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Books > Business & Economics > Business & management > Sales & marketing > Customer services
Is Customer Relationship Management (CRM) an obsolete concept? As
technology and cultural changes continue to influence our customer
strategies, the terms and methods we use to define them are also
changing. Is CRM still relevant as we address the need for customer
engagement innovation and the customer experience? What role does
customer relationship management play? How does it support the
initiatives that drive customers to buy, return, and recommend your
products and services to others? And how do you ensure that
everyone in your company is working together towards the goal of
building customer relationships through meaningful interactions
that make the customer feel rewarded for doing business with you?
Speaking Frankly About Customer Relationship Management is a timely
collaboration resource for customer relationship strategy success.
It proposes that Customer Relationship Management achievement comes
from honest and transparent conversations about CRM strategy and
technology. Filled with practical and actionable guidance, the book
reminds us of the important collaboration principals that drive
customer relationship-building, engagement and experience. Sharing
from over 20 years of experience designing and implementing
customer strategies and technology solutions, innovation strategist
JC Quintana compels us to speak frankly about our business
relationships and the interactions that lead to trust and heartfelt
service.
Did you know that a 5% increase in customer loyalty could add an
extra 25-100% of profit to your bottom line? Did you know that it
costs 5-8 times more to get a new client than to keep an existing
client? Did you know that loyal customers who buy regularly help
you have predictable cash flow? This book gives you the 'why' and
the 'how' of customer loyalty so you can have these benefits in
your business. Just like in sports your business can have a
playbook, a notebook that contains the game plays that make a team
successful. Each chapter has a play diagram followed by an
explanation, a case study and discussion questions to use with your
team. There are four sections that build customer loyalty
infrastructure into your business: leadership, engaged employees,
designing the customer experience and targeted marketing.
Recommended by Dr. Ivan Misner PhD, the founder of BNI (Business
Networks International) and author of 17 books, this book in his
words will "bring profit to your bottom line." He states this book
is filled with, "everything you need to know to effectively build a
growing and thriving business, maintain your customer base, and
obtain long-term highly efficient employees." Inside this book are:
-9 compelling reasons why you want to improve customer and client
loyalty - 12 executable and customizable winning game strategies
that you can use independently of the others to gain customer
loyalty - - the ultimate end goal of a successful and sustainable
business.
I understand that you don't have millions of dollars to funnel into
a reputation management or a reputation marketing situation like
the huge corporations. Wouldn't it be great if you had someone to
take care of those issues for you? That's what this book is going
to give you. It's going to answer questions you may have about
reputation management and reputation marketing, as well as
questions you didn't know you needed to answer. I wanted to write a
book that would give business owners like yourself a strong
foundation on which you can build an online reputation that would
attract new business instead of pushing it into the arms of your
competitors. This book is going to equip you with everything you
need to be much more savvy about reputation management. As someone
that has been actively involved in reputation marketing for the
past 3 years, I've seen many businesses fail because of negative
reviews that were written about them online. On the flipside, I've
also seen many businesses increase their monthly revenue
exponentially as a result of their good reviews online. I'll be
showing you how your online image plays a major role in your
business success and I'm even going to show you how you can take
control of it and use it to your advantage. That's right, you're
going to learn how to use your online reputation to attract new
clients, customers, patients.. You can't just ignore your online
reputation any longer and hope things will work themselves out in
the long run. Ignorance is never bliss in the digital world.
Master the art of providing effective IT services to your customers
by leveraging Zendesk About This Book * Deep dive into the
functionalities of Zendesk and improve your organization's customer
services * Learn how to expand the capabilities of Zendesk by
integrating and extending it with third-party tools * A master
level guide that manages tickets, channels, and workflows along
with advanced security features Who This Book Is For This book is
for proficient Zendesk administrators who want to unlock the full
potential of their Zendesk environment by gaining a deeper
understanding of Zendesk's advanced customization options. What You
Will Learn * Customize ticket channels such as Email, Twitter,
Facebook, and Web-Widget * Add business rules to create a more
effective and automated Zendesk environment * Use Zendesk apps to
add more functionality to the Zendesk setup * Extend Zendesk with
JIRA and Salesforce * Create custom metrics within GoodData in
order to set up customized and automated reports * Learn how to
secure and troubleshoot Zendesk In Detail Zendesk is a cloud-based
customer service solution that is widely used because it is easy,
efficienct, flexible, and low cost. It is highly scalable and is
great for organizations of all sizes. If you're a Zendesk
administrator and are looking to explore advanced-level concepts,
then this book is for you. It covers the core functionalities such
as managing users, groups, and the organization, and creating and
adding custom fields. You will learn how to add customized ticket
channels to your account. Then, you will focus on customizing
business rules and extending Zendesk with JIRA and Salesforce.
Towards the end, the book emphasizes security and troubleshooting
aspects as well as providing tips and tricks to create a more
efficient support environment. By the end of this book, you will be
able to turn a basic Zendesk setup into a highly customized working
environment. Style and approach This advanced guide provides easy
to understand examples to ensure you gain expertise with Zendesk.
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