CUSTOMER SERVICE eBOOKS
IDEAS AND TRAINING

Problem solving is a common everyday activity: from getting the car going when it won't start, to finding out what led to a customer complaint. Problem solving means finding the best way of getting from A to B. In this succinct book, Michael Stevens states that if you understand how your mind is working when you solve problems, you will be able to improve your problem solving techniques.

In today's increasingly competitive market place, getting sales has never been tougher. Having an excellent product or service, persuasive approach and good customer relations is not enough: something extra is needed.

How do winning organizations such as General Electric, Ericsson, and Nokia use project management to reduce time to market, trim inventory and supplier costs, and minimize obsolescence in their product lines? Why do so many companies fail when trying to do the same? In Building Customer-Based Project Organizations, two inter-nationally recognized project management gurus reveal the secrets behind these fabulous successes. Jeffrey Pinto and Pekka Rouhiainen demonstrate that building and maintaining long-term customer relationships is the key to successful project management, offering a method and an implementation strategy that companies can use to streamline their development and supply chain operations.

Communities of commerce are the primary drivers of online business today, and this groundbreaking book provides the first complete overview of the phenomenon. The authors demonstrate why the best communities ý including Salon, Yahoo Finance, and iVillage ý are working so well, and how managers and executives can get in on this future economic wave.

IBM - history's most remarkable organization - stays on top by constantly honing and refining its marketing strategies. One vital strategy, however, remains constant: The customer must always come first. The Customer-Centered Enterprise is the only in-depthexploration of IBM's battle-tested Customer Value Management(CVM) - the revolutionary program that makes the customer's viewpoint paramount in every corporate process and management decision.

A step-by-step guide explaining the key to loyalty clubs and programmes. The book takes the reader through all the necessary steps to research and launch a programme that helps develop a relationship between you and your customers, placing emphasis on value measurement and selection.

Customer Relationship Management provides easy-to-apply solutions and strategies for establishing meaningful bonds with your customers and turning them into reliable, lifelong partners.

Patricia Seybold's Customers.com was a Wall Street Journal, BusinessWeek, and New York Times best-seller. With more than 200,000 copies in print, and translated into 15 languages, it is widely acknowledged as the most successful and most influential book on e-commerce. In Customer Revolution, Seybold identifies an essential truth of business today: the power that had been flowing to customers is rushing in a torrent. Now customers are driving business.

Most firms consider the lost customer a lost cause. But in this ground breaking book, Jill Griffin and Michael Lowenstein provide you with step-by-step solutions for winning back lost customers, saving customers on the brink of defection, and making your firm defection proof. Whether your business is small or large, product- or service-based, retail or wholesale, this book offers proven strategies for recognizing which lost customers have the highest win-back value and implementing a sure-fire plan to recover them. It includes the techniques of hundreds of innovative companies who are already working to recapture lost customers and keep them loyal. In today's hyper-competitive marketplace, no customer retention program can be enitrely foolproof, but this guide gives you today's best methods for winning back those customers you simply can't afford to let go.

Increase profits and reduce costs by utilizing this collection of models of the most commonly asked data mining questions.In order to find new ways to improve customer sales and support, and as well as manage risk, business managers must be able to mine company databases. This book provides a step-by-step guide to creating and implementing models of the most commonly asked data mining questions. Readers will learn how to prepare data to mine, and develop accurate data mining questions.

Hallmark has found that one of the keys to attaining superior customer loyalty is through emotion. Now for the first time, Hallmark reveals its groundbreaking strategy: Emotion Marketing.

The Eternal E-Customer focuses on getting ebusinesses to the next level of customer loyalty. In the competitive world of ecommerce, the winners know that the key to success is customer appreciation and retention. Emotionally Intelligent Interfaces (EII) are driven by data from previous customer interactions, explicit customer preferences, and based on customer profiles. EIIs build trust and customer loyalty by offering shoppers the intimacy and individual attention they expect from the corner store. In this groundbreaking book, Harvard professor Bryan Bergeron provides a roadmap to get readers up to speed on all crucial business and technology aspects of EIIs, and explains how to create the information infrastructure needed to support EIIs tailored to their businesses.

The world market for database solutions is forecast to grow at an annual growth rate of 51 percent over the period 1997-2002 to more than $113 billion. In an effort to tap into this expanding market, companies of every kind have rushed to offer all sorts of discounts and specials under the guise of loyalty programs. And, yet, millions of people are tossing out dozens of pieces of junk mail every week. As companies realize this, they are learning that whatever programs they develop to express customer caring must be meaningful to the individual customer - in his or her terms.

A proven, innovative approach to meeting customer demand.Combining an intensive focus on customer/marketplace demands with innovative technology tools developed to execute demand chain planning, Managing the Demand-Supply Chain sets forth a powerful new model for fulfilling customer demand in the best possible way. Four of the world's leading demand chain researchers and implementers demonstrate how select high-tech companies, such as Nokia and Dell, have used the demand chain approach to differentiate their value offerings and delight their customers.

From Juran's Quality Handbook, the international standard on quality and the essential reference in quality engineering and management practices, comes this concise, practical guide on quality and customer service. Featured topics include considerations of quality in customer service; strategic intent; design; structure; operations; measurement and metrics; and continuous improvement. Written for managers, quality and industrial engineers, and students, this dynamic eBook excerpt of Juran's Quality Handbook is a must on every management or engineering e-bookshelf.

Unlike other customer service books, Jeff and Valerie Gee's concise motivational book is written both for executives and managers, and the millions of front-line workers who serve customers directly. The authors share their straightforward, proven techniques and guidelines for coping with angry customers, minimizing stress, and making customer service providers feel great about doing their jobs.

Wireless Rules shows marketers how to safely, and effectively, impact customers in the wireless have-it-now culture.