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Jab, Jab, Jab, Right Hook

by Gary Vaynerchuk

New York Times bestselling author and social media expert Gary Vaynerchuk shares hard-won advice on how to connect with customers and beat the competition. A mash-up of the best elements of Crush It! and The...


The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers

by Reza Soudagar & Vinay Iyer

"This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It's more than refreshing to read the multiple case studies and well thought...


Brick Wall Breakthrough.  What The !@#$ Do I Do Next? :  Actions for Exceptional Sales & Service.

by Shelley F Hall

Written for business owners and managers, it is a how to guide to achieving exceptional sales and service. Organized around the fundamental drivers of growth- sales and service - those areas of excellence leaders...


Can I Have 5 Minutes of Your Time?: A No-Nonsense, Fun Approach to Sales from Xerox's Former #1 Salesperson

by Hal Becker

Becker understands that hard work, common sense, and close attention to customer needs are trademarks of a good salesperson. His book echoes that same insight for those who want to achieve sales success.


Wired and Dangerous: How Your Customers Have Changed and What to Do About It

by Chip R Bell & John R. Patterson

In an era of economic stress, rapid change, and social networking, customers are distracted, disgruntled, and harder to please than ever. Picky, Fickle, Vocal, Wired, and Vain - they have very little tolerance...


Organizational Reputation in the Public Sector

by Arild Wæraas & Moshe Maor

A favorable reputation is an asset of importance that no public sector entity can afford to neglect because it gives power, autonomy, and access to critical resources. However, reputations must be built, maintained,...


The Small Business' Guide to Social CRM

by Craig M. Jamieson

If you want to effectively manage and build your customer base to drive your business forward, this book will provide you with the knowledge and strategies you need for success


Shoppernomics: How to Shorten and Focus the Shoppers' Routes to Purchase

by Roddy Mullin & Colin Harper

The journey to purchase for the family shop or the B2B buyer is impacted by media, advice, packaging and trial.

The sales and marketing challenge is what to say, and where to say it.

Shoppernomics, based on research...


Everyone's a Critic: Winning Customers in a Review-Driven World

by Bill Tancer

More than 70% of customers consult online reviews and take them very seriously. A disgruntled customer on Yelp might have more clout than a guidebook, magazine, or newspaper. This review-driven marketplace terrifies...


Tourist Customer Service Satisfaction

by Francis Noe & Muzaffer Uysal

Customer satisfaction and loyalty in the tourism sector is highly dependent upon the behaviours of front-line service providers. Service is about people, how they relate to one another, fulfill each other's...


The Everything Guide to Customer Engagement: Connect with Customers to Build Trust, Foster Loyalty, and Grow a Successful Business

by Linda Pophal

Expert advice and strategies for winning--and keeping--customers!

Apple, L.L. Bean, Zappos.com, Nordstrom, Lego, Southwest Airlines. All of these extraordinarily successful businesses have one thing in common:...


One Minute Service

by Loeffler Bruce

Everything is super-sized in the Lone Star State, and when it comes to poker legends, none are bigger than Texas Dolly Brunson, the godfather of the green felt. For nearly four decades this man has remained...


7L: The Seven Levels of Communication: Go From Relationships to Referrals

by Michael J. Maher

Can you imagine receiving a referral each and every day? Neither could real estate agent Rick Masters.

(7L) The Seven Levels of Communication tells the entertaining and educational story of Rick Masters, who...


Managing Customers for Profit: Strategies to Increase Profits and Build Loyalty

by V. Kumar

“This is a milestone book in marketing. Most companies claim they are focused on customers, but even those who are, probably do not take a scientific approach to customer management. Professor V. Kumar is...


Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service

by John A. Goodman

With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Not only that...customers...


The Network Is Your Customer: Five Strategies to Thrive in a Digital Age

by David L. Rogers

"An incredibly useful and valuable guidebook to the new consumer economy. Buy it. Learn from it. Succeed with it."—Jeff Jarvis, author of What Would Google Do

"This is the stuff that every business and nonprofit...


Business Relationship Manager: Careers in IT service management

by Ernest Brewster

Business relationship management (BRM) is crucial for building and maintaining strong relationships between a service provider and customer. This highly accessible introduction to the role of a BRM manager gives...


Please Every Customer: Delivering Stellar Customer Service Across Cultures

by Robert W. Lucas

Deliver Valuable Service to a New World of Customers

As the economy globalizes, customers are becoming more and more diverse making your job harder than ever. Regardless of differences in values, age, abilities,...


Customer Service Training 101: Quick and Easy Techniques That Get Great Results

by RenTe EVENSON

From the first impression to the last "thank you," great service is the hallmark of great companies-like yours.


The Out-of-Home Immersive Entertainment Frontier: Expanding Interactive Boundaries in Leisure Facilities

by Kevin Williams & Michael Mascioni

Digital Out of Home Entertainment is transforming the customer experience in shops, cinemas, museums; almost any environment where consumers are congregating. This book provides a 'state of play' exploration...