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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.

When managers, marketers, and small business owners...


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...


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...


Why CRM Doesn't Work: How to Win by Letting Customers Manange the Relationship

by Frederick Newell & Seth Godin

CRM was supposed to help businesses better understand their customers and increase efficiency. Yet most companies are not getting the return they expected. Is it possible to make customers happy and, at the...


The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More!

Customer Service for Dummies

by Karen Leland & Keith Bailey

Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for...


The Cornell School of Hotel Administration on Hospitality: Cutting Edge Thinking and Practice

by Jack B. Corgel, Michael C. Sturman & Rohit Verma

This cutting edge and comprehensive book—with contributions from the star faculty of Cornell University's School of Hotel Administration—offers the latest thinking on the best practices and strategies for...


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...


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...


How to Be a Fierce Competitor: What Winning Companies and Great Managers Do in Tough Times

by Jeffrey J. Fox

From best-selling author Jeffrey J. Fox, how the savvy see opportunity -- and capitalize on it

Economic downturns separate the winning companies from the struggling. And as best-selling author Jeffrey J. Fox...


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

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...


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...


Fish! for Life: A Remarkable Way to Achieve Your Dreams

by Stephen C. Lundin, John Christensen & Harry Paul

There's a new FISH! in the pond! Here's a brilliant parable for everyone who wants to lead a fuller, happier life illions of business people have already used the bestselling FISH! books to improve the way they...