Managing Service As a Strategic Profit Center
Blumberg, Donald F.
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High Performance Sales Organizations : Creating Competitive Advantage in the Global Marketplace
Coker, Darlene
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The Ten Demandments : Universal Truths for Success in the Age of the Customer
Mooney, P. Kelly
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The Eternal E-Customer : How Emotionally Intelligent Interfaces Can Create Long-Lasting Customer Relations
Bergeron, Bryan
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Secrets of Customer Relationship Management : Its All about How You Make Them Feel
Barnes, James G.
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Relevance Regained : From Top-Down Control to Bottom-Up Empowerment
Johnson, H. Thomas
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Demand Driven : 6 Steps to Building an Ecosystem of Demand for Your Business
Manning, Bo
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How to Win Customers and Keep Them for Life
Le Boeuf, Michael
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Managing Quality Customer Service : A Practical Guide for Establishing a Service Operation
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Calming Upset Customers
Morgan, Rebecca
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Service Wisdom : Creating and Maintaining the Customer Service Edge
Zemke, Ron
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Service Excellence!
Pritchett, Price
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Delivering Quality Service : Balancing Customer Perceptions and Expectations
Zeithaml, Valarie A.
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Service America!
Albrecht, Karl
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Service Breakthroughs : Changing the Rules of the Game
Heskett, James L.
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Total Customer Service : The Ultimate Weapon
Davidow, William H.
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Custom Made : A Catalogue of Personalized and Handcrafted Items
Buff, Sheila
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Relationship Selling : The Key to Getting and Keeping Customers
Cathcart, Jim
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Taking Care of Business : One Hundred One Ways to Keep Your Customers Coming Back (Without Whining, Groveling or Giving Away the Store)
Zemke, Ron
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The Customer-Driven Company : Moving from Talk to Action
Whiteley, Richard C.
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The Customer Connection : Quality for the Rest of Us
Guaspari, John
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Customer Satisfaction : The Other Half of Your Job
Scott, Dru
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Positively Outrageous Service : New and Easy Ways to Win Customers for Life
Gross, T. Scott
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Delivering Knock Your Socks off Service
Anderson, Kristin
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Customers for Life
Sewell, Carl
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At Americas Service : How Your Company Can Join the Customer Service Revolution
Albrecht, Karl
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The Pursuit of Quality Through Personal Change
Forsha, Harry I.
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Hey, Im the Customer : Front Line Tips for Providing Superior Customer Service
Willingham, Ron
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Idea-a-Day Guide to Super Selling and Customer Service
Allesandra, Tony
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Keeping Customers for Life
Cannie, Joan K.
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How to Get Clients
Slutsky, Jeff
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Complete Customer Service Letter Book, with Disk
Werz, Edward W.
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Sustaining Knock Your Socks off Service
Zemke, Ron
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Managing to Keep the Customer : How to Achieve and Maintain Superior Customer Service Throughout the Organization
Desatnick, Robert L.
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The Only Thing That Matters : Bringing the Power of the Customer into the Center of Your Business
Albrecht, Karl
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Raving Fans : A Revolutionary Approach to Customer Service
Blanchard, Ken
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Raving Fans : A Revolutionary Approach to Customer Service
Blanchard, Ken
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One to one Future
Peppers, Don
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Creating a Customer-Centered Culture : Leadership in Quality, Innovation and Speed
Lawton, Robin L.
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Sales Effectiveness Training : The Breakthrough Method to Become Partners with Your Customers
Zaiss, Carl D.
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Customer-Focused Quality : What to Do on Monday Morning
Hinton, Thomas
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Managing Expectations : Working with People Who Want More, Better, Faster, Sooner, Now!
Karten, Naomi
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Firing on All Cylinders : The Service-Quality System for High-Powered Corporate Performance
Clemmer, Jim
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Up the Loyalty Ladder : Turning Some-Time Customers into Full-Time Advocates for Your Business
Raphel, Neil
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Satisfaction Guaranteed
Baggett, Byrd
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Real Heroes of Business - and Not a CEO among Them
Fromm, Schlesinger
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Positively Outrageous Service
Gross, T. Scott
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The Corporate Coach : How to Build a Team of Loyal Customers and Happy Employees
Miller, James B.
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The Northbound Train : Finding the Purpose, Setting the Direction, Shaping the Destiny of Your Organization
Albrecht, Karl
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Upside-Down Marketing : Turning Your Ex-Customers into Your Best Customers
Walther, George R.
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Building Customer Loyalty
Glanz, Barabara A.
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Touchstones : Ten New Ideas Revolutionizing Business
Band, William
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Agile Competitors and Virtual Organizations : Strategies for Enriching the Customer
Preiss, Kenneth
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Customer Bonding : Pathway to Lasting Customer Loyalty
Cross, Richard
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The Discipline of Market Leaders : Choose Your Customers, Narrow Your Focus, Dominate Your Market
Treacy, Michael
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Second to None : The Productive Power of Putting People First
Garfield, Charles
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Fabled Service : Ordinary Acts, Extraordinary Outcomes
Sanders, Elizabeth A.
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Samurai Selling : The Ancient Art of Modern Service
Laughlin, Chuck
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Knock Your Socks off Answers : Solving Customer Nightmares and Soothing Nightmare Customers
Anderson, Kristin
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High Performance Sales Organization : Creating Competitive Advantage in the Global Marketplace
Corcoran, Kevin J.
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Customer Satisfaction Measurement and Management : Using the Voice of the Customer
Naumann, Earl
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50 Powerful Ideas You Can Use to Keep Your Customers
Timm, Paul
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Winning the Service Game
Schneider, Benjamin
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Telephone Courtesy and Customer Service
Finch, Lloyd
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Customer Loyalty : How to Earn It, How to Keep It
Griffin, Jill
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AMA Handbook for Customer Satisfaction : A Complete Guide to Research, Planning, and Implementation
Dutka, Alan F.
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On Great Service : A Framework for Action
Berry, Leonard L.
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The Nordstrom Way : The Inside Story of Americas #1 Customer Service Company
Spector, Robert
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Stop Paddling and Start Rocking the Boat : Business Lessons from the School of Hard Knocks
Pritchett, Lou
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The Turbocharged Company : Igniting Your Business to Soar Ahead of the Competition
Goddard, Larry
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Connected Corporation : How Leading Companies Manage Customer-Supplier Alliances
Lewis, Jordan D.
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Keeping the Edge : Giving Customers the Service They Demand
Schaaf, Dick
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Customers As Partners : Building Relationships That Last
Bell, Chip R.
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Customer Service for Dummies
Leland, Karen
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Customer Relationship Management : Making Hard Decisions with Soft Numbers
Anton, John
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The Loyalty Effect : The Hidden Force Behind Growth, Profits, and Lasting Value
Reichheld, Fred F.
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Know Your Customer : New Approaches to Understanding Customer Value and Satisfaction
Woodruff, Robert B.
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Complaint Is a Gift : Using Customer Feedback As a Strategic Tool
Barlow, Janelle
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The Customer is Always Right : Thought-Provoking Insights on the Importance of Customer Satisfaction from Todays Business Leaders
Kabodian, Armen J.
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Customer Centered Growth : Five Proven Strategies for Building Competitive Advantage
Whiteley, Richard C.
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Turned On : Eight Vital Insights to Energize Your People, Customers and Profits
Dow, Roger J.
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25 Management Lessons from the Customers Side of the Counter
Donnelly, James H., Jr.
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Customer Intimacy : Pick Your Partners, Shape Your Culture, Win Together
Wiersema, Fred
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Customer Specific Marketing : The New Power in Retailing
Woolf, Brian P.
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Customers Mean Business : How World-Class Companies Build Relationships That Last
Unruh, James A.
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Wide-Angle Vision : Beat Your Competition by Focusing on Fringe Competitors, Lost Customers, and Rogue Employees
Burkan, Wayne C.
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Beyond Customer Satisfaction to Customer Loyalty : The Key to Greater Profitability
Bhote, Keki R.
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Indispensable You : 7 Simple Things You Must Do to Keep Your Job Today (and Tomorrow)
Andersen, Kim
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Creating Customers for Life
Scheuing, Eberhard E.
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The Enemy Within : Actions That Self-Destruct Companies and Customer Service
Buchanan, Richard
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Enterprise One to One : Tools for Competing in the Interactive Age
Peppers, Don
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One Size Fits One : Building Relationships One Customer and One Employee at a Time
Heil, Gary
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The One to One Future
Peppers, Don
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Call Center Management on Fast Forward : Succeeding in Todays Dynamic Inbound Environment
Cleveland, Brad
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Net Gain : Expanding Markets Through Virtual Communities
Hagel, John, 3rd
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Customer Connections : New Strategies for Growth
Wayland, Robert E.
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The Discipline of Market Leaders : Choose Your Customers, Narrow Your Focus, Dominate Your Market
Treacy, Michael
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The Service Profit Chain
Heskett, James L.
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Selling with Integrity : Reinventing Sales through Collaboration, Respect, and Serving
Morgen, Sharon Drew
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Coaching Knock Your Socks off Service
Anderson, Kristin
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Fabled Service : Ordinary Acts, Extraordinary Outcomes
Sanders, Betsy
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The Discipline of Market Leaders : Choose Your Customers, Narrow Your Focus, Dominate Your Market
Treacy, Michael
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No-Nonsense Marketing : 101 Practical Ways to Win and Keep Customers
Prushan, Victor H.
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The Innovators Dilemma : When New Technologies Cause Great Firms to Fail
Christensen, Clayton M.
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Customer Loyalty
Griffin, Jill
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Customer Service for the New Millennium : Winning and Keeping Value-Driven Buyers
Tucker, Robert B.
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Customer Service Excellence : Its in the Details
Ford, Lisa
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Best Practices : Building Your Business with Customer Focused Solutions
Hiebeler, Robert
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Online Customer Care : Applying Todays Technology to Achieve World-Class Customer Interaction
Cusack, Michael
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Invented Here : Maximizing Your Organizations Internal Growth and Profitabiltiy
Victor, Bart
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Outrageous! : Unforgettable Service... Guilt-Free Selling
Gross, T. Scott
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Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless : How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know
Gitomer, Jeffrey
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Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless : How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know
Gitomer, Jeffrey
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Customers for Life : How to Turn That Onetime Buyer Into a Lifetime
Sewell, Carl
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Quick Quizzes : 132 Ways to Measure Success
Dartnell Corporation Editors
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Customer Service Vol. 2 : Extraordinary Results at Southwest Airlines, Charles Schwab, Lands End, American Express, Staples, and USAA
Carpenter, Donna
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Best of Class : Building a Customer Service Organization
Shelton, Ken
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What Customers Like about You : Adding Emotional Value for Service Excellence and Competitive Advantage
Freemantle, David
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At Your Service : Calamities, Catastrophes, and Other Curiosities of Customer Service
Becker, Hal
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The Big Book of Customer Service Training Games : Quick, Fun Activities for Training Customer Service Reps and Anyone Else Who Deals with Customers
Carlaw, Peggy
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$15.63
The Big Book of Customer Service Training Games : Quick, Fun Activities for Training Customer Service Reps and Anyone Else Who Deals with Customers
Carlaw, Peggy
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Customers. Com : How to Create a Profitable Business Strategy for the Internet and Beyond
Seybold, Patricia B.
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Shocked, Appalled, and Dismayed! : How to Write Letters of Complaint That Get Results
Phillips, Ellen
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Total Customer Satisfaction : A Comprehensive Approach for Health Care Providers
Sherman, Stephanie G.
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Why People Dont Buy Things : Five Five Proven Steps to Connect with Your Customers and Dramatically Improve Your Sales
Washburn, Harry
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Maximizing Call Center Performance : 136 Innovative Ideas for Increasing Productivity and Customer Satisfaction
Bodin, Madeline
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Discovering the Soul of Service : The Nine Drivers of Sustainable Business Success
Berry, Leonard L.
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Real Time : Preparing for the Age of the Never Satisfied Customer
McKenna, Regis
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The New Pioneers : The Men and Women Who Are Transforming the Workplace and the Marketplace
Petzinger, Thomas, Jr.
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Free, Perfect and Now : Connecting to the Three Insatiable Customer Demands: A CEOs True Story
Rodin, Robert L.
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Smart Things to Know about, Customers
Jay, Ros
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The Experience Economy : Work Is Theatre and Every Business a Stage
Pine, B. Joseph, II
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Tales of Knock Your Socks off Service : Inspiring Stories of Outstanding Customer Service
Zemke, Ron
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Managing Knock Your Socks off Service
Bell, Chip R.
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Delivering Knock Your Socks off Service
Anderson, Kristin
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One Size Fits One : Building Relationships One Customer and One Employee at a Time
Heil, Gary
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Permission Marketing : Turning Strangers into Friends and Friends into Customers
Godin, Seth
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$23.40
Customer Capitalism : The New Business Model for Achieving Increasing Returns in New Market Spaces
Vandermerwe, Sandra
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Super Service : Seven Keys to Delivering Great Customer Service... Even When You Dont Feel Like It!... Even When They Dont Deserve It!
Gee, Jeff
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Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success
Berry, Leonard L.
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$18.99
Customer Service for Dummies®
Leland, Karen
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Call Center Savvy : How to Position Your Call Center for the Business Challenges of the 21st Century
Dawson, Keith
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$32.00
The One to One Manager : An Executives Guide to Custom Relationship Management
Peppers, Don
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1,001 Ways to Keep Customers Coming Back : Wow Ideas That Make Customers Happy and Will Increase Your Bottom Line
Greiner, Donna
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The Market Driven Organization : Understanding, Attracting, and Keeping Valuable Customers
Day, George S.
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The Customer-Centered Enterprise : How IBM and Other World-Class Companies Achieve Extraordinary Results by Putting Customers First
Thompson, Harvey
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The Cluetrain Manifesto : The End of Business As Usual
Levine, Rick
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Up Close and Personal? : Customer Relationship Marketing at Work
Gamble, Paul
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Upset Citizens and Customers : How to Deal with the Angry, Difficult and Demanding Public
Slowik, Donald W.
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Customer-Centered Products : Creating Successful Products Through Smart Requirements Management
Hooks, Ivy F.
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The Customer Century : Lessons from World Class Companies in Integrated Communications
Gronstedt, Anders
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Customer Service in Health Care : A Grassroots Approach to Creating a Culture of Service Excellen
Baird, Kristin
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Just Say Yes! : Extreme Customer Service - How to Give It, How to Get It!
Nulman, Philip R.
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Loyalty.com : Customer Relationship Management in the New Era of Marketing
Newell, Fred
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Fish! : A Remarkable Way to Boost Morale and Improve Results
Lundin, Stephen C.
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Fish! : A Remarkable Way to Boost Morale and Improve Results
Lundin, Stephen C.
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Bringing Home the Business : The 30 Truths Every Home Business Owner Must Know
Gordon, Kim T.
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Emotional Value: Creating Strong Bonds with Your Customers
Barlow, Janelle
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Brain Surgery for Suits : 56 Things Every Account Person Should Know
Solomon, Robert
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The Innovators Dilemma : When New Technologies Cause Great Firms to Fail
Christensen, Clayton M.
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Best Practices : Building Your Business with Customer-Focused Solutions
Andersen, Arthur
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Telephone Courtesy and Customer Service
Finch, Lloyd C.
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Monitoring, Measuring, and Managing Customer Service
Goodman, Gary S.
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Delivering Legendary Customer Service : Seven Steps to Success
Gallagher, Richard
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The Customer Relationship Management Survival Guide : Everything You Need to Know Before You Need to Know It
Lee, Dick
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How to Win Customers and Keep Them for Life
LeBoeuf, Michael
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How to Win Customers and Keep Them for Life
LeBoeuf, Michael
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Customer Service : Career Success Through Customer Satisfaction
Timm, Paul R.
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Simplicity Marketing : End Brand Complexity, Clutter, and Confusion
Cristol, Steven M.
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E-Service : 24 Ways to Keep Your Customers - When the Competition Is Just a Click Away
Zemke, Ron
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E-Loyalty : How to Keep Customers Coming Back to Your Website
Smith, Ellen
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Lessons from the Nordstrom Way : How Companies are Emulating the #1 Customer Service Company
Spector, Robert
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The Customer-Centered Enterprise: How IBM and Other World-Class Companies Achieve Extraordinary Results by Putting Customers First
Thompson, Harvey
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Quality Customer Service : How to Win with the Customer
Martin, William B.
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The Cluetrain Manifesto : The End of Business As Usual
Levine, Rick
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Super Service: The 7 Keys to Delivering Great Customer Service
Gee, Jeff
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The Eternal E-Customer: How Emotionally Intelligent Interfaces Can Create Long-Lasting Customer Relationships
Bergeron, Bryan P.
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Building Call Center Culture : Strategies for Designing a World Class Performance-Based Environment Within Your Customer Contact Center
Coen, Dan
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Customer Love : Attracting and Keeping Customers for Life
Bell, Chip R.
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Exceptional Customer Service : Going Beyond Your Good Service to Exceed the Customers Expectation
Ford, Lisa
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Seven Power Strategies for Building Customer Loyalty
Timms, Paul R.
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Customer Once, Client Forever : 12 Tools for Building Lifetime Business Relationships
Buckingham, Richard
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The Relationship-Based Enterprise : Powering Business Success Through Customer Relationship Management
McKenzie, Ray
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Capturing Customers.com : Radical Strategies for Selling and Marketing in the Wired World
Colombo, George
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Strategies for the New Health Care Marketplace : Managing the Convergence of Consumerism and Technology
Coddington, Dean C.
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The Customer Revolution : How to Thrive When Customers Are in Control
Seybold, Patricia B.
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Navigating the Customer Contact Center in the 21st Century : A Technology and Management Guide
Durr, William
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Emotion Marketing: The Hallmark Way of Winning Customers for Life
Robinette, Scott
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The One to One B2B : Customer Relationship Management Strategies for the Real Economy
Peppers, Don
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How To Be a Great Call Center Representative: EBook Edition
LUCAS, Robert W.
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