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The New Market Leaders: Who's Winning and How in the Battle for Customers
ISBN: 9780743204668 / Angielski / Miękka / 272 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. In the decade since Fred Wiersema coauthored the #1 bestseller The Discipline of Market Leaders, a momentous shift has occured. We have entered an age of customer scarcity--an age in which exciting, often unorthodox companies are revolutionizing the global marketplace. In this path-cutting work, Wiersema provides new benchmarks for ranking businesses in this new economy and reveals the strategies that set winning companies apart.
After tracking 5,000 companies worldwide for over six years, Wiersema discovered that just a few hundred of these of these exert tremendous... In the decade since Fred Wiersema coauthored the #1 bestseller The Discipline of Market Leaders, a momentous shift has occured. We have ...
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69,32 |
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In Search of Hospitality
ISBN: 9780750654319 / Angielski / Miękka / 318 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. 'In Search of Hospitality' is a unique contribution to the study of hospitality, exploring the practice of hospitality across disciplines, and adopting an international perspective where appropriate. This title brings together an extraordinary collection of leading researches and writers in hospitality, sociology, philosophy and social history, thereby providing a broad and comprehensive perspective on hospitality. It focuses the study of hospitality across the range of human, social and economic settings, and provides a reference point for the future development of hospitality as an academic...
'In Search of Hospitality' is a unique contribution to the study of hospitality, exploring the practice of hospitality across disciplines, and adoptin...
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cena:
249,73 |
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Managing Customer Value: Essentials of Product Quality, Customer Service, and Price Decisions
ISBN: 9780761826316 / Angielski / Miękka / 356 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Providing the right combination of product quality, customer service and price is good business. Unless a business does something that creates value for their customer, then the chances of business success are nil.
Providing the right combination of product quality, customer service and price is good business. Unless a business does something that creates value f...
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cena:
382,02 |
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Service Quality: Research Perspectives
ISBN: 9780761921462 / Angielski / Twarda / 200 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. This title presents an overview and analysis of the field and its research, including its growth, various trends, and debates.
The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. This title presents an overview a...
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cena:
773,84 |
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The Service-Dominant Logic of Marketing: Dialog, Debate, and Directions
ISBN: 9780765614902 / Angielski / Twarda / 468 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Expanding on the editors' award-winning article "Evolving to a New Dominant Logic for Marketing," this book presents a challenging new paradigm for the marketing discipline. This new paradigm is service-oriented, customer-oriented, relationship-focused, and knowledge-based, and places marketing, once viewed as a support function, central to overall business strategy. Service-dominant logic defines service as the application of competencies for the benefit of another entity and sees mutual service provision, rather than the exchange of goods, as the proper subject of marketing. It moves the...
Expanding on the editors' award-winning article "Evolving to a New Dominant Logic for Marketing," this book presents a challenging new paradigm for th...
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cena:
1077,50 |
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Improving Customer Satisfaction, Loyalty, and Profit: An Integrated Measurement and Management System
ISBN: 9780787953102 / Angielski / Twarda / 240 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together...
A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that i...
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cena:
192,68 |
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The Paradox of Excellence: How Great Performance Can Kill Your Business
ISBN: 9780787981396 / Angielski / Miękka / 224 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Are you striving for excellence yet find your efforts increasingly taken for granted and undervalued? You're not alone. Many companies discover their improved performance doesn't translate into higher perceived value. In fact, it simply shifts the customer's expectations upward, causing the customer to take the new, improved performance for granted. High-performance companies unwittingly create unrealistic customer expectations that become impossible to meet. In this important book, the authors use a realistic story that illustrates the paradox of excellence3/4the better you perform, the more...
Are you striving for excellence yet find your efforts increasingly taken for granted and undervalued? You're not alone. Many companies discover their ...
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cena:
113,37 |
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Application Service Providers in Business
ISBN: 9780789024800 / Angielski / Twarda / 224 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Provides a definitive guide for all those seeking to understand what application service providers can offer. Explains how ASPs manage delivery, integration, software support, and maintenance in a manner that fits within customer's own business contexts.
Provides a definitive guide for all those seeking to understand what application service providers can offer. Explains how ASPs manage delivery, integ...
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cena:
710,17 |
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The Concise Handbook of Management: A Practitioner's Approach
ISBN: 9780789026477 / Angielski / Twarda / 282 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Discover the practical tips to make you an effective, customer-oriented manager
Focusing on the pervading belief that everything a manager does must be customer oriented, The Concise Handbook of Management: A Practitioner's Approach gives you an overview of everything you need to know about managing in one practical, concise book. This plain-talking guide not only explains management theories, but also presents commonsense suggestions on the best ways to effectively manage people and things, no matter what type of business you are in. Taking a practitioner's approach of discussing... Discover the practical tips to make you an effective, customer-oriented manager
Focusing on the pervading belief that everything a manager... |
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710,17 |
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Call Center Continuity Planning
ISBN: 9780849399824 / Angielski / Twarda / 444 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. A disruption in your call center operation can conceivably cost you hundreds of thousands of dollars. And multiple disruptions can cost in the millions. Call Center Continuity Planning shows you how to plan for - and avoid - service interruptions through disasters large and small. This book will show you how to deal with everything from power outages to major hurricanes.
Should you use external Call Volume Management (CVM) solutions such as pre-established procedures for disaster call routing? Or, should you use internal solutions such as planning for a company cold site, virtual call... A disruption in your call center operation can conceivably cost you hundreds of thousands of dollars. And multiple disruptions can cost in the million...
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cena:
2693,75 |
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Moscow's Muslim Challenge: Soviet Central Asia
ISBN: 9780873326131 / Angielski / Twarda / 192 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. A study of the history of Soviet Central Asia and the demographic, political, economic and cultural weight of the Muslims that reside there. This book examines current trends in this area which is one of Russia's most turbulent and misunderstood minority regions.
A study of the history of Soviet Central Asia and the demographic, political, economic and cultural weight of the Muslims that reside there. This book...
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cena:
489,77 |
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You Will Be Satisfied
ISBN: 9780887308598 / Angielski / Miękka / 240 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Bob Tasca is, quite simply, the world's most effective practitioner of customer satisfaction. His accomplishments are astounding. His small Ford dealership is consistently among the world's best in sales volume, and industry executives from all over often visit in order to learn from his operation. Though he sells a generic product, Tasca has at times achieved the unheard-of feat of capturing 24 percent of his metro market, and he regularly sees 65 percent of his customers return -- triple the loyalty rate of his competitors.
In You Will Be Satisfied, he reveals how anyone, whether shoe... Bob Tasca is, quite simply, the world's most effective practitioner of customer satisfaction. His accomplishments are astounding. His small Ford deale...
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cena:
69,32 |
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Fleet Management
ISBN: 9780972491785 / Angielski / Miękka / 284 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. This book has been developed for dealers and distributors involved with pricing, selling, implementing, and monitoring Equipment Fleet Management businesses. It contains guidelines for developing accounts from a strategic point of view and operational tools for implementing the strategy.
This book has been developed for dealers and distributors involved with pricing, selling, implementing, and monitoring Equipment Fleet Management busi...
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cena:
275,77 |
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Secrets of Great Rainmakers: The Keys to Success and Wealth
ISBN: 9781401301576 / Angielski / Twarda / 208 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. In Secrets of Great Rainmakers, you'll learn how to outsmart the competition and set yourself apart from the pack. In over 50 interviews with industry leaders from a wide variety of fields, bestselling author Jeffrey J. Fox will share the proven techniques and hard-won wisdom that have helped great rainmakers get ahead, along with his trademark brand of counterintuitive insight and commentary that have made his books so popular.
In Secrets of Great Rainmakers, you'll learn how to outsmart the competition and set yourself apart from the pack. In over 50 interviews with industry...
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cena:
131,02 |
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Sense and Respond: The Journey to Customer Purpose
ISBN: 9781403945730 / Angielski / Twarda / 226 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. The authors argue that lean production should be driven by the desire to achieve optimal customer service by sensing and responding to the customer. The customer is at the centre of the process and the organisation needs to respond in a holistic way so that the customer can impact on the design and delivery of products and processes. The book is based upon substantial research and practice by leading practitioners and heralds a paradigm shift in thinking on these issues.
The authors argue that lean production should be driven by the desire to achieve optimal customer service by sensing and responding to the customer. T...
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cena:
241,50 |
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The Intimate Supply Chain: Leveraging the Supply Chain to Manage the Customer Experience
ISBN: 9781420064971 / Angielski / Twarda / 304 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. The growing power being exercised by today's consumer is causing significant paradigm shifts away from traditional marketing. This is leading to a whole new take on the structure and functioning of supply chain management (SCM). It's no longer so much about improving the manufacturing process as it is improving the point and speed of contact and the continued interaction that you have with your customer.
The Intimate Supply Chain: Leveraging the Supply Chain to Manage the Customer Experience explores how SCM can assist companies to grow and prosper in the new global economy. It... The growing power being exercised by today's consumer is causing significant paradigm shifts away from traditional marketing. This is leading to a who...
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cena:
489,77 |
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Relationship Banking: Cross-Selling the Bank's Products & Services to Meet Your Customer's Every Financial Need
ISBN: 9781557383815 / Angielski / Twarda / 264 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Banking's greatest opportunities are often overlooked and underdeveloped. In fact, a veritable gold mine is already in your bank - the customer! Have you made the most of your customers' potential? You have a full line of quality financial products and services to offer, but chances are even your best customers do business with the competition. This isn't necessarily because of pricing or product or trustworthiness. It's often due to a simple lack of effort. We all know that it is easier and more cost-effective to retain and cultivate an existing customer than it is to attract new ones. Yet,...
Banking's greatest opportunities are often overlooked and underdeveloped. In fact, a veritable gold mine is already in your bank - the customer! Have ...
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cena:
177,26 |
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The Customer Call Center Outback : A Frontline Supervisor's Map to Success
ISBN: 9781557532596 / Angielski / Miękka / 81 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. The Customer Call Center Outback has been written to provide some basic support for this critical role. A ""workbook"" format has been designed to make it an easy-to-use reference tool for those leaders we call supervisors. The goal is to offer suggestions on how to solve the most frequently encountered problems for this critical group of leaders. This book is based on research with 70 of the country's call/contact center supervisors. Trotter asked each of them to identify the 10 most frequent problems and then offer a list of actions that resulted in success as well as provide a list of...
The Customer Call Center Outback has been written to provide some basic support for this critical role. A ""workbook"" format has been designed to mak...
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cena:
117,50 |
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Fundamentals of Customer-Focused Management: Competing Through Service
ISBN: 9781567205640 / Angielski / Twarda / 240 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Customer-orientation, customer-centricity, and customer relationship management (CRM) are not new concepts or practices. But information technology has unleashed tremendous opportunities in dealing with a customer and in creating value to the customer. And yet the majority of CRM investments and initiatives fail because firms do not have the appropriate orientation to serving the customer. The principal aim of this book is to get the reader to think about th firm and the way it conducts its business in a certain way--with a customer focus. It is now becoming clearly evident that all... Customer-orientation, customer-centricity, and customer relationship management (CRM) are not new concepts or practices. But information technology... |
cena:
360,89 |
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Service Quality in Academic Libraries
ISBN: 9781567502091 / Angielski / Twarda / 204 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and performance measures. Considerations of service quality require librarians to regard management and the provision of service from an entirely new perspective- from the viewpoint of the library user, for whom the outcome of a trip to the library has far greater relevance than the institutions' outputs. This book examines service quality, identifies its essential elements (including electronic service delivery), and discusses ways in which it can be... Service quality is an issue separate from internal observations of effectiveness and efficiency, and cannot adequately be conveyed by output and pe... |
cena:
489,77 |
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