Brick Wall Breakthrough. What The !@#$ Do I Do Next? Actions for Exceptional...
Written for business owners and managers, it is a how to guide to achieving exceptional sales and service. Organized around the fundamental drivers of growth- sales and service - those areas of...
View ArticleMagnetic Service: The Secrets of Creating Passionately Devoted Customers
Winner of the 2004 Publishers Marketing Association Benjamin Franklin Award for Best Business Book By the bestselling author of Managers As Mentors-over 100,000 copies sold Reveals the seven "magnetic...
View ArticlePulling Customers Back To Small Business: A 7 Topic Guide For Small Business...
"Pulling Customers Back To Small Business" Teaches you how to effectively gain and manage loyal customers. Customer loyalty plays an important role in business success today. This business guide was...
View ArticleHumanizing Big Data: Marketing at the Meeting of Data, Social Science and...
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...
View ArticleThe Business of Choice: Marketing to Consumers' Instincts
<B><p>Reshape Consumer Behavior by Making Your Brand the Instinctive, Intuitive, Easy Choice!</p><p></B>• Discover powerful new ways to simplify and guide...
View ArticleThe Definitive Guide to Social CRM: Maximizing Customer Relationships with...
<I><p>Make Social CRM work! </I>This book presents the first proven framework and step-by-step methodology for driving maximum value from Social CRM throughout sales, marketing,...
View ArticleBe Your Customer's Hero: Real-World Tips & Techniques for the Service...
On the front lines of customer service, every day presents new and unexpected challenges-and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They...
View ArticleCustomer Relationship Management: Concepts and Technologies
<p>Customer Relationship Management <I>Third Edition</I> is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with...
View ArticleOutsmart! How to Do What Your Competitors Can't
<p>"Champy's engaging prose, fascinating success stories, penetrating reflections, and provocative challenges to the status quo capture your full attention from the first page to the last and...
View ArticleRethinking Utility Customer Care: Satisfying Your Always-Connected, Always-On...
Is your customer care ready for our connected world? Ubiquitous digital communication has created a customer that's always connected, always on. Utilities are adopting digital communication to connect...
View ArticleWhen Digital Becomes Human: The Transformation of Customer Relationships
In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive...
View ArticleCustomer Relationship Management Strategies in the Digital Era
In today's global economy, social media and technological advances have changed the way businesses interact with their clientele. With new forms of communication and IT practices, companies seek...
View ArticleSpeaking Frankly About Customer Relationship Management: Why Customer...
Is Customer Relationship Management (CRM) an obsolete concept? As technology and cultural changes continue to influence our customer strategies, the terms and methods we use to define them are also...
View ArticleBread and Butter: What a Bunch of Bakers Taught Me About Business and Happiness
<i>Bread and Butter</i> is a book with three parts: First, it's the story of the birth of an extraordinarily successful kind of business called a "freedom franchise": Great Harvest Bread...
View ArticleZombie Loyalists: Using Great Service to Create Rabid Fans
<p>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...
View ArticleBuilding the Value Machine: Transforming Your Business Through Collaborative...
This new title shows you how to turn your business into a "value machine" where its internal functions (such as sales and marketing) are aligned in order to work with key customers to create real value...
View ArticleThe Art of Mastering Sales Management
If you believe that the answer no is but a request for more information and understand that the best closing questions are rhetorical, you understand the basic art of sales. If you can teach that art...
View ArticleAcquiring, Processing, and Deploying: Voice of the Customer
Do you want a better understanding of who your customers are? Do you want to learn how to acquire the customer voice? The next decade will be the decade of the customer. Meeting their wants, needs, and...
View ArticleCustomer Relationship Management Systems Handbook
The concept of customer relationship management (CRM) has grown from the loosely defined methodology of using customer transactions for developing profiles on customers to the well-defined business...
View ArticleManaging High-Tech Services Using a CRM Strategy
As high-tech service industries grow more competitive, the need to develop customer focused business strategies becomes imperative. Managing High-Tech Services Using a CRM Strategy explores how to...
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