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Customer Service

  • 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$ 31.15

    <!-- Generated by XStandard version 2.0.1.0 on 2014-10-28T09:42:32 --><p>Das Buch ist der praktische Leitfaden für ein effzientes 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...

  • Professionelles Personalmarketingby Bernd Konschak

    Haufe Lexware Verlag 2014; US$ 37.16

    <!-- Generated by XStandard version 2.0.1.0 on 2014-10-14T10:44:06 --><p>Bernd Konschak zeigt, wie auch kleine und mittlere Unternehmen für ein individuelles und effektives Personalmarketing systematisch Ideen entwickeln können. Er stellt die verschiedenen Instrumente des Personalmarketings vor und beschreibt, wie Sie Offline- und Online-Aktivitäten... more...

  • Touch - der Haptik-Effekt im multisensorischen Marketingby Olaf Hartmann; Sebastian Haupt

    Haufe Lexware Verlag 2014; US$ 37.35

    In einer optisch und akustisch überreizten Welt bietet die Haptik ein einzigartiges Wirkpotenzial für Produktdesign, Markenkommunikation und Verkauf.Das Buch zeigt, wie Sie die Erkenntnisse der Neuromarketing-Forschung mit multisensorischem Marketing in die Praxis überführen. Sie lernen die besondere Bedeutung der Haptik für den Menschen kennen und... more...