A seminal work by bestselling author Clayton M. Christensen, now with a refreshed package. In the international bestseller The Innovator's Dilemma, Clayton Christensen exposed the Achilles' heel of many companies: by ignoring the disruptive technologies that evolve to displace t…
In an online and social media world, measurement is the key to success If you can measure your key business relationships, you can improve them. Even though relationships are "fuzzy and intangible," they can be measured and managed-with powerful results. Measure What Matters exp…
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 developments in design, analytics, and customer…
Social Customer Service is new. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed. Customer appetite has promoted this form of interaction to the very…
What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you'…
Service-Dominant Logic presents a major paradigm shift in thinking about value creation and markets, moving from a g̀oods/product' logic to a logic that treats the process of service provision as the basis of all exchange, both commercial and social. This timely Handbook brings t…
This work looks at human resource management in call centres from an international perspective and uses research from leading academics in the field. The characteristics and features of working in a call centre are examined, followed by the effects that this type of work has on …
During the last thirty years, a wide range of product companies throughout the Western economies have considered moving into or setting up service businesses. This book explores the experience of those who have made the transition; and some who have resisted it. It covers in dep…
"The Business on a Shoestring" series helps small business owners grow their business imaginatively, effectively and without spending a fortune. Aimed at entrepreneurs with plenty of vision and commitment but not a lot of cash, each book is packed with ideas that really work, re…
Examines the emergence of databases as marketing tools and the implications this may have for media, advertising, and society. This book traces the transformation of marketing techniques online, on television, and in retail stores. It describes public reaction against database m…
This reference text covers the trilogy of processes - quality planning, quality control, and quality results - that underlie management for quality. This edition contains all the tools necessary for successful quality engineering and management.
A practical blueprint to creating a successful CRM programme, this text provides real case studies, process examples and templates to make it easy to get started and then repeat the small steps.
First Published in 1999: This book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness, and how to create and provide outstanding customer value to the target market(s).
