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- Wiley 2007; US$ 63.00 US$ 54.60
101 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...
- McGraw-Hill Education 2007; US$ 25.00
CARE 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: Unlock Your Customer's Needs to Close the Sale... by Knowing What to Ask and When to Ask ItMcGraw-Hill Education 2007; US$ 17.00
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 throughout... 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...
- 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...
- Taylor and Francis 2008; US$ 70.95
This definitive textbook explains what CRM is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives. It also looks comprehensively at how CRM can be used throughout the customer life-cycle stages of customer acquisition,... more...
Customer Obsession: How to Acquire, Retain, and Grow Customers in the New Age of Relationship MarketingMcGraw-Hill Education 2008; US$ 34.00
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...
- 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...
The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the WorldMcGraw-Hill Education 2008; US$ 36.00
Whether you run your own company or work for a large corporation, establishing customer loyalty is a prerequisite for business growth. In The Customer Rules , C. Britt Beemer, a leading consumer research and marketing consultant, and bestselling business author Robert Shook offer practical advice on how to build a robust company culture based on... more...
- The Crown Publishing Group 2009; US$ 16.00
In this completely revised and updated edition of the customer service classic (more than 600,000 copies sold), Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking ?Ten Commandments of Customer Service? apply to today?s world. Drawing on his incredible success in transforming his Dallas... more...