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Books > Business & Economics > Business & management > Sales & marketing > Customer services

Repeat Business Inc - The Business of Staying in Business (Paperback): Paul Rutter Repeat Business Inc - The Business of Staying in Business (Paperback)
Paul Rutter
R393 Discovery Miles 3 930 Ships in 10 - 15 working days
Nonprofit Customer Service Superstars - Six attitudes that bring out our best (Paperback): Cary Jon Cavitt Nonprofit Customer Service Superstars - Six attitudes that bring out our best (Paperback)
Cary Jon Cavitt
R374 Discovery Miles 3 740 Ships in 10 - 15 working days
Pattern for Excellence - Engage Your Team to WOW More Customers (Hardcover): Brigham Dickinson Pattern for Excellence - Engage Your Team to WOW More Customers (Hardcover)
Brigham Dickinson
R561 R476 Discovery Miles 4 760 Save R85 (15%) Ships in 10 - 15 working days

When was the last time you received WOW worthy customer service from a business? Have you ever been curious how some companies consistently deliver this WOW factor? Pattern for Excellence is designed to help business owners create WOW Experiences on a daily basis...not one customer at a time, but by building relationships and uniting employees behind a greater cause. This amazing phenomenon begins with your workplace culture and gets transferred to your customers. But, how do you create a culture that over delivers and delights customers? In reading this book, you will be inspired to create a noble purpose in your organization and establish a pattern of excellence. When your company successfully masters these principles, amazing results start to materialize with your customers...on a routine basis. Establishing a workplace culture which consistently delivers WOW customer service is far easier than you would believe. By following the steps in this book, your organization will be on its way to creating raving fans in your industry.

Mastering Salesforce CRM Administration (Paperback): Rakesh Gupta Mastering Salesforce CRM Administration (Paperback)
Rakesh Gupta
R1,499 Discovery Miles 14 990 Ships in 10 - 15 working days

Learn about the Advanced Administration Certification Examination and build a successful career in Salesforce administration About This Book * Build your skills and knowledge to crack the Advanced Admin Certification Examination * Leverage the advanced administration capabilities of Salesforce and Salesforce1 * Optimize and extend Sales Cloud and Service Cloud applications Who This Book Is For This book is written for Salesforce admins who are looking to gain an in-depth knowledge of the Salesforce platform and grow their value in their organization. It will teach them to implement and design advanced business process automation for the benefit of their organization. What You Will Learn * Adopt Lightning Experience to improve the productivity of your organization's sales team * Create and maintain service entitlements and entitlement processes * Process Builder basic and advanced concepts * Different ways to deploy applications between environments * Best practices for improving and enriching data quality In Detail The book starts by refreshing your knowledge of common admin tasks. You will go over Lightning Experience and various security aspects. You will be shown how to implement territory management in your organization and make use of custom objects. From here, the book progresses to advanced configuration, data management, and data analytics before swiftly moving on to setting up advanced organization-wide features that affect the look and feel of the application. Extend the capabilities of your organization's Salesforce implementation by optimizing and extending Sales Cloud, Salesforce1, and Service Cloud applications. This guide will equip you with the tools you need to build a successful career in Salesforce. Style and approach The book takes a straightforward, no-nonsense approach to working with the Salesforce CRM platform. It is filled with examples, advanced use cases, and all the resources you need to be a Salesforce Jedi.

Experience My Brand - How Successful Companies Develop Loyal Customers and Increase Profits (Paperback): Joe Tawfik Experience My Brand - How Successful Companies Develop Loyal Customers and Increase Profits (Paperback)
Joe Tawfik
R652 R556 Discovery Miles 5 560 Save R96 (15%) Ships in 10 - 15 working days
Growing On Purpose - The Formula to Strengthen Your Team AND Improve Your Customer Experience (Paperback): Reji Laberje, Dave... Growing On Purpose - The Formula to Strengthen Your Team AND Improve Your Customer Experience (Paperback)
Reji Laberje, Dave Molenda
R372 Discovery Miles 3 720 Ships in 10 - 15 working days
Using CiviCRM - (Paperback, 2nd Revised edition): Erik Hommel, Joseph Murray, Brian P. Shaughnessy Using CiviCRM - (Paperback, 2nd Revised edition)
Erik Hommel, Joseph Murray, Brian P. Shaughnessy
R1,676 Discovery Miles 16 760 Ships in 10 - 15 working days

Develop and implement a fully-functional, systematic CRM plan with CiviCRM About This Book * Develop an integrated online system that manages contacts, donations, event registrations, memberships, bulk e-mail, campaigns, case management, and other functions such as activity tracking, grant distribution, and reporting. * Plan a constituency relationship management strategy with ladders of engagement that will improve how your organization realizes its mission. * Use case studies and step-by-step examples to put the raw concepts into real-life terminology and build your solutions. Who This Book Is For The book is primarily for administrators tasked with implementing, configuring, maintaining, and updating CiviCRM, and staff users who are looking to better understand the tools available in order to become power users. CiviCRM is software that may be used by advocacy groups, non-profit, and non-governmental organizations, elected officials, professional and trade associations, government entities, political campaigns and parties, and other similar organizations, and this book will prove useful to all such users. What You Will Learn * Install and configure your CiviCRM * Analyze your current workflows and processes to translate them effectively into the CiviCRM model * Build an integrated system to solicit, retain, and manage your donors and members through robust management and reporting tools for administrators * Raise more money with CiviCRM with effective solicitation campaigns * Market events effectively and track registrations and payments * Improve communications with constituents using targeted broadcast e-mail campaigns * Track ongoing communications with constituents including from Outlook and Gmail using activities and case management tools * Take advantage of the many CiviCRM tools to generate both simple and complex event structures and manage registrants through every phase of the project In Detail CiviCRM provides a powerful toolbox of resources to help organizations manage relationships with constituents. It is free, open source, web-based, and geared specifically to meet the constituent relationship management needs of the not-for-profit sector. Beginning with broader questions about how your organization is structured, which existing workflows are critical to your operations, and the overarching purpose of a centralized CRM, the book proceeds step by step through configuring CiviCRM, understanding the choices when setting up the system, importing data, and exploring the breadth of tools available throughout the system. You will see how to best use this software to handle event registrations, accept and track contributions, manage paid and free memberships and subscriptions, segment contacts, send bulk e-mails with open and click-through tracking, manage outreach campaigns, and set up case management workflows that match your organization's roles and rules. With specific emphasis on helping implementers ask the right questions, consider key principals when setting up the system, and understand usage through case studies and examples, the book comprehensively reviews the functionality of CiviCRM and the opportunities it provides. With this book, you can help your organization better achieve its mission as a charity, industry association, professional society, political advocacy group, community group, government agency, or other similar organization and position yourself to become a power user who efficiently and effectively navigates the system. Style and approach This guide is packed with step-by-step tutorials and real-life examples interspersed with practical advice and best practices on how to use CiviCRM strategically. You will be able to quickly grasp and implement the basic elements of CiviCRM before moving on to more advanced tools.

Winning at Social Customer Care - How Top Brands Create Engaging Experiences on Social Media (Paperback): Jay Baer Winning at Social Customer Care - How Top Brands Create Engaging Experiences on Social Media (Paperback)
Jay Baer; Dan Gingiss
R238 Discovery Miles 2 380 Ships in 10 - 15 working days
Salesforce CRM - The Definitive Admin Handbook - Fourth Edition (Paperback, 4th Revised edition): Paul Goodey Salesforce CRM - The Definitive Admin Handbook - Fourth Edition (Paperback, 4th Revised edition)
Paul Goodey
R1,700 Discovery Miles 17 000 Ships in 10 - 15 working days

Learn how to successfully administer, build, and manage Salesforce CRM and Salesforce mobile solutions using real-world and best practice techniques About This Book * See the latest best practice Salesforce administration principles, gain real-world advice, and understand critical design considerations to set up and customize Salesforce CRM * This is a pragmatic guide to the key functions of customizing and setting up the application for enterprise security, user and data management, process automation, analytics, and mobile features * Step-by-step navigation and descriptions of the features of Salesforce CRM platform and clear guidance on the customization and administration of the application * Identify what is covered to create your own improved study guide for the certified administrator examination Who This Book Is For This book is for administrators who want to develop and strengthen their Salesforce CRM skills in the areas of configuration and system management. Whether you are a new administrator or a more experienced professional, this book will enhance your knowledge and understanding of the features of Salesforce CRM. What You Will Learn * Manage and administer user records and password policies * Configure and control the various organization-wide user interface features in Salesforce CRM * Set up and maintain users, profiles, and permission sets and administer appropriate security and login access mechanisms * Apply organization security * Understand the capabilities of the Salesforce CRM sharing model * Create, delete, and customize fields, page layout, and list views for custom and standard objects * Find out how Apex and Visualforce coding can be used in Salesforce CRM * Implement the mechanisms for data management * Discover the tools to import, update, transfer, and mass delete data In Detail Salesforce CRM's Winter '17 release offers a host of new features for CRM designed to transform your sales and marketing requirements. With this comprehensive guide to implementing Salesforce CRM, administrators of all levels can easily acquire deep knowledge of the platform. The book begins by guiding you through setting up users and the security settings and then progresses to configuration, data management, and data analytics. We swiftly move on to the setting up of organization wide features that affect the look and feel of the application. Process automation and approval mechanisms are covered next, along with the functional areas of Sales Cloud, Service Cloud, Marketing Cloud, and Salesforce Chatter. This book details Salesforce CRM system administration in a practical way and is an invaluable reference for both new administrators and experienced professionals. At the end of the book, techniques to further enhance the system and improve the return on investment Salesforce mobile apps and mobile administration are covered, along with Salesforce Adoption Manager. Every chapter is complete with a section containing example questions of the type that you might encounter in the certification examination. Style and approach This book takes a straightforward, no-nonsense approach to working with the Salesforce CRM platform. Filled with examples and use cases, the book presents the facts along with seasoned advice and real-world examples to ensure you have all the resources you need to become a more informed Salesforce Administrator.

Put Your Selling Boots on the Ground - Train2Win Publications (Paperback): Thom Mindala Put Your Selling Boots on the Ground - Train2Win Publications (Paperback)
Thom Mindala
R463 Discovery Miles 4 630 Ships in 10 - 15 working days
Customer Service Tips - How to Improve Customer Service: Part 3 (Paperback): Rosanne D'Ausilio Phd Customer Service Tips - How to Improve Customer Service: Part 3 (Paperback)
Rosanne D'Ausilio Phd
R316 Discovery Miles 3 160 Ships in 10 - 15 working days
Insurance Customer Service Superstars - Six attitudes that bring out our best (Paperback): Cary Jon Cavitt Insurance Customer Service Superstars - Six attitudes that bring out our best (Paperback)
Cary Jon Cavitt
R373 Discovery Miles 3 730 Ships in 10 - 15 working days
Restaurant Customer Service Superstars - Six attitudes that bring out our best (Paperback): Cary Jon Cavitt Restaurant Customer Service Superstars - Six attitudes that bring out our best (Paperback)
Cary Jon Cavitt
R373 Discovery Miles 3 730 Ships in 10 - 15 working days
This I Know, Part 1 - The Fantasies, Fiction and Fantastic Potential of Older Consumers (Paperback): This I Know, Part 1 - The Fantasies, Fiction and Fantastic Potential of Older Consumers (Paperback)
R356 Discovery Miles 3 560 Ships in 10 - 15 working days
Hospitality Customer Service Superstars - Six attitudes that bring out our best (Paperback): Cary Jon Cavitt Hospitality Customer Service Superstars - Six attitudes that bring out our best (Paperback)
Cary Jon Cavitt
R373 Discovery Miles 3 730 Ships in 10 - 15 working days
Healthcare Customer Service Superstars - Six Attitudes That Bring Out Our Best (Paperback): Cary Jon Cavitt Healthcare Customer Service Superstars - Six Attitudes That Bring Out Our Best (Paperback)
Cary Jon Cavitt
R373 Discovery Miles 3 730 Ships in 10 - 15 working days
How To Get More Customers - Better Business Builder Series Book 2 (Paperback, Edition ed.): Ira Robinson How To Get More Customers - Better Business Builder Series Book 2 (Paperback, Edition ed.)
Ira Robinson
R275 R225 Discovery Miles 2 250 Save R50 (18%) Ships in 10 - 15 working days
Administration Customer Service Superstars - Six attitudes that bring out our best (Paperback): Cary Jon Cavitt Administration Customer Service Superstars - Six attitudes that bring out our best (Paperback)
Cary Jon Cavitt
R373 Discovery Miles 3 730 Ships in 10 - 15 working days
Education Customer Service Superstars - Six attitudes that bring out our best (Paperback): Cary Jon Cavitt Education Customer Service Superstars - Six attitudes that bring out our best (Paperback)
Cary Jon Cavitt
R373 Discovery Miles 3 730 Ships in 10 - 15 working days
Customer Service Fundamentals - A Practical Guide (Paperback): Sorin Dumitrascu Customer Service Fundamentals - A Practical Guide (Paperback)
Sorin Dumitrascu
R290 Discovery Miles 2 900 Ships in 10 - 15 working days
Recreation Customer Service Superstars - Six attitudes that bring out our best (Paperback): Cary Jon Cavitt Recreation Customer Service Superstars - Six attitudes that bring out our best (Paperback)
Cary Jon Cavitt
R373 Discovery Miles 3 730 Ships in 10 - 15 working days
The KISS Theory - Customer Service: Keep It Strategically Simple "A simple approach to personal and professional development."... The KISS Theory - Customer Service: Keep It Strategically Simple "A simple approach to personal and professional development." (Paperback)
Jayne Finn
R364 Discovery Miles 3 640 Ships in 10 - 15 working days
Law Firm Customer Service Superstars - Six attitudes that bring out our best (Paperback): Cary Jon Cavitt Law Firm Customer Service Superstars - Six attitudes that bring out our best (Paperback)
Cary Jon Cavitt
R373 Discovery Miles 3 730 Ships in 10 - 15 working days
Customer Acquisition & Retention in the Digital Age - You Get What You Work For, Not What You Wish For (Paperback): Howard... Customer Acquisition & Retention in the Digital Age - You Get What You Work For, Not What You Wish For (Paperback)
Howard Tullman
R273 Discovery Miles 2 730 Ships in 10 - 15 working days
CCXP Exam Preparation (Paperback): Lori Kirkland CCXP Exam Preparation (Paperback)
Lori Kirkland; Michael G Bartlett
R393 Discovery Miles 3 930 Ships in 10 - 15 working days
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