Customer Service Books - Page 12

CRM at the Speed of Light, 3e

Paul Greenberg

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Customer Reviews:
Total reviews: 15 Average rating: 4.5 of 5

Great tehnology review 5 out of 5 stars.
5 of 5 people found this review helpful.

This is the bible for defining what CRM is, and is not, as well as categorizing all the technology offerings and giving good advice as to how to choose the right technology. I also read "CRM For The Common Man" by Russ Lombardo and thought it was a great precursor to CRM at the Speed of Light. CRM For The Common Man describes how to plan your CRM strategy up front, while Greenberg's book takes you to the next steps involving the technology. A great pair.

What a great education! 5 out of 5 stars.
3 of 3 people found this review helpful.

This book was truly one of the greatest educational books I've read. Whether it was intended for this or not, I don't know but what a great business overview of what CRM is as a whole. Paul's ability to simplify and his great sense of humour makes this book easy to read, easy to understand and was actually one of the most fun and informative books I've read in awhile. If your looking for a great understanding of CRM with a book that is hard to put down, this is the one. I can't wait for his second edition!

Editorial Review:

Updated to reflect the major changes in Customer Relationship Management (CRM) in the last few years, this third edition of CRM at the Speed of Light: Capturing and Keeping Customers in Real Time is a must-read for executives looking to leverage the latest technologies on the market to reach and retain customers. Learn CRM concepts, discover what tools are available and which ones are suitable for your business, and get practical, expert advice on avoiding common pitfalls.

Master Data Management and Customer Data Integration for a Global Enterprise

Alex Berson, Larry Dubov

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Total reviews: 2 Average rating: 4.5 of 5

Editorial Review:

Transform your business into a customer-centric enterprise 

Gain a complete and timely understanding of your customers using MDM-CDI and the real-world information contained in this comprehensive volume. Master Data Management and Customer Data Integration for a Global Enterprise explains how to grow revenue, reduce administrative costs, and improve client retention by adopting a customer-focused business framework.

Learn to build and use customer hubs and associated technologies, secure and protect confidential corporate and customer information, provide personalized services, and set up an effective data governance team. You'll also get full details on regulatory compliance and the latest pre-packaged MDM-CDI software solutions.

• Design and implement a dynamic MDM-CDI architecture that fits the needs of your business
• Implement MDM-CDI holistically as an integrated multi-disciplinary set of technologies, services, and processes
• Improve solution agility and flexibility using SOA and Web services
• Recognize customers and their relationships with the enterprise across channels and lines of business
• Ensure compliance with local, state, federal, and international regulations 
• Deploy network, perimeter, platform, application, data, and user-level security
• Protect against identity and data theft, worm infection, and phishing and pharming scams
• Create an Enterprise Information Governance Group
• Perform development, QA, and business acceptance testing and data verification

The CRM Handbook: A Business Guide to Customer Relationship Management (Addison-Wesley Information Technology Series)

Jill Dyché

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Customer Reviews:
Total reviews: 30 Average rating: 4.5 of 5

Editorial Review:

To compete effectively, today's organizations seek to become customer-focused, not product-focused. Customer Relationship Management (CRM) technology promises to help your enterprise do just that -- but implementing CRM presents unprecedented challenges throughout the organization. In The CRM Handbook, leading CRM expert Jill Dyche concise, to-the-point best practices for making CRM work. Jill Dyche begins by introducing CRM's value proposition, and demonstrating how it can significantly enhance the customer's experience. She explains why customer service is central to most CRM deployments, and provides benchmarks you can compare each of your customer touchpoints against. Dyche shows how CRM goes beyond managing customer leads to sharing customer knowledge; how CRM changes the customer's role in B2B and B2C supply chains; and how to use new "analytical CRM" techniques to make smarter strategic decisions. The CRM Handbook contains extensive coverage of planning and deploying CRM, including gauging complexity, choosing tools and vendors, staffing CRM projects, overcoming implementation roadblocks, and much more.An essential resource for every manager involved with -- or considering -- a CRM implementation.

Branded Customer Service: The New Competitive Edge

Janelle Barlow, Paul Stewart

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Customer Reviews:
Total reviews: 12 Average rating: 5.0 of 5

Four Words: Go Buy This Book! 5 out of 5 stars.
4 of 4 people found this review helpful.

I have been working on a branded customer service project for a few years now, and was looking for some research or reference material when I came across this book - it was like I found my "tribe"!

The authors do a brilliant job defining the concept of branded service, and offer great tools and ideas that you can use to start getting your organization "on-brand." It's easy and fun to read with real-life examples of what it's like to experience on-brand and off-brand service.

If you believe that branding only belongs in the advertising or marking department - think again. It's the job of the entire organization to not only represent your brand, but to also make it come alive!

Once you read this book you will never be able to look at an organization or service experience again without thinking... hmmm...was that off/on brand or what!

I highly recommend this book for anyone who is working in this field, or thinking about how to gain a real competitive advantage for their organization.

Editorial Review:

Branded Customer Service breaks new ground with an assertion that brand equity is built not just through advertising and public relations, but also through the human exchange of customer service. Customer relations experts Janelle Barlow and Paul Stewart have a passion for branding and explain in practical terms how to take a defined, recognizable brand position and then make it live through delivery of service. Challenges to consistency are discussed, as well as the internal promotion of brands, the reinforcement of brands through staff and customer interactions, and how to link brands to selling styles and messages.

Zingerman's Guide to Giving Great Service

Ari Weinzweig

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Total reviews: 14 Average rating: 4.5 of 5

Editorial Review:

Entrepreneurial phenomenon Ari Weinzweig, co-founder of the much-loved Zingerman's Deli, shares the secrets to providing world-class customer service. Zingerman's in Ann Arbor, Michigan, is a beloved deli with some of the most loyal clientele around. It has been praised for its products and service in media outlets far and wide, including the New York Times, Men's Journal, Inc. Magazine, Esquire, Atlantic Monthly, USA Today, and Fast Company. And what started out as a small deli has grown to a flourishing restaurant, catering service, bakery, mail-order operation, creamery, and training business.

Booming business and loyal customers are proof enough that the Zingerman's team knows a thing or two about customer service. Now in Zingerman's Guide to Giving Great Service, co-founder Ari Weinzweig shares the unique Zingerman method of treating customers, giving the reader step-by-step instructions on what to teach staff, how to train them, how to implement the training, how to measure their success, and finally, how to reward performance.

Some of Zingerman's time-tested principles:

--Customers who get a great product but poor service won't be as loyal as those who are disappointed with a product but get great service.
--You'll get more complaints if people believe you care enough to listen to them. And that's a good thing.
--Employees who are rewarded, respected, and well cared for treat customers the same way.

Think Like Your Customer: A Winning Strategy to Maximize Sales by Understanding and Influencing How and Why Your Customers Buy

Bill Stinnett

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Total reviews: 22 Average rating: 5.0 of 5

Editorial Review:

How to capture customers by learning to think the way they do

The most common complaint Bill Stinnett hears from his corporate clients is that would-be vendors and suppliers "just don't understand our business." In Think Like Your Customer, Stinnett explains why the key to landing corporate customers is to learn to think about the things executives and business owners think about and understand how they make complex buying decisions.

Drawing upon his years of experience as a Fortune 500 consultant, he offers sales and marketing professionals a powerful framework for understanding the inner workings of a business; knowing what motivates its executives and influences their buying decisions; identifying a company's organizational structure and decision-making psychology; and using that information to develop a winning strategy for influencing how and why the customer buys.

In addition, you receive:

• Solid marketing insights delivered in a fun, breezy style by a top corporate consultant and seminar leader
• Expert tips on how to maximize the value and profitability of relationships with corporate clients and customers

Instant Referrals

Bradley J Sugars, Brad Sugars

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Total reviews: 12 Average rating: 4.0 of 5

Editorial Review:

Turn your best customers into your most passionate promoters.

If you're the kind of business owner who hates cold calling and chasing after new leads, then you'll love the easy referral strategies in Instant Referrals used by self-made millionaire and entrepreneurial expert Brad Sugars. Discover how to:

• Evaluate a referral-based system that's right for your business
• Determine which customers you want referred to you- and which you don't
• Transform satisfied customers into your biggest fans by continually exceeding their expectations
• Create ways to use referrals to generate more buzz for your business

Get real results right now when you discover all that Instant Success has to offer!

Instant Advertising * Instant Cashflow * Instant Leads * Instant Profit * Instant Promotions * Instant Repeat Business * Instant Sales * Instant Systems * Instant Team Building * The Business Coach * The Real Estate Coach * Successful Franchising * Billionaire in Training

The DNA of Customer Experience: How Emotions Drive Value

Colin Shaw

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Customer Reviews:
Total reviews: 3 Average rating: 4.5 of 5

Editorial Review:

Show me the money! This is the frantic cry of the "old guard" of senior executives as they desperately struggle to deal with commoditizing markets, the loss of their differentiator and the inevitable impact on profitability.

At the same time the new breed of enlightened, customer-focused executives knowingly smile, seeing the answer is simple: focus on the customer rather than the organization, provide customers with an emotionally engaging experience, and the rest will take care of itself. They understand that the customer experience is the next competitive battleground and that emotions account for over 50% of an experience.

In one case study in this book, an organization adopting this philosophy dealing in a mature market, enjoyed 100% growth in revenues, doubled their customer base, substantially reduced customer churn, increased the effectiveness of their marketing campaigns by 20% and reduced employee attrition by 13%.

As the world thought leaders on customer experience, Colin Shaw and the team at Beyond Philosophy have undertaken more than 18 months of groundbreaking research to discovering the emotions that drive and destroy value in an organization and can now disclose the empirical link between evoking these emotions and substantial financial returns.

By the end of the book you will understand:
* The four clusters of emotions that increase customers' short term spend and drive and destroy customer loyalty
* How to prove that improving your customer experience provides considerable financial returns
* How to evoke these emotions in your customers
* How these emotions affect your "Net Promoter" score and how to use them to improve it
* Why every organization has an Emotional Signature

This book is littered with examples of organizations who already understand the DNA of customer experience and know the power of emotions to gain a competitive edge.

The Designful Company: How to build a culture of nonstop innovation (Voices That Matter)

Marty Neumeier

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Editorial Review:

“The complex business problems we face today can’t be solved with the same thinking that created them,” says author Marty Neumeier in this entertaining and original read. Instead, he says, we need to start from a place outside traditional business thinking. In an era of fast-moving markets and leap-frogging innovations, we can no longer “decide” the way forward. Today we have to “design” the way forward—or risk ending up in the fossil layers of business history.

This is the third in the author’s bestselling series of “whiteboard overviews.” In his first, THE BRAND GAP, he addressed the gulf between business strategy and customer experience. In his second, ZAG, he explored the number-one strategy of high-performance brands. In the third, THE DESIGNFUL COMPANY, he shows how design thinking can build a culture of nonstop innovation. “If you wanna innovate,” he says, “you gotta design.”

Excerpts from The Designful Company (Click images for larger versions)

Clued In: How to Keep Customers Coming Back Again and Again

Lewis Carbone

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Total reviews: 11 Average rating: 4.5 of 5

Editorial Review:

Every customer has an experience with a product, service, or brand--good or bad. But few businesses know how to systematically manage customer experience, so they lose their best opportunity to leverage the long-term value of their customer relationships. Now, one of the field's top consultants shows how to engineer customer experiences from start to finish. Experience Engineering founder/CEO Lou Carbone draws on the latest neuroscientific research, explaining how an impressionistic mosaic of physical and emotional sensations is filtered through the senses, assembled into a powerful perception, and crystallized into attitudes that dictate everything from customer satisfaction to long-term loyalty. Next, he systematically explains how to assess and audit existing customer experiences, design and implement new ones, and steward them over time, to ensure consistent excellence and improvement. Increasingly, customer experience is a business' only opportunity for differentiation. This book gives readers the tools to craft an outstanding customer experience, no matter what they sell, or to whom it is sold.Readers will leave this book with a clear and actionable plan for managing the experiences that define their businesses--and their futures--on a day-to-day basis.