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Customer Service

  • Zombie Loyalistsby Peter Shankman

    St. Martin's Press 2015; US$ 27.99

    Marketing and PR expert Peter Shankman has been working with the biggest companies in the world to create what he calls ?Zombie Loyalists,? fervent fans that help companies massively increase their customer base, brand awareness, and most importantly, revenue. After all, why should you have to tell the world how amazing you are if you can have your... more...

  • Evergreenby Noah Fleming; Alan Weiss

    AMACOM 2015; US$ 19.95

    All businesses love to attract a new audience for their products and services. But peer beneath the surface, and the picture is far less rosy: most new customers fail to return, and chasing after them becomes a significant revenue drain. Evergreen argues the need to cultivate deeper and more profitable relationships with loyal customers. These are... more...

  • Who Stole My Customer??by Harvey Thompson

    Pearson Education 2014; US$ 36.99

    Rebuild customer loyalty, strengthen customer relationships, and leverage the immense power of customer co-innovation! Harvey Thompson's Who Stole My Customer?? is the world's definitive guide to rebuilding customer loyalty: must-reading in C-Suites and top business schools worldwide. That's no surprise: for decades, Thompson has been the... more...

  • Implementing SAP® CRMby Vivek Kale

    Taylor and Francis 2014; US$ 89.95

    In today's competitive business environment, most companies realize that the better they can manage their customer relationships, the more successful they will become. Customer Relationship Management (CRM) software systems are key tools for companies to manage the customer-facing processes of their businesses. However, many companies have resisted... more...

  • Measuring Customer Experienceby Philipp Klaus

    Palgrave Macmillan 2014; US$ 45.00

    Now, more than ever, customer experience plays a pivotal role in the success and longevity of a company. Based on rigorous scientific tools and global data, this book offers a simple but thorough guide on how to master the challenges of the market, and how to deliver superior performance through effective customer experience management. more...

  • Your Customer Rules!by Bill Price; David Jaffe

    Wiley 2014; US$ 28.00

    What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips—and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms... more...

  • Organizational Reputation in the Public Sectorby Arild Wæraas; Moshe Maor

    Taylor and Francis 2014; US$ 125.00

    A favorable reputation is an asset of importance that no public sector entity can afford to neglect because it gives power, autonomy, and access to critical resources. However, reputations must be built, maintained, and protected. As a result, public sector organizations in most OECD countries have increased their capacity for managing reputation.... more...

  • Praxiswissen Forderungseinzug und Inkasso - inkl. Arbeitshilfen onlineby Franziska Lochmann; Gerhard Lochmann

    Haufe Lexware Verlag 2014; US$ 32.01

    <!-- Generated by XStandard version 2.0.1.0 on 2015-01-20T11:41:30 --><p>Das Buch ist der praktische Leitfaden für ein effizientes Mahnwesen, das zählbare Ergebnisse bringt. Sie erfahren, wie Sie säumige Kunden schriftlich oder telefonisch zum Zahlen bewegen. Die Autoren erklären Ihnen auch, wie Sie Ihre Forderungen durchsetzen, ohne Ihre... more...

  • Service Fanatics: How to Build Superior Patient Experience the Cleveland Clinic Wayby James Merlino

    McGraw-Hill Education 2014; US$ 30.00

    THE PROVEN MODEL FOR DRIVING POSITIVE ORGANIZATIONAL CHANGE Cleveland Clinic has long been recognized for driving some of the best clinical outcomes in the nation, but it was not always a leader in patient experience. There was a time when this revered organization ranked among the lowest in the country in this area. Within ten years, however,... more...

  • Everyone's a Criticby Bill Tancer

    Penguin Group US 2014; US$ 14.99

    The Yelps and TripAdvisors of this world are here to stay. How can a business owner fight back? Eighty percent of consumers now consult online reviews before making a purchase. These days a disgruntled but ignorant customer on Yelp might have more clout than any expert guidebook, magazine article, or newspaper critic. Business owners feel they are... more...