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Customer Service

  • Consumer-Centric Category Managementby ACNielsen; John Karolefski; Al Heller

    Wiley 2012; US$ 48.00

    In some parts of the world, especially in developing markets, category management today remains a stretch goal – a new idea full of untapped potential. In other areas, the original eight-step process that emerged in the late 1980’s forms the foundation of many companies’ approach to category management. In still others, particularly... more...

  • The Seven Myths of Customer Managementby John Abram; Paul Hawkes

    Wiley 2005; US$ 75.00

    In this lively and readable book, the authors argue that in recent years far too much has been made of customer satisfaction, and that this has come at the expense of hard-edged consumerism. Whether or not "the customer is king," the first rule of business is to make money. Pragmatic and practical, the book destroys seven key myths about customer management... more...

  • Stop Acting Like a Seller and Start Thinking Like a Buyerby Jerry Acuff; Wally Wood

    Wiley 2010; US$ 24.95

    Praise for stop acting like a seller and Start Thinking Like a Buyer " Stop Acting Like a Seller and Start Thinking Like a Buyer is a book that teaches you emphatically that 'words matter.' If you want to set yourself apart from others, whether you're selling a product or a concept, this is a book to read. Not only will you learn how to prepare... more...

  • Groupedby Paul Adams

    Pearson Education 2011; US$ 23.99

    The web is undergoing a fundamental change. It is moving away from its current structure of documents and pages linked together, and towards a new structure that is built around people. This is a profound change that will affect how we create business strategy, design, marketing, and advertising. The reason for this shift is simple. For tens of thousands... more...

  • Case Studies in Performance Managementby Tony C. Adkins

    Wiley 2006; US$ 66.95

    Praise for Case Studies in Performance Management "With this book, Tony Adkins has made an important contribution to the body of knowledge of managerial accounting." --From the Foreword by Gary Cokins, lead strategist, Business Performance Management Solutions group with SAS Institute and internationally recognized expert in advanced cost management... more...

  • Effective Sales Force Automation and Customer Relationship Managementby Raj Agnihotri

    Business Expert Press 2010; US$ 19.95

    As we move deeper into the 21st century, firms continue to struggle with the implementation of sales force technology tools and the role they play in sales representative performance. Foreseeing a changing environment, many sales organizations have begun to focus on technology-related strategies, business processes, and applications to adapt to these... more...

  • Internal Marketingby Pervaiz K. Ahmed; Mohammed Rafiq

    Taylor and Francis 2013; US$ 58.95

    A clear-sighted introduction to a complex subject, 'Internal Marketing' provides the reader with a succinct overview of the most recent thinking and practice. The text begins by defining what internal marketing is and how it can work, and from this foundation: * Outlines state-of-the-art thinking and practice * Demonstrates how internal marketing... more...

  • PERFORMANCE MEASUREMENT AND LEISUREby Konstantinos Alexandris

    Taylor and Francis 2013; US$ 44.95

    This book is a unique collection of empirical cases which critically discuss issues in measuring performance in the leisure industry. This book was published as a special issue of Managing Leisure . more...

  • Mastering Incoming Sales Callsby Nigel Allan

    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...

  • Service Orientationby Paul Allen; Sam Higgins; Paul McRae; Hermann Schlamann

    Cambridge University Press 2006; US$ 74.00

    An accessible introduction to service orientation, showing how it works and highlighting the benefits it can deliver. more...