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Customer Service

  • Humanizing Big Databy Colin Strong

    Kogan Page 2015; US$ 39.95

    Big data raises more questions than it answers, particularly for those organizations struggling to deal with what has become an overwhelming deluge of data. It can offer marketers more than simple tactical predictive analytics, but organizations need a bigger picture, one that generates some real insight into human behaviour, to drive consumer strategy... more...

  • Relationship Marketingby Manfred Bruhn

    Franz Vahlen 2015; US$ 35.75

    Prof. Dr. Manfred Bruhn ist Ordinarius für Betriebswirtschaftslehre, insbesondere Marketing und Unternehmensführung an der Wirtschaftswissenschaftlichen Fakultät der Universität Basel sowie Honorarprofessor an der Technischen Universität München. Die Beziehungsführerschaft zum Kunden rückt neben den klassischen Wettbewerbsvorteilen, wie der Qualitäts-... more...

  • Spitzenleistungen im Key Account Managementby Christian Belz; Markus Müllner; Dirk Zupancic

    Franz Vahlen 2015; US$ 40.45

    Das kompakte Know-how für professionelles Key Account ManagementJedes Unternehmen bedient attraktive, aber anspruchsvolle Großkunden. Entscheidend für den Verkaufserfolg ist nur die eigene Professionalität. Einerseits gilt es, die organisatorischen Voraussetzungen im Unternehmen zu schaffen. Anderseits gehen qualifizierte Key Account-Manager systematisch... more...

  • Customer Relationship Managementby Francis Buttle; Stan Maklan

    Taylor and Francis 2015; US$ 67.95

    Customer Relationship Management Third Edition is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement... more...

  • The Wallet Allocation Ruleby Timothy L. Keiningham; Lerzan Aksoy; Luke Williams; Alexander J. Buoye

    Wiley 2015; US$ 19.95

    Customer Loyalty Isn't Enough?Grow Your Share ofWallet The Wallet Allocation Rule is a revolutionary, definitiveguide for winning the battle for share of customers' hearts, minds,and wallets. Backed by rock-solid science published in the Harvard Business Review and MIT Sloan ManagementReview , this landmark book introduces a new and rigorouslytested... more...

  • Customer-Centric Marketingby Neil Richardson; Jon James; Neil Kelley

    Kogan Page 2015; US$ 24.95

    Two of the major parallel challenges facing businesses today are how to adapt to the changes of fast-paced, fragmenting markets and how to grow a business whilst engaging in recognisably sustainable practices. It is not enough to just be sustainable, it is about communicating it and getting the customer involved in the message. Customer-Centric Marketing... more...

  • 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...

  • Implementing SAP® CRMby Vivek Kale

    CRC Press 2015; 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...

  • 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...