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Business Relationship Manager: Careers in IT service management

by Ernest Brewster BCS, The Chartered Institute for IT (July 07, 2014)

Business relationship management (BRM) is crucial for building and maintaining strong relationships between a service provider and customer. This highly accessible introduction to the role of a BRM manager gives...


Luxury as you have never seen it before

by Pierre-François Jorsin Maxima (May 16, 2014)

Those privileged enough to have crossed the threshold of a luxury boutique, hotel or car dealership will generally have had an unforgettable experience, in which their dreams, the promise made by the brand,...


Fish! For Life: A Remarkable Way to Achieve Your Dreams

by Stephen C. Lundin, John Christensen & Harry Paul Hachette Books (January 07, 2004)

There's a new FISH! in the pond! Here's a brilliant parable for everyone who wants to lead a fuller, happier life illions of business people have already used the bestselling FISH! books to improve the way they...


Hug Your Customers: STILL The Proven Way to Personalize Sales and Achieve Astounding Results

by Jack Mitchell Hachette Books (June 11, 2003)

Revised and updated for the first time since original publication!

Here is the 200,000-copy staple, praised by Warren Buffett as "a gem ... I wish everyone at Berkshire would follow [Jack Mitchell's] advice--we...


Fish! Tales: Real-Life Stories to Help You Transform Your Workplace and Your Life

by Stephen C. Lundin, John Christensen & Harry Paul Hachette Books (June 01, 2002)

Fish! told the story of a fictional company which transformed itself by applying lessons learned from Seattles famous Pike Place Fish market. Now, with Fish! Tales, readers can learn how real-life businesses...


On Great Service

by Leonard L. Berry Simon & Schuster (April 01, 1995)

Improving service quality has finally become a top priority of management today, yet according to service quality expert Leonard Berry only a handful of companies have managed to determine exactly what to improve...


Treat Your Customers: Thirty Lessons on Service and Sales That I Learned at My Family's Dairy Queen Store

by Bob Miglani Hachette Books (April 18, 2006)

A successful Fortune 500 corporate executive shares the secrets of great customer service that he learned from working at his family's Dairy Queen(R) store

Customer service is the cornerstone of every successful...


How to Become a Rainmaker: The Rules for Getting and Keeping Customers and Clients

by Jeffrey J. Fox Hachette Books (December 01, 2001)

Now Updated and with New Success Tips! Rainmakers are not born. They are made. And Jeffrey Fox's powerful HOW TO BECOME A RAINMAKER will get you there. Filled with smart tips given in the Fox signature style,...


Looptail: How One Company Changed the World by Reinventing Business

by Bruce Poon Tip Business Plus (September 17, 2013)

Much in the same vein as DELIVERING HAPPINESS, LOOPTAIL combines both Bruce Poon Tip's extraordinary first-person account of his entrepreneurial instincts to start and develop G Adventures, a highly-successful...


Wow! That's What I call Service: Stories of Great Customer Service from the Wow! Awards

by Don Hales & Derek Williams Ecademy Press (July 02, 2007)

Every once in a while you fall in love.Someone makes a connection with you in such a way that you want to buy from that person or that organisation over and over again. And it's not necessarily because they...


The Engaged Customer

by Hans Peter Brondmo HarperCollins e-books (October 13, 2009)

In the age of the Internet, how do you keep your customers coming back--again and again--when your competitors are always just one click away? How do you turn casual, anonymous surfers into profitable, "engaged"...


Jab, Jab, Jab, Right Hook

by Gary Vaynerchuk HarperBusiness (November 26, 2013)

New York Times bestselling author and social media expert Gary Vaynerchuk shares hard-won advice on how to connect with customers and beat the competition. A mash-up of the best elements of Crush It! and The...


Help Desk Manager - Complete Certification Kit: Develop the skills required to manage a high-performing Help Desk, its team, balance workloads and imp

by Tim Malone Emereo Publishing (October 24, 2012)

Help Desk Manager - Complete Certification Kit: Develop the skills required to manage a high-performing Help Desk, its team, balance workloads and improve efficiency


Customer Service Foundation Level Full Certification Kit - Complete Skills, Training, and Support Steps to Remarkable Customer Service

by Ivanka Menken Emereo Publishing (October 24, 2012)

Customer Service Foundation Level Full Certification Kit - Complete Skills, Training, and Support Steps to Remarkable Customer Service


Delivering Unforgettable Customer Service: The Guide For Implementing Perfect Service in Your Organization

by Ivanka Menken Emereo Publishing (October 24, 2012)

Delivering Unforgettable Customer Service: The Guide For Implementing Perfect Service in Your Organization


How to Land a Top-Paying Customer Service Representative Job: Your Complete Guide to Opportunities, Resumes and Cover Letters, Interviews, Salaries, P

by Brad Andrews Emereo Publishing (October 24, 2012)

How to Land a Top-Paying Customer Service Representative Job: Your Complete Guide to Opportunities, Resumes and Cover Letters, Interviews, Salaries, Promotions, What to Expect From Recruiters and More!


Love at First Sight - How to Make Your Prospects Fall in Love With You and Your Business Instantly - And Much More - 101 World Class Expert Facts, Hin

by Jerry Alexander Emereo Publishing (October 24, 2012)

Love at First Sight - How to Make Your Prospects Fall in Love With You and Your Business Instantly - And Much More - 101 World Class Expert Facts, Hints, Tips and Advice on Customer Service


CRM 100 Success Secrets - 100 Most Asked Questions on Customer Relationship Management Software, Solutions, Systems, Applications and Services

by Gerard Blokdijk Emereo Publishing (October 24, 2012)

CRM 100 Success Secrets - 100 Most Asked Questions on Customer Relationship Management Software, Solutions, Systems, Applications and Services


Call Center 100 Success Secrets

by Gerard Blokdijk Emereo Publishing (October 24, 2012)

Call Center 100 Success Secrets


We First: How Brands and Consumers Use Social Media to Build a Better World

by Simon Mainwaring St. Martin's Press (June 07, 2011)

Named Strategy + Business best marketing book of 2011

A social media expert with global experience with many of the world's biggest brands -including Nike, Toyota and Motorola-Simon Mainwaring offers a visionary...


Succeed with Social Media Like a Creative Genius

by Brainard Carey Allworth (July 02, 2019)

How to Build a Following, Make Authentic Connections, and Promote Your Work

Whether you’re an artist or craftsman selling your work, the owner of a small start-up hoping to network, or just looking for a more...


The Serving Mindset

by Brock Farnoosh Skyhorse (November 06, 2018)

What if you could stop selling altogether and grow your profits? With The Serving Mindset, you’ll learn how to serve, elevate your business success, and feel great about it!

Targeted to business owners and...


Swimming with Sharks

by Gavin Moffat Tracey McDonald Publishers (October 22, 2018)

Swimming with Sharks will inspire a-ha moments that will make it more fun to be at work, or maybe even make it possible for your business to survive the turbulent economic seas that seem synonymous with building...


ICONIC

by Scott McKain Forefront Books (October 09, 2018)

Named by Forbes Inc. as one of the Top Ten business books of 2018.

Scott McKain, award-winning speaker and author, explains how to move beyond being distinctive and to take your brand and business to the next...


Make Some Noise

by Ken Schmidt Simon & Schuster (November 06, 2018)

The former director of communications at Harley-Davidson and one of the most sought-after speakers in the world reveals his exhilarating, innovative approach to creating customer loyalty and marketplace dominance....


Orchestrating Experiences

by Chris Risdon & Patrick Quattlebaum Rosenfeld Media (May 01, 2018)

Customer experiences are increasingly complicated—with multiple channels, touchpoints, contexts, and moving parts—all delivered by fragmented organizations. How can you bring your ideas to life in the face...


Marry Your Customers!

by Janne Ohtonen & Niall Norton Glamonor Ky (January 07, 2018)

Telecommunication service providers have traditionally competed with technology. While technological advancement will continue to stay highly relevant for the industry, the competitive front line has shifted...


Client Centric

by Randy Charach Charach Productions Inc. (October 28, 2017)

Client Centric lays the groundwork for entrepreneurs, sales, and service professionals to systemize and expand their business. The author of this book is Randy Charach, a self-made multi-millionaire. Randy's...


Blind Spot

by Steve Diller, Nathan Shedroff & Sean Sauber Two Waves Books (November 02, 2016)

Distracted by traditional metrics and mounting access to data, leaders are blinded to what it actually takes to create greater value for their businesses: meaningful, long-term relationships with their customers....


Customer Relationship Management

by 50MINUTES.Com 50Minutes.com (August 24, 2017)

Understand customer relationship management in no time! Find out everything you need to know about this powerful tool with this practical and accessible guide.

Customer relationship management is a valuable tool...


The Butler Experience

by Rowland Brian Brian Rowland (June 20, 2017)

IMAGINE having a voice in helping your company improve customer service by building butlers within your professional environment. No, not a butler to manage your day and make home or office run smoothly; rather...


Chief Crisis Officer

by James F. Haggerty American Bar Association (June 01, 2017)

An organization’s crisis response involves public communications response: ensuring the general public, media, employees and other stakeholders understand (1) what has happened, and (2) what you are doing...


The Business Model Canvas

by 50MINUTES.Com 50Minutes.com (March 15, 2017)

Ready to take your business to the next level? Find out everything you need to know about the Business Model Canvas with this practical guide.

An increasing number of people are taking the plunge and creating...


Start With the Future and Work Back

by Bruce Weindruch Hamilton Books (April 18, 2016)

Start With the Future and Work Back: A Heritage Management Manifesto is a lively, often amusing, but seriously perceptive take on the business of history and the history of business. The book explores The History...


Superconsumers

by Eddie Yoon Harvard Business Review Press (November 29, 2016)

Pork dorks. Craftsters. American Girl fans. Despite their different tastes, these eclectic diehards have a lot in common: they’re obsessed about a specific brand, product, or category. They pursue their passions...


Customer Service Expert Level Full Certification Kit - Complete Skills, Training, and Support Steps to the Best Customer Experience by Redefining and Improving Customer Experience

by Ivanka Menken Emereo Publishing (October 24, 2012)

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...


Creating Service Superstars: A manager's guide to building your team's confidence, initiative and commitment to creating a memorable customer experien

by Caroline Cooper Naturally Loyal Publications (January 01, 2017)

We know it makes us feel good when we get outstanding customer service. It invariably tempts us to spend more; it encourages us to come back a second or third time and it makes us more confident to refer that...


Consumed: Rethinking Business in the Era of Mindful Spending

by Andrew Benett & Ann O'Reilly St. Martin's Press (July 06, 2010)

As the effects of the global recession linger, consumers everywhere are changing their purchasing patterns, paying greater attention to what and why they are buying, and from whom. While many feel rampant spending...


The Buzz: 50 Little Things that Make a Big Difference to Worldclass Customer Service

by David Freemantle Nicholas Brealey (May 12, 2011)

Customers are key to your success. Make a big difference to them by taking care of the little things that matter - this book contains 50 tips and techniques to create a Buzz that delivers world-class customer...


Summary: Fail Fast or Win Big

by BusinessNews Publishing Business Book Summaries (July 19, 2016)

The must-read summary of Bernhard Schroeder's book: "Fail Fast or Win Big: The Start-Up Plan for Starting Now".

This complete summary of the ideas from Bernhard Schroeder's book "Fail Fast or Win Big" shows that...


Summary: Never Be Closing - Tim Hurson and Tim Dunne

by BusinessNews Publishing Business Book Summaries (July 19, 2016)

The must-read summary of Tim Hurson and Tim Dunne's book: "Never Be Closing: How to Sell Better Without Screwing Your Clients, Your Colleagues, or Yourself".

This complete summary of the ideas from Tim Hurson...


Summary: The Membership Economy

by BusinessNews Publishing Business Book Summaries (July 19, 2016)

The must-read summary of Robbie Kellman Baxter's book: "The Membership Economy: Find Your Superusers, Master the Forever Transaction and Build Recurring Revenue".

This complete summary of the ideas from Robbie...


Lean Solutions

by James P. Womack & Daniel T. Jones Free Press (December 01, 2009)

Womack and Jones deconstruct the broken producer-consumer model and show businesses how to repair it, by providing the full value consumers desire from products without wasting time or effort.

Why is it that,...


Customer Mania!

by Kenneth Blanchard, Jim Ballard & Fred Finch Free Press (November 02, 2004)

In Customer Mania!, Ken Blanchard, one of America's biggest bestselling authors and inspiring business leaders, writes of the key to customer service—creating a people-oriented, performance-driven, customer-first...


Your Call Is (Not That) Important to Us

by Emily Yellin Free Press (March 24, 2009)

Bring up the subject of customer service phone calls and the blood pressure of everyone within earshot rises exponentially. Otherwise calm, rational, and intelligent people go into extended rants about an industry...


Best Practices

by Arthur Andersen, Robert Heibeler, Thomas B. Kelly & Charles Ketteman Touchstone (January 22, 2001)

Comprehensive and on the cutting edge, Best Practices will serve as an invaluable information resource.

What makes the world's top companies so adept at providing stellar customer service? How do they meet the...


Discovering the Soul of Service

by Leonard L. Berry Free Press (July 13, 1999)

This wise and inspiring book by Leonard Berry, moves far beyond his pioneering work in services marketing and service quality to explain how great service companies meet their toughest challenge: sustaining...


Broken Windows, Broken Business: How the Smallest Remedies Reap the Biggest Rewards

by Michael Levine Grand Central Publishing (October 15, 2007)

Once every few years a book comes along with an insight so penetrating, so powerful - and so simply, demonstrably true -that it instantly changes the way we think and do business. Such a book is Broken Windows,...


What Clients Love: A Field Guide to Growing Your Business

by Harry Beckwith Business Plus (January 02, 2003)

Harry Beckwith is the author of Selling the Invisible and The Invisible Touch, both marketing classics. Now he applies his unparalleled clarity, insight, humor, and expertise to a new age of mass communication...


Six Pixels of Separation: Everyone Is Connected. Connect Your Business to Everyone.

by Mitch Joel Business Plus (September 07, 2009)

Is it important to be connected? Well, consider this: If Facebook were a country, it would have the sixth largest population in the world.

The truth is, we no longer live in a world of six degrees of separation....