"Whether or not you use Salesforce, this book will provide you with a strategic framework to drive business transformation for your organization and your customers, and give an understanding of how cloud technology influences, and is influenced by, current trends and development…
"A comprehensive guide to a burgeoning field, this book shows how to design and implement a future-proof post-sales service program focused on proactively addressing customers' needs in a personalized way. For too long, companies have detached from customers after the moment of …
"In this insightful new text, Cristina Ziliani and Marco Ieva trace the evolution of thinking and practice in loyalty management. From trading stamps to Amazon Prime and Alibaba 88 Membership, they present a fresh take on the tools, strategies and skills that underpin its key si…
"Customers and products are the heart of any business, and corporations collect more data about them every year. However, just because you have data doesn't mean you can use it effectively. If not properly integrated, data can actually encourage false conclusions that result in …
Social media games satisfy the need to interact, compete and exercise imagination, plus they're fun. What if your business offered those rewards to your customers? Consider looking at your business as if it were a game -- discover how fun can generate energy that boosts the bott…
Explains how to use customer-focused technology to revolutionize business marketing, including crafting a relevant message, learning effective ways to engage customers, incorporating the right social tools, and recognizing trends.
This much-anticipated new edition of the bestseller Customer Relationship Management provides a comprehensive and balanced review of CRM, now with substantial revisions responding to the recent changes in CRM practice. The book explains what CRM is, the benefits it delivers, the…
"This much-anticipated new edition of the bestseller Customer Relationship Management provides a comprehensive and balanced review of CRM, now with substantial revisions responding to the recent changes in CRM practice. The book explains what CRM is, the benefits it delivers, th…