Kundtjänst & CRM

THE FIRST STEP-BY-STEP GUIDE ON HOW TO ENGAGE WITH YOUR CUSTOMER EXPERIENCE AND IMPROVE YOUR COMPANY'S BUSINESS PERFORMANCE.   Customer experience is fast becoming a key component of business strategy and a critical differentiator in crowded ...

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Learn to design, build, and scale products consumers cant get enough of How do todays most successful tech companiesAmazon, Google, Facebook, Netflix, Tesladesign, develop, and deploy the products that have earned the love of literally billions of...

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Under 12 år har författaren och hans organisation analyserat över 35 000 kvalificerade säljsamtal och säljsituationer. De metoder som han arbetat fram har sedan testats av ca 10 säljare i ett stort antal länder, däribland Sverige. Ett tusental för...

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Detta är en bok som passar alla som vill förstå sin omgivning bättre och som vill bli bättre på att tackla olika människor i vitt skilda situationer. Boken behandlar ämnena kommunikation, bemötande, kundvård och kundservice. Önskar du bli bättre p...

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From the bestselling co-author of The Challenger Sale, a paradigm-shattering approach to overcoming customer indecision and closing more sales In sales, the worst thing you can hear from a customer isn't "no." It's "I need to think ...

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Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, Disney Institute, which specializes in helping profession...

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Ett riktigt proffsigt kundmöte är viktigare än någonsin. Det handlar om att göra mötet med din kund så fantastiskt att du skapar lojala kunder som kommer tillbaka om och om igen. Din roll som säljare är helt avgörande. Vi har sett när det fungerar...

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Another extraordinary business fable from the New York Times bestselling author Patrick Lencioni Written in the same dynamic style as his previous bestsellers including The Five Dysfunctions of a Team, Lencioni illustrates the principles of inspir...

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Named one of 100 Leadership & Success Books to Read in a Lifetime by Amazon Editors A Wall Street Journal and Businessweek bestseller. Named by Fast Company as one of the most influential leadership books in its Leadership Hall of Fame. An inn...

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Why is it that Casio can sell a calculator more cheaply than Kellogg's can sell a box of corn flakes? Why can FedEx absolutely, positively" deliver your package overnight but airlines have trouble keeping track of your bags? What does yo...

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The president and CEO of Scandinavia Airlines (SAS) shows how to adapt to the new customer-driven economy.

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Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty...

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In this book, youll find 54 hands-on descriptions that help you do the key methods used in service design. These methods include instructions, guidelines, and tips-and-tricks for activities within research, ideation, prototyping, and facilitation....

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A timely, essential guide to understanding and monetizing the Internet of Things in any industry what is the internet of things? the latest evolution in online technology, the internet of things (iot) is the integration of physical devices such as...

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The timeless guide to sales success has been revised to help you supercharge personal and team performance in a new economy "People make buying decisions emotionally and justify them logically." that shrewd insight from the first edition of this b...

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Develop and cultivate the kind of robust, long-term customer relationships that power companies like Nike, Spotify, LinkedIn, and Target more and more companies are concluding that the potential rewards of subscription-based products and services ...

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No matter how much repeat business you get from loyal customers, the lifeblood of your business is a constant flow of new accounts. Whether youre a sales rep, sales manager, or a professional services executive, if you are expected to bring in new...

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This is an action-oriented book for managers and entrepreneurs searching ways to tackle issues they face in terms of developing and delivering services. The book focuses on service organizations, but has a broad interpretation of what services are...

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Create a great customer experience whoever you are. Customers are powerful. They have a loud voice, a wealth of choice and their expectations are higher than ever.   This book covers ten principles you can use to make real world improvem...

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Discover how the world's best brands create outstanding customer experience, engaged teams and market-beating growth with this practical guide, providing a model that will help any organization deliver effective and seamless customer engagement. C...

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From the Wall Street Journal bestselling author of Growth IQ comes a guide to enhancing customer and employee experience simultaneously for unprecedented revenue growthIn the war for customer acquisition, businesses invest millions of dollars to i...

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Praise for stop acting like a seller and Start Thinking Like a Buyer "Stop Acting Like a Seller and Start Thinking Like a Buyer is a book that teaches you emphatically that 'words matter.' If you want to set yourself apart from others, whethe...

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A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world...

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uncover a new way to network and build relationships that last! Networking is often considered a necessary evil for all working professionals. With social media platforms like Linkedin, Twitter, Instagram, and Facebook at our disposal, reaching po...

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A powerful call to action, Customer Centricity upends some of our most fundamental beliefs about customer service, customer relationship management, and customer lifetime value. Despite what the old adage says, the customer is not always right. Ev...

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The power of glitzy advertising and elaborate marketing campaigns is on the wane; word- of-mouth referrals are what drive business today. People trust the recommendation of a friend, family member, colleague, or even stranger with similar tastes o...

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What Is Social Media Engagement? It is the number of shares, likes, and comments. A big following is great, but an engaged audience is better than a big one—quality over quantity. There are certain metrics used to measure social media engage...

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