1,159円 In a nation where price alone once dictated consumer decision, a bruised economy and resulting surge of fierce competition have the focus from cost to service. As the humanizing of the customer encounter glides into the spotlight, it's a new dance. Unfortunately, not everyone knows the steps...an...

8,456円 Make Social CRM work! This book presents the first proven framework and step-by-step methodology for driving maximum value from Social CRM throughout sales, marketing, customer service, and beyond. Barton Goldenberg,the field’s #1 expert, offers a proven, four-step methodology for succeeding with...

1,326円 Caveman marketing tactics no longer work. It used to be that if we took out enough ads, bought enough impressions, and had a persuasive message, we could wear them down until they eventually bought. But we are no longer in charge. They are. And that is why we must change our marketing concept fro...

21,220円 Practical, concise help for dealing with customers: The book and its accompanying elearning course and Certification begins with outlining several customer service techniques, and describes each of them. Some are very basic, and some are more advanced, particularly those that deal with dealing wi...

9,442円 The vertical/functional hierarchy has been the mainstay of business since the industrial revolution. But it has its problems. In fact, the vertical design all but guarantees fragmented tasks, overspecialization, fiefdoms, turf wars, the urge to control from the top--all the negatives that foster ...

1,326円 Customer service isnt a departmentits a philosophy that includes every person and aspect of the best and brightest companies. In a tough competitive and price-sensitive economy customer service is one of the most essential tools to separate your business from the competition. In this sequel to th...

7,047円 Building the Value Machine represents the type of business that many aspire towards - a business that is able to align its internal functions, including sales and marketing, in order to collaborate with its key customers and create real and unique value for mutual benefit. This book provides a so...

6,076円 This book investigates customer perceptions and expectations of complaint channels. In addition to the conventional channels, the adequacy of online social networks as new complaint channel is analysed. The managerial recommendations to improve customer satisfaction are based on a survey and reve...

1,505円 The social media marketing team at Lions Consulting Group has done it again! Enhance your social media management with their Hootsuite how-to-guide where you will not only learn the basics for the average joe who's just getting into social media, but for also the social media pro who's look...

3,600円 Quels sont les outils d'évaluation mis à disposition pour étudier la relation entre les clients et l'entreprise ? L'étude de la relation client est un enjeu majeur au sein de toutes les entreprises. Tout professionnel se voit assigner des objectifs de conquête de nouveaux clients, d'augmentation ...

1,243円 Haters are not your problem. . . . Ignoring them is. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. The near-univ...

193円 This book is your quick guide to telephone skills. In five short lessons, you’ll have the skills you need to be the best ambassador you can be for your own company or for your employer’s through your ability to communicate over the phone. The five quick steps in this book will help you refine you...