Business : Customer Service

In their efforts to become more customer-focused, companies everywhere find themselves entangled in outmoded systems, metrics, and strategies rooted in their product-centered view of the world. Now, to ease this shift to a customer focus, marketing strategy experts Roland T. Rust, Valarie A. Zeithaml, and Katherine N. Lemon have created a dynamic new model they call 'Customer Equity', a strategic framework designed to maximize every firm's most important asset, the total lifetime value of its customer base. more...

Price: $53.00

The eBay Phenomenon tells the inside story of how a hobby/experiment run from Pierre Omidyar's Silicon Valley apartment gave birth to not just a new business model but a whole new industry - creating one of the most powerful forces on the Internet. Featuring interviews with eBay insiders such as CEO Meg Whitman, this compelling and instructive book reveals how, with no blueprint or road map to follow, eBay executives and employees invented their business on the fly - in Internet time. more...

Price: $35.00

ESSENTIALS OF CRM. Full of valuable tips, techniques, illustrative real-world examples, exhibits, and best practices, this handy and concise paperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in CRM. "Once again, Bryan Bergeron proves that he is ahead of the curve when it comes to understanding the value of customer relationships. This remarkable book is geared not only toward corporate executives with mega-investments in CRM, but can also be successfully applied to the street corner vendor. His articulate and sensitive style brings this highly involved subject matter to a level we can all understand.". —Michael Cusack, author of Online Customer Care: Strategies for Call Center Excellence. "Managing relationships with customers has become a critical organizational competency. Bergeron has done a superb job of presenting the breadth, complexity, and nature of CRM. This book provides a fabulous and actionable grounding in CRM for organizational leadership.". —John Glaser, PhD, Vice President and CIO, Partners Healthcare System. The Wiley Essentials Series-because the business world is always changing...and so should you. more...

Price: $29.95

What’s the secret to wowing your customers while maintaining a loyal and dedicated workforce? No one knows better than Enterprise, the nationnation’s #1 car rental company, Enterprise Rent-A-Car. Drawing upon the secrets time-tested strategies that have propelledhelped Enterprise grow from a single location in St. more...

Price: $24.95

“This is a book that will help anyone who deals with customers. It is a wonderful blend of wisdom and insight that deals with the everyday relationships between the customer and service representative.”. Joe Breniser, President. Creative Training Institute “An insightful look as to why customers don’t always receive first class service and how we all like to be treated.” Jerry Drake, Business Manager. Liquid Control Corporation “An exceptional Tool Kit‚ that is a must for every employee in an organization that has communications with customers. Professional, insightful, real-life responses to everyday customer service situations. Enjoyable, funny, easy to read handbook that puts the customer at the center of your organization.” Diane Erickson, Director of Special Projects. Danner Press. This book is for any company, business, or organization that deals with customers and has a passionate desire to survive. We’ve all been customers ourselves, and we’re tired&emdash;tired of inadequate service, a lack of concern, and a take-it-or-leave-it attitude. We’re tired of being told everything under the sun except that which we long to hear, “How may I help you?” followed by the appropriate action. This book is about excuses we both hear and use for not giving excellent customer service and how to shoot those excuses down. Excuses are those obstacles we ourselves&emdash;employees in the service industry&emdash;create for not doing those things we have an inherent responsibility to provide the customer with: excellent professional service in a caring, friendly, and consistent manner. What is offered here are the excuses we use far too often, and more importantly, what we should say and do instead, because there are no excuses for not delivering excellent customer service!. Selected Contents: Delivering Excellent Customer Service; Practice the Golden Rule; Check Out Your Work Environment; Be a Master more...

Price: $9.95