Kategoria BISAC: Business & Economics >> Customer Relations

Measure What Matters to Customers reveals how to capitalize on Key Predictive Indicators (KPIs), the innovative measures that define the success of your enterprise as your customers do. If you want to increase your company's profits by working smarter, this is the book for you.

How Service Orientation Will Change Your Business

"The real value of this book is that it makes SOA and Web services, which are critical and business-transforming, crystal-clear to the layman, both business and IT leaders. The book stays focused on the real-world issues facing business and government institutions today. In an industry full of experts of many stripes, Ron and Jason are the real thing: savvy, experienced, and realistic. They have produced a must-read book for management."
--Paul Lipton, Senior Architect, Unicenter Web Services and Application Management Computer...

Praise for THERE'S A CUSTOMER BORN EVERY MINUTE

"Joe Vitale has created an entertaining, educational, and motivational manual-with the help of P.T. Barnum-that belongs in every hotel room alongside the Bible. Then, guests might read his inspirational book first, and give thanks to God for this worthy discovery."
--Alan Abel, media hoaxer, author, consultantand lecturer on "Using Your Wits to Win"

"If you're going to excel in business, learning about a showman like Barnum and applying some of the lessons he taught can give you valuable insights. Joe Vitale has...

How many of today's leading corporations are successfully winning back old customers and attracting new ones

The new purchasing patterns of disenchanted customers and the demise of brand loyalty have compelled many endangered corporate giants to radically alter their thinking about product design and marketing. This book describes how leading companies such as IBM, Nestle, Dupont, AT&T, and Panasonic have stopped creating products for "buyers" and have started considering the long-term needs of users.

* Packed with real-world cases which demonstrate crucial ideas,...

Increasing attention has been paid in recent years to the marketing of services. This has been prompted by a recognition that services are an increasingly important sector of the economy and that they require a different approach to marketing. Consumers and Services approaches service marketing from a consumer perspective and draws together current understanding of service consumption from both an academic and practitioner point of view. This groundbreaking book is the first serious attempt to look at buyer behaviour in service sector industries and is suitable for graduate and advanced...

. Less than five percent of the worlda s firms achieve the full potential of their customer relationship initiatives. The rest are caught in its paradox."

Across all sectors of business, including those susceptible to rapid shifts in customer taste (e.g. food, toys, electronics, financial services, etc.), consumers are demanding, and being given, a vast and changing choice of products and services. In such a climate, maintaining competitive advantage is not easy.

Companies face major challenges as they seek to flourish in competitive global markets, fuelled by developments in technology, from the Internet to grid computing and Web services. In this environment, service orientation - aligning business processes to the changing demands of customers - is emerging as a highly effective approach to increasing efficiency. In this book, Paul Allen provides an accessible guide to service orientation, showing how it works and highlighting the benefits it can deliver. The book provides an integrated approach: after covering the basics of service orientation, he...

"In "Thank God It's Sunday," Bernard Smalls delivers the good news that a serving heart is the key to prosperity. This uplifting parable--based on a true account of a wildly successful car dealership--shows that profit is the applause we get for taking care of our customers."
--Ken Blanchard, co-author of "The One Minute Manager" and "Raving Fans"

The Gospel of Customer Service is a parable based on the true story of the author's experience as a Corporate Trainer for the history making, award winning, fastest growing Toyota dealership in history. It presents a real life walk through of...

Lynn Thomas, a nationally acclaimed retention specialist and speaker on the topic, now shares her practical and proven tools and techniques on how to delight and dazzle customers time, after time, after time. In her new book, she shares how to bring heart and a sharp customer focus to corporate America WHILE increasing profitability.

Your company can apply these techniques immediately to increase your business' retention rate. The ROI is 15:1. Is there another profitable strategy that you are currently employing that will generate that return? No, because retention produces the highest...

When did delivering mediocre client service become acceptable? It didn't Then why do so many professional service firms fail to deliver excellent client service? Craig gives you 21 reminders that will make your clients say "wow "

"Remember What Your MAMAs Taught You" provides a unique way of looking at customer service.

Author Brenda Hill brings over 20 years of experience providing quality customer service to many customers. "Remember What Your MAMAs Taught You" provides valuable information in a humorous, easy to understand format that helps you to:

remember what you've already been taught many years ago by one of your greatest teachers, your MAMAs,

see how negative perceptions about customer service has affected your treatment of others,

dissolve negative perceptions about customer service,...

Effective Customer Relationship Management (CRM) begins with a customer's first contact---whether on the Internet, through a call center, or in a brick-and-mortar store. "Jems from Johnson: A Guide to Successful Customer Relationship Management" provides an up-close look at the life cycle of the retailer-customer relationship. The quality of what follows the first contact, says author Claude Johnson, is every bit as important to your company's success as your product and your sales staff.

Successful CRM is the art of amassing and using data effectively to identify your customers and...

Quality Customer Service Rekindling the Art of Service provides reflective and easy to read narratives about customer service, via the lens of seven characters that individually represent different business types. The characters, Dollar, Stu, Meaty, Shopper, Peachie, Medic, and BATS, depict quality customer service for personal usage, businesses, educational institutions, and organizations offering enhancement skills. Whether working for a business, planning to operate a business, or know someone in business, this innovative work will greatly assist professional efforts. The book offers skill...

In a world where knowledge is king, the Web never sleeps, and competitive challenge increases exponentially, Robert Rodin shows you how to prepare for the three insatiable demands of today's customers: they want their product or service FREE, they want it PERFECT, and they want it NOW. No matter what business you're in, you have to find a way to respond -- or risk losing your customers to competitors who are discovering new ways to sell your product or service cheaper, better, and faster than you've ever imagined.
As the dynamic CEO of electronics distributor Marshall Industries, Rob...

"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans."

This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.

Written in the parable style of The One Minute Manager, Raving Fans uses a...