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Customer Lifetime Value : Reshaping the Way We Manage to Maximize Profits
Lerzan Aksoy
Paperback - $35.95
Service Orientation : Winning Strategies and Best Practices
Paul Allen
Hardcover - $122.95
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 processe ...
Great Customer Service on the Telephone
Kristin Anderson
Paperback - $17.95
First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone--from salesperson to m ...
Knock Your Socks Off Answers : Solving Customer Nightmares & Soothing Nightmare Customers
Kristin Anderson
Paperback - $27.95
In this sequel to the bestselling "Delivering Knock Your Socks Off Service", Anderson and Zemke show readers not only how to maintain grace under fire when it comes to customer service, they actually give suggestions for fielding tough-as-nails custo ...
Customer Relationship Management
Kristin L. Anderson
Paperback - $24.95
Tips and Tools for Creating--and Sustaining--Profitable, Long-Term Customer Relationships
In today's impersonal, arms-length marketplace, customer loyalty is rapidly becoming a thing of the past. "Customer Relationship Management brings it back to ...
Call Center Benchmarking : Deciding If Good is Enough
Jon Anton
Paperback - $41.95
Executives are beginning to recognize the potential of the call center as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. Return on investments mad ...
Call Center Performance Enhancement Using Simulation and Modeling
Jon Anton
Paperback - $111.95
A customer access center that is accessible anytime, anywhere, in any form, and for free is emerging as critical to global business strategy. The authors provide insight into trends in the call center and simulation software industries and their inte ...
Passionate and Profitable : Why Customer Strategies Fail and Ten Steps to Do Them Right
Lior Arussy
Hardcover - $42.95
Why, despite spending billions of dollars in customer relationship programs and other customer initiatives, do some companies still exhibit poor results in gaining and holding on to customers? Intentions and initiatives are common, but the harder tas ...
The Experience : How to Wow Your Customers and Create a Passionate Workplace
Lior Arussy
Hardcover - $34.95
"'A 'must-read' for managers; this is a great guide for pulling the customer back into your management loop."' -- Jerry Vass, author of "Soft Selling in the Hard World" "'Lior Arussy spins a cautionary tale for the transition companies m
"The Exp ...