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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.


Your Customer Rules!: Delivering the Me2B Experiences That Todays Customers Demand

by Bill Price & David Jaffe

What you need to know about your customers

Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips—and can influence the purchase...


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,...


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...


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

What happens from the moment the thought of a purchase occurs, to ownership, is a journey that is impacted by media, advice, packaging and now even experiencing the product or service. Many of the impact messages...


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

by Bill Tancer

The Yelps and TripAdvisors of this world are here to stay. How can a business owner fight back?

Eighty percent of consumers now consult online reviews before making a purchase. These days a disgruntled but ignorant...


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...


Unselling: The New Customer Experience

by Scott Stratten & Alison Kramer

UnSelling is about everything but the sell. We put all of our focus on the individual purchase transaction, while putting the rest of our business actions second. We've become blind to customer service, support,...


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...


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...