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.