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Praise for Connected CRM “Many books explore the subject of CRM. In this book the ‘m’ is for Marketing and David’s seasoned perspective indeed makes it a capital ‘M.’ Taking core direct response marketing techniques and…

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The essential complement to the pathbreaking book Competitive Strategy, Michael E. Porter's Competitive Advantage explores the underpinnings of competitive advantage in the individual firm. Competitive Advantage introduces a whole new way of understanding what a…

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The best companies in the world discover what their customers desire-and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer…

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

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Combining strategic advice with wisdom found in books such as Daniel Goleman's "Working with Emotional Intelligence, " two international management consultants outline ways in which businesses can elevate levels of satisfaction.

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Customers are cranky and businesses are struggling to keep them happy. PeopleShock's 3P Profit Formula, based on evidence from over 150 business leaders and experts, shows: . Promise - How to develop one that inspires staff and customers. . People - How to…

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Is Customer Relationship Management (CRM) an obsolete concept? As technology and cultural changes continue to influence our customer strategies, the terms and methods we use to define them are also changing. Is CRM still relevant as we address the need for…

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$39.92 online

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The American Express Way

by James P. Bush

|This title releases April 28, 2017

Hardcover

$37.93 online

$37.95

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The Celebrity Experience combines the best practices of the business world with those of the celebrity world to create a practical and proactive guide for anyone who wants to bring their business’s internal and external customer service to the level of star…

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"Larry's thoughts on customers, culture and talent are immensely valuable for any business, anywhere in the world." — Sheldon S. Wiseman, President & CEO, Amberwood Entertainment Corp. "For Larry the relationship between customers and profitability is…

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This Customer Service Expert Level Certification Kit builds on the knowledge and understanding of, and looking at, the essential skills and qualities required by Customer Service supervisors and managers. More than six out of ten people employed in…