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A Practical Guide to Crm: Building More Profitable Customer Relationships
ISBN: 9781578201020 / Angielski / Miękka / 304 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. In today's global economy the customer has more and better choices than ever before, bringing on one of the biggest challenges the business community faces today - customer loyalty and retention. To thrive in today's customer-driven economy a company need
In today's global economy the customer has more and better choices than ever before, bringing on one of the biggest challenges the business community ...
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cena:
230,14 |
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The Experience: How to Wow Your Customers and Create a Passionate Workplace
ISBN: 9781578203062 / Angielski / Twarda / 128 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Describes the journey of a frustrated call center manager who discovers hidden secrets about delivering the most outrageously pleasing customer experiences by empowering his staff to be passionate about their work.
Describes the journey of a frustrated call center manager who discovers hidden secrets about delivering the most outrageously pleasing customer experi...
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cena:
132,18 |
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Information Technology Enabled Global Customer Service
ISBN: 9781591400486 / Angielski / Twarda Termin realizacji zamówienia: ok. 5-8 dni roboczych. In the modern business environment, competitiveness calls for integrating the potential of information technology to well-functioning global logistics. This manual combines theoretical consideration and practical experiences in implementing new customer service models.
In the modern business environment, competitiveness calls for integrating the potential of information technology to well-functioning global logistics...
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cena:
438,22 |
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Satisfaction: How Every Great Company Listens to the Voice of the Customer
ISBN: 9781591841647 / Angielski / Miękka / 266 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. The ultimate guide to customer satisfaction, from the people who understand it better than anyone
For nearly forty years, J. D. Power and Associates has been synonymous with measuring customer satisfaction and helping businesses understand what customers really want. Now two of the company's senior executives, Chris Denove and James D. Power IV, unlock the vault on decades of closely guarded research data?and insights previously available only to the firm's clients. This is the first book that really explains how great companies like Lexus, UPS, JetBlue, and Enterprise... The ultimate guide to customer satisfaction, from the people who understand it better than anyone
For nearly forty years, J. D. Power and ... |
cena:
92,48 |
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Customer Service : Utility Style
ISBN: 9781593700539 / Angielski / Twarda / 250 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Successful utility customer service leaders are providing great service while reducing costs. This primer for customer service leaders at all levels outlines successful techniques for creating a customer focused culture, taking costs out of the business and maximizing technology, processes and efficiency. Readers of this book will find easy to implement, proven best practices combined with thoughtful discussions on current strategies and innovations. Additionally insights and case studies from successful utility leaders will amplify the challenges of successfully implementing these best...
Successful utility customer service leaders are providing great service while reducing costs. This primer for customer service leaders at all levels o...
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cena:
416,30 |
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Human SIGMA: Managing the Employee-Customer Encounter
ISBN: 9781595620163 / Angielski / Twarda / 320 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and services. Human Sigma offers an innovative research-based approach to one of the toughest challenges facing sales and services companies today: how to effectively manage the employee-customer encounter to drive business success. What would your company look like if you could increase the revenue and profitability potential of every customer by more than 20 percent? What if you could double the productivity of every employee? And what if these two phenomena together could drive...
Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and services. Human Sigma offers an innovative...
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cena:
102,81 |
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Reaching Beyond Excellence
ISBN: 9781599320298 / Angielski / Miękka / 168 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. |
cena:
67,92 |
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Service! Some People Just Don't Get It!: A Simple and Powerful Plan for Creating "Magnetic" Customer Service!
ISBN: 9781600370267 / Angielski / Miękka / 100 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Finally, here is a customer service book with no fluff. The authors have extensive experience in owing and managing retail operations and franchises. They know the challenges and frustratioins of providing service on the front lines because they've been there and done it themselves. This book guides you through a simple six step formula called The Circle of Service. This is a system developed and applied in their family business for over fifty years. The principles covered can be applied by individuals as well as business organizations of any size. You'll enjoy the tips and techniques that...
Finally, here is a customer service book with no fluff. The authors have extensive experience in owing and managing retail operations and franchises. ...
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cena:
42,20 |
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Promiscuous Customers: Invisible Brands: Delivering Value in Digital Markets
ISBN: 9781841121598 / Angielski / Miękka / 280 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Phones, TV's, PDA's, watches and even fridges are rapidly taking the place of the PC. Now Europe's proliferating channels and devices - plus its multiple cultures and languages - are writing tomorrow's rules. Part field book, part manifesto, and part behind-the-scenes expose, Promiscuous Customers, Invisible Brands is a practical guide which leads the reader through the cycle of strategy, specification, planning and implementation of an e-business. It balances crisp observation with just-in-time pragmatism, on a solid foundation of value and quality management.
Created by two of... Phones, TV's, PDA's, watches and even fridges are rapidly taking the place of the PC. Now Europe's proliferating channels and devices - plus its multi...
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cena:
82,44 |
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Total Quality Service
ISBN: 9781884015830 / Angielski / Twarda / 336 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. This work describes the principles, practices and methods of implementation of total quality service.
This work describes the principles, practices and methods of implementation of total quality service.
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cena:
661,20 |
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The Quantum Leap: Next Generation
ISBN: 9781932159448 / Angielski / Twarda / 288 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. This update of "The Quantum Leap" examines the impact and implications of recent industry trends, new technologies, and emerging business practices. The focus remains on building sustainable competitive advantages by responding to customer demand in real time every day.
This update of "The Quantum Leap" examines the impact and implications of recent industry trends, new technologies, and emerging business practices. T...
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cena:
220,40 |
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Collaborative Customer Relationship Management: Taking Crm to the Next Level
ISBN: 9783540002277 / Angielski / Twarda / 276 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. In this context, new strategic frameworks and cooperation with everybody along the whole value chain are needed to allow managers to deal with the changes in shopping patterns of consumers. This book presents a new strategic framework that has been tested successfully with various global companies. New management concepts such as Collaborative Forecasting and Replenishment, CRM,... Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and... |
cena:
201,24 |
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Achieving Excellence in Stakeholder Management
ISBN: 9783540002550 / Angielski / Twarda / 151 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Today, Stakeholder Management is a term commonly used to describe the policy towards all interest groups that have a stake in a company or an institution, but the crucial question is how this concept can be best applied to a company's context. In this book, companies using a Stakeholder Management tool give their first-hand account of how this tool enables them to successfully measure, monitor and manage their stakeholders' performance. The experience of these companies highlights how across different sectors and countries strong customer relationships, committed employees and successful... Today, Stakeholder Management is a term commonly used to describe the policy towards all interest groups that have a stake in a company or an insti... |
cena:
201,24 |
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Electronic Customer Care: Die Anbieter-Kunden-Beziehung Im Informationszeitalter
ISBN: 9783540413325 / Angielski / Twarda / 155 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Electronic Customer Care (ECC) ist seit Erscheinen der zweiten Auflage ein Bestseller fur Softwareanbieter geworden. Unter dem Begriff Customer Relationship Management (CRM) bieten boomende Firmen Losungen zur Optimierung der Kundenprozesse an. Sie werben mit hoher Kundenzufriedenheit und reduzierten Kosten. Auch traditionelle Softwaregiganten beginnen, Losungen im Bereich Marketing, Sales und Service zu vermarkten. Fur viele Unternehmen allerdings ist die Reorganisation der sogenannten Front-Office-Prozesse Neuland. Auf was mussen Unternehmen achten, wenn sie CRM-Projekte starten? Wichtig...
Electronic Customer Care (ECC) ist seit Erscheinen der zweiten Auflage ein Bestseller fur Softwareanbieter geworden. Unter dem Begriff Customer Relati...
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cena:
188,08 |
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Customer Relationship Management: Electronic Customer Care in the New Economy
ISBN: 9783540413776 / Angielski / Twarda / 137 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Under the term Customer Relationship Management (CRM), companies such as SAP, Siebel Systems or E.piphany offer software solutions to optimize customer-facing processes. Business units responsible for the implementation of CRM software are in many cases relatively inexperienced in the reorganization of these processes. It is important for them to consider the needs of their customers as a whole. This book describes the customer relatioship using the concept of the Customer Buying Cycle, thereby creating a neutral orientation framework for CRM projects. For each phase of the Customer Buying...
Under the term Customer Relationship Management (CRM), companies such as SAP, Siebel Systems or E.piphany offer software solutions to optimize custome...
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cena:
480,69 |
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Customer Relationship Management: Organizational and Technological Perspectives
ISBN: 9783540440017 / Angielski / Twarda / 172 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management...
Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of...
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cena:
201,24 |
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The Interdependence of Employee and Customer Satisfaction
ISBN: 9783836417334 / Angielski / Miękka / 84 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. In the last years, organisations have invested considerable resources into
programs that enhance the satisfaction of their personnel. The implicit proposition underlying these activities is that content employees lead to content clients. Employee satisfaction is expected to result in better working performance including politeness, positive non-verbal behaviour, respect, and cooperativeness in the employee-customer interaction. In the interaction process customers may affect the satisfaction of employees. This publication focuses on the following questions: Is there an influence of customer... In the last years, organisations have invested considerable resources into
programs that enhance the satisfaction of their personnel. The implicit... |
cena:
195,77 |
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Competing
ISBN: 9783836418744 / Angielski / Miękka / 168 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. |
cena:
275,01 |
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The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
ISBN: 9780470189085 / Angielski / Twarda / 336 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong--eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service...
In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are us...
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cena:
120,77 |
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The Future of Relationship Marketing
ISBN: 9780789031624 / Angielski / Miękka / 128 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. The impact of a positive buyer-seller relationship on the profits and customer retention of any company should never be minimized. The Future of Relationship Marketing presents carefully chosen proceedings from the Eleventh Annual Colloquium in Relationship Marketing (Cheltenham, United Kingdom, 2003). Leading experts reveal the latest studies and provide unique insights into the behaviors and dynamic strategies needed to maximize a positive relationship with the all-important customer. Each chapter is extensively referenced, and many include graphs and figures to reinforce concepts and ideas.
The impact of a positive buyer-seller relationship on the profits and customer retention of any company should never be minimized. The Future of Relat...
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cena:
288,92 |
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