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The Customer Loyalty Solution
McGraw-Hill 2003; US$ 29.95This work shows database marketers how to get out of the vicious circle of building new loyalty programmes, instead showing them how to build enduring loyalty programmes using incrementalism. Readers learn why giving customers a choice in a direct offer always reduces response. more...
Caring for the Customer Super Series
Taylor and Francis 2002; US$ 37.95With forty well structured and easy to follow topics to choose from, each workbook has a wide range of case studies, questions and activities to meet both an individual or organization's training needs. Whether studying for an ILM qualification or looking to enhance the skills of your employees, Super Series provides essential solutions, frameworks... more...
How to Talk to Customers
Wiley 2007; US$ 22.95Filled with case studies and anecdotes, How to Talk to Customers demystifies the most critical aspect of customer service: conversations employees have every day with customers. In this must-have resource, Diane Berenbaum and Tom Larkin outline a proven system based on their MAGIC customer service training program. MAGIC, which stands for M... more...
Trust-Based Selling
McGraw-Hill 2005; US$ 34.00Sales based on trust are uniquely powerful. Learn from Charles Green, co-author of the bestseller The Trusted Advisor how to deserve and, therefore, earn a buyer’s trust. Buyers prefer to buy from people they trust. However, salespeople are often mistrusted. Trust-Based Selling shows how trust between buyer and seller is created and explains... more...
101 Ways to Improve Customer Service
Wiley 2007; US$ 55.00101 Ways to Improve Customer Service provides a variety of training and development interventions that can be put to use right now with frontline service employees. Your customer service representatives directly influence the perception that customers have of your products and services and ultimately your company. It is vital that your employees... more...
Customer Relationship Management Systems Handbook
Taylor & Francis 2002; US$ 107.95This handbook analyses customer relationship management, its origins, rationale, implementation strategies, core technologies, and benefits. It details the evolution of CRM from its beginnings as a loosely defined methodology of customer profiling to today's sophisticated warehouse-based systems. more...
Are Your Customers Being Served?
Rowmark 2007; US$ 14.99A practical guide on how to deliver exceptional customer service. Suitable for both public and private sector organisations, this guide is aimed at the owner/manager, director, manager and entrepreneur. It covers how to develop an effective customer service policy, as well as how to use positive behaviour and attitude to win more business. more...
Care Packages For Your Customers
McGraw-Hill 2007; US$ 18.95CARE to build a customer-focused company!. Are you building enough customer loyalty in your organization? CARE Packages for Your Customers gives you 52 proven, actionable ideas for providing extraordinary service, increasing sales, and ensuring continual business success. By implementing one technique per week, you'll deliver a complete CARE package... more...
Open-Question Selling
McGraw-Hill 2007; US$ 16.95Build stronger relationships with customers through the OPEN Questioning technique. By asking four types of questions-Operational, Problem, Effect, and Nail Down-you can address customer needs, find connections, and build the kind of relationships that enable you to close more sales. This hands-on guide shows how to use OPEN Question Selling throughout... more...
Managing Customers for Profit
Pearson Education 2008; US$ 39.99This is the eBook version of the printed book. “This is a milestone book in marketing. Most companies claim they are focused on customers, but even those who are, probably do not take a scientific approach to customer management. Professor V. Kumar is the acknowledged expert on the science of customer management. This important book raises... more...









