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- McGraw-Hill Education 2010; US$ 32.95
The sales classic?updated with new customer-focused methodologies! Thanks to the web, today?s customers are savvier and more results-oriented: they do their homework. Do it for them by communicating with them in the ways that work best for them, and you?ll find that doing so works best for you, too. When they know they?re being listened to, they?ll... more...
- McGraw-Hill Education 2010; US$ 32.00
Lance Bettencourt, PhD, brings a combination of academic rigor and practical insight to the innovation process. A former professor of marketing at Indiana University, he is an expert in product and service innovation, marketing strategy, and research design and analysis. As a thought leader on the topic of marketing strategy and innovation, Dr.... more...
- Free Press 2010; US$ 16.95
CONTENTS PREFACE 1. Service Leadership Spells Profits 2. The Customers' View of Service Quality 3. Potential Causes of Service-Quality Shortfalls 4. Gap 1: Not Knowing What Customers Expect 5. Gap 2: The Wrong Service-Quality Standards 6. Gap 3: The Service Performance Gap 7. Gap 4: When Promises Do Not Match Delivery 8. Getting Started... more...
- HarperCollins 2011; US$ 19.99
?Gary Vaynerchuk has seen the future of marketing. The Thank You Economy shows how it's built on both the time-honored techniques of listening to and appreciating customers and newer services like Twitter that allow you to engage directly with customers at unprecedented scale and speed. The book, like Gary, is also a lot of fun and full of passion.?... more...
- McGraw-Hill Education 2010; US$ 12.00
Robert Bacal is the author of Managing Performance and The Complete Idiot's Guide to Consulting , and he runs the management website work911.com. more...
- St. Martin's Press 2001; US$ 8.99
It's the simplest technique imaginable, and it can save you hours of your time, hundreds of headaches, and thousands of dollars. Barbara Rollin has saved a small fortune by using a technique that is so simple, so easy, that anyone can do it. By using the power of "Asking," Barbara Rollin has gotten refunds, discounts, deals, lower prices, and customer... more...
- Woodslane Press 2011; US$ 16.99
Every time someone calls a business they have chosen that organisation as a possible supplier of something they want. Each incoming call is not just a possible customer, but a probable customer. They are a hot opportunity that has come knocking at the door, and are the most likely buyers any business will encounter. Converting them into sales can be... more...
- Wiley 2011; US$ 75.00
Master data Management in Practice Achieving True Customer MDM A customer places a call to Sears for an appliance repair. The phone system instantly recognizes the number. Once the caller is verified, the system automatically pulls up a complete set of records, including full history and service contracts that are available to the customer service... more...
- Hodder & Stoughton 2002; US$ 14.14
Imagine a workplace where everyone chooses to bring energy, passion and a positive attitude to the job every day. In this engrossing parable, a fictional manager has the responsibility of turning a chronically unenthusiastic and unhelpful department into an effective team. Seattle's Pike Place Fish is a world famous market that is wildly successful... more...
- Pearson Education 2011; US$ 19.99
The Hands-On, Up-to-the-Minute Guide to Generating Better-Qualified, Quicker-to-Close B2B Leads! Lead generation is ?Job One?: B2B marketers? single most important objective. Maximizing Lead Generation brings together everything you need to know to do it right. Fast-paced and 100% practical, it will help you achieve outstanding results... more...