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Customer Service

Most popular at the top

  • Managing Customers for Profitby V. Kumar

    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...

  • The Supernova Advisorby Robert D. Knapp

    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...

  • 25 Reproducible Activities for Customer Service Excellenceby Peter Garber

    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 Relationship Managementby Francis Buttle

    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 Marketingby Abaete de Azevedo; Ricardo Pomeranz

    McGraw-Hill Education 2008; US$ 27.95

    Customer Obsession is an invaluable hands-on guide to the next generation of customer relationship marketing. Abaetê 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...

  • Answering the Ultimate Questionby Richard Owen; Laura L. Brooks

    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...

  • The Referral of a Lifetimeby Timothy L. Templeton

    Berrett-Koehler Publishers 2005; US$ 19.95

    The premier book in the new Ken Blanchard Series Describes a simple approach and system for getting a steady flow of new business through referrals from existing customers-no more cold calls! Nobody likes cold calls. And nobody really needs to make them. The Referral of a Lifetime teaches a step-by-step system that will allow anyone to generate a steady... more...

  • Your Call Is (Not That) Important to Usby Emily Yellin

    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...

  • Overpromise and Overdeliver (Revised Edition)by Rick Barrera

    Penguin Group US 2009; US$ 25.95

    The Wall Street Journal and BusinessWeek bestseller-fully revised and updated The old cliché is that smart companies underpromise and overdeliver. But in today's crowded market, underpromising is a ticket to oblivion. Companies like American Girl, Best Buy, and Apple came out of nowhere to dominate their markets. How did they scoop their bigger... more...

  • Strategic Customer Serviceby John A. GOODMAN

    AMACOM 2009; US$ 24.95

    A new approach to customer service that will transform the entire organization...and create true competitive advantage. more...