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Author Neil Rackham
The international bestseller that revolutionized high-end selling!Written by Neil Rackham, former president and founder of Huthwaite corporation, SPIN Selling is essential reading for anyone involved in selling or managing a sales force. Unquestionably the best-doc....
Release Date 1988/05 -
Great Customer Service on the Telephone
Author Kristen Anderson
First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone -- from salesperson to manager to sec....
Release Date 1992/11 -
Managerial Promotion: The Dynamics for Men and Women
Author Kathy E. Kram , Patricia J. Ohlott , Marian N. Ruderman
There are subtle but potent differences in the ways decisions are made to promote men and women. This publication looks at these differences through a study conducted at one Fortune 500 company. It discusses the several ways that the promotion decision process can ....
Release Date 1996/08 -
EMC at Component and PCB Level
Author Martin O 'Hara
This book provides the knowledge and good design practice for the design or test engineer to take the necessary measures to improve EMC performance and therefore the chance of achieving compliance, early on in the design process. There are many advantages for ....
Release Date 1998/04 -
Accelerating Customer Relationships: Using CRM and Relationship Technologies™
Author Ronald S. Swift
Leverage people, processes, activities, information, and technologies to...Acquire new, more profitable customersBuild long-term customer loyaltyServe every customer as an individualDrive powerful marketing opportunitiesIncrease profits and shareholder value!The sta....
Release Date 2000/09 -
Author Gary R. Sisson
On-the-Job Training (OJT) is the single most used training method in organizations today. But it is also the most misused-because very few of those doing OJT are ever trained how to do it. In Hands-On Training Gary Sisson draws on his thirty-five years of experience....
Release Date 2001/01 -
Convergence in Broadcast and Communications Media
Author John Watkinson
Convergence in Broadcast and Communications Media offers concise and accurate information for engineers and technicians tackling products and systems combining audio, video, data processing and communications. Without adequate fundamental knowledge of the core....
Release Date 2001/04 -
The CRM Handbook: A Business Guide to Customer Relationship Management
Author Jill Dyché
Praise for The CRM Handbook“Want to avoid being one of the estimated 70 percent of companies who have tried implementing standalone CRM systems and failed? Confused by what your IT suppliers are telling you about ‘CRM’? Then you need to read this book! Jill provides....
Release Date 2001/08 -
Web Content Management: A Collaborative Approach
Author Russell Nakano
Praise for Web Content Management: A Collaborative Approach“I thought this book was very good. Well-written, easy to understand, clear, good illustrations, and topical. This is complex, somewhat slippery material, and the author has made it clear and graspable.” ....
Release Date 2001/09 -
Interactive Design for New Media and the Web
Author Nick Iuppa
In an age where digital technology makes just about anything possible, Interactive Design for New Media and the Web demonstrates how to realize that promise through the creation of outstanding interactive programs. This hands-on, practical book examines the ev....
Release Date 2001/09 -
The Web Content Style Guide: An Essential Reference for Online Writers, Editors, and Managers
Author Catherine O’Dowd , Rob Norton , Gerry McGovern
As quality becomes ever more critical in differentiating successful websites, the need for a professional approach to your content is growing. The Web Content Style Guide provides a set of standards and rules to ensure consistent quality content and a flawless servi....
Release Date 2001/11 -
Customer Relationship Management: The Bottom Line to Optimizing Your ROI
Author Dr. Natalie L. Petouhoff , Dr. Jon Anton
For undergraduate/graduate-level courses in Quantitative Measurement and Consumer Behavior.Cutting-edge in perspective, this text presents innovative proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a comp....
Release Date 2001/12 -
Author Barton J. Goldenberg
Barton Goldenberg shares his unparalleled practical expertise on everything from security to internationalization, helping you avoid disastrous missteps—and transform the potential of CRM into long-lasting competitive advantage.Identify your goals and customize a CR....
Release Date 2002/02 -
Author Jeffrey Peel
In CRM, Jeffrey Peel defines Customer Relationship Management in a radical new way by putting communications at the center. In the past, CRM was mostly about the technology, not about the customer. In this book, Peel talks about a new ethos that is beginning to fund....
Release Date 2002/07 -
From Concept to Wall Street: A Complete Guide to Entrepreneurship and Venture Capital
Author Ron Lubash , Davidi Gilo , Chemi Peres , Uri Geiger , Oren Fuerst
From Concept to Wall Street is the definitive guide to the new realities of venture capital. Two leading experts in venture-backed entrepreneurship offer start-to-finish coverage of the entire process: planning, teambuilding, protecting intellectual property, identi....
Release Date 2002/08 -
Organization 21C: Someday All Organizations Will Lead This Way
Author Subir Chowdhury
Organization 21C: Someday All Organizations Will Lead This Way brings together 19 all-new essays by the world's leading management thinkers, covering every key driver of organizational success: leadership, process, people, and organizational design. You'll find br....
Release Date 2002/09 -
Customer Relationship Management: Getting It Right!
Author Judith W. Kincaid
Build a winning CRM program—one step at a time.This book presents a complete, step-by-step blueprint for designing, implementing, and managing a successful CRM program. The former Director of HP's enterprise-wide CRM initiative shows how to identify the elements of....
Release Date 2002/10 -
Managing Enterprise Content: A Unified Content Strategy
Author Steve Manning , Pamela Kostur , Ann Rockley
Today's businesses are overwhelmed with the need to create more content, faster, cutomized for more customers, and for more media than ever before. Managing Enterprise Content: A Unified Content Strategy provides the concepts, strategies, guidelines, processes, and....
Release Date 2002/10 -
The Complete Idiot's Guide to Great Customer Service
Author Ron Karr
You're no idiot, of course. You skillfully manage your kids' temper tantrums, diplomatically handle office politics, and even pleasantly deal with your friends' bickering. But when it comes to handling customer service, you feel utterly lost. It's time to make g....
Release Date 2003/01 -
Author John R. DiJulius
“Either you can decide to compete on price alone and pray you can maintain a cost structure to generate a profit, or you can provide magical moments that create value for your guests. . . . Throughout Secret Service, DiJulius demonstrates how to transform bland cus....
Release Date 2003/01 -
The Service Pro: Creating Better, Faster, and Different Customer Experiences
Author Josh Stroup , Rick Tate
This book provides a fundamental understanding of the competencies and tactics that increase customer retention and referrals. Ideal for both employees who serve customers directly or indirectly and those who manage them, this book offers lessons that will build pro....
Release Date 2003/01 -
Predators and Profits: 100+ Ways for Investors to Protect Their Nest Eggs
Author Martin Howell
Predators and Profits helps you uncover the kind of scandals that brought down Enron and Worldcom. Are problem stocks still lurking in your portfolio? Learn how to identify them, while there’s still time. Leading Reuters business journalist Martin Howell identifies ....
Release Date 2003/04 -
Investment Fables: Exposing the Myths of "Can't Miss" Investment Strategies
Author Aswath Damodaran
A hard-nosed, objective evaluation of today's most widely-touted investment strategies.Examines 14 common investment strategies and presents exactly what works--and what doesn't.Beyond anecdotes: run the numbers with one of the world's leading investment research....
Release Date 2004/03 -
Clued In: How To Keep Customers Coming Back Again and Again
Author Lewis P. Carbone
Good, bad, or indifferent, every customer has an experience with your company and the products or services you provide. But few businesses really manage that customer experience... so they lose the chance to transform customers into lifetime customers.In this book, ....
Release Date 2004/05 -
Content Production Technologies
Author Harou Hiki , Fumio Hasegawa
We are currently in a digital content era. With the increase in circulation of multimedia content globally via the internet it has lead to the need for reuse of content stored in archives; the utilisation of newly stored materials; partially finished broadcasting p....
Release Date 2004/08 -
From Ice Cream to the Internet: Using Franchising to Drive the Growth and Profits of Your Company
Author Scott A. Shane
In this book, Dr. Scott A. Shane systematically helps businesses assess the pros and cons of the decision to franchise. This book focuses squarely on the issues and challenges faced by franchisors. Shane answers key questions such as: What do successful franchisors....
Release Date 2005/01 -
Author Sharlyn J. Lau
Knowing how to motivate employees is critical for an organization's ability to get results. When employees are not motivated properly, their productivity drops and key milestones and deadlines are missed. Motivation determines the direction of an employee's behavi....
Release Date 2005/10 -
Author Lou Russell
The title of this book, Training Triage, goes a long way toward describing its contents and approach to solving workplace performance issues. Simply put, this book offers you emergency remedies for the real training challenges and situations training professionals f....
Release Date 2005/10