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- Rowmark 2007; US$ 14.99
A 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...
OPEN-Question Selling: Unlock Your Customer's Needs to Close the Sale... by Knowing What to Ask and When to Ask ItMcGraw-Hill Education 2007; US$ 16.95
Build 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... more...
- Pearson Education 2008; US$ 39.99
?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 all the key questions in managing customers, provides... more...
- Wiley 2010; US$ 29.95
The Supernova Model is a client service, client acquisition, and practice management model that drives an explosive acceleration in revenue and client satisfaction by capitalizing upon the 80/20 Rule. First implemented by financial advisors at Merrill Lynch—under the leadership of author Rob Knapp—it has grown increasingly popular within... more...
- HRD Press 2005; US$ 99.95
Training Objectives: Provide opportunities for individuals to try out new skills without cost to either the organization or the individual; Provide training in areas that can only be developed by practice; Obtain feedback from observers to aid personal development; Enable participants to test their skills in a variety of real-life situations; Enable... more...
Customer Obsession: How to Acquire, Retain, and Grow Customers in the New Age of Relationship MarketingMcGraw-Hill Education 2008; US$ 27.95
Customer Obsession is an invaluable hands-on guide to the next generation of customer relationship marketing. AbaetÍ de Azevedo and Ricardo Pomeranz, top leaders at the world-renowned direct marketing agency Rapp Collins, reveal how businesses of any size can develop a global strategy that embraces today's empowered consumers and encourages the... more...
- Wiley 2008; US$ 29.95
Fred Reichheld's 2006 book The Ultimate Question, that question being, "How likely is it that you would recommend this company to a friend or colleague?"-challenged the conventional wisdom of customer satisfaction programs. It coined the terms 'bad profits' and 'good profits' and pointed to a faster, much more accurate way of gauging customers' real... more...
- Free Press 2009; US$ 16.00
Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. Otherwise calm, rational, and intelligent people go into extended rants about an industry that seems to grow more inhuman and unhelpful with every phone call we make. And Americans make more than 43 billion customer service calls... more...
- Penguin Group US 2009; US$ 22.95
"I highly recommend reading this book!" -Tony Hsieh, CEO, Zappos.com Lots of businesses are respected, but only an elite few have passionate, loyal, vocal fans. The kind of customers who not only come back time and time again, but rave to friends, family, and even strangers. The kind who can drive explosive growth via e-mail, blogs, Facebook,... more...
- Ashgate Publishing Ltd 2008; US$ 124.95
Managing Marketing Relationships explains what relationship marketing entails, how it is implemented, how it evolves, and how it is controlled. Readers are introduced to the buyer-seller market exchange model that recognizes the importance of relationship marketing but argues that it should co-exist with traditional marketing. To avoid the one-size-fits-all... more...