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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
Val Gee and Jeff Gee are the authors of Super Service, Customer Services Training Tool Kit , and The Winner's Attitude . Their SuperService? curriculum has been described as ?one of the best? by many major companies. 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$ 34.95
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...
- 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$ 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...
- 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...
- 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...
- 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...