{"title":"Customer services Books","description":"","products":[{"product_id":"how-to-become-a-rainmaker-9780091954949","title":"How To Become A Rainmaker","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eRainmakers are the people who bring money into their organisations and this book is packed with hints and tips to pursue prospective customers and keep them.","brand":"Ebury Publishing","offers":[{"title":"Default Title","offer_id":48732200632663,"sku":"9780091954949","price":12.59,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780091954949.jpg?v=1719995937"},{"product_id":"hug-your-customers-9780141015224","title":"Hug Your Customers","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003eLike the international bestseller Who Moved My Cheese?, Hug Your Customers is powerful through its simplicity. Jack Mitchell is CEO of Mitchells - a clothes store and one of the most successful small businesses in America. This family-run business has built extremely healthy profit margins in a tough retail market through a most refreshing approach to sales - hug your customers! In other words: if there is one key to a successful business then it is happy customers and companies who go the extra mile enjoy the extra profits.  \u003cbr\u003e\u003cbr\u003eFrom small independent businesses to established conglomerates, Hug Your Customers is an invaluable and fun tool for ensuring repeat business and outstanding results.\u003c\/p\u003e","brand":"Penguin Books Ltd","offers":[{"title":"Default Title","offer_id":48732389671255,"sku":"9780141015224","price":11.69,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780141015224.jpg?v=1719996670"},{"product_id":"customer-communities-9781394172115","title":"Customer Communities","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cb\u003eMake community building your ultimate business growth strategy\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003eIn \u003ci\u003eCustomer Communities: Engage and Retain Customers to Build the Future of Your Business\u003c\/i\u003e, Nick Mehta and Robin Van Lieshout deliver an actionable playbook on how to cultivate meaningful communities that fuel quantifiable business growth. In the book, you'll learn how to capitalize on this new growth strategy to scale your company and develop excitement around your products and your firm. \u003c\/p\u003e\u003cp\u003eThe authors outline the 10 foundational Laws of Community, explaining why community development does not need to be expensive and how to integrate community in the heart of your customer journey. You'll also find: \u003c\/p\u003e\u003cul\u003e \u003cli\u003eStrategies for creating a cross functional customer engagement team\u003c\/li\u003e \u003cli\u003eTechniques for building community in places that \u003ci\u003earen't\u003c\/i\u003e the web or on social media\u003c\/li\u003e \u003cli\u003eWays to bring your organization's culture and values into your community with a human-first alignment\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003eAn essent\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003c\/p\u003e\u003cp\u003eForeword ix\u003c\/p\u003e \u003cp\u003ePreface: Two CEOs Growing Up Lonely xi\u003c\/p\u003e \u003cp\u003eAcknowledgments xv\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart I Community Is the Future of Your Business 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 1 An Introduction to the World of Communities 3\u003cbr\u003e \u003ci\u003eCreating a Sense of Belonging\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 2 Communities as a Business Growth Strategy 9\u003cbr\u003e \u003ci\u003eThe Only Sustainable Long-Term Differentiator Companies Have\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 3 How the Next Generation of Communities Drives Success 29\u003cbr\u003e \u003ci\u003eThe New Company-Wide Strategy to Drive Net Revenue Retention\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 4 A Community for Customer Success, Support, Marketing, and Product Teams 41\u003cbr\u003e \u003ci\u003eHow Every Department Can Benefit from a Next-Generation Community\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart II The 10 Laws of Community Building 55\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 5 Law 1: You Can Start Anytime 57\u003cbr\u003e \u003ci\u003eIt Doesn’t Have to Be Expensive and Everyone in Your Organization Can Help\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 6 Law 2: You Have to Own the Platform 65\u003cbr\u003e \u003ci\u003eEngage Your Customers Beyond Borrowed Ground\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 7 Law 3: Community Should Be the Heart of the Customer Journey 75\u003cbr\u003e \u003ci\u003eActivate and Engage Your Customers at Scale\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 8 Law 4: Create Content That Educates and Inspires 95\u003cbr\u003e \u003ci\u003eBe the Best Thought Leader You Can Be\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 9 Law 5: Build on Your Advocates 109\u003cbr\u003e \u003ci\u003eYour Most Loyal Customers Are the Gateway to Success\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 10 Law 6: Everybody Owns the Customer 121\u003cbr\u003e \u003ci\u003eCommunity Is a Company-Wide Strategy, Not a Department\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 11 Law 7: Offline Counts More Than You Think 139\u003cbr\u003e \u003ci\u003eAn Online Community Is Strengthened with Offline Events\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 12 Law 8: Tie It All Together in One Customer Hub 153\u003cbr\u003e \u003ci\u003ePrevent a Disjointed Customer Experience by Integrating Engagement and Content\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 13 Law 9: Community Should Drive Real Business Outcomes 171\u003cbr\u003e \u003ci\u003eDon’t Get Fooled by Vanity Metrics—Demand Real Business Metrics\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 14 Law 10: Bring Your Culture and Values to Your Community 183\u003cbr\u003e \u003ci\u003eBuild with a Human-First Mindset\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart III How to Get Started 195\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 15 Building Blocks to Successfully Starting a Community 197\u003cbr\u003e \u003ci\u003ePutting Together a Strong Strategy in Five Steps\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eChapter 16 Common Objections and How to Overcome Them 209\u003cbr\u003e \u003ci\u003eAnswers to Nine Common Objections \u003c\/i\u003e\u003c\/p\u003e \u003cp\u003eEpilogue 217\u003c\/p\u003e \u003cp\u003eReferences 219\u003c\/p\u003e \u003cp\u003eIndex 225 \u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":48738661106007,"sku":"9781394172115","price":21.24,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781394172115.jpg?v=1720049809"},{"product_id":"the-relationship-economy-building-stronger-customer-connections-in-the-digital-age-9781626346437","title":"The Relationship Economy: Building Stronger","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eCreating Authentic Customer Connections in a High-Tech World. In The Relationship Economy, author John DiJulius teaches business leaders about the importance of relationship building in the digital age. He argues that in spite of (and because of) the advances in tech, we've become a less connected society. We have dramatically evolved away from face-to-face communication, and the skill of building rapport is evaporating. This means that customer personalization and relationships are more important now than ever-they will be the key to success for businesses moving forward. As he aptly states, \"Being able to build true sustainable relationships is the biggest competitive advantage in a world where automation, artificial intelligence, and machine learning are eliminating millions of jobs and disrupting entire industries, business, and careers.\"   This book reminds readers of the importance of personal connections and shows them how to attain meaningful, lasting relationships with their customers.","brand":"Greenleaf Book Group LLC","offers":[{"title":"Default Title","offer_id":48740682400087,"sku":"9781626346437","price":19.35,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781626346437.jpg?v=1720055340"},{"product_id":"advances-in-hospitality-and-leisure-9781837530915","title":"Advances in Hospitality and Leisure","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cem\u003eAdvances in Hospitality and Leisure\u003c\/em\u003e (AHL), a peer-reviewed research journal, has been published annually since 2004. AHL is indexed in Scopus and included in the Australian Business Deans Council (ABDC) journal quality list. Its editors, editorial board members, ad-hoc reviewers entail scholars from North America, Europe and Asia-Pacific. AHL with international in focus attempts to divulge the innovative methods of inquiry so as to inspire new research topics that are vital and have been in large neglected in the context of hospitality, tourism, and leisure. It strives to address the needs of the populace willing to disseminate seminal ideas, concepts, and theories derived from scholarly inquiries. AHL covers full papers and research notes in the matter of conceptual models and empirical investigations using inductive and deductive methods. The authors of this publication come from and Africa, America, Asia\/Pacific, Europe, and Middle East. Potential readers may retrieve useful articles to outline new research agendas, suggest viable topics for a dissertation work, and augment the knowledge of the new subjects of learning.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cstrong\u003eFull Paper\u003c\/strong\u003e \u003cbr\u003e Chapter 1. Luxury Hospitality and Sustainability: An Oxymoron or Viable Pursuit?; \u003cem\u003eClare Hindley, Johanna Van Stiphout, and Willy Legrand \u003cbr\u003e \u003c\/em\u003eChapter 2. Mapping Well-Being for Elders: The Antecedents and Consequences of Perceived Freedom in Leisure; \u003cem\u003eYou-De Dai, Giun-Ting Yeh, Tsungpo Tsai, Yi-Chun Chen, and Yuan-Chiu Chen \u003c\/em\u003e\u003cbr\u003e Chapter 3. Virtual Reality Tour Segmentation via User Experiences; \u003cem\u003eRuiping Ren\u003c\/em\u003e \u003cbr\u003e Chapter 4. Key Lessons in Developing Successful Drive Tourism in a Peripheral Destination; \u003cem\u003eMichelle Thompson and Bruce Prideaux \u003c\/em\u003e\u003cbr\u003e Chapter 5. A Study on the Influence of Cultural Heritage Tourism Perception on the National Tourism Image And Cultural Identify of Overseas Chinese Youth; \u003cem\u003eHan Zhang, Jingqi Wang, and Han Shen \u003cbr\u003e \u003c\/em\u003eChapter 6. Ipa-Kano Approach to Evaluating Service Quality: A Case of Taijiang National Park, Taiwan; \u003cem\u003eWan-Yu Liu, Jie Wang, and Joseph S. Chen\u003c\/em\u003e\u003cbr\u003e Chapter 7. Effects of Food Experience, Emotion, and Place Attachment On Heritage Tourists’ Revisit Intention; \u003cem\u003eAn-Na Li, You-De Dai, Tsungpo Tsai, Giun-Ting Yeh, and Yuan-Chiu Chen \u003c\/em\u003e\u003cstrong\u003e\u003cbr\u003e Research Note\u003c\/strong\u003e \u003cbr\u003e Chapter 8. From Struggle to Survive: A Market Overview for the Cruise Industry; \u003cem\u003eTianyo Pan and Rachel J.C. Fu\u003c\/em\u003e\u003c\/p\u003e","brand":"Emerald Publishing Limited","offers":[{"title":"Default Title","offer_id":48741928173911,"sku":"9781837530915","price":68.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781837530915.jpg?v=1720059339"},{"product_id":"b2b-customer-engagement-strategy-an-introduction-to-managing-customer-experience-9783031234088","title":"B2B Customer Engagement Strategy: An Introduction","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003eBusiness to business (B2B) transactions account for 60-70% of all transactions globally. Considering this, many supplier firms aspire to create high levels of customer engagement, and this involves identifying various ways to improve customer experience. In fact, companies such as Google, Amazon, Microsoft, and others now employ professionals in customer engagement roles and dedicate entire corporate divisions to ensure seamless customer engagement. \u003c\/p\u003e\u003cp\u003eCreating high customer engagement is challenging without a cohesive, strategic approach – particularly in B2B markets. This textbook introduces students to customer engagement strategy in B2B markets, the foundation of which is customer engagement capability. Companies must develop and implement four sub-capabilities – customer journey management, customer relationship management, customer communications and data analytics and insight to succeed. \u003c\/p\u003e\u003cp\u003eWith a myriad of case studies, discussion questions and prompts for further reading, the textbook translates theory into practice and serves as a useful foundation for executive courses as well as fundamental reading for masters-level specialist courses in customer engagement, marketing, sales, and strategy. In addition, practitioners in supplier firms will also be able to use to  build their customer engagement capability. \u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cb\u003ePreface\u003c\/b\u003e\u003cb\u003e. \u003c\/b\u003e\u003cb\u003ei\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eAcknowledgments\u003c\/b\u003e\u003cb\u003e. \u003c\/b\u003e\u003cb\u003eiii\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eAuthor Profile\u003c\/b\u003e\u003cb\u003e. \u003c\/b\u003e\u003cb\u003eiv\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cb\u003e. \u003c\/b\u003e\u003cb\u003ev\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eFigures\u003c\/b\u003e\u003cb\u003e. \u003c\/b\u003e\u003cb\u003eix\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eTables\u003c\/b\u003e\u003cb\u003e. \u003c\/b\u003e\u003cb\u003eix\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eChapter 1 What is Customer Engagement?\u003c\/b\u003e\u003cb\u003e. \u003c\/b\u003e\u003cb\u003e11\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e1.      Introduction. 11\u003c\/p\u003e\u003cp\u003e2.      Defining CE. 11\u003c\/p\u003e\u003cp\u003e2.1.     A Definition. 12\u003c\/p\u003e\u003cp\u003e3.      Key Attributes of CE. 13\u003c\/p\u003e\u003cp\u003e3.1.     CE centres on a brand. 13\u003c\/p\u003e\u003cp\u003e3.2.     CE is a psychological state. 14\u003c\/p\u003e\u003cp\u003e3.3.     CE is an emotional state. 16\u003c\/p\u003e\u003cp\u003e3.4.     CE is observable in customer behaviour. 17\u003c\/p\u003e\u003cp\u003e3.5.     A summary of CE key attributes. 19\u003c\/p\u003e\u003cp\u003e4.      Why CE matters. 20\u003c\/p\u003e\u003cp\u003e4.1.     The customer’s perspective. 21\u003c\/p\u003e\u003cp\u003e4.2.     The supplier’s perspective. 22\u003c\/p\u003e\u003cp\u003e4.3.     The impact on society. 25\u003c\/p\u003e\u003cp\u003e5.      Getting CE ‘right’ for suppliers. 26\u003c\/p\u003e\u003cp\u003e6.      Towards CE strategy. 27\u003c\/p\u003e\u003cp\u003e6.1.     CE strategy involves a long-term orientation. 28\u003c\/p\u003e\u003cp\u003e6.2.     CE strategy involves the development of capabilities. 29\u003c\/p\u003e\u003cp\u003e6.3.     CE strategy focuses on the most desirable customers. 32\u003c\/p\u003e\u003cp\u003e6.4.     CE strategy manipulates CE forms. 33\u003c\/p\u003e\u003cp\u003e7.      Chapter summary. 34\u003c\/p\u003e\u003cp\u003eDiscussion Questions. 35\u003c\/p\u003e\u003cp\u003eReferences. 35\u003c\/p\u003eFurther Reading. 36\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eChapter 2 CE Context\u003c\/b\u003e\u003cb\u003e. \u003c\/b\u003e\u003cb\u003e37\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e1.      Introduction. 37\u003c\/p\u003e\u003cp\u003e2.      What is CE context?. 37\u003c\/p\u003e\u003cp\u003e2.1.     The properties of CE contexts. 39\u003c\/p\u003e\u003cp\u003e2.1.1.      Timing. 39\u003c\/p\u003e\u003cp\u003e2.1.2.      Place. 40\u003c\/p\u003e\u003cp\u003e2.1.3.      The nature of the product\/ service. 41\u003c\/p\u003e\u003cp\u003e2.1.4.      Familiar versus unfamiliar. 43\u003c\/p\u003e\u003cp\u003e2.1.5.      Independent versus social 44\u003c\/p\u003e\u003cp\u003e2.1.6.      A summary of CE contexts. 45\u003c\/p\u003e\u003cp\u003e3.      The purchase situation. 47\u003c\/p\u003e\u003cp\u003e4.      Focusing on business-to-business (B2B) CE contexts. 50\u003c\/p\u003e\u003cp\u003e4.1.     Differences between B2B and B2C CE contexts. 50\u003c\/p\u003e\u003cp\u003e4.2.     Similarities between B2B and B2C CE contexts. 52\u003c\/p\u003e\u003cp\u003e5.      B2B CE contexts and organisational buying. 53\u003c\/p\u003e\u003cp\u003e6.      Chapter Summary. 54\u003c\/p\u003e\u003cp\u003eDiscussion Questions. 55\u003c\/p\u003e\u003cp\u003eReferences. 55\u003c\/p\u003e\u003cb\u003eChapter 3 Customer Experience (CX) and Customer Journey\u003c\/b\u003e\u003cb\u003e. \u003c\/b\u003e\u003cb\u003e57\u003c\/b\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e1.      Introduction. 57\u003c\/p\u003e\u003cp\u003e2.      CX. 58\u003c\/p\u003e\u003cp\u003e2.1.     The emergence of CX. 58\u003c\/p\u003e\u003cp\u003e2.2.     Components of CX. 59\u003c\/p\u003e\u003cp\u003e2.2.1.      Customer perceptions and expectations. 60\u003c\/p\u003e\u003cp\u003e2.2.2.      Customer behaviour. 62\u003c\/p\u003e\u003cp\u003e2.2.3.      Relating customer expectations, perceptions, and behaviours. 63\u003c\/p\u003e\u003cp\u003e3.      Customer Journey. 66\u003c\/p\u003e\u003cp\u003e3.1.     Customer journey as a linear process. 66\u003c\/p\u003e\u003cp\u003e3.2.     Customer journey as a reflexive process. 69\u003c\/p\u003e\u003cp\u003e3.3.     Customer journey as both linear and reflexive. 72\u003c\/p\u003e\u003cp\u003e4.      B2B CX and customer journey. 74\u003c\/p\u003e\u003cp\u003e5.      Chapter Summary. 78\u003c\/p\u003e\u003cp\u003eDiscussion Questions. 79\u003c\/p\u003e\u003cp\u003eReferences. 79\u003c\/p\u003e\u003cb\u003eChapter 4 The Case for CE Capability\u003c\/b\u003e\u003cb\u003e. \u003c\/b\u003e\u003cb\u003e81\u003c\/b\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e1.      Introduction. 81\u003c\/p\u003e\u003cp\u003e2.      Why we need CE capability. 82\u003c\/p\u003e\u003cp\u003e3.      Defining CE capabilities. 84\u003c\/p\u003e\u003cp\u003e3.1.     CE ordinary capabilities. 88\u003c\/p\u003e\u003cp\u003e3.2.     CE dynamic capabilities. 90\u003c\/p\u003e\u003cp\u003e4.      Four main CE sub-capabilities. 92\u003c\/p\u003e\u003cp\u003e4.1.     Customer journey management 93\u003c\/p\u003e\u003cp\u003e4.2.     Customer relationship management (CRM) 94\u003c\/p\u003e\u003cp\u003e4.3.     Customer communications. 97\u003c\/p\u003e\u003cp\u003e4.4.     Customer analytics and insight 99\u003c\/p\u003e\u003cp\u003e5.      A holistic CE capabilities and sub-capabilities framework. 101\u003c\/p\u003e\u003cp\u003e6.      Chapter Summary. 103\u003c\/p\u003e\u003cp\u003eDiscussion Questions. 104\u003c\/p\u003e\u003cp\u003eReferences. 104\u003c\/p\u003e\u003cb\u003eChapter 5 Customer Journey Management\u003c\/b\u003e\u003cb\u003e. \u003c\/b\u003e\u003cb\u003e106\u003c\/b\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e1.      Introduction. 106\u003c\/p\u003e\u003cp\u003e2.      Customer journey and brand touchpoints. 107\u003c\/p\u003e\u003cp\u003e2.1.     Direct impact, high involvement 107\u003c\/p\u003e\u003cp\u003e2.2.     Direct impact, low involvement 108\u003c\/p\u003e\u003cp\u003e2.3.     Indirect impact, high involvement 108\u003c\/p\u003e\u003cp\u003e2.4.     Indirect impact, low involvement 109\u003c\/p\u003e\u003cp\u003eAn assessment framework for brand touchpoint impacts and involvement 109\u003c\/p\u003e\u003cp\u003e3.      The inter-relatedness between brand touchpoints. 113\u003c\/p\u003e\u003cp\u003e3.1.     Causality. 113\u003c\/p\u003e\u003cp\u003e3.2.     Probability. 114\u003c\/p\u003e\u003cp\u003e4.      Customer journey management – navigating the key questions. 115\u003c\/p\u003e\u003cp\u003e4.1.     How many customer brand touchpoints is ideal?. 115\u003c\/p\u003e\u003cp\u003e4.2.     What is the composition of each customer brand touchpoint?. 117\u003c\/p\u003e\u003cp\u003e4.3.     How can we influence the customer to interact with brand touchpoints in ways that are most beneficial?. 121\u003c\/p\u003e\u003cp\u003e5.      Embedding customer journey management 126\u003c\/p\u003e\u003cp\u003e6.      Customer journey management as a capability. 130\u003c\/p\u003e\u003cp\u003e7.      Chapter Summary. 131\u003c\/p\u003e\u003cp\u003eDiscussion Questions. 132\u003c\/p\u003e\u003cp\u003eReferences. 133\u003c\/p\u003e\u003cb\u003eChapter 6 Customer Relationship Management (CRM)\u003c\/b\u003e\u003cb\u003e \u003c\/b\u003e\u003cb\u003e134\u003c\/b\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e1.      Introduction. 134\u003c\/p\u003e\u003cp\u003e2.      Customer relationships, CRM, and CE. 134\u003c\/p\u003e\u003cp\u003e3.      CRM as multiple customer journeys. 136\u003c\/p\u003e\u003cp\u003ePlotting interactions between customer relationships and customer journeys. 138\u003c\/p\u003e\u003cp\u003e4.      CRM as a CE sub-capability. 140\u003c\/p\u003e\u003cp\u003e4.1.     The relational functions of CRM.. 140\u003c\/p\u003e\u003cp\u003e4.1.1.      Choosing the right customers. 140\u003c\/p\u003e\u003cp\u003e4.1.2.      Starting, building, keeping, and ending customer relationships. 142\u003c\/p\u003e\u003cp\u003e4.2.     The technical functions of CRM.. 144\u003c\/p\u003e\u003cp\u003e4.2.1.      Marketing automation. 144\u003c\/p\u003e\u003cp\u003e4.2.2.      Sales automation. 146\u003c\/p\u003e\u003cp\u003e4.2.3.      Service automation. 147\u003c\/p\u003e\u003cp\u003e5.      The components of a CRM sub-capability. 149\u003c\/p\u003e\u003cp\u003e5.1.     Customer acquisition. 150\u003c\/p\u003e\u003cp\u003e5.2.     Customer onboarding. 150\u003c\/p\u003e\u003cp\u003e5.3.     Customer relationship maintenance. 151\u003c\/p\u003e\u003cp\u003e5.3.1.      Managing customer enquiries. 152\u003c\/p\u003e\u003cp\u003e5.3.2.      Enhancing customer relationship value. 153\u003c\/p\u003e\u003cp\u003e5.3.3.      Enhancing the customer bond. 154\u003c\/p\u003e\u003cp\u003e5.4.     Customer offboarding. 155\u003c\/p\u003e\u003cp\u003e6.      Chapter Summary. 156\u003c\/p\u003e\u003cp\u003eDiscussion Questions. 156\u003c\/p\u003e\u003cp\u003eReferences. 157\u003c\/p\u003e\u003cb\u003eChapter 7 Customer Communications\u003c\/b\u003e\u003cb\u003e. \u003c\/b\u003e\u003cb\u003e158\u003c\/b\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e1.      Introduction. 158\u003c\/p\u003e\u003cp\u003e2.      Defining customer communications. 159\u003c\/p\u003e\u003cp\u003e2.1.     Message. 159\u003c\/p\u003e\u003cp\u003e2.2.     Customer communications channels. 162\u003c\/p\u003e\u003cp\u003e2.2.1.      Asynchronous communications channels. 163\u003c\/p\u003e\u003cp\u003e2.2.2.      Synchronous communications channels. 164\u003c\/p\u003e\u003cp\u003e2.2.3.      Hybrid communications channels. 165\u003c\/p\u003e\u003cp\u003e2.2.4.      Weighing up explicit customer communications channel options  168\u003c\/p\u003e\u003cp\u003e2.3.     Customer communications frequency. 171\u003c\/p\u003e\u003cp\u003e2.4.     Customer communications flows. 172\u003c\/p\u003e\u003cp\u003e3.      Towards a customer communications capability. 173\u003c\/p\u003e\u003cp\u003e3.1.     Ordinary customer communications capabilities. 174\u003c\/p\u003e\u003cp\u003e3.2.     Dynamic customer communications capabilities. 175\u003c\/p\u003e\u003cp\u003e4.      Proactive and reactive customer communications. 176\u003c\/p\u003e\u003cp\u003e5.      Monitoring and evaluating customer communications. 178\u003c\/p\u003e\u003cp\u003e6.      Chapter Summary. 180\u003c\/p\u003e\u003cp\u003eDiscussion Questions. 181\u003c\/p\u003e\u003cp\u003eReferences. 182\u003c\/p\u003e\u003cb\u003eChapter 8 Analytics and Insight\u003c\/b\u003e\u003cb\u003e. \u003c\/b\u003e\u003cb\u003e183\u003c\/b\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e1.      Introduction. 183\u003c\/p\u003e\u003cp\u003e2.      Defining customer analytics, customer insight and business intelligence. 184\u003c\/p\u003e\u003cp\u003e2.1.     Customer analytics – what it is, what it is not 185\u003c\/p\u003e\u003cp\u003e2.2.     Customer insight – what it is, what it is not 185\u003c\/p\u003e\u003cp\u003e2.3.     Business intelligence – what it is, what it is not 186\u003c\/p\u003e\u003cp\u003e3.      The components of a customer analytics and insight CE sub-capability  188\u003c\/p\u003e\u003cp\u003e3.1.     Problem definition. 188\u003c\/p\u003e\u003cp\u003e3.2.     Planning. 190\u003c\/p\u003e\u003cp\u003e3.3.     Operations. 191\u003c\/p\u003e\u003cp\u003e3.3.1.      Data collection. 192\u003c\/p\u003e\u003cp\u003e3.3.2.      Analysis. 197\u003c\/p\u003e\u003cp\u003e3.3.3.      Reporting Insights. 201\u003c\/p\u003e\u003cp\u003e3.3.3.1.       Insights and the time-poor manager. 201\u003c\/p\u003e\u003cp\u003e3.3.3.2.       Insights and the ignorant manager. 202\u003c\/p\u003e\u003cp\u003e3.3.3.3.       Insights and corporate crises. 202\u003c\/p\u003e\u003cp\u003e3.3.3.4.       Insights and the proactive manager. 203\u003c\/p\u003e\u003cp\u003e4.      Implementing customer analytics and insight – some considerations  204\u003c\/p\u003e\u003cp\u003e5.      Chapter Summary. 205\u003c\/p\u003e\u003cp\u003eDiscussion Questions. 206\u003c\/p\u003e\u003cp\u003e\u003cb\u003eChapter 9 CE Capability Maturity\u003c\/b\u003e\u003cb\u003e. \u003c\/b\u003e\u003cb\u003e207\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e1.      Introduction. 207\u003c\/p\u003e\u003cp\u003e2.      CE capability and its maturity. 208\u003c\/p\u003e\u003cp\u003e2.1.     CE sub-capability internal consistency decision areas. 209\u003c\/p\u003e\u003cp\u003e2.2.     CE sub-capability horizontal consistency decision areas. 210\u003c\/p\u003e\u003cp\u003e3.      Gauging CE capability maturity. 217\u003c\/p\u003e\u003cp\u003e3.1.     Scenario 1 – Low internal consistency, low horizontal consistency. 217\u003c\/p\u003e\u003cp\u003e3.2.     Scenario 2 – Low internal consistency, high horizontal consistency  218\u003c\/p\u003e\u003cp\u003e3.3.     Scenario 3 – High internal consistency, low horizontal consistency  218\u003c\/p\u003e\u003cp\u003e3.4.     Scenario 4 – High internal consistency, high horizontal consistency  219\u003c\/p\u003e\u003cp\u003e3.5.     The importance of context 221\u003c\/p\u003e\u003cp\u003e4.      Developing the CE capability. 221\u003c\/p\u003e\u003cp\u003e4.1.     Step 1: Build internal consistency first 222\u003c\/p\u003e\u003cp\u003e4.2.     Step 2: Build horizonal consistency. 224\u003c\/p\u003e\u003cp\u003e4.3.     Dealing with constraints. 225\u003c\/p\u003e\u003cp\u003e5.      CE capability performance assessment 227\u003c\/p\u003e\u003cp\u003e5.1.1.      CE performance tensions. 227\u003c\/p\u003e\u003cp\u003e5.1.2.      CE performance metrics. 229\u003c\/p\u003e\u003cp\u003e5.1.2.1.       Aggregate level CE performance metrics. 229\u003c\/p\u003e\u003cp\u003e5.1.2.2.       Specific level CE performance metrics. 230\u003c\/p\u003e\u003cp\u003e5.1.2.3.       A word on optimising CE performance assessment 230\u003c\/p\u003e\u003cp\u003e6.      Chapter Summary. 231\u003c\/p\u003e\u003cp\u003eDiscussion Questions. 232\u003c\/p\u003e\u003cp\u003e\u003cb\u003eChapter 10 Current Issues in CE\u003c\/b\u003e\u003cb\u003e. \u003c\/b\u003e\u003cb\u003e233\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e1.      Introduction. 233\u003c\/p\u003e\u003cp\u003e2.      Customer engagement and VUCA. 233\u003c\/p\u003e\u003cp\u003e3.      Emerging issues affecting CE. 234\u003c\/p\u003e\u003cp\u003e4.      CE developments. 236\u003c\/p\u003e\u003cp\u003e5.      The next steps. 237\u003c\/p\u003e\u003cp\u003e6.      Chapter Summary. 239\u003c\/p\u003e\u003cp\u003eReferences. 239\u003c\/p\u003e\u003cp\u003e \u003c\/p\u003e\u003cp\u003eIndex\u003cb\u003e. \u003c\/b\u003e\u003cb\u003e240\u003c\/b\u003e\u003c\/p\u003e            \u003cb\u003e\u003c\/b\u003e","brand":"Springer International Publishing AG","offers":[{"title":"Default Title","offer_id":48743076626775,"sku":"9783031234088","price":52.24,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9783031234088.jpg?v=1720064007"},{"product_id":"effective-complaint-management-the-business-case-for-customer-satisfaction-9783319987040","title":"Effective Complaint Management: The Business Case","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003eThis practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly, neglecting professional complaint management poses a considerable threat to customer relationships, sales and profits. \u003c\/p\u003e  \u003cp\u003eThe book offers a comprehensive management concept, which emphasizes direct contact with the complainant by employing complaint stimulation, acceptance, processing and reaction. Further, it discusses the relevant ‘backstage’ tasks involved in using complaint information to achieve quality improvements and cost reductions through complaint analysis, controlling and reporting.\u003c\/p\u003e\u003cp\u003e\u003cbr\u003e\u003c\/p\u003e  \u003cp\u003e \u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003eComplaint Management in a Customer-Oriented Firm.- Complaints.- The Behavior of Dissatisfied Customers.- Principles of Complaint Management.- Strategic Planning of Complaint Management.- Complaint Stimulation.- Complaint Acceptance.- Complaint Processing.- Complaint Reaction.- Complaint Evaluation.- Complaint-Management Controlling.- Complaint Reporting.- Utilization of Complaint Information.- Human Resource Aspects of Complaint Management.- Organizational Aspects of Complaint Management.- Technological Aspects of Complaint Management.- Social Media Complaints.- Implementing Active Complaint Management.- Quick Test Complaint Management.","brand":"Springer International Publishing AG","offers":[{"title":"Default Title","offer_id":48743112343895,"sku":"9783319987040","price":71.99,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9783319987040.jpg?v=1720064165"},{"product_id":"raving-fans-a-revolutionary-approach-to-customer-service-9780006530695","title":"Raving Fans  A Revolutionary Approach to Customer","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eWith a new foreword by Ken BlanchardA straightforward and snappy guide to successful customer service from the author of the bestselling The One Minute Manager.Raving Fans, in a nutshell, is the advice given to a new Area Manager on his first day  in an extraordinary business book that will help everyone, in every kind of organisation or business, deliver stunning customer service and achieve miraculous bottom-line results.Raving Fans is written in the parable style of The One Minute Manager and uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature  not just a passing fad.Business is in the midst of a service crisis that has left millions of disillusioned customers in its wake. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace  and turn their customers into raving, spending fans.","brand":"HarperCollins Publishers","offers":[{"title":"Default Title","offer_id":48863793185111,"sku":"9780006530695","price":9.49,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780006530695.jpg?v=1722269048"},{"product_id":"the-unsold-mindset-9780063204904","title":"The Unsold Mindset","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTrade Review\u003c\/b\u003e\u003cbr\u003e“If you’re in sales—and everyone is in sales!—this book is an extremely useful guide. It will hone your powers of persuasion and connection. And it will help you become a better salesperson by becoming a better version of yourself.”  — DANIEL PINK, #1 New York Times bestselling author of The Power of Regret and To Sell Is Human  “Presents a fascinating paradox: The harder you sell, the less convincing you often become. Colin and Garrett bring riveting stories and rich experiences to shatter the stigma of selling and help you inject authenticity into your efforts to persuade.” — ADAM GRANT, #1 New York Times bestselling author of Think Again and host of the TED podcast WorkLife  “Turns traditional thinking about selling on its ear. Crucially, that ear needs to be open to the important insights the book delivers that demand to be heard and employed.” — ROBERT CIALDINI, New York Times bestselling author of Influence and Pre-Suasion  “Authentic, unorthodox, and transformational. Read The Unsold Mindset and find out why the best salespeople embody these traits while everyone else is just ‘selling.’” — BILL BURNETT, executive director of Life Design Lab at Stanford University and #1 New York Times bestselling coauthor of Designing Your Life and Designing Your Work Life  “You can have all the data in the world, but it won’t do you any good if you don’t have a mindset that gives you permission to challenge what you’re expected to do with it. The Unsold Mindset shows readers how to turn their own authentic qualities into their greatest strengths.” — MARK ROBERGE, Harvard sales professor, former chief revenue officer of HubSpot, and author of The Sales Acceleration Formula  “Required reading for anyone who wants actionable ways to hack their mindset and become the best version of themselves in any selling situation.” — SEAN ELLIS, author of Hacking Growth","brand":"HarperCollins Publishers Inc","offers":[{"title":"Default Title","offer_id":48864131645783,"sku":"9780063204904","price":20.9,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780063204904.jpg?v=1722270531"},{"product_id":"behind-the-cloud-9780470521168","title":"Behind the Cloud","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eThe founder of Salesforce. com tells how he created a billion-pound business and, in the process, an entire industry   In less than a decade, salesforce. com has grown from a simple idea to the market leader of a new $52 billion industry that it created. Through candid, compelling first person stories, Benioff shows how salesforce.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003eForeword (Michael Dell, Chairman and CEO of Dell).  \u003cp\u003eIntroduction.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart 1 The Start-Up Playbook: How to Turn a Simple Idea into a High Growth Company.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003ePlay #1: Allow Yourself Time to Recharge.\u003c\/p\u003e \u003cp\u003ePlay #2: Have a Big Dream.\u003c\/p\u003e \u003cp\u003ePlay #3: Believe in Yourself.\u003c\/p\u003e \u003cp\u003ePlay #4: Trust a Select Few with Your Idea and Listen to Their Advice.\u003c\/p\u003e \u003cp\u003ePlay #5: Pursue Top Talent as If Your Success Depended on It.\u003c\/p\u003e \u003cp\u003ePlay #6: Sell Your Idea to Skeptics and Respond Calmly to Critics.\u003c\/p\u003e \u003cp\u003ePlay #7: Define Your Values and Culture Up Front.\u003c\/p\u003e \u003cp\u003ePlay #8: Work Only on What Is Important.\u003c\/p\u003e \u003cp\u003ePlay #9: Listen to Your Prospective Customers.\u003c\/p\u003e \u003cp\u003ePlay #10: Defy Convention.\u003c\/p\u003e \u003cp\u003ePlay #11: Have—and Listen to—a Trusted Mentor.\u003c\/p\u003e \u003cp\u003ePlay #12: Hire the Best Players You Know.\u003c\/p\u003e \u003cp\u003ePlay #13: Be Willing to Take a Risk—No Hedging.\u003c\/p\u003e \u003cp\u003ePlay #14: Think Bigger.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart 2 The Marketing Playbook: How to Cut Through the Noise and Pitch the Bigger Picture.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003ePlay #15: Position Yourself.\u003c\/p\u003e \u003cp\u003ePlay #16: Party with a Purpose.\u003c\/p\u003e \u003cp\u003ePlay #17: Create a Persona.\u003c\/p\u003e \u003cp\u003ePlay #18: Differentiate, Differentiate, Differentiate.\u003c\/p\u003e \u003cp\u003ePlay #19: Make Every Employee a Key Player on the Marketing Team, and Ensure Everyone Is On-Message.\u003c\/p\u003e \u003cp\u003ePlay #20: Always, Always Go After Goliath.\u003c\/p\u003e \u003cp\u003ePlay #21: Tactics Dictate Strategy.\u003c\/p\u003e \u003cp\u003ePlay #22: Engage the Market Leader.\u003c\/p\u003e \u003cp\u003ePlay #23: Reporters Are Writers; Tell Them a Story.\u003c\/p\u003e \u003cp\u003ePlay #24: Cultivate Relationships with Select Journalists.\u003c\/p\u003e \u003cp\u003ePlay #25 Make Your Own Metaphors.\u003c\/p\u003e \u003cp\u003ePlay #26: No Sacred Cows.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart 3 The Events Playbook: How to Use Events to Build Buzz and Drive Business.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003ePlay #27: Feed the Word-of-Mouth Phenomenon.\u003c\/p\u003e \u003cp\u003ePlay #28: Build Street Teams and Leverage Testimony.\u003c\/p\u003e \u003cp\u003ePlay #29: Sell to the End User.\u003c\/p\u003e \u003cp\u003ePlay #30: The Event Is the Message.\u003c\/p\u003e \u003cp\u003ePlay #31: Reduce Costs and Increase Impact.\u003c\/p\u003e \u003cp\u003ePlay #32: Always Stay in the Forefront.\u003c\/p\u003e \u003cp\u003ePlay #33: The Truth About Competition (It Is Good for Everyone).\u003c\/p\u003e \u003cp\u003ePlay #34: Be Prepared for Every Scenario . . . and Have Fun.\u003c\/p\u003e \u003cp\u003ePlay #35: Seize Unlikely Opportunities to Stay Relevant.\u003c\/p\u003e \u003cp\u003ePlay #36: Stay Scrappy . . . but Not Too Scrappy.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart 4 The Sales Playbook: How to Energize Your Customers into a Million-Member Sales Team.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003ePlay #37: Give It Away.\u003c\/p\u003e \u003cp\u003ePlay #38: Win First Customers by Treating Them Like Partners.\u003c\/p\u003e \u003cp\u003ePlay #39: Let Your Web Site Be a Sales Rep.\u003c\/p\u003e \u003cp\u003ePlay #40: Make Every Customer a Member of Your Sales Team.\u003c\/p\u003e \u003cp\u003ePlay #41: Telesales Works (Even Though Everyone Thinks It Doesn't).\u003c\/p\u003e \u003cp\u003ePlay #42: Don't Dis Your First Product with a Discount.\u003c\/p\u003e \u003cp\u003ePlay #43: Sales Is a Numbers Game.\u003c\/p\u003e \u003cp\u003ePlay #44: Segment the Markets.\u003c\/p\u003e \u003cp\u003ePlay #45: Leverage Times of Change.\u003c\/p\u003e \u003cp\u003ePlay #46: Your Seeds Are Sown, so Grow, Grow, Grow.\u003c\/p\u003e \u003cp\u003ePlay #47: Land and Expand.\u003c\/p\u003e \u003cp\u003ePlay #48: Abandon Strategies That No Longer Serve You.\u003c\/p\u003e \u003cp\u003ePlay #49: Old Customers Need Love.\u003c\/p\u003e \u003cp\u003ePlay #50: Add It On and Add It Up.\u003c\/p\u003e \u003cp\u003ePlay #51: Success Is the Number-One Selling Feature.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart 5 The Technology Playbook: How to Develop Products Users Love.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003ePlay #52: Have the Courage to Pursue Your Innovation—Before It Is Obvious to the Market.\u003c\/p\u003e \u003cp\u003ePlay #53: Invest in the Long Term with a Prototype That Sets a Strong Foundation.\u003c\/p\u003e \u003cp\u003ePlay #54: Follow the Lead of Companies That Are Loved by Their Customers.\u003c\/p\u003e \u003cp\u003ePlay #55: Don't Do It All Yourself; Reuse, Don't Rebuild.\u003c\/p\u003e \u003cp\u003ePlay #56: Embrace Transparency in Everything You Do or Be Transparent and Build Trust.\u003c\/p\u003e \u003cp\u003ePlay #57: Let Your Customers Drive Innovation.\u003c\/p\u003e \u003cp\u003ePlay #58: Make It Easy for Customers to Adopt.\u003c\/p\u003e \u003cp\u003ePlay #59: Transcend Technical Paradigms.\u003c\/p\u003e \u003cp\u003ePlay #60: Provide a Marketplace for Solutions.\u003c\/p\u003e \u003cp\u003ePlay #61: Harness Customers' Ideas.\u003c\/p\u003e \u003cp\u003ePlay #62: Develop Communities of Collaboration (aka Love Everybody).\u003c\/p\u003e \u003cp\u003ePlay #63: Evolve by Intelligent Reaction\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart 6 The Corporate Philanthropy Playbook: How to Make Your Company About More Than Just the Bottom Line.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003ePlay #64: The Business of Business Is More Than Business.\u003c\/p\u003e \u003cp\u003ePlay #65: Integrate Philanthropy from the Beginning.\u003c\/p\u003e \u003cp\u003ePlay #66: Make a Foundation Part of Your Business Model\u003c\/p\u003e \u003cp\u003ePlay #67: Choose a Cause That Makes Sense and Get Experts on Board.\u003c\/p\u003e \u003cp\u003ePlay #68: Share the Model.\u003c\/p\u003e \u003cp\u003ePlay #69: Build a Great Program by Listening to the Constituents.\u003c\/p\u003e \u003cp\u003ePlay #70: Create a Self-Sustaining Model.\u003c\/p\u003e \u003cp\u003ePlay #71: Share Your Most Valuable Resources—Your Product and Your People.\u003c\/p\u003e \u003cp\u003ePlay #72: Involve Your Partners, Your Vendors, Your Network.\u003c\/p\u003e \u003cp\u003ePlay #73: Let Employees Inspire the Foundation.\u003c\/p\u003e \u003cp\u003ePlay #74: Have Your Foundation Mimic Your Business.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart 7 The Global Playbook: How to Launch Your Product and Introduce Your Model to New Markets.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003ePlay #75: Build Global Capabilities into Your Product.\u003c\/p\u003e \u003cp\u003ePlay #76: Inject Local Leaders with Your Corporate DNA.\u003c\/p\u003e \u003cp\u003ePlay #77: Choose Your Headquarters and Territories Wisely.\u003c\/p\u003e \u003cp\u003ePlay #78: Box Above Your Weight.\u003c\/p\u003e \u003cp\u003ePlay #79: Scale Without Overspending.\u003c\/p\u003e \u003cp\u003ePlay #80: Understand Sequential Growth.\u003c\/p\u003e \u003cp\u003ePlay #81: Uphold a One-Company Attitude Across Borders.\u003c\/p\u003e \u003cp\u003ePlay #82: Follow Strategy, Not Opportunity.\u003c\/p\u003e \u003cp\u003ePlay #83: Going Far? Take a Partner. Going Fast? Go Alone.\u003c\/p\u003e \u003cp\u003ePlay #84: Fine-Tune Your International Strategy.\u003c\/p\u003e \u003cp\u003ePlay #85: Send Missionaries to Build New Markets\u003c\/p\u003e \u003cp\u003ePlay #86: Handle Global Disputes with Diplomacy (aka Light and Love).\u003c\/p\u003e \u003cp\u003ePlay #87: Edit an Overarching Outlook.\u003c\/p\u003e \u003cp\u003ePlay #88: Bring Old Tricks to New Regions.\u003c\/p\u003e \u003cp\u003ePlay #89: Don’t Use a “Seagull Approach”; the Secret to Global Success Is Commitment.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart 8 The Finance Playbook: How to Raise Capital, Create a Return, and Never Sell Your Soul.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003ePlay #90: Don't Underestimate Your Financial Needs.\u003c\/p\u003e \u003cp\u003ePlay #91: Consider Fundraising Strategies Other Than Venture Capital.\u003c\/p\u003e \u003cp\u003ePlay #92: Use Internet Models to Reduce Start-Up Costs.\u003c\/p\u003e \u003cp\u003ePlay #93: Set Yourself Up Properly from the Beginning, Then Allow Your Financial Model to Evolve.\u003c\/p\u003e \u003cp\u003ePlay #94: Measure a Fast-Growing Company on Revenue, Not Profitability.\u003c\/p\u003e \u003cp\u003ePlay #95: Build a First-Class Financial Team.\u003c\/p\u003e \u003cp\u003ePlay #96: Be Innovative and Edgy in Everything You Do—Except When It Comes to Your Finances.\u003c\/p\u003e \u003cp\u003ePlay #97: When It Comes to Compliance, Always Play by the Rules.\u003c\/p\u003e \u003cp\u003ePlay #98: Focus on the Future.\u003c\/p\u003e \u003cp\u003ePlay #99: Allow for Change as Your Company Grows.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart 9 The Leadership Playbook: How to Create Alignment—the Key to Organizational Success.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003ePlay #100: Use V2MOM to Focus Your Goals and Align Your Organization.\u003c\/p\u003e \u003cp\u003ePlay #101: Use a Top-Down and Bottom-Up Approach.\u003c\/p\u003e \u003cp\u003ePlay #102: Build a Recruiting Culture.\u003c\/p\u003e \u003cp\u003ePlay #103: Recruiting Is Sales.\u003c\/p\u003e \u003cp\u003ePlay #104: Keep Your Standards High as You Grow.\u003c\/p\u003e \u003cp\u003ePlay #105: How to Retain Top Talent.\u003c\/p\u003e \u003cp\u003ePlay #106: The Importance of Mahalo.\u003c\/p\u003e \u003cp\u003ePlay #107: Build Loyalty by Doing the Right Thing.\u003c\/p\u003e \u003cp\u003ePlay #108: Challenge Your Best People with New Opportunities.\u003c\/p\u003e \u003cp\u003ePlay #109: Solicit Employee Feedback—and Act on It.\u003c\/p\u003e \u003cp\u003ePlay #110: Leverage Everything\u003c\/p\u003e \u003cp\u003eThe Final Play.\u003c\/p\u003e \u003cp\u003ePlay #111: Make Everyone Successful.\u003c\/p\u003e \u003cp\u003eNotes.\u003c\/p\u003e \u003cp\u003eAbout the Author.\u003c\/p\u003e \u003cp\u003eIndex.\u003c\/p\u003e","brand":"John Wiley and Sons Ltd","offers":[{"title":"Default Title","offer_id":48864631095639,"sku":"9780470521168","price":18.7,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780470521168.jpg?v=1722272814"},{"product_id":"customer-care-excellence-9780749457051","title":"Customer Care Excellence","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eSarah Cook \u003c\/b\u003eis a management development consultant who specialises in customer care. She is currently Managing Director of the Stairway Consultancy. Sarah previously worked as a marketing manager for Unilever and as Head of Customer Care for a retail management consultancy.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cul\u003e\u003cli\u003e\u003cul\u003e\n\u003cli\u003eChapter - 01: \tAn introduction to customer care;\u003c\/li\u003e\n\u003cli\u003eChapter - 02: \tHow managers need to drive and support a service strategy;\u003c\/li\u003e\n\u003cli\u003eChapter - 03: \tListening to customers;\u003c\/li\u003e\n\u003cli\u003eChapter - 04: \tImplementing a service excellence strategy;\u003c\/li\u003e\n\u003cli\u003eChapter - 05: \tEmpowerment and ownership;\u003c\/li\u003e\n\u003cli\u003eChapter - 06: \tThe internal customer;\u003c\/li\u003e\n\u003cli\u003eChapter - 07: \tTraining and development for customer service;\u003c\/li\u003e\n\u003cli\u003eChapter - 08: \tCommunications;\u003c\/li\u003e\n\u003cli\u003eChapter - 09: \tRecognition and reward;\u003c\/li\u003e\n\u003cli\u003eChapter - 10: \tSustaining a customer focus\u003c\/li\u003e\n\u003c\/ul\u003e\u003c\/li\u003e\u003c\/ul\u003e","brand":"Kogan Page Ltd","offers":[{"title":"Default Title","offer_id":48865722466647,"sku":"9780749457051","price":29.99,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780749457051.jpg?v=1722275270"},{"product_id":"on-purpose-9780749471910","title":"On Purpose","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eShaun Smith\u003c\/b\u003e is founder and partner of the customer experience consultancy Smith+Co, working with leading brands. A thought leader on customer experience strategy, he has featured many times on CNBC's \u003ci\u003eAsk the Expert\u003c\/i\u003e. He is the co-author of \u003ci\u003e\u003cb\u003eBold \u003c\/b\u003e\u003c\/i\u003e(Kogan Page), \u003ci\u003eUncommon Practice\u003c\/i\u003e and \u003ci\u003eManaging the Customer Experience\u003c\/i\u003e.\u003cb\u003eAndy Milligan\u003c\/b\u003e is a leading consultant on brand culture. He has worked for almost 20 years advising major organizations on brand building, customer experience and internal culture. Andy appears regularly in the media. He is the author of \u003ci\u003eBrand it Like Beckham\u003c\/i\u003e and co-author of \u003ci\u003e\u003cb\u003eBold\u003c\/b\u003e\u003c\/i\u003e (Kogan Page), \u003ci\u003eUncommon Practice\u003c\/i\u003e and \u003ci\u003eDon't Mess with the Logo\u003c\/i\u003e.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTrade Review\u003c\/b\u003e\u003cbr\u003e\"To define a purpose that will galvanise the entire organisation is a leap of faith and requires strong leadership, but it also requires the clear and compelling process outlined in this book if you are to embark on this incredible journey.\" * Patrick Dempsey OBE, former Managing Director of Whitbread Hotels \u0026amp; Restaurants *\u003cbr\u003e\"Shaun and Andy have created another great book, \u003ci\u003eOn Purpose\u003c\/i\u003e, describing simply how great businesses use purpose and focus to fill customer needs and create value. Well done.\" * Vernon W. Hill II, Founder\/Chairman of Metro Bank *\u003cbr\u003e\"Creating a WOW experience for customers starts with creating a WOW experience for employees and both need to be based on your purpose. This book can show you how.\" * Tony Hsieh, CEO of Zappos.com, Inc. and New York Times bestselling author of Delivering Happiness *\u003cbr\u003e\"With their latest book, Shaun Smith and Andy Milligan delve even further into the fabric of customer-focused companies, exploring the very purpose of these brands, and making a convincing correlation between customer advocacy and a strong sense of company purpose.... But On Purpose isn't just thought-provoking - it is also action-provoking. It will surely generate an urgent sense of soul-searching amongst those whose brands are built as money-making machines. But it will also encourage those brands built on more purposeful foundations to revisit their philosophies and ensure that these are being clearly communicated both to employees and customers. The key message of this terrific book is that brands need to be engaging and inspiring to stand out from the crowd. And without a clear sense of purpose - within the company, its leaders, its staff and its communications - brands will struggle to be distinctive.\" * Neil Davey Editor, MyCustomer, Group Editor SIFT MEDIA *\u003cbr\u003e\"Shaun Smith and Andy Milligan have added another strong chapter to their purpose. This is a must read for any leader who is looking at differentiating their business by asking the important \"why\" and \"why us\" questions. It will provide excellent guidance on how to create your own journey and, most importantly, how to stick to it once your business purpose has been found.\" * Frans-Willem de Kloet, Managing Director \u0026amp; CEO UPC Czech Republic *\u003cbr\u003e\"No successful business leader of the future can feel exempt from reading this remarkable book. It is by two global experts, extremely readable and compelling in its key message to place customer experience at the very core of every business.\" * Roger Harrop, The CEO Expert, Author, International Speaker *\u003cbr\u003e\"Every now and then a truly cutting-edge book comes along that changes everything we know about the secrets of organizational greatness. \u003ci\u003eOn Purpose\u003c\/i\u003e is a profound yet practical book no leader should miss reading. Laced with powerful examples and pragmatic practices, and written in a poignant style, Smith and Milligan reveal the mysteries of long-term enterprise success.\" * Chip R. Bell, author of The 9½ Principles of Innovative Service *\u003cbr\u003e\"'On Purpose' wonderfully, informatively and encouragingly, brings to life the importance of a brand recognising the importance of having 'an authentic and credible sense of purpose'. It explores why this matters to consumers and employees alike - we all need to have an emotional connection with the purpose of a brand. ... Whether you are looking for validation of existing knowledge; new ideas to take your approach to Customer Experience forward; or just inspiration from two of the most experienced 'specialists' around, this cracking book has something for everyone interested in wanting to answer this fundamentally critical question: \"what purpose does my business serve\".\" * Ian Golding, Customer Experience Specialist and Certified Customer Experience Professional, Customer Experience Consultancy Ltd *\u003cbr\u003e\"Great book - highly recommended!\" * Joe Pine, co-author of The Experience Economy *\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cul\u003e\n\u003cli\u003eSection - ONE: Stand Up;\u003c\/li\u003e\n\u003cli\u003e\u003cul\u003e\n\u003cli\u003eChapter - 01: Purpose Driven;\u003c\/li\u003e\n\u003cli\u003eChapter - 02: Purposeful Leadership;\u003c\/li\u003e\n\u003c\/ul\u003e\u003c\/li\u003e\n\u003cli\u003eSection - TWO: Stand Out;\u003c\/li\u003e\n\u003cli\u003e\u003cul\u003e\n\u003cli\u003eChapter - 03: Infectious Communication;\u003c\/li\u003e\n\u003cli\u003eChapter - 04: Distinctive Customer Experience;\u003c\/li\u003e\n\u003cli\u003eChapter - 05: Continuous Innovation;\u003c\/li\u003e\n\u003c\/ul\u003e\u003c\/li\u003e\n\u003cli\u003eSection - THREE: Stand Firm;\u003c\/li\u003e\n\u003cli\u003e\u003cul\u003e\n\u003cli\u003eChapter - 06: Cult-Like Culture;\u003c\/li\u003e\n\u003cli\u003eChapter - 07: Distinctive Employee Experience;\u003c\/li\u003e\n\u003cli\u003eChapter - 08: Experience Measurement;\u003c\/li\u003e\n\u003cli\u003eChapter - 09: Never Stand Still;\u003c\/li\u003e\n\u003cli\u003eChapter - 10: On Purpose Profile;\u003c\/li\u003e\n\u003cli\u003eChapter - 11: How to Implement – Successfully;\u003c\/li\u003e\n\u003cli\u003eChapter - 12: Putting the Principles into Practice\u003c\/li\u003e\n\u003c\/ul\u003e\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"Kogan Page Ltd","offers":[{"title":"Default Title","offer_id":48865724432727,"sku":"9780749471910","price":24.29,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780749471910.jpg?v=1722275274"},{"product_id":"customer-innovation-9780749484187","title":"Customer Innovation","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eDr. Marion Debruyne\u003c\/b\u003e is Dean at Vlerick Business School, Belgium, ranked within the Financial Times Top 100 Business Schools. An international coach and speaker on customer innovation, she is a professor of marketing and innovation, with diverse industry experience ranging from healthcare and financial services to consumer products.  \u003cb\u003eDr. Koen Tackx\u003c\/b\u003e is a professor of strategic marketing at Vlerick Business School, Belgium where his main focus is on how companies can create superior value for their customers. Before joining the academic world, he held several executive positions in different service industries.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cul\u003e\n\u003cli\u003e\u003cul\u003e\u003cli\u003eChapter - 00: Introduction – Connect–convert–collaborate – How to build a customer-driven innovation journey;\u003c\/li\u003e\u003c\/ul\u003e\u003c\/li\u003e\n\u003cli\u003eSection - PART ONE: The zoom lens – Laying the foundation for outside-in strategy;\u003c\/li\u003e\n\u003cli\u003e\u003cul\u003e\n\u003cli\u003eChapter - 01: Connect using the zoom lens – Five practices to zoom in on your customer;\u003c\/li\u003e\n\u003cli\u003eChapter - 02: Convert using the zoom lens – How to create a culture of daily innovation;\u003c\/li\u003e\n\u003cli\u003eChapter - 03: Collaborate using the zoom lens – Placing the customer at the heart of your activities;\u003c\/li\u003e\n\u003c\/ul\u003e\u003c\/li\u003e\n\u003cli\u003eSection - PART TWO: The wide lens – How to innovate your current customer journey;\u003c\/li\u003e\n\u003cli\u003e\u003cul\u003e\n\u003cli\u003eChapter - 04: Connect using the wide lens – Understanding your customers’ journey, goals and outcomes;\u003c\/li\u003e\n\u003cli\u003eChapter - 05: Convert using the wide lens – Creating innovative solutions to the challenges that customers face;\u003c\/li\u003e\n\u003cli\u003eChapter - 06: Collaborate using the wide lens – Creating customer value by collaborating along the value chain;\u003c\/li\u003e\n\u003c\/ul\u003e\u003c\/li\u003e\n\u003cli\u003eSection - PART THREE: The fisheye lens – Expanding your customer base to new horizons;\u003c\/li\u003e\n\u003cli\u003e\u003cul\u003e\n\u003cli\u003eChapter - 07: Connect using the fisheye lens – How to learn from customers you don’t have;\u003c\/li\u003e\n\u003cli\u003eChapter - 08: Convert using the fisheye lens – Should business-model innovation be on your agenda?;\u003c\/li\u003e\n\u003cli\u003eChapter - 09: Collaborate using the fisheye lens – Creating adaptable ecosystems for change and expansion;\u003c\/li\u003e\n\u003c\/ul\u003e\u003c\/li\u003e\n\u003cli\u003eSection - PART FOUR: Conclusion;\u003c\/li\u003e\n\u003cli\u003e\u003cul\u003e\u003cli\u003eChapter - 10: Conclusion – Three essential capabilities – The playbook for continual customer-based growth\u003c\/li\u003e\u003c\/ul\u003e\u003c\/li\u003e\n\u003c\/ul\u003e","brand":"Kogan Page Ltd","offers":[{"title":"Default Title","offer_id":48865727611223,"sku":"9780749484187","price":33.24,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780749484187.jpg?v=1722275279"},{"product_id":"the-art-of-client-service-9781119227823","title":"The Art of Client Service","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cp\u003eForeword xix\u003c\/p\u003e \u003cp\u003eIntroduction xxiii\u003c\/p\u003e \u003cp\u003eChapter 1 What Makes Great Client Service? 1\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart One How To Be Great With Clients\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 2 Account Management’s Role 9\u003c\/p\u003e \u003cp\u003eChapter 3 Achieving the Next Level 13\u003c\/p\u003e \u003cp\u003eChapter 4 Transforming a Career into a Calling 15\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Two Winning New Business For Your Agency\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 5 New Business: What It Is, Why It Is Important, and Why You Should Give a Damn 19\u003c\/p\u003e \u003cp\u003eChapter 6 How to Contribute Before, During, and After Pitch Day 25\u003c\/p\u003e \u003cp\u003eChapter 7 Getting to Yes 41\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Three Beginning A Client Relationship \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 8 In a High Tech World, Be Low Tech 47\u003c\/p\u003e \u003cp\u003eChapter 9 What Success Looks Like 51\u003c\/p\u003e \u003cp\u003eChapter 10 Always Manage Client Expectations from the Outset 53\u003c\/p\u003e \u003cp\u003eChapter 11 Be Multilingual 57\u003c\/p\u003e \u003cp\u003eChapter 12 Live the Client’s Brand 59\u003c\/p\u003e \u003cp\u003eChapter 13 Ask, “What Do My Colleagues Need to Create Great Advertising?” Then Deliver It 61\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Four How To … \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 14 Run a Meeting 65\u003c\/p\u003e \u003cp\u003eChapter 15 Brief a Colleague 71\u003c\/p\u003e \u003cp\u003eChapter 16 Write a Conference Report 73\u003c\/p\u003e \u003cp\u003eChapter 17 Perfect the Perfect Scope of Work 77\u003c\/p\u003e \u003cp\u003eChapter 18 Craft That Schedule You Need to Create 89\u003c\/p\u003e \u003cp\u003eChapter 19 Build a Better Budget 93\u003c\/p\u003e \u003cp\u003eChapter 20 Draft a Letter of Proposal 101\u003c\/p\u003e \u003cp\u003eChapter 21 Create a PowerPoint Presentation 111\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Five Formulating the Brief That Drives Great Creative \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 22 Take the Word Brief Seriously 119\u003c\/p\u003e \u003cp\u003eChapter 23 What Makes a Brilliant Brief? 125\u003c\/p\u003e \u003cp\u003eChapter 24 In Writing the Brief, Provide the Client’s Perspective 133\u003c\/p\u003e \u003cp\u003eChapter 25 Know When to Look It Up; Know When to Make It Up 139\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Six Establishing Trust With Clients\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 26 Great Work Wins Business; a Great Relationship Keeps It 143\u003c\/p\u003e \u003cp\u003eChapter 27 Client Presentations Are as Important as New Business Presentations 145\u003c\/p\u003e \u003cp\u003eChapter 28 Always Ask, “Does This Advertising Pass the ‘So What’ Test?” 149\u003c\/p\u003e \u003cp\u003eChapter 29 Don’t Fall in Love with Good Work; Don’t Fall for Bad Work 151\u003c\/p\u003e \u003cp\u003eChapter 30 Choice Is Good 155\u003c\/p\u003e \u003cp\u003eChapter 31 Fight About the Work with Colleagues; Fight for It with Clients 157\u003c\/p\u003e \u003cp\u003eChapter 32 Do Not Sell 161\u003c\/p\u003e \u003cp\u003eChapter 33 Bring Your Clients into the Process Early and Often 163\u003c\/p\u003e \u003cp\u003eChapter 34 Respect What It Takes to Do Great Creative 165\u003c\/p\u003e \u003cp\u003eChapter 35 Credit Is for Creative Directors 169\u003c\/p\u003e \u003cp\u003eChapter 36 We Are Smarter Together Than We Are Alone 171\u003c\/p\u003e \u003cp\u003eChapter 37 Judgment Overrides Any Rule 173\u003c\/p\u003e \u003cp\u003eChapter 38 Ideas Are the Currency We Trade in 175\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Seven Building Long-Term Client Relationships \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 39 Make No Commitment without Consultation 193\u003c\/p\u003e \u003cp\u003eChapter 40 Take on the Coloration of Your Clients; Do Not Compromise Your Character 197\u003c\/p\u003e \u003cp\u003eChapter 41 Never Forget It’s a Business 199\u003c\/p\u003e \u003cp\u003eChapter 42 Once a Client, Always a Client 201\u003c\/p\u003e \u003cp\u003eChapter 43 Going Rogue 203\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Eight How To Deal With Unhappy Clients  \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 44 Always Think Endgame 207\u003c\/p\u003e \u003cp\u003eChapter 45 No Surprises about Money or Time 209\u003c\/p\u003e \u003cp\u003eChapter 46 Deal with Problems Head-On 211\u003c\/p\u003e \u003cp\u003eChapter 47 If Things Go Wrong, Take the Blame 213\u003c\/p\u003e \u003cp\u003eChapter 48 What Happens When I Screw Up? 215\u003c\/p\u003e \u003cp\u003eChapter 49 Getting Fired 219\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Nine Regaining Client Trust \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 50 How Happy Clients Help You Gain New Ones 223\u003c\/p\u003e \u003cp\u003eChapter 51 Five Client Challenges to Agencies 225\u003c\/p\u003e \u003cp\u003eChapter 52 Five Client Service Principles to Believe In 233\u003c\/p\u003e \u003cp\u003eAcknowledgments: Remember To Say “Thank You” 243\u003c\/p\u003e \u003cp\u003ePostscript 245\u003c\/p\u003e \u003cp\u003eA Bunch of Books to Make You Better At What You Do 249\u003c\/p\u003e \u003cp\u003eAbout The Author 253\u003c\/p\u003e \u003cp\u003eIndex 255\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":48866389786967,"sku":"9781119227823","price":22.1,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781119227823.jpg?v=1722278421"},{"product_id":"customer-service-skills-for-success-ise-9781265037536","title":"Customer Service Skills for Success ISE","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cspan\u003eLucas' top-selling and award-winning \u003ci\u003eCustomer Service\u003c\/i\u003e 8e has been revised to reflect the demands of customer service today. Chapters are divided into three parts, focused on key aspects of customer service: 1) The Profession 2) Skills for Success, and 3) Building and Maintaining Relationships, and Retaining Customers. Throughout the text, readers discover tips for implementing proven customer service strategies, case scenarios, and activities to help apply concepts to real-world situations.\u003c\/span\u003e\u003cspan\u003e\u003cbr\u003e\u003c\/span\u003e\u003cbr\u003e\u003cspan\u003e\u003ci\u003eCustomer Service\u003c\/i\u003e 8e addresses many market changes such as the impact of the COVID-19 pandemic, working in remote teams and greater focus on customers with disabilities with featuring several companies such as Amazon, Target, American Express and Chipotle. Students will practice putting concepts into action through our integration digital learning platform, Connect. Connect provides revised case analyses that challenge students to apply what they'v\u003c\/span\u003e","brand":"McGraw-Hill Education","offers":[{"title":"Default Title","offer_id":48866501755223,"sku":"9781265037536","price":50.34,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781265037536.jpg?v=1722278957"},{"product_id":"the-power-of-value-selling-the-gold-standard-to-drive-revenue-and-create-customers-for-life-9781394182565","title":"The Power of Value Selling  The Gold Standard to","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cp\u003eForeword—The Power of Value Selling: The Gold Standard to Drive Revenue and Create Customers for Life xv\u003c\/p\u003e \u003cp\u003eIntroduction: The More Things Change, the More They Stay the Same xix\u003c\/p\u003e \u003cp\u003e\u003cb\u003eI Why ValueSelling, Why Now 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e1 Specialized Sellers, Exploding Sales Tech, Sophisticated Buyers (What’s Changed) 3\u003c\/p\u003e \u003cp\u003e2 How You Sell Is Just as Important as What You Sell 13\u003c\/p\u003e \u003cp\u003e3 Modern Selling Is ValueSelling (Why Value Is Still Important) 21\u003c\/p\u003e \u003cp\u003e\u003cb\u003eII Put the Pro Back in Sales Professional 31\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e4 People Buy from People: Building Credibility, Trust, and Rapport 33\u003c\/p\u003e \u003cp\u003e5 Think Like an Executive 51\u003c\/p\u003e \u003cp\u003e6 Mastering Sales Conversations: Asking the Right Questions, at the Right Time 63\u003c\/p\u003e \u003cp\u003e\u003cb\u003eIII Create Sales Opportunities You Can Win 81\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e7 Earn Time on Their Calendar 83\u003c\/p\u003e \u003cp\u003e8 Uncover Business Problems Worth Solving 109\u003c\/p\u003e \u003cp\u003e9 Eliminating No-decision Opportunities and Improving Forecast Accuracy 125\u003c\/p\u003e \u003cp\u003e\u003cb\u003eIV Enable the Buying Process 139\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e10 Reverse Engineering the Buying Process 141\u003c\/p\u003e \u003cp\u003e11 Speak Value to Power 153\u003c\/p\u003e \u003cp\u003e12 Handling Objections and Negotiating on Value, Not Price 169\u003c\/p\u003e \u003cp\u003e\u003cb\u003eV Cement Customer Relationships 185\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e13 Land and Expand: Strategies for Account Penetration 187\u003c\/p\u003e \u003cp\u003e14 Creating Brand Advocates and Customers for Life 197\u003c\/p\u003e \u003cp\u003eNotes 211\u003c\/p\u003e \u003cp\u003eAcknowledgments 217\u003c\/p\u003e \u003cp\u003eAbout the Author 221\u003c\/p\u003e \u003cp\u003eIndex 223\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":48866616672599,"sku":"9781394182565","price":18.69,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781394182565.jpg?v=1722279479"},{"product_id":"user-research-9781398603578","title":"User Research","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eStephanie Marsh\u003c\/b\u003e (she\/they) is a leading UX research professional and currently UX Research Operations Lead at Springer Nature. They are the former Head of User Research and Analysis for the UK Government Digital Service and former Head of Digital Strategy for the UK Ministry of Defence. She was also previously a consultant at Bunnyfoot, a leading UX consultancy in the UK. They have contributed chapters to a range of peer-reviewed texts in related fields and has delivered talks on UX Research, Research Operations and UX strategies at a range of conferences and industry events. She is based in London.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTrade Review\u003c\/b\u003e\u003cbr\u003e\"This book offers a comprehensive overview of how to be a great user researcher and explains exactly how to plan, run and debrief impactful user research. This new edition is right up to date with modern research needs for ethical data handling, and operationalising research. An essential handbook for new and experienced researchers to keep by their side!\" * Steve Bromley, Principal User Researcher at Reach PLC and author of Building User Research Teams and How To Be A Games User Researcher *\u003cbr\u003e\"For those embarking on a career in user research, research operations, or for those with experience in the fields, User Research is a must-have guide. Fantastically practical with all those questions you didn't even know you had already covered.\" * Brigette Metzler, ResearchOps Lead, Department of Agriculture, Water, and the Environment (Australia) and co-chair of the ResearchOps Community *\u003cbr\u003e\"A true guide as it covers the full lifecycle of user and qualitative research, from design and collection through to dissemination. Following the advice in each chapter will ensure you deliver robust research and insights. The addition of the research operations section and the prominence given to the legal and ethical considerations only further enhances the credibility and utility of this book.\" * Laura Wilson, Data Quality Hub Lead, UK Office for National Statistics and author of Respondent Centred Surveys *\u003cbr\u003e\"This is an essential handbook for anyone learning how to conduct user research. It's also an invaluable reference book for experienced researchers. I shall add it to my library! What stands out in this book is the excellent blending of the basic building blocks with best practice for conducting quality user research.\" * Karmen Guevara, Human-Computer Interaction Pioneer *\u003cbr\u003e\"We finally have a practical and pragmatic overview of user research methods together in one book. I expect to see well-thumbed and bookmarked copies of this book on the desks of everyone who believes in the value of designing for their users.\" * Amy Stoks, Principal Consultant, Affinity UX Ltd *\u003cbr\u003e\"\u003cb\u003eStephanie Marsh\u003c\/b\u003e artfully and comprehensively describes modern user research methods...and importantly, exactly when to use which one!\" * Colin MacAthur, Adjunct Professor, University Bocconi *\u003cbr\u003e\"The comprehensive guide that follows delivers this promise, empowering its reader with clear explanations and practical instructions based on Stephanie's extensive experience. If you've ever felt intimidated by the complexity and breadth of the subject of user research, this book is for you.\" * Amy Hupe, Design Systems and Content Design Expert *\u003cbr\u003e\"\u003cb\u003eStephanie Marsh \u003c\/b\u003edoes a hard thing well- she covers the whole gamut of a user researcher's process while placing a strong emphasis on the core fundamentals. Whether you're an experienced researcher or you're new to the field, you'll want to keep this book close to hand.\" * Mithula Naik, Head of Client Experience, Canadian Digital Service *\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cul\u003e\n\u003cli\u003e\u003cul\u003e\u003cli\u003eChapter - 01: Introduction - Why is user research so important?;\u003c\/li\u003e\u003c\/ul\u003e\u003c\/li\u003e\n\u003cli\u003eSection - ONE: The fundamentals - What good research looks like;\u003c\/li\u003e\n\u003cli\u003e\u003cul\u003e\n\u003cli\u003eChapter - 02: Planning, objectives and legalities in user research;\t\t\t\t\t\u003c\/li\u003e\n\u003cli\u003eChapter - 03: Best practice in user research - Who, what, why and how;\u003c\/li\u003e\n\u003cli\u003eChapter - 04: Managing user research logistics - Agencies, facilities and contracts;\u003c\/li\u003e\n\u003c\/ul\u003e\u003c\/li\u003e\n\u003cli\u003eSection - TWO: Selecting and using user research methods;\t\t\t\t\t\u003c\/li\u003e\n\u003cli\u003e\u003cul\u003e\n\u003cli\u003eChapter - 05: Usability testing - Observing people doing things;\u003c\/li\u003e\n\u003cli\u003eChapter - 06: Content testing - What do people think your content means?;\u003c\/li\u003e\n\u003cli\u003eChapter - 07: Card sorting - Understanding how people group and relate things;\u003c\/li\u003e\n\u003cli\u003eChapter - 08: Surveys - How to gauge a widespread user response;\u003c\/li\u003e\n\u003cli\u003eChapter - 09: User interviews - Understanding people's experience through talking to them;\u003c\/li\u003e\n\u003cli\u003eChapter - 10: Diary studies - How to capture user research data over time;\u003c\/li\u003e\n\u003cli\u003eChapter - 11: Information architecture validation - Does the structure of your information work for your users?;\u003c\/li\u003e\n\u003cli\u003eChapter - 12: Ethnography - Observing how people behave in the real world;\u003c\/li\u003e\n\u003cli\u003eChapter - 13: Contextual inquiry - Interviewing people in their own environment;\u003c\/li\u003e\n\u003cli\u003eChapter - 14: A\/B Testing - A technique to compare different options;\u003c\/li\u003e\n\u003cli\u003eChapter - 15: Getting the best out of stakeholder workshops;\t\t\t\t\t\u003c\/li\u003e\n\u003cli\u003eChapter - 16: Guerrilla research - Running fast-paced research in the real world;\u003c\/li\u003e\n\u003cli\u003eChapter - 17: How to combine user research methodologies;\t\t\t\t\t\u003c\/li\u003e\n\u003c\/ul\u003e\u003c\/li\u003e\n\u003cli\u003eSection - THREE: Analyzing and presenting your data;\t\t\t\t\t\u003c\/li\u003e\n\u003cli\u003e\u003cul\u003e\n\u003cli\u003eChapter - 18: Content analysis - A method of coding and making sense of your qualitative data;\u003c\/li\u003e\n\u003cli\u003eChapter - 19: Affinity diagramming - Understand your data through identifying its themes;\u003c\/li\u003e\n\u003cli\u003eChapter - 20: Prioritizing issues and user needs - What’s important and what to work on next;\u003c\/li\u003e\n\u003cli\u003eChapter - 21: Making recommendations - How to make your research findings actionable;\u003c\/li\u003e\n\u003cli\u003eChapter - 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We’ve all experienced dumb chatbots, automated scripts and poor employee interactions that dehumanizes customer interactions.\u003c\/p\u003e  \u003cp\u003eThat’s because brands have focused on company centric business strategies, processes and technology.\u003c\/p\u003e  \u003cp\u003eHowever, simply put: No customers, no business.  What if, by transforming the old company-centric way of doing business and putting customers and employees front and center, businesses could succeed faster than ever before and not at the expense of their most important assets—the very people who make it possible to be in business?  \u003c\/p\u003e  \u003cp\u003eEmpathy is a powerful construct for a better world and a better business. It’s not a synonym for nice. Empathy is about respect and treating people in the context of their unique situation in a highly personalized way. \u003c\/p\u003e  \u003cp\u003eIn this groundbreaking new book, longtime technology leader and current CEO of Genesys, Tony Bates teams up with researcher and customer experience evangelist, Dr. Natalie Petouhoff to define a new path forward to put empathy into action. \u003c\/p\u003e  \u003cp\u003eBy using strategies and technologies as the flywheel to orchestrate systems of listening, understanding and predicting, as well as, taking action and learning from those interactions at scale, businesses can easily put the customer and employee first, not only meet the ever-changing customer and employee expectations, but also leapfrog their competition.  \u003c\/p\u003e  \u003cp\u003eThey predict empathy is the next frontier in technology. This book is aimed at sparking an industry-wide conversation about how exponential technologies like, AI and cloud can enable a more empathetic world. \u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTrade Review\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cem\u003e\"A book with the credibility and experience to start a broader business conversation about delivering better customer experiences through empathy.\"  \u003c\/em\u003e\u003cstrong\u003eJohn Chambers  -  Chairman Emeritus, Cisco and CEO JC2 Ventures\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003e\"\u003cem\u003eWhether you are a start-up or an intraprepreneur inside a company, this book is your key to become obsessed with your customer and your employees. The author's four empathy pillars - listen, understand + predict, act and learn are the key to what drives innovation and disruption. I can't wait for my students and clients to dive into this book.\"\u003c\/em\u003e\u003cbr\u003e\u003cstrong\u003eJan Ryan  -  Professor and Exec Director of Entrepreneurship \u0026amp; Innovation at University of Texas \u0026amp;  Partner at Capital Factory, Inc\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003e\u003cem\u003e\"Bates and Petouhoff examine why customer experiences have fallen short in the past and spark your imagination about a new world of superior, empathetic customer experiences.\"\u003c\/em\u003e\u003cbr\u003e\u003cstrong\u003eJohn Donahoe - President and CEO,\u003c\/strong\u003e\u003cem\u003e\u003cb\u003e Nike\u003c\/b\u003e\u003c\/em\u003e\u003c\/p\u003e\u003cp\u003e\u003cem\u003e\"Experience\" happens when leaders guide their organization to behaviors and habits that earn admiration and sustainable growth. Use this book as a practical guidebook to achieve these outcomes.\"\u003c\/em\u003e\u003cbr\u003e\u003cstrong\u003eJeanne Bliss  -  Best-selling author of \u003c\/strong\u003e\u003cem\u003e\u003cb\u003eChief Customer Officer\u003c\/b\u003e\u003c\/em\u003e\u003c\/p\u003e\u003cp\u003e\u003cem\u003e\"Filled with new perspectives on the power of empathy in anticipating and delivering on customer expectations, I recommend this valuable book for anyone looking to innovate customer experience.\" \u003c\/em\u003e\u003cbr\u003e\u003cstrong\u003eShantanu Narayen  -  Chairman, President \u0026amp; CEO, Adobe Inc. \u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003e\u003cem\u003e\"Empathy in Action provides tremendous insight into the opportunity for leaders to blend empathy and experiences in a way that leads to better business outcomes.\"\u003c\/em\u003e\u003cbr\u003e\u003cstrong\u003ePat Gelsinger - CEO, Intel \u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003e\u003cem\u003e\"Empathy in Action delivers a systematic, intentional approach to transform your organization.  Keep this book close by because you'll be referencing it frequently!\"\u003c\/em\u003e\u003cbr\u003e\u003cstrong\u003eCharlene Li  - \u003c\/strong\u003e\u003cem\u003e\u003cb\u003eNew York Times\u003c\/b\u003e\u003c\/em\u003e\u003cstrong\u003e bestselling author of \u003c\/strong\u003e\u003cem\u003e\u003cb\u003eThe Disruption Mindset\u003c\/b\u003e\u003c\/em\u003e\u003cstrong\u003e and Founder of Altimeter\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003e\u003cem\u003e\"If you care about your customer and employees, I recommend Empathy in Action for your whole organization. It's a guide for reexamining our approaches to customer and employee experience that has the potential for those daring enough to shift paradigms to transform business as we know it.\"\u003c\/em\u003e\u003cbr\u003e\u003cstrong\u003eSandy Carter  -  VP, AWS WWPS Partners and Programs\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003e\u003cem\u003e\"This book explores how it all starts with employee satisfaction - which directly correlates with customer satisfaction. If companies want to stay relevant in this new world - these dynamics must be explored and implemented.\"  \u003c\/em\u003e\u003cbr\u003e\u003cstrong\u003eAndrea Chin  -  Executive Director Global Consumer Care - IT at The Estée Lauder Companies Inc.\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003e\u003cem\u003e\"All roads in business, service and relationships lead back to respect. Our success is contingent not only on our ability to solicit loyalty, but to deliver an experience that show that we are listening; we care. Empathy is personalizing respect, and this book sets the tone for our changing world, and expectations of our employees and customers. Empathy In Action explains a bold shift towards relying more heavily on prosocial innovation.\u003c\/em\u003e\"\u003cbr\u003e\u003cstrong\u003eOdessa Jenkins  -  President, Emtrain\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003e\u003cem\u003e\"For a decade or more, we have been talking about customer-centrism, and customer experience. Last year, during the pandemic, we began to hear about the importance of business empathy in realizing a great customer experience. But very little had been done about what that actually means when it's put into action.  But now industry dynamo Natalie Petouhoff who is currently the Chief Empathy Officer at Genesys and the Genesys CEO, Tony Bates, take empathy and give it substance. Not only do they help define how to see and feel the shoes the customer is in, but also what it takes to walk in those shoes. If you want to truly understand, what empathy means in business, how to apply it and how to measure how successful you have been, then this is a must have book. So, if you feel anything for your customers, order this book and start reading it, even if you are still in your own shoes when you do. Because, trust me, by the time you are done, you will be living the book's title - \"Empathy in Action.\"\u003c\/em\u003e\u003cbr\u003e\u003cstrong\u003ePaul Greenberg - Best-selling author \u003c\/strong\u003e\u003cem\u003e\u003cb\u003eCRM at the Speed of Light (4 Editions)\u003c\/b\u003e\u003c\/em\u003e\u003cstrong\u003e \u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003e\u003cem\u003e\"In an age where almost every interaction we have is through a lens of technology, too many nameless faceless corporations have set aside the human connection for the bottom-line efficiency of technology.  The secret to loyal customers isn't in technology or efficiency, it is in creating that empathetic connection at scale. In this amazing book Empathy in Action, Tony has laid out a road map for leaders to lead from the front and reestablish that critical empathetic human touch. A must have for any leader's library.\"\u003c\/em\u003e\u003cbr\u003e\u003cstrong\u003eAlan Webber - Program VP, Customer Experience Strategies | IDC.com\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003e\u003cem\u003e\"Empathy as a leverage tool toward employees and customers loyalty, and company growth. --Empathy in Action closes the gap between theory and what occurs to your customers and employee experience when you add Empathy to the formula. Unlike many other books expressing the author's ''opinion'', you have a book based on facts, outstanding research, exceptional proofed results, and great ideas that will help your company evolve. We are still far from closing all experience blind spots, but this book will certainly bring you many steps closer. I highly recommend this book if you want to insert Empathy in your organization effectively! A practical reading that will assist your organization to gain real market differentiation and advantage.\"\u003c\/em\u003e\u003cbr\u003e\u003cstrong\u003eRicardo Slatz Gulko - Co-Founder of European Customer Experience Organization\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003e\u003cem\u003e\"Few people are as qualified to dissect and discuss the important of empathy in business and culture as Dr. Natalie Petouhoff. Her deep expertise in understanding the wants, needs and psychology of both customers and employees gives her unique insights into how better understanding leads to better business results. Empathy In Action will no doubt be a must read for business leaders, the C-Suite and even the \"E-suite\"—those seeking to obtain deeper levels of empathy, to better serve customers, employees and citizens.\"\u003c\/em\u003e\u003cbr\u003e\u003cstrong\u003eDavid Armano, Founder - Armano Design Group, Forbes Contributor, Former Edelman Executive\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003e\u003cem\u003e\"Companies are missing the massive opportunity to transform their transactional relationships with customers into bonds that are formed and informed by their experiences. In all my research and writing, it is clear that businesses with a traditional approach to customer service have only a matter of time before they're replaced by a vendor that truly understands and wants to help their customer. This book offers readers the rationale behind adopting a customer-centric business model and the unexpected blind spots to avoid.\"\u003c\/em\u003e\u003cbr\u003e\u003cstrong\u003eAdrian Swinscoe  - advisor, best-selling author and Forbes contributor  \u003c\/strong\u003e\u003c\/p\u003e","brand":"Ideapress Publishing","offers":[{"title":"Default Title","offer_id":48887438639447,"sku":"9781646870431","price":21.84,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781646870431.jpg?v=1722544557"},{"product_id":"great-or-poor-a-simple-system-to-deliver-excellent-customer-experiences-9781852526931","title":"Great or Poor: A Simple System to Deliver","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eGreat or Poor is a powerful and proven system to deliver excellent customer experiences in any organisation. 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The framework steps and tools (such as NPS, Empathy Map, Customer Journey, Golden Circle, Design Thinking, A\/B-Testing) are designed to have a maximum impact on successful company building and the customer experience, which is key to generate first and repeat buyers that become fans of the company. The tools originate from different disciplines, such as management, design, digitisation or psychology – as only an interdisciplinary approach enables superior insights for initiating the right customer activities in today's highly competitive times. 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Businesses can no longer operate as before because their customers are no longer operating as before. This book provides customer-centric based guidance for how businesses should adapt to this new reality, deriving insights from academic research, case studies, interviews, and best practice examples from around the world. As validated by hundreds of top-level executives, its readers will gain a better understanding of why customer behavior has changed so they can use the book’s solutions to navigate through and succeed in the post COVID-19 future.\u003cbr\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e 1.Introduction.- 2.Section One: How and why the COVID-19 economic crisis occurred? A customer behavior-based perspective.- 3.Five phases for how customer behavior changed in response to COVID-19.- 4.Psychological and economic explanations for why the COVID-19 economic crisis occurred.- 5. Section Two: Customer-centric growth strategies.- 6. An opportunity unlike ever before.- 7. First quadrant: status quo growth strategy.- 8. Second quadrant: new customer markets.- 9. Third quadrant: new products.- 10. Fourth Quadrant: Diversify simultaneously into new markets with new or modified products.- 11. Section Three: The COUNTER COVID customer-centric framework your firm needs to employ NOW.- 12. Create emotional connections to CREATES loyalty.- 13. Demonstrate product value.- 14. Extend digital footprint.- 15. Conclusion.\u003cbr\u003e","brand":"Springer Verlag, Singapore","offers":[{"title":"Default Title","offer_id":48890193412439,"sku":"9789811658679","price":20.99,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9789811658679.jpg?v=1722557890"},{"product_id":"customher-experience-the-importance-of-tailoring-your-brand-experience-to-the-female-consumer-9798886450262","title":"Customher Experience: The Importance of Tailoring","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eAlthough the female movement is interwoven into our social world and people preach “girl power,” brand experience expert Katie Mares has seen that this mindset hasn’t penetrated business branding or the experience businesses provide to women. Very few businesses focus on elevating “interaction” so that a brand experience includes a personal connection with the consumer and addresses their genuine interests and needs. This branding disconnect is a problem not only for female consumers but also for businesses that lose potential sales and women’s loyalty. CustomHer Experience provides businesses with the insight, guidance, and tools to      • better understand the female consumer,     • transform the transactional service a woman currently receives into the alluring, interactional experience she craves,     • adjust their approach when interacting with customers, and     • ignite a spark in their teams and companies.  CustomHer Experience sends the clear message that true power comes when businesses focus on providing a brand and consumer experience that women—the world’s most influential consumers—can’t live without. When businesses start doing that—and doing it well—they can cultivate trust, build loyalty, earn referrals, and make top-line sales, and their female customers won’t want to go anywhere else. Katie Mares’s book is for anyone in business who wants to completely upend their industry","brand":"Greenleaf Book Group LLC","offers":[{"title":"Default Title","offer_id":48890329301335,"sku":"9798886450262","price":20.48,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9798886450262.jpg?v=1722558466"},{"product_id":"customer-to-human-9780670095650","title":"Customer to Human","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e","brand":"Penguin Random House India","offers":[{"title":"Default Title","offer_id":49083555152215,"sku":"9780670095650","price":17.95,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780670095650.jpg?v=1725549314"},{"product_id":"unreasonable-hospitality-the-remarkable-power-of-giving-people-more-than-they-expect-9781529146813","title":"Unreasonable Hospitality: The Remarkable Power of","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cb\u003eEssential lessons in hospitality for every business, from the former co-owner of legendary restaurant Eleven Madison Park.\u003c\/b\u003e\u003cbr\u003e\u003cbr\u003eWill Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling New York City two-star brasserie that had never quite lived up to its majestic room. Eleven years later, EMP was named the best restaurant in the world.\u003cbr\u003e\u003cbr\u003eHow did Guidara pull off this unprecedented transformation? Radical reinvention, a true partnership between the kitchen and the dining room—and memorable, over-the-top, bespoke hospitality. Guidara’s team surprised a family who had never seen snow with a magical sledding trip to Central Park after their dinner; they filled a private dining room with sand, complete with mai-tais and beach chairs, to console a couple with a cancelled vacation. And his hospitality extended beyond those dining at the restaurant to his own team, who learned to deliver praise and criticism with intention; why the answer to some of the most pernicious business dilemmas is to give more—not less; and the magic that can happen when a busser starts thinking like an owner.\u003cbr\u003e\u003cbr\u003eToday, every business can choose to be a hospitality business—and we can all transform ordinary transactions into extraordinary experiences. Featuring sparkling stories of his journey through restaurants, with the industry’s most famous players like Daniel Boulud and Danny Meyer, Guidara urges us all to find the magic in what we do—for ourselves, the people we work with, and the people we serve.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTrade Review\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eGuidara makes his nonfiction debut with an enthusiastic guide for leaders [and asserts] sage advice about leadership.\u003c\/b\u003e * Kirkus Review *\u003cbr\u003e\u003cb\u003eAny organization would benefit from his thinking.\u003c\/b\u003e * Simon Sinek *\u003cbr\u003e\u003cb\u003eWill Guidara weaves heartfelt stories and keen observations to illustrate how purposeful, no-holds-barred hospitality satisfies our essential need to belong. An exceptional book for anyone or any organization aiming to excel at human connection.\u003c\/b\u003e * Danny Meyer, CEO of Union Square Hospitality Group and author of Setting the Table *\u003cbr\u003e\u003cb\u003eIn this book, Will Guidara shows us how to lead and to serve at the next level by building a foundation of hospitality, and creating a people-first “working together” culture. It’s an inspiring book for businesses in every industry.\u003c\/b\u003e * Alan Mulally, former CEO of Boeing and Ford *\u003cbr\u003e\u003cb\u003eWorking alongside Will Guidara is the ultimate masterclass in how to thoughtfully improve the lives of those around you. He is now sharing his truly remarkable gift with the world in this keenly observant and heartfelt must-read, for anyone looking to stand out from the pack.\u003c\/b\u003e * Dan Levy, Emmy® award winning writer, actor, director, and producer of Schitt’s Creek *","brand":"Ebury Publishing","offers":[{"title":"Default Title","offer_id":49084077834583,"sku":"9781529146813","price":18.7,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781529146813.jpg?v=1725550981"},{"product_id":"connected-strategy-building-continuous-customer-relationships-for-competitive-advantage-9781633697003","title":"Connected Strategy: Building Continuous Customer","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\u003cb\u003eBusiness Models for Transforming Customer Relationships\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003eWhat if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous relationships--while simultaneously driving dramatic improvements in operational efficiency? What if you could break your existing trade-offs between superior customer experience and low cost?\u003c\/p\u003e\u003cp\u003eThis is the promise of a connected strategy. New forms of connectivity--involving frequent, low-friction, customized interactions--mean that companies can now anticipate customer needs as they arise, or even before. Simultaneously, enabled by these technologies, companies can create new business models that deliver more value to customers. Connected strategies are win-win: Customers get a dramatically improved experience, while companies boost operational efficiency.\u003c\/p\u003e\u003cp\u003eIn this book, strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies as a new source of competitive advantage. With in-depth examples from companies operating in industries such as healthcare, financial services, mobility, retail, entertainment, nonprofit, and education, \u003ci\u003eConnected Strategy\u003c\/i\u003e identifies the four pathways--respond-to-desire, curated offering, coach behavior, and automatic execution--for turning episodic interactions into continuous relationships. The authors show how each pathway creates a competitive advantage, then guide you through the critical decisions for creating and implementing your own connected strategies.\u003c\/p\u003e\u003cp\u003eWhether you're trying to revitalize strategy in an established company or disrupt an industry as a startup, this book will help you:\u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eReshape your connections with your customers\u003c\/li\u003e\n\u003cli\u003eFind new ways to connect with existing suppliers while also activating new sources of capacity\u003c\/li\u003e\n\u003cli\u003eCreate the right revenue model\u003c\/li\u003e\n\u003cli\u003eMake the best technology choices to support your strategy\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003eIntegrating rich examples, how-to advice, and practical tools in the form of \"workshop chapters\" throughout, this book is the ultimate resource for creating competitive advantage through connected relationships with your customers and redefined connections in your industry.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTrade Review\u003c\/b\u003e\u003cbr\u003e\u003cp\u003e\"…enlightening and easy to read… The book is a worthwhile read for those looking to build new business models based on digital strategies. It is a useful resource for C-suite executives, strategic planners, consumer researchers, and others responsible for operations, marketing, consumer research, finance, and technology functions.\" — \u003cb\u003eRTM (Research Technology Management)\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003eAdvance Praise for \u003cb\u003e\u003ci\u003eConnected Strategy\u003c\/i\u003e\u003c\/b\u003e:\u003c\/p\u003e\u003cp\u003e\u003cb\u003eAdam Grant, author, \u003ci\u003eNew York Times\u003c\/i\u003e bestsellers \u003ci\u003eOriginals\u003c\/i\u003e and \u003ci\u003eGive and Take\u003c\/i\u003e--\u003c\/b\u003e\u003cbr\u003e\"In a connected world, companies live and die on their ability to create great customer experiences. In this book, two leading experts on strategy and innovation team up to explore how to create those experiences in a rapidly changing world. Their lively, practical book offers rich cases, evidence, and frameworks for gaining and maintaining a competitive advantage.\"\u003c\/p\u003e\u003cp\u003e\u003cb\u003eReid Hoffman, cofounder, LinkedIn; Partner, Greylock Partners; and coauthor, \u003ci\u003eBlitzscaling\u003c\/i\u003e--\u003c\/b\u003e\u003cbr\u003e\"This insightful book blends academic rigor with practical, step-by-step tools that can help you design innovative business models for the Networked Age. \u003ci\u003eConnected Strategy\u003c\/i\u003e shows how to leverage continuous connectivity and emerging AI to make deep relationships that benefit customers and businesses alike. Read this book if you want to build a business model of the future.\"\u003c\/p\u003e\u003cp\u003e\u003cb\u003eWilliam P. Lauder, Executive Chairman, The Estee Lauder Companies--\u003c\/b\u003e\u003cbr\u003e\"A timely and practical guide and a great resource for how to create deeper relationships with consumers. In today's increasingly competitive environment, connected strategies that seamlessly link consumers, companies, and suppliers will be the future in many industries.\"\u003c\/p\u003e\u003cp\u003e\u003cb\u003eWilliam McNabb, former Chief Executive, The Vanguard Group--\u003c\/b\u003e\u003cbr\u003e\"In their brilliant new book, Nicolaj Siggelkow and Christian Terwiesch upend traditional thinking about how to build enduring customer relationships that create competitive advantage. What makes this book special--and a must-read--is the combination of a novel way of thinking about customer relationships with specific, practical advice on how to implement these ideas. I just ordered a stack of copies for my colleagues!\"\u003c\/p\u003e\u003cp\u003e\u003cb\u003eMichael E. Porter, Bishop William Lawrence University Professor, Harvard Business School--\u003c\/b\u003e\u003cbr\u003e\"Siggelkow and Terwiesch's important book addresses the major transformation in how companies interact with customers in the Digital Age--a transformation that is reshaping almost every dimension on which companies compete. These changes have led to customer information sharing, collaborative marketing, the development of new kinds of products and services together with new support models, and new business models based on product usage instead of conventional purchasing. The book provides a rich, accessible, and actionable road map for understanding these important changes and their implications, which every company and its leadership team needs to understand and address.\"\u003c\/p\u003e","brand":"Harvard Business Review Press","offers":[{"title":"Default Title","offer_id":49084219818327,"sku":"9781633697003","price":21.85,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781633697003.jpg?v=1725551434"},{"product_id":"evolving-with-inclusive-business-in-emerging-markets-managing-the-new-bottom-line-9781637424032","title":"Evolving with Inclusive Business in Emerging","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eThis book discusses the attributes of inclusive business by engaging people (customers and stakeholders) in creating social and customer values and enhancing business growth among customer-centric companies. \u003c\/b\u003e\u003cp\u003eCorporate policy and implications of the inclusiveness in businesses on social development constitute the core discussion in this book.  Inclusivity concepts and arguments are endorsed by case studies across the developing economies. Philosophy and practices of inclusive business through theoretical foundations, design arguments, and managerial analysis has been discussed across five chapters.\u003c\/p\u003e\u003cp\u003eDiscussion on the success of inclusive businesses in the context of innovation, technology, and new product development which motivated people-led companies to adapt to agile business modeling and drive co-creation and coevolution initiatives are central to this book.\u003c\/p\u003e","brand":"Business Expert Press","offers":[{"title":"Default Title","offer_id":49084229812567,"sku":"9781637424032","price":26.96,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781637424032.jpg?v=1725551468"},{"product_id":"amazement-revolution-seven-customer-service-startegies-to-create-an-amazing-customer-employee-experience-9781608321063","title":"Amazement Revolution: Seven Customer Service","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eWhat is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completely on delivering an amazing customer-service experience. In this sequel to the Wall Street Journal best-selling book \"The Cult of the Customer\", Shep Hyken shares seven powerful strategies that any organisation can implement to create greater customer and employee loyalty. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. These strategies work, as evidenced by the more than seventy case studies and examples that Hyken shares throughout the book. These examples provide dozens of lessons that can and should be implemented immediately. Corporate and industry clients from all over the world have tapped into the expertise of Shep Hyken. His client list is a who's who in the business world. As an author and speaker, Hyken is known for his simple and direct strategies that help his clients build successful, customer-focused organisations.","brand":"Greenleaf Book Group LLC","offers":[{"title":"Default Title","offer_id":49372359786839,"sku":"9781608321063","price":19.35,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9781608321063.jpg?v=1730162853"},{"product_id":"moments-of-truth-9780060915803","title":"Moments of Truth","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eThe president and CEO of Scandinavia Airlines details how to restructure an organization so that customer needs take priority, how to best utilize employees who deal directly with  customers, and how to increase employee motivation.","brand":"HarperCollins Publishers Inc","offers":[{"title":"Default Title","offer_id":49399634264407,"sku":"9780060915803","price":13.6,"currency_code":"GBP","in_stock":true}]},{"product_id":"know-what-youre-for-9780310356318","title":"Know What Youre FOR","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eKnow What You’re FOR details an effective growth strategy for businesses and nonprofits by closing the gap between two simple questions: What do you want to be known FOR? What are you known FOR? When the two answers match, organizations gain incredible momentum by unleashing the most powerful marketing force there is: lasting word-of-mouth support.","brand":"Zondervan","offers":[{"title":"Default Title","offer_id":49401617973591,"sku":"9780310356318","price":999.99,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780310356318.jpg?v=1730478000"},{"product_id":"the-best-service-is-no-service-how-to-liberate-your-customers-from-customer-service-keep-them-happy-and-control-costs-9780470189085","title":"The Best Service is No Service How to Liberate","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eIn this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrongeliminating the \u003ci\u003eneed\u003c\/i\u003e for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. \u003ci\u003eThe Best Service Is No Service\u003c\/i\u003e outlines these seven principles to deliver the best service that ultimately leads to no service:  \u003cul\u003e \u003cli\u003eEliminate dumb contacts\u003c\/li\u003e \u003cli\u003eCreate engaging self-service\u003c\/li\u003e \u003cli\u003eBe proactive\u003c\/li\u003e \u003cli\u003eMake it easy to contact your company\u003c\/li\u003e \u003cli\u003eOwn the actions across the company\u003c\/li\u003e \u003cli\u003eListen and act\u003c\/li\u003e \u003cli\u003eDeliver great service experiences\u003c\/li\u003e \u003c\/ul\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTrade Review\u003c\/b\u003e\u003cbr\u003e\"admirably straightforward book… refreshingly no-nonsense\". (\u003ci\u003eFinancial Times\u003c\/i\u003e , Thursday 27th March 2008)\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cp\u003eIntroduction: Why We Wrote This Book xi\u003c\/p\u003e \u003cp\u003e1 Challenge Customer Demand for Service: Instead of Coping with Demand 1\u003c\/p\u003e \u003cp\u003e2 Eliminate Dumb Contacts: Instead of Handling Them Again and Again 29\u003c\/p\u003e \u003cp\u003e3 Create Engaging Self-Service: Instead of Preventing Contact 65\u003c\/p\u003e \u003cp\u003e4 Be Proactive: Instead of Waiting to Respond 99\u003c\/p\u003e \u003cp\u003e5 Make It Really Easy to Contact Your Company: Instead of Dodging the Bullet 125\u003c\/p\u003e \u003cp\u003e6 Own the Actions Across the Organization: Instead of Blaming Customer Service 165\u003c\/p\u003e \u003cp\u003e7 Listen and Act: Instead of Letting Customer Insights Slip Away 203\u003c\/p\u003e \u003cp\u003e8 Deliver Great Service Experiences: How to Delight Customers with\u003c\/p\u003e \u003cp\u003eAwesome Support When They Need It 241\u003c\/p\u003e \u003cp\u003eAppendix A: Best Service Survey 277\u003c\/p\u003e \u003cp\u003eAppendix B: Glossary 287\u003c\/p\u003e \u003cp\u003eAppendix C: Bibliography 293\u003c\/p\u003e \u003cp\u003eNotes 299\u003c\/p\u003e \u003cp\u003eAcknowledgments 301\u003c\/p\u003e \u003cp\u003eAbout the Authors 305\u003c\/p\u003e \u003cp\u003eIndex 307\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49402302529879,"sku":"9780470189085","price":20.4,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780470189085.jpg?v=1730479999"},{"product_id":"microsoft-dynamics-crm-4-for-dummies-9780470343258","title":"Microsoft Dynamics CRM 4 For Dummies","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eCustomer relationship management, or CRM, is certainly a hot topic in business today. If you have a small or medium-sized business, chances are you're already aware of all it can do for you.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eIntroduction.\u003c\/b\u003e  \u003cp\u003e\u003cb\u003ePart I: Microsoft CRM Basics.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 1: Taking a First Look at Microsoft CRM 4.\u003c\/p\u003e \u003cp\u003eChapter 2: Using the Outlook Client — Or Not.\u003c\/p\u003e \u003cp\u003eChapter 3: Navigating the Microsoft CRM System.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart II: Setting Things Up.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 4: Personalizing Your System.\u003c\/p\u003e \u003cp\u003eChapter 5: Managing Territories.\u003c\/p\u003e \u003cp\u003eChapter 6: Managing Business Units and Teams.\u003c\/p\u003e \u003cp\u003eChapter 7: Using the Product Catalog.\u003c\/p\u003e \u003cp\u003eChapter 8: Understanding Security and Access Rights.\u003c\/p\u003e \u003cp\u003eChapter 9: Implementing Business Rules and Workflow.\u003c\/p\u003e \u003cp\u003eChapter 10: Creating and Running Reports.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart III: Managing Sales.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 11: Setting Sales Quotas and Dealing with Forecasts.\u003c\/p\u003e \u003cp\u003eChapter 12: Handling Leads and Opportunities.\u003c\/p\u003e \u003cp\u003eChapter 13: Working with Accounts and Contacts.\u003c\/p\u003e \u003cp\u003eChapter 14: Creating and Managing Activities.\u003c\/p\u003e \u003cp\u003eChapter 15: Using Notes and Attachments.\u003c\/p\u003e \u003cp\u003eChapter 16: Generating Quotes, Orders, and Invoices.\u003c\/p\u003e \u003cp\u003eChapter 17: Setting Up Sales Literature and Dealing with Competitors.\u003c\/p\u003e \u003cp\u003eChapter 18: Implementing Sales Processes.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart IV: Making the Most of Marketing.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 19: Targeting Accounts and Contacts.\u003c\/p\u003e \u003cp\u003eChapter 20: Managing Campaigns.\u003c\/p\u003e \u003cp\u003eChapter 21: Integrating Your Web Site.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart V: Taking Care of Your Customers.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 22: Working with Cases.\u003c\/p\u003e \u003cp\u003eChapter 23: Managing Your Subjects.\u003c\/p\u003e \u003cp\u003eChapter 24: Creating and Using the Knowledge Base.\u003c\/p\u003e \u003cp\u003eChapter 25: Managing Queues.\u003c\/p\u003e \u003cp\u003eChapter 26: Working with Contracts.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart VI: The Part of Tens.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 27: The Top 10 (or So) Add-on Products for Microsoft CRM 4.\u003c\/p\u003e \u003cp\u003eChapter 28: Ten Ways to Get Help.\u003c\/p\u003e \u003cp\u003eAppendix A: Converting to Microsoft CRM.\u003c\/p\u003e \u003cp\u003eAppendix B: Managing Your Data.\u003c\/p\u003e \u003cp\u003e\u003cb\u003eIndex.\u003c\/b\u003e\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49402315964759,"sku":"9780470343258","price":16.99,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780470343258.jpg?v=1730480044"},{"product_id":"sugarcrm-for-dummies-9780470384626","title":"SugarCRM For Dummies","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eSugarCRM is an innovative customer relationship management software solution that enhances your company's marketing effectiveness, drives sales performance, improves customer satisfaction, and provides executive insight into business performance.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003eIntroduction.  \u003cp\u003e\u003cb\u003ePart I: Adding Sugar to Your Life.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 1: Adding Sugar to Your Life.\u003c\/p\u003e \u003cp\u003eChapter 2: Acquiring a Sweet Tooth.\u003c\/p\u003e \u003cp\u003eChapter 3: Finding Your Way Around Sugar.\u003c\/p\u003e \u003cp\u003eChapter 4: Working with Accounts, Contacts, and Leads.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart II: Cooking with Sugar.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 5: Keeping Track of the Sweet Things in Life.\u003c\/p\u003e \u003cp\u003eChapter 6: Creating a Project Isn’t a Major Project.\u003c\/p\u003e \u003cp\u003eChapter 7: Working with Opportunities.\u003c\/p\u003e \u003cp\u003eChapter 8: Working with Documents.\u003c\/p\u003e \u003cp\u003eChapter 9: Watching Your Sugar Content.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart III: A Spoonful of Sugar Keeps Your Customers Happy.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 10: Adding a Bit of Case Management.\u003c\/p\u003e \u003cp\u003eChapter 11: Keeping Bugs Out of the Sugar Bowl.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart IV: Sharing the Sugar Bowl.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 12: Adding Sugar to Your E-mail.\u003c\/p\u003e \u003cp\u003eChapter 13: Campaigning Doesn’t Just Occur in an Election Year.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart V: Working with Extra-Strength Sugar.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 14: Sweetening the Deal.\u003c\/p\u003e \u003cp\u003eChapter 15: Adding an Extra Lump of Sugar.\u003c\/p\u003e \u003cp\u003eChapter 16: The Administrator’s Recipe Book.\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart VI: The Part of Tens.\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 17: Ten Reasons to Upgrade to the Professional or Enterprise Version.\u003c\/p\u003e \u003cp\u003eChapter 18: Ten Ways to Make Your Life Even Sweeter.\u003c\/p\u003e \u003cp\u003eChapter 19: Ten Ways to Become a Master Sugar Chef.\u003c\/p\u003e \u003cp\u003eIndex.\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49402319962455,"sku":"9780470384626","price":22.94,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780470384626.jpg?v=1730480060"}],"url":"https:\/\/bookcurl.com\/collections\/customer-services.oembed?page=4","provider":"Book Curl","version":"1.0","type":"link"}