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.

The "Top 25 Customer Service KPIs of 2011-2012" report provides insights into the state of customer service performance measurement today by listing and analyzing the most visited KPIs for this industry on smartKPIs.com in 2011. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format, that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. This product is part of the "Top KPIs of 2011-2012" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. smartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2011 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.

This book is philosophical in the sense that it will make you rethink Customer Service, yet it is practical in value by giving you "real" tools that actually work-ones that are relevant to both small and large businesses. In addition, you will find hands-on activities in each chapter to apply what you have learned by putting things in your perspective. Thus, this book can be utilized in three ways: To be utilized as a guide for Customer Service training meant to be delivered at seminars, institutes, and organizations. To be utilized as a text for an introductory level business course with a focus on Customer Service, taught at a school, college, or university. To be utilized as a "teach yourself" resource to learn the art of Customer Service and to discuss what you learn with your colleagues in meetings or focus groups. You will discover and learn: the 3C-the key factors behind the Customer Service multi-billion dollar industry; the formula to calculate the actual worth of your customer; the 360 model-unlocking the hidden code of "CUSTOMER SERVICE"; the 8i-understanding your customers' mindsets-to let you approach your customers with confidence while responding to their needs and wants with "know how"; how to stay in full control even in some of the most difficult situations -unpleasant and uncertain-striking a fine balance between what is right for the customer and good for your business; how to save your customers without having to say yes to their demands; four ways to overcome communication barriers and connect with your customers in a manner that eradicates the roots of misinterpretation and lays solid grounds for understanding; three tips on finding "simple" solutions to "complex" problems; three ways to value time when assisting customers; three factors to keep in mind when educating customers; the 3D so that your customers don't get surprises and you don't get headaches if things don't go as expected; the 3A to exceed your customer expectations; how to establish long-term relationships with your customers that result in lasting loyalty and sustained profitability; one common misconception about the relative significance of our words, tone, and body language; and finally, how to put the three levels of communication-face-to-face, over-the-phone, online-in context so you decide what works best for you and your customers.

Customer Service is the fourth and final book in DTR Inc.'s series for classroom and on the job work readiness and customer service training. This is the second edition of the book, published in November of 2013.
A complete volume including all four modules with additional instructor tools is now available. Visit www.DTRConsulting.BIZ/workreadiness.htm for more information.
At the end of each book are two workplace scenarios where things go right and things go wrong. Use the scenarios in the books as read and discuss exercises after teaching the material in the book, or to create your own certification tests.
This book was written by a former Service Director for Citibank, and therefore, is an area of great expertise for the author. This book covers service from two perspectives. The first is to teach the value of providing superior customer service, to both the company's customers and to co-workers who rely on the work of others to complete their tasks. The second is to provide the readers with customer service skills they can take with them and start using immediately at work.
The book starts with the concept of a customer-focused organization. From there it proceeds to identifying internal and external customers, the profit-side of customer service, and the importance and role of service measurements.
After this, the book branches out to teach customer service skills. The skills taught include: improving service attitudes, active listening skills, conquering communication barriers, choosing words carefully, categorizing customer responses, telephone skills, dealing with difficult customers, and more. There are a number of exercises in the book to help illustrate key points.
This book is valuable for all and, when all employees of a business become customer-focused; the result will be an increase in the company's bottom line through positive word of mouth, customer retention, and a growing customer base.

In The Customer Experience Fiasco, experts from Andrew Reise provide an engaging and instructive fable that unravels the mystique and complexity of customer experience strategy. When CEO Randall Phillips is caught off guard by a customer's YouTube-video during a television interview, he swears to fix it - and fast. Dana Chase, a rising star in the organization, is tapped to fix the fiasco as quickly as possible. This enthralling fable follows Dana's trials and tribulations as she tries to save the company and her career. The path she eventually finds and follows is Andrew Reise's proven methodology for developing a winning customer experience strategy.

A server's guide for making more money. This is a collection of mixed stories derived from my Blog. Some are funny and some are disappointing. If you wait tables for a living, I'm sure you will enjoy this book.

How did a former bank executive and a kid from a car wash cross paths to discover a shared passion for crafting memorable customer experiences? From Mindless to Mindful answers this question while weaving together their lessons learned over two vastly different careers. Their stories are real and compelling--they transcend boundaries between industries, the nature of businesses, and generational gaps.In today's global marketplace, products and pricing are becoming less distinguishable. Organizations are discovering that great customer service is no longer enough--it takes more. The world's most admired organizations have progressed beyond customer service and now focus on the end-to-end experience of their customers and their employees. This book will show you how to get there.From Mindless to Mindful is for everyone. From CEO to manager to front-line employee, this book will sharpen your focus on what really matters to the people who grow your business. You will gain fresh insights on building a culture where delivering memorable customer experiences is in the heart and mind of every employee.

Modern consumers are being bombarded with information from every angle. They can't absorb it all and, consequently, tune-out large portions of the information. Therefore, in order to gain their full attention, firms must find ways to surprise them during transactions. They must spawn mental script deviations for them. Research indicates that these script deviations can cement their loyalty. Therefore, Surprise! The Secret to Customer Loyalty in the Service Sector details how to create a surprise culture in a service firm. Any owner or manager competing in one of the many service sectors would benefit from implementing the information contained within these pages.

The "Top 25 Call Center of 2011-2012" report provides insights into the state of call center performance measurement today by listing and analyzing the most visited KPIs for this industry on smartKPIs.com in 2011. In addition to KPI names, it contains a detailed description of each KPI, in the standard smartKPIs.com KPI documentation format that includes fields such as: definition, purpose, calculation, limitation, overall notes and additional resources. This product is part of the "Top KPIs of 2011-2012" series of reports and a result of the research program conducted by the analysts of smartKPIs.com in the area of integrated performance management and measurement. SmartKPIs.com hosts the largest catalogue of thoroughly documented KPI examples, representing an excellent platform for research and dissemination of insights on KPIs and related topics. The hundreds of thousands of visits to smartKPIs.com and the thousands of KPIs visited, bookmarked and rated by members of this online community in 2011 provided a rich data set, which combined with further analysis from the editorial team, formed the basis of these research reports.