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- 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...
- 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
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...
- 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...
- 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 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...
The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the WorldMcGraw-Hill Education 2008; US$ 34.00
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...
- Wiley 2009; US$ 70.00
Praise For Business Process Mapping: Improving CustomerSatisfaction, Second Edition "A must-read for anyone performing business process mapping!This treasure shares step-by-stepapproaches and critical successfactors, based on years of practical, customer-focused experience.Areal winner!" — Timothy R. Holmes , CPA former General Auditor,American... more...
- 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...
- 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...