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Superior Customer Value: Strategies for Winning and Retaining Customers, Third Edition

Published:

February 24, 2012

Author(s):

Art Weinstein

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A customer-centric culture provides focus and direction for the organization, ensuring that exceptional value will be offered to customers — this, in turn, results in enhanced market performance. Unfortunately, caught up in the daily economic and competitive pressures of running complex and …

Hardback

$69.95

Revenue Assurance: Expert Opinions for Communications Providers

Published:

March 15, 2011

Author(s):

Eric Priezkalns

This cutting-edge reference represents a new phase in the talkRA project—an initiative dedicated to improving the discipline of revenue assurance (RA) for communication providers. From blog to podcasts and now a book, the project offers a platform for a select group of RA experts to share ideas and …

Hardback

$83.95

Listening to the Voice of the Market: How to Increase Market Share and Satisfy Current Customers

Published:

December 16, 2009

Author(s):

R. Eric Reidenbach

Typically, when companies want to improve their products, they go to their customers. But why not reach further and explore the entire market? In this eye-opening book, Eric Reidenbach goes beyond the "voice of the customer" that so many consultants talk about to introduce you to a groundbreaking …

Hardback

$62.95

The Art of Mastering Sales Management

Published:

November 24, 2009

Author(s):

Thomas A. Cook

If you believe that the answer no is but a request for more information and understand that the best closing questions are rhetorical, you understand the basic art of sales. If you can teach that art to others, you have the makings of a good sales manager. But not all good sales managers are equal; …

Hardback

$67.95

The Intimate Supply Chain: Leveraging the Supply Chain to Manage the Customer Experience

Published:

June 09, 2008

Author(s):

David Frederick Ross

The growing power being exercised by today’s consumer is causing significant paradigm shifts away from traditional marketing. This is leading to a whole new take on the structure and functioning of supply chain management (SCM). It’s no longer so much about improving the manufacturing process as it …

Hardback

$93.95

New Methods of Competing in the Global Marketplace: Critical Success Factors from Service and Manufacturing

Published:

April 15, 2008

Author(s):

Richard E. Crandall; William R. Crandall

For well over a century, manufacturing has dictated the developmental growth of management in business, mainly in achieving lower costs and higher quality. The strength of the economy, however, continues to move quickly toward the service sector, bringing with it a number of innovative management …

Hardback

$83.95

The Call Center Handbook

Published:

March 30, 2007

Author(s):

Keith Dawson

Paperback

$59.95

Designing the Best Call Center for Your Business, 2nd Edition

Published:

January 02, 2005

Author(s):

Brendan Read

Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f …

Paperback

$46.95

The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center

Published:

November 20, 2003

Author(s):

Keith Dawson

Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im …

Paperback

$46.95

Managing High-Tech Services Using a CRM Strategy

Published:

December 23, 2002

Author(s):

Donald F. Blumberg

As high-tech service industries grow more competitive, the need to develop customer focused business strategies becomes imperative. Managing High-Tech Services Using a CRM Strategy explores how to manage and direct any service organization utilizing a high tech strategy supported by the Customer …

Hardback

$104.95

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