Kundtjänst & CRM

This highly regarded textbook provides the definitive account of Customer Relationship Management (CRM) concepts, applications, and technologies, focusing on how companies can create and maintain mutually beneficial relationships with customers. R...

Läs mer »

Essential lessons in hospitality for every business, from the former co-owner of legendary restaurant Eleven Madison Park. Will Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling New York City two-star brasserie that...

Läs mer »

THE BESTSELLING SALES CLASSIC WITH 1 MILLION COPIES SOLD What's the secret to sales success? If you're like most business leaders, you'd say it's fundamentally about relationships - and you'd be wrong. The best salespeople don't just build relatio...

Läs mer »

From the author who defined the Experience Economy comes the next big shift: the Transformation Economy. A fundamental economic shift is emerging. Goods, services-even memorable experiences-are no longer enough to attract and keep your customers. ...

Läs mer »

Learn to design, build, and scale products consumers can't get enough of How do today's most successful tech companies¿Amazon, Google, Facebook, Netflix, Tesla¿design, develop, and deploy the products that have earned the love of literally billion...

Läs mer »

Skapa kundmöten som sticker ut och får kunderna att komma tillbaka. ¿ Wowservice är en inspirerande och praktisk guide för dig som vill bygga lojalitet, skapa ambassadörer och leverera service som gör avtryck. Oavsett om du är en entreprenör, kons...

Läs mer »

Bara Gjört - 9 förmågor för att odla kundcentrering, är en handbok för dig som vill arbeta praktiskt för att skapa en kundcentrerad organisation. Med hjälp av författarnas eget ramverk Upplevelseblomman slipper du fastna i långdraget planeringsarb...

Läs mer »

Hur kan kundservice gå från att ses som en kostnad till att bli en tillgång som stärker affärsvärde och bygger långsiktiga relationer? Den här boken visar hur man kan effektivisera och förbättra kundupplevelsen (CX) med hjälp av AI, men utan att k...

Läs mer »

THE NEW YORK TIMES BESTSELLER AS SEEN ON THE HIT TV SHOW 'THE BEAR' 'Any organization would benefit from his thinking' Simon Sinek, bestselling author of Start With Why 'One of the five best management books I have ever read. Plus, it is the most ...

Läs mer »

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 funger...

Läs mer »

With a new foreword by Ken Blanchard A straightforward and snappy guide to successful customer service from the author of the bestselling The One Minute Manager. Raving Fans, in a nutshell, is the advice given to a new Area Manager on his first da...

Läs mer »

Carina Rislund och Glenn Jonasson har många års erfarenhet av kunskapsutveckling inom tjänstedesign, kravhantering, innovation och ledarskap. Nu lanserar de tredje upplagan av "Handbok i tjänstedesign" som bland annat vänder sig till kvalitetsleda...

Läs mer »

#1 Wall Street Journal Bestseller & Instant New York Times Bestseller A game-changing approach to marketing, sales, and advertising. For the first time Seth Godin offers the core of his marketing wisdom in one compact, accessible, timeless package...

Läs mer »

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

Läs mer »

Detta är en bok som handlar om bemötande, kundservice och vinnande kommunikation. Boken passar alla, oavsett om du kallar kunden för kund, patient, gäst, besökare elev eller kollega. Vem vill inte förstå omgivningen bättre? Vem vill inte bli en mä...

Läs mer »

Packed with contemporary examples from the business world, this is an exciting and engaging text which explains how language works in business, how to analyse it and how to use it in an informed and creative way. The book is split into three parts...

Läs mer »

"A tactical primer for any business embarking on the critical work of actively building community."-Seth Godin, Author, This is Marketing "This book perfectly marries the psychology of communities, with the hard-earned secrets of someone who's don...

Läs mer »

A leadership playbook for making customer experience a core aspect of your business. In a rapidly changing world filled with uncertainties, one thing remains crystal clear: customers are increasingly fickle and no longer care about loyalty to any ...

Läs mer »

A USA Today Bestseller In a world where consumers expect more-instantly and seamlessly-personalization is a strategic imperative. Consumers want personalized experiences, but few companies are rising to the challenge. Those that succeed in persona...

Läs mer »

In this book, you'll 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...

Läs mer »

A fresh look into understanding your prospective customer's buying decisions to influence them and win more business Building on the groundbreaking success of the first edition, this newly revised and updated version of Buyer Personas enables mark...

Läs mer »

Reveals the question most critical to your company's future: 'Would you recommend us to a friend?'. This title provides a blueprint for long-term growth and success.

Läs mer »

The New York Times and No. 1 Wall Street Journal bestseller Blue Ocean Shift is the essential follow-up to the classic Blue Ocean Strategy, the 3.6 million copy global bestseller by world-renowned professors W. Chan Kim and Renee Mauborgne. Drawin...

Läs mer »

How do you develop products that people will actually use and buy? This practical guide shows you how to validate product and company ideas through customer development research-before you waste months and millions on a product or service that no ...

Läs mer »