Customer Service
Essential Books
"Ulwick's
outcome-driven programs bring discipline and
predictability to the often random process of
innovation."
--Clayton Christensen, author of The Innovator's
Solution
"We are
institutionalizing across the entire company desired
outcomes as the essential form of customer input we
collect in research, and we've seen the powerful results
it's had in our product development, marketing, and
sales groups."
--Jeff Baker, Senior Market Research Manager, Corporate
Market Research, Microsoft
From Publishers Weekly
According to this turgid primer, service with a smile is
no longer enough. With today’s glut of interchangeable
commodities and cynical consumers, every aspect of
customer service must reinforce the brand image
promulgated by the marketing department. Thus, employees
of Fabulous Freddie’s gas stations try to work the word
"fabulous" into every conversation with customers, while
Abercrombie and Fitch hires college-age salespeople who
look like their catalogue models.
Christensen (The Innovator's
Dilemma) analyzes the strategies that allow corporations
to successfully grow new businesses and outpace the other
players in the marketplace. Christensen's earlier book
examined how focusing on profits can destroy even well-run
corporations, while this book focuses on companies
expanding by being "disruptors" who are able to outpace
their entrenched competition. The authors (Christensen is
a professor at Harvard Business School and Raynor, a
director at Deloitte Research) examine the nine business
decisions integral to growth, including product
development, organizational structure, financing and key
customer base.
For the
Back Cover:
"In The Firm of the Future, Ron Baker and Paul
Dunn create an intellectual challenge for firm leaders.
They are truly two of the best critical thinkers today.
Together they provide the reader with a wealth of
thought-provoking ideas. This is an intellectual
masterpiece." —August J. Aquila, Ph.D. Managing
Director, American Express Tax and Business Services and
Co-Author of CPAs That Sell and CPA Firm Mergers That
Work
"When I
first received my copy of The Firm of the Future
I was intimidated by its size and began reviewing the
table of contents for the sections that seemed most
interesting to me. But, as I am prone to do, I began at
the first page. I soon found myself pouring through the
book, chapter by chapter. Paul Dunn and Ron Baker have
compiled a work that has incredible depth, wisdom, and
insight. What I enjoyed most, however, was the
conversational tone that makes this book hard to put
down. I feel like I have had a personal conversation
with wise counselors who understand my business."
—Michael C. Knowles, Partner, Frank, Rimerman + Co., LLP,
Menlo Park, California
ROI selling
works within a company's existing sales methods to
increase the effectiveness and production of their sales
force.
Current economic conditions are forcing everyone from
large corporations to smaller privately held companies
to maximize their revenue streams from new and existing
customers. To be successful, firms today must outsell
their competition and exceed customer expectations-thus
creating long-term satisfaction and loyalty.
While basic
sales methodologies instruct salespeople on the nuts and
bolts of the sales process-who to approach in an
organization, when to ask questions, and what to ask-ROI
Selling takes them to a new level. Using a unique
"360 Degree Measurement" technique, this guide provides
practical tools for turning valuable customer feedback
into a compelling case for their products and services.
For more customer service
books see Customer
Service Books 2
3
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