"In Groundswell, two top analysts from Forrester Research show you how to turn the force of customers connecting to your own advantage. With twenty-five vivid cases from around the world--from health care to retail to consumer goods to business services--Li and Bernoff show how …
This book will have two purposes. First, the book will educate readers on how research can be used to help their organization more effectively reach its goals. Second, it will educate the reader on how to conduct different methods of research and use the findings to improve thei…
Customers today are picky, fickle, vocal, and "all about me" vain. With the reach and influence of the Internet, they are also powerful. If they receive poor or impersonal service, they talk back--with a single snarky video or damning review gone viral, they can bring down a com…
Beverly Macy and Teri Thompson explain how you can use this global, real-time platform to change how consumers interact with your brand. They then present detailed case studies illustrating how top organizations and emerging brand giants have proven the remarkable effectiveness …
"A new data-driven approach to building customer relationships that fuel sustainable business growthIgniting Customer Connections explores how organizations of all sizes can build powerful and profitable customer relationships in a today's increasingly complex, fast-paced, and f…
Agile Prinzipien und Frameworks wurden zwar für die Entwicklung komplexer Produkte geschaffen, doch sie lassen sich auch im Vertrieb gewinnbringend nutzen. Mit diesem Buch erhalten Geschäftsführer, Vertriebsleiter, Führungskräfte, Berater und Mitarbeiter aus Service und Vertrieb…
Business relationships are built one minute at a time. From introduction to closing, every 60 seconds you have an opportunity to strengthen your relationship or destroy it. Isn't it time you started leveraging your expertise, demonstrating your value, and building trust with you…
Providing a clear guide to the specific analytical challenges faced by the retail sector, this no-nonsense book covers the nature and scale of data obtained in transactions, relative proximity to the consumer and the need to monitor customer behavior across multiple channels. --
