Sales and marketing Books

Book SynopsisAbout our authors Kenneth C. Laudon was a professor of information systems at New York University School of Business. He held a BA in economics from Stanford and a PhD from Columbia University. He authored 12 books dealing with electronic commerce, information systems, organizations, and society. Professor Laudon wrote more than 40 articles concerning social, organizational, and management impacts of information systems, privacy, ethics, and multimedia technology. At NYU's Stern School of Business, Ken Laudon taught courses on Managing the Digital Firm, Information Technology and Corporate Strategy, Professional Responsibility (Ethics), and Electronic Commerce and Digital Markets. Ken Laudon's hobby was sailing. Carol Guercio Traver is a graduate of Yale Law School and Vassar College. She has many years of experience representing major corporations, as well as small and medium-sized businesses, as an attorney with NYC law firmTable of ContentsPART I: INTRODUCTION TO E-COMMERCE The Revolution is Just Beginning E-commerce Business Models and Concepts PART II: TECHNOLOGY INFRASTRUCTURE FOR E-COMMERCE E-commerce Infrastructure: The Internet, the Web, and the Mobile Platform Building an E-commerce Presence: Websites, Mobile Sites, and Apps E-commerce Security and Payment Systems PART III: BUSINESS CONCEPTS AND SOCIAL ISSUES E-commerce Marketing and Advertising Concepts Social, Mobile, and Local Marketing Ethical, Social, and Political Issues in E-commerce PART VI: E-COMMERCE IN ACTION Online Retail and Services Online Content and Media Social Networks, Auctions, and Portals B2B E-commerce: Supply Chain Management and Collaborative Commerce Index

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Book SynopsisZeithaml/Bitner/Gremler, Services Marketing introduces readers to the vital role that services play in the economy and its future. Services dominate the advanced economies of the world, and virtually all companies view services as critical to retaining their customers.    Managerial focused approach emphasizing the knowledge needed to implement service strategies for competitive advantage across industries.  New chapter on Artificial Intelligence and Service Robotics and the implications for service marketing.  New research references and examples in every chapter of new business models such as Airbnb and Uber along with greater emphasis on technology, digital and social marketing, Big Data, and data analytics as a service.  McGraw Hill's Connect provides personalized reading experience with Smartbook, variety of test bank questions and Application-Based Activities supporting criTable of ContentsTable of ContentsPart 1: Foundations for Service Marketing1. Introduction to Services2. Conceptual Framework of the Book: The Gaps Model of Service QualityPart 2: Focus on the Customer3. Customer Expectations of Service4. Customer Perceptions of ServicePart 3: Understanding Customer Requirements5. Listening to Customers through Research6. Managing Customer Relationships7. Service RecoveryPart 4: Aligning Service Design and Standards8. Service Innovation and Design9. Customer-Defined Service Standards10. Physical Evidence and the ServicescapePart 5: Delivering and Performing Service11. Employees’ Roles in Service12. Customers’ Roles in Service13. Managing Demand and CapacityPart 6: Managing Service Promises14. Integrated Service Marketing Communications15. Pricing of ServicesPart 7: Service Trends: AI, Robotics, and the Bottom Line16. Artificial Intelligence and Robotics in Service17. The Financial and Economic Impact of Service

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Book SynopsisTable of Contents1. Strategic Brand Communication 2. Advertising 3. Public Relations 4. Action and Interaction: Direct Response and Promotions 5. How Brand Communication Works 6. Strategic Research 7. Segmenting and Targeting the Audience 8. Strategic Planning 9. Creative Side 10. Promotional Writing 11. Direct Response 12. Media Basics 13. Paid Media 14. Owned, Interactive, and Earned Media 15. Media Planning and Negotiation 16. IMC Management 17. Evaluating IMC Effectiveness 18. Social Impact, Responsibility, and Ethics: Is it Right?

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Book SynopsisRory Sutherland is the Vice Chairman of Ogilvy UK and the founder of the behavioural science practice. He writes the Spectator's Wiki Man' column, presents series for BBC Radio 4, serves on the advisory board of The Evolution Institute, and is former President of the IPA (Institute of Practitioners in Advertising). The IDM (Institute of Direct and Digital Marketing) awarded Sutherland an Honorary Life Fellowship. His TED talks have over 6.5 million views. He authored a collection of blog posts, interviews, tweets and reference materials, The Wiki-Man, in 2011, and his first book Alchemy was published in 2019.Trade ReviewThis is a breakthrough book: Mother Reality makes sense in her own way. She yields her secrets to practitioners, almost never to academics - something psychologists, economists and non-skin in the game people, no matter what they say, are functionally unable to grasp. And the book is funny as hell: I smiled and laughed at every paragraph. Furthermore, this is the first such treatise written by someone who had true contact with reality via something called a P/L.And this is wonderfully applicable to about everything in life, from how to announce airplane delays to how to handle unsold opera tickets.Buy two copies of this book in case one is stolen. * Nassim Nicholas Taleb, scholar and former trader; author of the Incerto. *Revelatory and entertaining * The Sunday Times *Reading Alchemy was, as its title promised, the process of turning paper and print into gold. Veins of wisdom regarding human functioning emerge regularly and brilliantly from the pages. Don't miss this book. * Robert Cialdini, bestselling author of Influence, Yes!, The Small BIG and Pre-suasion *Deeply original * Robert Trivers, evolutionary biologist and author of Deceit and Self-Deception *Sutherland’s book touches on many facets of life, but all come down to the importance of “psycho-logic”, or non-rational factors, in how we make decisions and how problems can be solved * CAMPAIGN magazine *

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Book SynopsisTable of Contents PART I: STRATEGIC BRAND MANAGEMENT: AN INTRODUCTION 1. Brands and Brand Management PART II: DEVELOPING A BRAND STRATEGY 2. Customer-Based Brand Equity and Brand Positioning 3. Brand Resonance and Brand Value Chain PART III: DESIGNING AND IMPLEMENTING BRAND MARKETING PROGRAMS 4. Choosing Brand Elements to Build Brand Equity 5. Designing Marketing Programs to Build Brand Equity 6. Integrating Marketing Communications to Build Brand Equity 7. Branding in the Digital Era 8. Leveraging Secondary Brand Associations to Build Brand Equity PART IV: MEASURING AND INTERPRETING BRAND PERFORMANCE 9. Developing a Brand Equity Measurement and Management System 10. Measuring Sources of Brand Equity: Capturing Customer Mind-Set 11. Measuring Outcomes of Brand Equity: Capturing Market Performance PART V: GROWING AND SUSTAINING BRAND EQUITY 12. Designing and Implementing Brand Architecture Strategies 13. Introducing and Naming New Products and Brand Extensions 14. Managing Brands Over Time 15. Managing Brands Over Geographic Boundaries and Market Segments PART VI: CLOSING PERSPECTIVES 16. Closing Observations

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Book SynopsisChris Fill BA, MSc. is a Director of Fillassociates and was a Principal Lecturer at the University of Portsmouth. He was also a Fellow and for 15 years, Senior Examiner for Marketing Communications at the Chartered Institute of Marketing. He has worked with the Institute of Practitioners in Advertising on special projects and for clients in the UK and overseas. Having authored over 36 textbooks, and published papers in many leading academic journals, he is recognised internationally for his contribution to marketing communications. Sarah Turnbull Ph.D., MBA, MSc, FCIM, FHEA, is Professor of Marketing at the University of Portsmouth. Sarah is a Freeman of the Worshipful Company of Marketors and a Fellow of The Chartered Institute of Marketing. Prior to joining academia she worked in a number of global advertising agencies. Her research on advertising practice and creativity has been published in leading acaTable of ContentsPreface Acknowledgements Part 1 An introduction to marketing communications The scope of marketing communications Communication: theory, interactivity and influencers Understanding buyer behaviour and improving engagement How does marketing communications work? Part 2 Managing marketing communications Marketing communications: strategies and planning Marketing communications: objectives and positioning Branding and marketing communications Integrated marketing communications Budgeting and evaluation Part 3 The marketing communications mix Advertising: role, forms and strategy Public relations and sponsorship Direct marketing and sales promotion Brand: placement, experience and packaging Content: messages, credibility and creative approaches Media: principles, practice and formats Media planning: concepts and practices Author index Subject index Credits

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Book SynopsisAbout our authors Michael R. Solomon, PhD, is the Dirk Warren '50 Sesquicentennial Chair and Professor of Marketing in the Haub School of Business at Saint Joseph's University in Philadelphia. Before joining the Saint Joseph's faculty in the fall of 2006, he was the Human Sciences Professor of Consumer Behavior at Auburn University. Prior to that, he was chair of the Department of Marketing in the School of Business at Rutgers University, New Brunswick, New Jersey. Professor Solomon began his academic career in the Graduate School of Business Administration at New York University (NYU), where he also served as Associate Director of NYU's Institute of Retail Management. He earned his BA degrees in psychology and sociology magna cum laude at Brandeis University and a PhD in social psychology at the University of North Carolina at Chapel Hill. In 1996 he was awarded the Fulbright/FLAD Chair in Market Globalization by the US Fulbright Commission and the GovernmTable of ContentsSECTION 1: FOUNDATIONS OF CONSUMER BEHAVIOR Buying, Having, and Being: An Introduction to Consumer Behavior Consumer Ethics, the Marketplace, and the Planet SECTION 2: MAKING SENSE OF THE WORLD Perceiving and Making Meaning Learning, Remembering and Knowing Motivation SECTION 3: BUYING AND HAVING: CHOOSING AND USING PRODUCTS Attitudes and How to Change Them Deciding Buying, Using, and Disposing SECTION 4: BEING: USING PRODUCTS TO CREATE AND COMMUNICATE IDENTITY Identity and the Self Personality, Lifestyles, and Values Social and Cultural Identity SECTION 5: BELONGING How Groups Define Us Social Class and Status Culture APPENDICES Data Cases Careers in Consumer Research Consumer Research Methods Sources of Secondary Data

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Book SynopsisThis book offers guidance to company leaders, marketers and entrepreneurs in delivering effective advertising.

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Book SynopsisIf you want to be the best, you have to have the right skillset.From effective SEO and Search marketing to mastering mobile and content marketing, THE ULTIMATE DIGITAL MARKETING BOOK is a dynamic collection of tools, techniques, and strategies for success. Short, punchy chapters mean you can read up quickly and start applying what you''ve learned immediately.Discover the main themes, key ideas and tools you need and bring it all together with practical exercises.This is your complete course in digital marketing.ABOUT THE SERIESULTIMATE books are for managers, leaders, and business executives who want to succeed at work. From marketing and sales to management and finance, each title gives comprehensive coverage of the essential business skills you need to get ahead in your career. Written in straightforward English, each book is designed to help you quickly master the subject, with fun quizzes embedded so that you can check how you''re doing

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Book SynopsisMarty Neumeier is an author, designer, and business adviser. His previous whiteboard books includes The Brand Gap, widely considered the foundation of modern brand-building; ZAG, named one of the top hundred business books of all time for its insights into brand strategy; The Designful Company, a guide to building a culture of nonstop innovation; and The 46 Rules of Genius, which lays out a universal map to innovation mastery.    In 1996, Neumeier founded Critique magazine, the first journal about design thinking. He has worked closely with innovative companies such as Apple, Netscape, Sun Microsystems, Adobe, Google, and Twitter to help advance their brands and cultures.     Today he serves as Director of Transformation for Liquid Agency in Silicon VaTrade Review"Marty Neumeier does it again: with his finger firmly on the future of branding, he shreds conventional marketing wisdom. Read this book!" -NIRAJ DAWAR, author of Tilt, professor at the Ivey Business School "The Brand Flip will absolutely be the new bible for branding. It goes immediately onto my list of the top books I've ever read." -JOHN SPENCE, AUTHOR OF AWESOMELY SIMPLE AND "TOP 100 BUSINESS THOUGHT LEADER" "An exhilarating dive into the big new truth: companies don't make brands, customers do." -ROBERT JONES, STRATEGIST AT WOLFF OLINS AND PROFESSOR AT UNIVERSITY OF EAST ANGLIA "Timeless marketing wisdom applied to a tricky future." -ROGER MARTIN, MANAGEMENT THINKER, AUTHOR OF THE DESIGN OF BUSINESS "Marty Neumeier is a master storyteller, making this powerful book as enjoyable to read as it is illuminating. The psychology of consumers has fundamentally changed over the last decade. Marty takes the 'daunting' out of the daunting task of adapting to this change." -KIT YARROW, PH.D, CONSUMER PSYCHOLOGIST AND AUTHOR OF DECODING THE CONSUMER MIND Insight! Marty Neumeier brings incisive clarity to that disorienting encounter between real people, societal change, and business strategy. Just flip! -RIC GREFE, EXECUTIVE DIRECTOR OF AIGA, THE PROFESSIONAL ASSOCIATION FOR DESIGN "Marty Neumeier brilliantly groks how changes in the 'human capital' of customers can transform the brand equity of products and services. THE BRAND FLIP is the investment manual for marketers who want to make that human capital even more valuable." -MICHAEL SCHRAGE, AUTHOR OF WHO DO YOU WANT YOUR CUSTOMERS TO BECOME? "Get smart: Read THE BRAND FLIP and learn a) why customers want to take over your brand, and b) how to help them do it." -GREG PETROFF, CHIEF EXPERIENCE OFFICER AT GETable of ContentsINTRODUCTION 1 FLIPPING THE BRAND Products –> Meaning Selling –> Enrolling Company identity –> Customer identity Transactions –> Relationships Buyer beware –> Seller beware Tangible –> Immaterial Better products –> Better customers Customer segments –> Customer tribes Brands –> Movements 2 LEADING THE TRIBE Authority –> Authenticity Punishment –> Protection Captive audience –> Engaged participants Customer base –> Fan base Competing –> Differentiating Features –> Experience Story telling –> Story making Cost-based pricing –> Relationship pricing Static brands –> Liquid brands 3 FLIPPING THE CULTURE Value protection –> Value creation Monolithic planning –> Fluid planning Investor rhythms –> Customer rhythms Rigid hierarchies –> Flexible roles Insularity –> Inclusiveness Conformity –> Troublemaking Rivalry –> Collaboration Generic skills –> Branded skills Analysis –> Action 4 DESIGNING THE WAY FORWARD Deciding the future –> Designing the future Grand schemes –> Cheap experiments Certainty –> Empathy Linear process –> Swarming Assumptions –> Testing Compromise –> Common ground Over-choice –> Simplicity Logic –> Magic Satisfaction –> Empowerment THE FLIP CHART RECOMMENDED READING ABOUT THE AUTHOR INDEX

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Book SynopsisTable of Contents I: Understanding Marketing Management 1.Defining Marketing for the New Realities 2.Developing and Implementing Marketing Strategies and Plans 3.Capturing Marketing Insights and Forecasting Demand II: Connecting with Customers 4.Creating Long-term Loyalty Relationships 5. Analyzing Consumer and Business Markets III: Building Strong Brands 6.Identifying Market Segments and Targets 7.Crafting the Brand Positioning 8.Creating Brand Equity and Driving Growth IV: Shaping the Market Offerings 9. Setting Product Strategy and Introducing New Offerings 10. Designing and Managing Services 11. Developing Pricing Strategies and Programs V: Delivering Value 12. Designing and Managing Integrated Marketing Channels 13. Managing Retailing, Wholesaling, and Logistics VI: Communicating Value 14. Designing and Managing Integrated Marketing Communications 15. Managing Digital Communications 16. Managing Mass Communications 17. Managing Personal Communications VII: Managing the Marketing Organization for Long-Term Success 18. Conducting Marketing Responsibly in the Global Economy

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Book SynopsisSince the release of Doug Stephens’ first book, The Retail Revival, change in the global retail sector has accelerated beyond even the boldest forecasts. As predicted, online giants like Amazon and Alibaba.com are growing at a dizzying pace. Hundreds of well-known brick and mortar retailers have closed their doors, and brands and retailers across categories are struggling to understand the shifting needs and expectations of a new consumer. Picking up where The Retail Revival left off, Reengineering Retail explores the coming revolution in the global retail and consumer goods market, offering sales and marketing executives a roadmap to the future. Author and internationally renowned consumer futurist, Doug Stephens, paints a bold vision of the future where every aspect of the retail experience as we know it, will be radically transformed. From online to bricks and mortar, the very concept of what stores are, how consumers shop them, and even the core economic model for revenue, will be will be profoundly reinvented; changes sure to affect not only retailers large and small but any business with a stake in the global retail industry. Infused with real world examples and interviews with industry disruptors, Reengineering Retail illustrates the vast opportunities at play for bold brands and business leaders. Stephens’ strategies will provide businesses with the foresight required to move quickly and effectively into the future.Trade Review“Ten years ago, walking into a cool boutique to see a DJ spinning was novel. Today, it’s about the least a store can do to keep up with the times. Brands and retailers that are standing out are pulling out the stops to turn shopping into a rich and immersive experience that leverages technology. Doug’s book sets out a roadmap for how to best compete in this new retail world” —Harley Finkelstein, COO, Shopify“Doug Stephens sounds the alarm for brick-and-mortar retailers (and their landlords), and those who do not heed his advice do so at their own peril. Reengineering Retail is a survival guide for those of us navigating a sea change in physical retail.” —Mark Toro, Founder and Managing Partner, North American Properties–Atlanta, Ltd.“Disruption is facing every business. Retail is feeling the brunt of it. Technology changes everything. Software eats retail in a one-click and swipe-right world. Retailers talk about omnichannel and customer-centricity, but look at the landscape. It's hard to be optimistic. Still, big thinkers like Doug Stephens and his latest book, Reengineering Retail, draw the map and demonstrate what retailers need to think and do in this landscape. If you sell stuff, this is a must-read.” —Mitch Joel, President, Mirum. Author of Six Pixels of Separation and CTRL ALT Delete.“Retail is no longer linear—it doesn’t live in a protected tower—and it’s arguably facing its greatest disruption ever! Doug Stephens’ latest book, Reengineering Retail, shines the spotlight on the new ecosystem, one that feeds off innovation, the redefinition and refinement of customer experience, authenticity, value, excitement and experimentation. Doug’s book challenges us to look at disruption more than by assuming that one form of retail will win over another—simply put, the book forces us to understand the power of personalization and customer engagement—the lifeblood of our new retail world.” —Diane J. Brisebois, President & CEO, Retail Council of Canada“Doug Stephens paints a vivid picture of the massive disruption and reinvention that is occurring in the retail landscape. Reengineering Retail offers valuable insights into how the physical and the digital retailing worlds will augment each other and combine to create customer experiences that we can only imagine today. This book is a must-read and a wakeup call to any retailers that have been technological laggards.” —Ramesh Venkat, Ph.D., Director, David Sobey Centre for Innovation in Retailing, Saint Mary’s University

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Book SynopsisSHORTLISTED FOR THE CMI MANAGEMENT BOOK OF THE YEAR INNOVATION AND ENTREPRENEURSHIP AWARDNetflix, Spotify, and Salesforce are just the tip of the iceberg for the subscription model. The real transformation--and the real opportunity--is just beginning---Today''s consumers prefer the advantages of access over the hassles of ownership. It''s not just internet services like Netflix and Spotify; even industrial firms like GE and Caterpillar are reinventing themselves as solutions providers. Whether you sell software, clothes, insurance, or industrial machines, you need to master the transition to the subscription model.Adapting to the subscription economy takes more than just deciding to sell subscriptions instead of products. You''ll have to reinvent your company from the inside out -- from your accounting to your entire IT architecture. No matter how large or small your company, Subscribed gives you a practical, step-by-step framework to reTrade ReviewThis book is ostensibly about subscription models, but it's ultimately about the future of business. In Subscribed, you'll learn from the masters of this business model and fundamentally change the way you think about your product, customers, growth, and talent -- no matter what industry you're in -- Aaron Levie * CEO and Founder of Box *Tien Tzuo, who I was lucky enough to hire as my eleventh employee at Salesforce, has written the definitive playbook for anyone navigating the most important business model shift of our time. The subscription model is exploding everywhere, and nobody knows how to steer through this shift better than Tien -- Marc Benioff * Chairman & CEO of Salesforce *Tien Tzuo is the godfather of the subscription economy and now he shares his unparalleled wisdom in this book. A must read for anyone who wants to have a breakout company. -- Maynard Webb * Author of Rebooting Work *Tzuo dissects the building blocks of what may be the greatest shift in business in the last twenty years; the move to a recurring revenue/subscription based model. For any business looking to break the chains of episodic, transactional commerce, Tien's book is a must-read -- Scott Galloway * Professor of Marketing, NYU Stern, author of The Four *Subscribed shows you how to keep customers coming back for more. The implications for product design are enormous -- Nir Eyal * author of Hooked: How to Build Habit-Forming Products *All in all, Tien's book is spot-on. It has just the right blend of background information about the Subscription Economy and best practices -- Tom Taulli * Forbes *

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Book SynopsisTable of ContentsForeword The Democracy of Objections by Mark Hunter ix Introduction It Wasn’t Supposed To Be This Book 1 Chapter 1 Asking—The Most Important Discipline in Sales 5 Chapter 2 How to Ask 11 Chapter 3 The Four Objections You Meet in a Deal 21 Chapter 4 The Science of Resistance 27 Chapter 5 Objections Are Not Rejection, But They Feel That Way 49 Chapter 6 The Science Behind the Hurt 55 Chapter 7 The Curse of Rejection 59 Chapter 8 Rejection Proof 65 Chapter 9 Avoiding Objections Is Stupid 85 Chapter 10 Prospecting Objections 99 Chapter 11 Yes Has a Number 119 Chapter 12 Red Herrings 129 Chapter 13 Micro-Commitment Objections 145 Chapter 14 Buying Commitment Objections 159 Chapter 15 Bending Win Probability in Your Favor 183 Chapter 16 The Relentless Pursuit of Yes 195 Notes 203 Acknowledgments 207 About the Author 209 Training, Workshops, and Speaking 211 Index 213

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Book SynopsisThis brand strategy book is a carefully curated collection of the best brand-thinking over the last decade or so, adapted specifically for our time. Use it to position your brand and to stand out amongst the competition. Give your brand a personality people can identify with. Give folks good reason to stay loyal, and to support and cheer on your brands next project. Strong brands are more profitable, attract the best talent, and are highly valued. This book is a toolbox for everyone who sees the value of digging a little deeper, to aim much higher.

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Book SynopsisApplying the principles of marketing to nonprofit organisations and the fundraising sector is vital for the modern fundraiser who wants to increase profitability and diversify their fundraising efforts in this challenging industry. This comprehensive how-to guide provides a thorough grounding in the principles underpinning professional practices and critically examines the key issues in fundraising policy, planning and implementation. This new edition of Fundraising Management builds on the successful previous editions by including an integrated theoretical framework to help fundraisers develop a critical and reflective approach to their practice. Also new to this edition are how-tos on budgeting and making a strong and compelling case for investment, two vital core skills, as well as comprehensive coverage of digital fundraising and fundraising through social media. The new edition also accounts for recent changes in the fundraising environment, notably in the UK, the introduction of a new fundraising regulator and new thinking on professional ethics.Combining scholarly analysis with practical real-life examples, Fundraising Management has been endorsed by the Chartered Institute of Fundraising, and is mapped to the Certificate and Diploma in Fundraising, making it the definitive guide to best practice both in the UK and globally. This is a clear, problem-solving guide that no fundraising student or professional should be without.Trade Review "This book will help fundraisers become better practitioners by thinking differently. The blend of solid professional practice and academic rigour (including the latest research findings) are expertly woven together. That’s really what differentiates this book – it’s genuinely a fundraising textbook rather than a 'how-to' guide. The goal, shared by the Chartered Institute, is to help fundraisers apply rigorous critical thinking to their practice, to improve results and to improve the fundraising profession as a whole."Peter Lewis, Chief Executive of the Chartered Institute of Fundraising"Fundraising Management is updated and relevant for 2021. It remains a sound academic textbook, drawing on the latest research findings but it is also a really practical how-to guide. It draws on some of the most inspirational fundraising case studies of 2020 and pulls together some of that recent best practice and those theories that have stood the test of time. The structure and level of detail puts demands on the student to engage with the text and apply its theory to their donors, their stakeholders and their teams. In particular the new chapter on making the case for investment answers probably the most commonly asked question of fundraisers today. This edition sets a new standard of achieving fundraising greatness in a challenging environment and helps those studying to make the best decisions for their organisations. It is essential reading for the ambitious fundraising manager."Alan Clayton, Director of Philanthropy and Fundraising"Sargeant and George have achieved a really useful balance of fundraising practice and academic evidence. The chapter on legacy fundraising sets out practical tips on how to grow your legacy income as part of a long-term market opportunity and legacy marketing strategy. They make a compelling case for investment in fundraising activity and in the skills of fundraisers. This is a vital resource for fundraisers that want to improve their understanding of what motivates pledgers, donors and philanthropists to give. Recommended reading for all fundraisers seeking to improve their ability to assess current fundraising practice."Rob Cope, Director of Remember A CharityTable of Contents1. The History and Development of Fundraising Practice 2. Fundraising Planning: The Fundraising Audit 3. Marketing Research for Fundraising 4. Understanding Giving 5. Strategic Planning: The Fundraising Plan 6.Fundraising Reporting 7.Donor Recruitment 8. Making the Case for Investment 9. Donor Development 10. Major Giving Fundraising 11. Legacies and In-Memoriam Giving 12. Community Fundraising 13. Corporate Fundraising 14. Trust and Foundation Fundraising 15. Digital Fundraising 16. Fundraising in Social Media 17. Managing Fundraising Teams 18. Leading Fundraising Teams 19. Legal and Ethical Aspects of Fundraising Management

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Book SynopsisAutomate or Die! Turn Your Marketing on Autopilot and Watch Your Business Grow. In No B.S. Guide to Successful Marketing Automation, renowned marketing experts Dan S. Kennedy and Parthiv Shah join forces to deliver straightforward, proven strategies for mastering marketing automation. This essential guide is your blueprint to leveraging cutting-edge technology and AI to elevate your marketing game. Discover How To:Meet your customers at the digital doorway with a funnel that actually works. Harness AI to supercharge your research and copywriting. Choose the right CRM to sell more and keep your customers coming back. Unlock more profits and scale your business effortlessly with automation. Effortless Marketing: Learn how software and technology empower your marketing efforts to operate autonomously. Expand Your Reach: Use campaign automation to grow your audience and boost revenue. Unlock the Power of AI: See how AI can revolutionize your business and fuel remarkable gro

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Book SynopsisThe world needs changing that much is clear. But how best to do it? Change how you vote? Get out and protest? Have an argument? The fact is that the power sits in your pocket. Changing how we spend our money has more potential to change the world than almost anything else we can do with our time on this planet.Consumer spending accounts for over 60% of GDP across the world and it will hit a staggering $77 trillion a year by 2029. But the vast majority of this money currently goes to businesses that are fuelling problems, through their packaging, formulations and practices, the same companies making huge profits and resisting change.But if we moved just 1% of spending to brands that are making a positive impact on our planet, this would amount to $700billion every year. And the good news is that it''s already happening.A rising tide of ''Change Brands'' are emerging across the world and acting as powerful catalysts to tack

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Book SynopsisConspiracy theories are legion. Conspiracies are rare. And of the few that do exist, fewer are ever discovered, let alone explained. This story is the exception. In 2016, media giant Gawker was forced to declare bankruptcy after a $140 million dollar judgment in court over an illegally recorded sex tape of Hulk Hogan. The case was no accident: it was the result of a nearly decade-long plot masterminded by Facebook and Paypal billionaire Peter Thiel. With exclusive access to all the key players, Ryan Holiday takes us behind the scenes of this extraordinary and at times surreal story, and transforms the events into both a dissection of that controversial methodology - conspiracy - and an eye-opening cautionary tale on the use, abuse and consequences of power and secrecy in the modern age.Trade ReviewThis book is the Art of War for any 21st century conspirator... a brilliant meditation on strategy, with numerous lessons -- Robert Greene, author * The 48 Laws of Power *This is a fantastic read about two thoroughly dislikeable men. * Sunday Times *Gripping narrative - Holiday has written one helluva page-turner. -- William D Cohan * New York Times *Riveting...an astonishing modern media conspiracy...that is a fantastic read. Holiday is a fine writer. He brilliantly elucidates... [with] a reporter's eye for detail. * The Sunday Times *Brilliant and terrifying -- Rich Cohen, author of The Fish that Ate the Whale and contributing editor of Vanity FairAn artful examination of how true power really works and how it affects all of us. -- Michael Lombardi, host of GM Street on The Ringer and former CLeveland Browns general managerEvery one of Ryan Holiday's books is appointment reading for me. If he writes it, I make the time to read it. -- Brian Koppelman, producer and creator * Billions *Praise for Ryan Holiday: 'Holiday is part Machiavelli, part Ogilvy, and all results -- Tim Ferriss * The 4-Hour Workweek *Holiday is one of his generation's finest thinkers -- Steven Pressfield, author * The War of Art *When playing for high stakes, Ryan Holiday is my secret weapon. His unique stealth manner makes him essential for winning. -- Aaron Ray, partner of the management company The CollectiveI don't have many rules in life, but one I never break is: If Ryan Holiday writes a book, I read it as soon as I can get my hands on it. -- Brian Koppelman, screenwriter and director, Rounders, Ocean’s Thirteen and Billions

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Book SynopsisGuided by famed marketing consultant and best-selling author Perry Marshall, sales and marketing professionals save 80 percent of their time and money by zeroing in on the right 20 percent of their market -- then apply 80/202 and 80/203 to gain 10X, even 100X the success. With a powerful 80/20 software tool (online, included with the book), sellers and marketers uncover how to slash time-wasters; advertise to hyper-responsive buyers and avoid tire-kickers; gain coveted positions on search engines; differentiate themselves from competitors and gain esteem in their marketplace. With the included tools they'll see exactly how much money they're leaving on the table, and how to put it back in their pockets. Sellers will identify untapped markets, high-profit opportunities and incremental improvements, gaining time and greater profit potential. Supported by online tools from Marshall, including The 80/20 Power Curve, a tool that helps you see invisible money, and a Marketing DNA Test, a personal assessment that zeroes in on one's natural selling assets, this timeless guide promises to change the game for seasoned and novice marketers and sellers.Trade ReviewPerry Marshall is a sales and marketing ninja. Read this book, apply the lessons, and slice your way to victory. -Chris Guillebeau, New York Times bestselling Author, The $100 Startup Perry Marshall is the Gene Schwartz of the 21st century. Schwartz's book, Breakthrough Advertising, is every bit as current as the first day it rolled off the press in 1966. Perry's work is like that. Perry has consulted with the best marketers on the planet for over a decade. He combines the attributes of the most calculated engineer with the artistry of a poet. He delivers the deepest dive into the "80/20 Principle" you've ever taken, as it applies to copywriting, buying traffic, scaling traffic, dominating markets, and sales conversion. 80/20 is not a rule of thumb; it's a law of nature and a way of life. If you are not following Perry's formula, you are leaving millions on the table. -Brian Kurtz, Executive Vice President, Boardroom Inc. Perry has been THE go-to wizard for using Google Adwords as the mega-valuable tool for entrepreneurs it was meant to be, and I recommend his materials without hesitation. Without his insights and advice on pay-per-click, I can't even imagine where many successful online business owners (in literally hundreds of industries) would be right now. Deservedly, Perry's now stepped into the mainstream and is no longer the best-kept secret of niche entrepreneurs. The unique tools in this book are game-changers for anyone looking to take their business to the next level. -John Carlton, Legendary Copywriter and President, Marketing Rebel Inc. Perry Marshall's teaching on 80/20 was so riveting I cancelled my appointments for the afternoon and read the entire manuscript. It is a gold mine in insight and depth. I am still processing it! -Lance Wallnau, President, Lance Learning Group Very often, the most powerful ideas in the world are laying around in plain sight unappreciated, poorly understood, and unused. One such idea was Google's AdWords system. It may be hard to believe now, but for many long months after it was released, this ingenious new approach to advertising --which now amounts to about about 90% of Google's prodigious income --was dismissed by the pay-per-click advertising experts of the time. The Pareto Principle is another idea that contains incredible, but largely untapped power. Many have heard of it, usually as the 80/20 Rule, but until recent years it was one of those 'so what?' factoids that most people fail to appreciate let alone do anything with. Amazingly, the same guy who first sorted out how to use Google AdWord's profitably, is the very same guy who has breathed fresh life into this most productive of mathematical insights. If you are a marketer or business owner, or anyone who wants to be more successful in this world, wrapping your head about the 80/20 Rule as it is explained by Perry Marshall will be the single most effective thing you can do all year, any year. -Ken McCarthy, CEO, Amacord, and Founder,The System Seminar for Internet Marketing Every once in a while, a book arrives that seems to speak the right message at the perfect time. 80/20 Sales and Marketing is one of those books, and one that will prove to be a milestone in the marketing canon. I hadn't finished the first few pages before I knew beyond doubt that I was reading something that would be extremely significant for my business, and my life. I barely blinked before I was halfway through! Perry Marshall has delivered a work of simple genius. He reveals a pattern that is so woven into natural law that, when you open your eyes to it, you'll see it all around you. Leaving no stone unturned, he then takes you by the hand through a complete business master class, covering marketing, personal effectiveness, time management, advertising, cash flow, hiring, firing, loving the work you do, and making a real difference. I can safely guarantee that 20% of this book will take your success to the next level, and within that just a few gems will skyrocket you to another place completely. -Ben Hunt, Author, Convert!: Designing Web Sites to Increase Traffic and Conversion Perry's 80/20 course was of those pesky life-changing experiences. Now I'm heading off to go do it. -Randall Ingermanson, Author, Writing Fiction for Dummies You will be stunned how scary accurate the Marketing DNA Test is. - Brad Richdale, Legendary Writer, Director, Producer, and Direct Marketer We have started using the DNA test on all candidates we interview, and it seems to be remarkably accurate and insightful. I say this with some qualification, having taken assessments by DIVINE and a DISC profile not too long ago. MarketingDNA stands with the big boys! -Hans Riemer, President, Market Vantage, LLC When I was a kid, my favorite board game was Chutes and Ladders. I loved it when I landed at the foot of a ladder and could take a short cut to victory. Reading 80/20 Sales and Marketing gives me the same feeling. Though Perry and the rest of us look at the same world, he sees the hidden order of things--the ladders to success that almost nobody recognizes. He's taken the 80/20 Principle farther than it's ever been taken before, and shares tools so powerful that I challenge anyone to implement these insights and not quintuple their business within two years. -Howard Jacobson, Author, Google AdWords for Dummies There are a lot of smart marketing gurus out there. At one time or another, I've been on most of their email lists and spent five figures on their products. But, if I had to choose just one to listen to, it'd be Perry. If you only pay attention to Perry Marshall when it comes to AdWords, you are missing the boat. From copywriting to conversions to email auto responders and much more, Perry has proven himself to be one of the most astute direct marketers and business strategists, online or offline, around today. -Adam Kreitman, Words That Click, CrazyEgg.com The fact that I have my own TV show in Poland is directly connected with Perry Marshall's 80/20 Productivity Express. -Gregory Mogilevsky, TV Host, "Biznes w Sieci" ("Business in the Net") on TVN CNBC in Poland, Warszawa, Poland I took Perry's 80/20 course last year and had the most productive year of my life. No exaggeration. -Michael Arnold, President,The Natural Fertility Experts Ltd, London, UK As of today for 2013, my client base is down 23%; revenue is up 43%. It's like I was in second gear for a year, and now I'm in fourth. More speed, less RPM. -Adam Libman, Libman Tax Strategy I bought the Perry Marshall marketing system quite a few years back, his book, Ultimate Guide to Google AdWords, white papers course, and a few other very useful courses and seminars and implemented them. I went from working all the time and killing myself to all of a sudden making more money, starting a second and third business and having a huge amount of time off when I wanted to! I still do a lot of work, but on my terms now. -Jade Sullivan, Access Trading I'm a productivity junkie, and I've done just about every book, training, or system, from Stephen Covey to David Allen. Perry's course has been some of the best teaching on this subject I've ever experienced. In the first session, I reclaimed an extra hour per day; by the third session, I totally revolutionized how I run my business. I was too busy to take it. Ha ha--I took it anyway. Cut my average workweek by about 20 hours and more than doubled, almost tripled, my income. Brought on two major, six-figure clients. Have two more knocking at my door right now. Literally booked solid. Fully on track to clear $1 million in revenue for this year. Made room for me to become a major contributor in my church, but not the way you think. Yes, we give money, but what I'm speaking about is the fact that I've been free to lead financial peace classes and be available in other ways, for my church. Stopped doing things that I was good at, but that were not the highest use of my time-- a major leverage point. -Ray Edwards, Founder & CEO, Ray Edwards International, Inc.

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Book SynopsisEveryone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong?  In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head.  The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality:  Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver.  The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

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Book SynopsisThe Best Story Wins provides fresh perspectives on the principles of Pixar-style storytelling, adapted by one of the studio’s top creatives to meet the needs of entrepreneurs, marketers, and business-minded storytellers of all stripes. Pixar movies have transfixed viewers around the world and stirred a hunger in creative and corporate realms to adopt new and more impactful ways of telling stories. Former Pixar and The Simpsons Animator and Story Artist Matthew Luhn translates his two and half decades of storytelling techniques and concepts to the CEOs, advertisers, marketers, and creatives in the business world and beyond. A combination of Luhn’s personal stories and storytelling insights, The Best Story Wins retells the “Hero’s Journey” story building methods through the lens of the Pixar films to help business minds embrace the power of storytelling for themselves!

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Book SynopsisBehavioral Science in the Wild helps managers understand how best to incorporate key research findings to solve their own behavior change challenges in the real world from lab to field. Behavioral Science in the Wild helps managers to implement research findings on behavioral change in their own workplace operations and to apply them to business or policy problems. As the second book in the Behaviourally Informed Organizations series, Behavioral Science in the Wild takes a step back to address the why and how behind the origins of behavioral insights, and how best to translate and scale behavioral science from lab-based research findings. Governments, for-profit enterprises, and welfare organizations have increasingly started relying on findings from the behavioral sciences to develop more accessible and user-friendly products, processes, and experiences for their end-users. While there is a burgeoning science thatTable of ContentsAcknowledgements Preface: Behavioral Science in the Wild Part 1: The Translation and Scaling Challenge 1. The Science of Translation and Scaling Nina Mažar and Dilip Soman 2. When Governments Use Nudges: Measuring Impact "At Scale" Elizabeth Linos 3. Prescriptions for Successfully Scaling Behavioral Interventions Laura Goodyear, Tanjim Hossain, and Dilip Soman 4. The Last Yard Problem: Tailoring of Behavioral Interventions for Scale Saugato Datta, Alissa Fishbane, Piyush Tantia, and Cassie Taylor 5. The Limited Importance of External Validity in Experimental Economics Colin F. Camerer Part 2: Some Popular Behavioral Interventions 6. Why Many Behavioral Interventions Have Unpredictable Effects in The Wild: The Conflicting Consequences Problem Indranil Goswami and Oleg Urminsky 7. Norm Nudging: How to Measure What We Want to Implement Cristina Bicchieri 8. The Fresh Start Effect: Motivational Boosts Beyond New Year’s Resolutions Jason Riis, Hengchen Dai, and Katherine L. Milkman 9. Reminders: Their Value and Hidden Costs Christina Gravert Part 3: Domain Specific Behavior Change Challenges 10. Applying Behavioral Insights to Cultivate Diversity and Inclusion Joyce C. He, Grusha Agarwal, and Sonia K. Kang 11. Sustainable Nudges for The Wild: Recommendations from Shift David J. Hardisty, Katherine White, Rishad Habib, and Jiaying Zhao 12. Start Communicating Effectively: Best Practices for Educational Communications Jessica Lasky-Fink and Carly D. Robinson 13. A Psychological “Vaccine” Against Fake News: From The Lab to Worldwide Implementation Sander van der Linden and Jon Roozenbeek 14. Developing Effective Healthy Eating Nudges Romain Cadario and Pierre Chandon 15. Wellness Rewarded: A “How To” On Designing Behavioral Science-Informed Financial Incentives To Improving Health (That Work) Marc Mitchell and Renante Rondina 16. Increasing Blood and Plasma Donations: Behavioral Ethical Scalability Nicola Lacetera and Mario Macis 17. Evidence-Based Interventions for Financial Well-Being Daniel Fernandes 18. Financial Inclusion: Lab-Based Approaches for Consumer Protection Policymaking in The Wild Rafe Mazer Part 4: Tools and Techniques 19. Implementing Behavioral Science Insights with Low-Income Populations in The Global South Chaning Jang, Neela A. Saldanha, Anisha Singh, and Jennifer Adhiambo 20. If You Want People to Accept Your Intervention, Don’t Be Creepy Patricia de Jonge, Peeter Verlegh and Marcel Zeelenberg 21. Digital Nudging: Using Technology to Nudge for Good Michael Sobolev 22. To Effectively Apply and Scale Behavioral Insights, Practitioners Must Be Scientific Nathaniel Barr, Michelle C. Hilscher, Ada Lê, David R. Thomson, and Kelly Peters 23. It’s All About the Soul! Why Sort, Order and Use Labeling Results in Smart Scorecards Claire Heard, Elena Reutskaja, and Barbara Fasolo 24. Applying Behavioral Interventions in A New Context Barnabas Szaszi, Krisztian Komandi, Nandor Hajdu, and Elisabeth Tipton Contributors

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Book SynopsisDevelop the mental agility and razor-sharp decision making of todayâs most successful salespeopleThe world of sales has become less predictable and more competitive in recent years. Buying decisions are more complex, differentiation between suppliers is difficult to discern, and high-quality information is readily available. The salespeople who excel are agileâchoosing a path based on the buying situations they face and continually re-assessing those choices.In The Sales Agility Code, leaders at industry-leading sales training and development firm VantagePoint Performance help you learn and replicate what the highest-performing salespeople do to succeed in an unpredictable and ever-changing market. This groundbreaking, research-driven guide teaches you how to: Shift to a buyer-focus perspective and assess customer situations from multiple perspectives Make sense of buyersâ situations by considering and weighing all available data and yo

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Book SynopsisFrom the creator of Product Launch Formula, an expanded edition of the #1 New York Times best-selling guide that’s helped countless entrepreneurs make millions—now in paperback."What Jeff Walker teaches in LAUNCH is vital for modern marketing success. You don't need more tactics or tools; you need smart strategy, and that's exactly what this book delivers." — Marie Forleo, #1 New York Times best-selling author of Everything Is Figureoutable The revised and updated edition of the #1 New York Times bestseller Launch will build your business—fast. Whether you've already got an online business or you're itching to start one, this is a recipe for getting more traction and a fast start. Think about it: What if you could launch like Apple or the big Hollywood studios? What if your prospects eagerly counted down the days until they could buy your product? And you could do it no matter how humble your business or budget? Since 1996, Jeff Walker has been creating hugely successful online launches. After bootstrapping his first Internet business from his basement, he quickly developed a process for launching new products and businesses with unprecedented success. And once he started teaching his formula to other entrepreneurs, the results were simply breathtaking. Tiny, home-based businesses started doing launches that brought in tens of thousands, hundreds of thousands, and even millions of dollars. Whether you have an existing business or you're starting from scratch, this is how you start fast. This formula is how you engineer massive success. Now the question is this: Do you want to start slow, and fade away from there? Or are you ready for a launch that will change the future of your business and your life?

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Book SynopsisIn Evolutionary Ideas, Sam Tatam shows how behavioural science and evolutionary psychology can help us solve tomorrow's challenges, not by divining something the world has never seen, but by borrowing from yesterday's solutions often in the most unexpected ways.

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Book Synopsis"My research shows we are heading into a major shake-out in business that will determine the leaders for decades to come. This will REQUIRE creative marketing and positionin, and there is no better source than Dan Kennedy on this topic. His book No B.S. Guide to Trust-Based Marketing is rich with vital insights." -- Harry S. Dent, Jr., author, The Great Crash AheadTrust Between Consumers and Businesses is Gone Here's How to Fix ItInternationally recognized "millionaire maker," Dan S. Kennedy, joined by entrepreneur and financial consultant, Matt Zagula, show you how to break down the barriers caused by the "trust no one" mantra invading every customer's mind today. They deliver an eye-opening look at the core of all business--trust, and teach you the secrets to gaining it, keeping it, and using it to build competitive differentiation, create price elasticity, attract more affluent clients, and inspire referrals. You'll get the essential strategies required to build trust in an understandably untrusting world, and in turn, attract both business and profits.No B.S. Trust-Based Marketing covers: 8 ways to demonstrate trustworthiness to prospective clients The #1 secret desire of today's untrusting prospects--how to understand it, respond to it, and use it to transform marketing, prospecting, and presentations How to avoid dumb mistakes that scream "salesman" to prospects Why "Where can I find clients?" is the wrong question. The right question is: How can I construct a business persona and life so that clients seek me out, with trust in place in advance? How to keep products, services and prospects away from the avalanche of competitive and confusing information online The incorrect assumption that trust is built by imparting information and knowledge and a breakthrough technique to replace this mistake Table of ContentsContents to come

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Book SynopsisThe key to success, salespeople are constantly told, is to follow specific steps and techniques. Just heed the advice of this guru or that speaker, and you’ll be the best! Well, that approach just doesn’t work for most salespeople. And it probably doesn’t work for you either. The most successful reps, Gallup has determined from decades of research, understand their innate talents and strengths and use them to sell more effectively. The truth is, no two great sales reps are alike: You might thrive on fierce competition, while a colleague wins by being a super-analytical problem solver. Or maybe you have a tremendous talent for building relationships, while your fellow top performer is a brilliant strategist. What’s most important is that you win business your way. You’ll receive a code to take the world-renowned Clifton StrengthsFinder assessment, which reveals your unique talents and strengths. Armed with this information, you’ll follow this book through the entire selling process — from assessing opportunity and cold calling to retaining and growing accounts — learning how to apply your talents at each step. The book also features action items that will help you make the most of your strengths in sales. There’s no one right way to sell. Salespeople get the best results by building on who they already are. This lively and liberating book will teach you to do just that.

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Book Synopsis Jochen Wirtz is Vice Dean MBA Programmes and Professor of Marketing at the National University of Singapore (NUS). He is also an international fellow of the Service Research Center at Karlstad University, Sweden, an Academic Scholar at the Cornell Institute for Healthy Futures (CIHF) at Cornell University, USA, and a Global Faculty of the Center for Services Leadership (CSL) at Arizona State University, USA. Previously, Professor Wirtz was the founding director of the dual degree UCLA NUS Executive MBA Program from 2002 to 2014, an Associate Fellow at the Saïd Business School, University of Oxford from 2008 to 2013, and a founding member of the NUS Teaching Academy (the NUS think-tank on education matters) from 2009 to 2015. Professor Wirtz holds a Ph.D. in services marketing from the London Business School and has worked in the field of services for over 25 years. His research focuses on service marketing and has been published in over 300 academicTable of Contents PART I — UNDERSTANDING SERVICEPRODUCTS, CONSUMERS, AND MARKETS Chapter 1: Introduction to Services Marketing Chapter 2: Consumer Behavior in a Services Context Chapter 3: Positioning Services in Competitive Markets PART II — APPLYING THE 4Ps OF MARKETING TO SERVICES Chapter 4: Developing Service Products and Brands Chapter 5: Distributing Services through Physical and Electronic Channels Chapter 6: Setting Prices and Implementing Revenue Management Chapter 7: Promoting Services and Educating Customers PART III — DESIGNING AND MANAGING THE CUSTOMER INTERFACE Chapter 8: Designing Service Processes Chapter 9: Balancing Demand and Capacity Chapter 10: Crafting the Service Environment Chapter 11: Managing People for Service Advantage PART IV — DEVELOPING CUSTOMER RELATIONSHIPS Chapter 12: Managing Relationships and Building Loyalty Chapter 13: Complaint Handling and Service Recovery PART V — STRIVING FOR SERVICE EXCELLENCE Chapter 14: Improving Service Quality and Productivity Chapter 15: Building a World-Class Service Organization PART VI — CASE STUDIES Case 1 Sullivan Ford Auto World Case 2 Susan Munro, Service Consumer Case 3 Dr. Beckett’s Dental Office Case 4 Uber's Unintended Burdens Case 5 Kiwi Experience Case 6 The Accra Beach Hotel: Block Booking of Capacity during a Peak Period Case 7 Revenue Management at The View Case 8 Aussie Pooch Mobile Case 9 Service Robots in the Frontline: How Will Aarion Bank’s Customers Respond? Case 10 Digital Luxury Services: Tradition versus Innovation in Luxury Fashion Case 11 National Library Board Singapore: Delivering Cost-Effective Service Excellence through Innovation and People Case 12 Red Lobster Case 13 Banyan Tree: Branding the Intangible Case 14 Singapore Airlines: Managing Human Resources for Cost-Effective Service Excellence Case 15 Menton Bank Case 16 Dr. Mahalee Goes to London: Global Client Management Case 17 Platform vs Pipeline Business Models: Are Airbnb and Marriott Right to Move into Each Other’s Turf? Case 18 The Royal Dining Membership Program Dilemma

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Book SynopsisRichard Denny is one of the foremost authorities on sales, management training and personal development. A highly sought-after inspirational speaker, he has been sharing his ideas on success and achievement around the world for over 20 years. He is also the author of Winning New Business, Motivate to Win, Communicate to Win and Succeed for Yourself (all published by Kogan Page). His books have sold over a quarter of a million copies worldwide.Trade Review"The master of professional salesmanship" * The Times *Table of Contents Chapter - 00: Introduction; Chapter - 01: Selling in perspective; Chapter - 02: Planning to win; Chapter - 03: The vital ingredient; Chapter - 04: Finding the time; Chapter - 05: Finding the business; Chapter - 06: Getting the appointment; Chapter - 07: The rules of professional selling; Chapter - 08: The sales presentation; Chapter - 09: Closing the sale; Chapter - 10: The principles of professionalism; Chapter - 11: Giving real service; Chapter - 12: Handling objections; Chapter - 13: Negotiation; Chapter - 14: Letter writing; Chapter - 15: Body language; Chapter - 16: Avoiding the negative; Chapter - 17: Don’t quit

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Book SynopsisTom Hopkins earned himself over one million dollars in his first three years as a salesman. Here, in his first book, he sets down the key secrets of his success.

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Book SynopsisSecrets, lessons and insights from the frontline of world-class branding and marketing.This book exposes the marketing secrets and lessons learnt from one of the world's most exciting global brands - Coca Cola - and how you can apply them to your own brand. It explores the core beliefs and principles that were needed to evolve one of the most powerful marketing machines on the planet that worked successfully across cultures and fast-changing environments. The author was part of a team of outstanding individuals and agencies that generated better, faster and more effective marketing on an unprecedented level. Through a combination of research, theory and real-life experience, Lamelas explains why and how marketing works, and offers a proven framework to help you master your own marketing strategy. The author is highly respected in the business world and an excellent self-promoter both on and offline.Table of ContentsACKNOWLEDGEMENTS 12FOREWORD 14ABOUT THIS BOOK: WHY & HOW 16PREFACE 2011. AN EXPLANATION AND SOME CONSEQUENCES 49How Does this Work? 50The Power of Emotions 53Rational Communication 592. BUILDING THE MARTKETING FACTORY 62A Few Words about Marketing and Research 63Understanding Answers 65Steps to Effective Research 68A Few Misconceptions 70About Marketing and Organization 78Working in a Marketing Factory 83Sourcing Ideas 91Choosing Talent 94MARTKETING & MATHKETING 983. MAKING PEOPLE FALL IN LOVE 100Decide to Whom You Want to Talk 102 Some Consequences 112Build the Right Dialogue 123Creating Emotional Attachment 138The Big Change - Media 146The Universal Rating Point 162Innovation Is Not a Department 170(In Marketing) The Way You Look Is What You Are 1794. CAPTURING ALL THE VALUE (A BIT OF MATHKETING) 184Value and Price 186A Few Words about Private/Retail Labels 202... And about Luxury Brands 205The Shopper 208Throwing Good Money after Bad 212Generating "Recurrent" Revenues 218Getting More Out of Marketing Investments 2205. LOOKING INTO THE FUTURE 224Revenue-Generating Marketing 2256. SOME CONCLUSIONS 2317. ... AND ONE FINAL THOUGHT 236

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Book SynopsisOur planet is a closed system with limited material resources, yet our current economic model is designed in a one-way direction from resource extraction to disposal, leading to resource depletion. This book proposes a new economic model, offering an alternative to this linear âtake-make-wasteâ economy.Material Matters shows a way of creating a circular economy by using the unlimited resources we have: renewable energy, data and intelligence. It describes a system based on circular business models centred on selling performance rather than ownership, designing products and buildings as resource banks and equipping products with a âmaterial passportâ to ensure their usability for future generations. Businesses thereby become custodians of materials, rather than consumers of materials and sellers of products. The book evokes the vision of a radically new economic model based on a compelling narrative, supported with cases that have been developed in conjunction with major companies, for example, convincing Philips to sell light instead of lamps, saving energy and materials by creating a whole new business model, a case which has become iconic for the circular economy.Material Matters is not a somber analysis of the state of the planet but a concrete and comprehensive agenda for change, offering perspectives for taking action for business and individual consumers alike.Trade Review"This is a book that gives an accessible and practical vision of the circular economy, viewed through the eyes of two people who have played and continue to play a key role in its realisation." Dame Ellen MacArthur, Founder, Ellen MacArthur Foundation"This book is a bold vision and a manual for a 21st century economy. A wake-up call." Prof. Dr. Martin R. Stuchtey, University of Innsbruck; Founder, Managing Partner, SYSTEMIQ "A very inspiring and relevant book. We live in times of scepticism, doubt, negativism and populism. But only an agenda of hope takes us further. This is an important contribution to this agenda."Prof. Dr. Jan Peter Balkenende, Former Dutch Prime Minister"The products of today are the resources of tomorrow if we use them intelligently. This book shows us how."Prof. Dr. Walter R. Stahel, Leading expert on circular economy; Member of the Club of Rome; Founder -Director, The Product-Life Institute, GenevaTable of Contents1. The product-as-problem 2. The linear economy or the end of the line 3. Spaceship Earth – a closed system 4. Permanent temporality 5. Changing the rules of the game 6. The Material Passport 7. Madaster - a registry for materials 8. UDMR, The Universal Declaration of Material Rights 9. Material-as-a-Service – rethinking material ownership 10. Completing the Copernican Revolution

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Book SynopsisTurn leads into prospects, Learn more about the client's needs, Convey the ability to meet the client's demands, Overcome common objections With Cold Calling Techniques (That Really Work!), 7th Edition, you'll watch your performance soar as you beat the competition and score a meeting every time!

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Book SynopsisA lively and practical guide to selling anything''Ryan is not only charming and hilarious, he could sell milk to a cow. This book is going to be very helpful and humorous to a lot of people looking to up their business game'' Andy Cohen, host of Watch What Happens Live... and New York Times bestselling author of SuperficialRyan Serhant was a shy, jobless hand model when he entered the real estate business in September 2008. Just nine years later, he has emerged as one of the top salespeople in the world and a co-star on Bravo''s hit series Million Dollar Listing New York, as well as the star of Sell It Like Serhant. He has become an authority on the art of selling. Whether you are selling a property or a hot tub, golf balls or life insurance, Serhant shares the secrets behind how to close more deals than anyone else, expand your business, and keep clients coming back to you for more.Sell It Like Serhant is the

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