, professor, expert witness, curriculum designer, trainer, speaker. Dedicated to evidence-based marketing, sales and customer service management. Forty years’ experience in Australia, NZ, USA and UK. Based in Sydney.
ABOUT
Hi! I am Francis Buttle, an expert on customer relationship management, customer experience management, complaints management, customer service, word-of-mouth marketing, and a widely experienced researcher. Based in Sydney, I’m a former university professor, author of 14 books, and draw on 40 years’ experience.
Not limited to, but specialise in:
CUSTOMER RELATIONSHIP MANAGEMENT (CRM)
CRM done well creates long-term value-generating relationships with customers, clients or citizens. Best-in-class CRM practice aligns corporate and social data about customers to create offers and events that engage customers and keep them coming back. I can help you get more from your CRM investment.
CUSTOMER EXPERIENCE MANAGEMENT (CXM)
Customer experience (CX) is the new corporate battleground. What do customers really experience when they interact with your products, people, processes, technologies and communications? Excellent CX means customers and their revenue streams are retained. Poor CX means they churn. I’ll help you improve customer experience.
WORD OF MOUTH (WOM)
You can multiply ROI from your marketing spend by stimulating positive customer-generated word-of-mouth. Every marketer knows that, but how do you go about it and how do you measure it? I’ve been researching and working with WOM since the mid-1990’s and can help you accelerate your progress.
COMPLAINTS
MANAGEMENT
Every business gets complaints. When a customer complains they are giving you an opportunity to put things right and retain them and their revenue stream in the future. I can help you develop and implement complaints-handling and resolution processes that are aligned with best practices, generating higher levels of customer retention.
RESEARCH
I’m trained and experienced in many research methodologies including observation, surveys, experiments, personal interviews and focus groups. I’ve published over 150 peer-reviewed research papers and conducted many confidential studies for clients. I can help you design, conduct and interpret research that investigates problems that are critical for your organization.
CUSTOMER SERVICE
Everyone has customers. Sales reps sell to external customers, but IT help desk teams support internal customers. Everybody, whatever their role, needs customer service skills. These include listening, responding and data-base skills to empathy, self-control, adaptability and patience. I can create and deliver customer service training programs that are customized for your organization’s particular needs.