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Customer Service

Most popular at the top

  • 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$ 32.00

    Introduction 1. Industry, retail or consumer: who controls the market? 2. How much is each consumer worth? 3. Relationship strategies to win and maintain customers 4. Integrated communication: relationship marketing?s key role 5. Creation of results 6. Relationship marketing in action 7. Database construction... 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...

  • 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 Publishing Group 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...

  • The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the Worldby C.Britt Beemer; Robert L. Shook

    McGraw-Hill Education 2008; US$ 34.00

    C. Britt Beemer is founder and CEO of America's Research Group (ARG), a national consumer research firm that has interviewed more than eight-million consumers. He is the author of It Takes a Prophet to Make a Profit and Predatory Marketing . Robert L. Shook is a bestselling author of many business books, including Longaberger , a number-one... more...

  • Customers for Lifeby Carl Sewell; Paul B. Brown

    The Crown Publishing Group 2009; US$ 14.99

    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...

  • "I Love You More Than My Dog"by Jeanne Bliss

    Penguin Publishing Group 2009; US$ 15.00

    Hundreds of businesses have customers who admire them, but only an elite few have true advocates? passionate, loyal, vocal fans?who rave about them to anyone who will listen. Jeanne Bliss, who served as a senior customer executive at five major companies, says there?s no shortcut to becoming beloved?you can?t hire a fancy marketing firm to get there.... more...