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With exercises to reinforce the learning points presented, this book will help you develop training programs to deal with difficult situations, solve problems with customers, create effective customer service strategies, and reach your sales goals.
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Using numerous real-life examples, this insightful book shows precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers ? even when you have to say no.
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This book is a guide to achieving customer satisfaction by choosing the right CRM systems, and explains how to use CRM to integrate all channels of customer contact.
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Discussing advances in areas such as text mining, recommendation systems, internet marketing, and dynamic customer management, this state-of-the-art guide provides marketers with the capability to implement and evaluate approaches to marketing that will meet the changing needs of customers and the businesses that serve them.
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Highlighting the revolutionary changes to business, marketing, and technology practices that are needed to survive and thrive in these unforgiving times, this book explains how businesses are increasingly relying on new forms of customer engagement, and how one customer's experience?whether good or bad?can alter a company's reputation with the click of a mouse.
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This audio edition introduces us to the ?Relationship Era,? where the only path for businesses seeking long-term success is to create authentic customer relationships.
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Discussing how your own frame of mind has a great deal to do with your customer's frame of mind, this book helps you to shift to a service-oriented frame of mind so you will produce more sales, larger sales, and a more pleasing sales experience each time.
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Bringing together the most important elements of business strategy, B2B marketing theory and sales management, this introduces a significant number of new models and frameworks that have been developed from management workshops with clients such as Nokia and Mercedes Benz.
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CRM Fundamentals discusses the key elements of a successful CRM project, the dos and don?ts involved with implementing it, and how to get the most out of your initiative. In this Summary, we discuss the salient points of the book based on our interpretation of its contents.
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Including plenty of detailed, useful advice to help you get the most value from your CRM investments and avoid common pitfalls, this critical, comprehensive resource introduces CRM and explains how it delivers value to organizations.