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A practical guide for providing exceptional client service

Most advertising and marketing people would claim great client service is an elusive, ephemeral pursuit, not easily characterized by a precise skill set or inventory of responsibilities; this book and its author argue otherwise, claiming there are definable, actionable methods to the role, and provide guidance designed to achieve more effective work.

Written by one of the industry's most knowledgeable client services executives, the book begins with a definition, then follows a path from an initial new business win to...

What went wrong in Russia? A group of leading young scholars answer this question through a theoretically informed, in-depth analysis of the Yeltsin era. They challenge explanations that stress the constraints of history and concentrate instead on the importance of elite decisions and political institutions. The authors agree that elite inattention to institution building has been a central problem of Russia's postcommunist transition. The weakness of the state and its institutions has contributed to a number of serious problems threatening democratic consolidation.