Sport and Policy is the first book of its kind to critically analyse the regulatory role of the state and its impact on sport and the intersections of sport with other areas of government policy. Offering a unique and comprehensive examination of how sport is affected by a range of government policy, each chapter uses an international comparative approach in order to facilitate a broad understanding of sport and policy in a global context. This book is essential reading for any student or practitioner studying or working in policy today, and is: The first book to examine the intersection of sport with other (non-sport) policies from an international perspective including topics such as gambling, the media, social inclusion and economic development Far-reaching in scope encompassing government regulation and sport's intersections with other government policies This challenging text provides an accessible critical analysis of the intersections of sport with government policy.

Developing Knowledge-Based Client Relationships, Second Edition, shows organizations how to lead their key clients into lasting, profitable, high-value relationships. Building on the powerful, tested principles of knowledge-based client relationships, Ross Dawson provides clear and extremely practical approaches for all professional and knowledge-based firms on how to create unique value for both clients and themselves. Detailed case studies across a wide variety of professional services industries offer valuable insights into world leading practice in the field. He examines key client programs, and how to create deeper knowledge-based relationships through these. He discusses in detail the collaborative technologies available today and how they can be used in client relationships, along with managing portfolios of communications channels. He also discusses firm-wide relationship management, leading relationship teams, and value-based pricing for knowledge-based client relationships. This is done by presenting underlying theoretical framework, a variety of tools for structuring relationships and presenting knowledge to clients, and numerous case studies and examples of firms which have implemented these concepts successfully.

This interface is being recognized by business organizations as a key priority for management, and both practitioners and academics alike have placed a greater emphasis on the need to view the supply chain as a whole as the vehicle by which competitive advantage is achieved. As well as drawing upon current research and the experience of firms worldwide, Marketing Logistics uses numerous 'mini-cases' and vignettes to illustrate the key messages in each chapter and bring the theory to life. This book is an invaluable resource for managers who seek to understand more about the way in which the supply chain should be managed to improve their organization's competitive position, as well as students undertaking degree-level courses in marketing, logistics and supply chain management.

The current shift in demographics - aging and shrinking populations - in many countries around the world presents a major challenge to companies and societies alike. One particularly essential implication is the emergence and constant growth of the so-called "graying market" or "silver market", the market segment more or less broadly defined as those people aged 50 and older. Increasing in number and share of the total population while at the same time being relatively well-off, this market segment can be seen as very attractive and promising, although still very underdeveloped in terms of product and service offerings. This book offers a thorough and up-to-date analysis of the challenges and opportunities in leveraging innovation, technology, product development and marketing for older consumers and employees. Key lessons are drawn from a variety of industries and countries, including the lead market Japan.

The need for customer friendly organizations exists across fields and industries. Corporate leaders have long known the value of customer support. Even public agency leaders increasingly recognize the need to offer better service to citizens. This book presents the organizational architecture of customer friendly organizations. How do some private companies and public agencies become customer friendly-by accident or design? Academics and practicing managers know that organizational design affects behavior. This book helps us understand how we develop high performance organizations-in this case, organizations that consistently deliver high quality service. It builds on the theory and application of "systems thinking" to organization design and behavior by showing how products, structure, psychological climate, culture, and leadership work together to produce customer friendly experiences. Beginning with the architectural model, the book offers a series of cases to illustrate the application: hospital, auto manufacturer, airline, hotel, bank, university, and library.

"Inside the Customer Universe" reveals how an organization can become ahead of the game by focusing a its strategy on predicting customer needs rather than following them. This book provides a unique contribution to the field of customer management with a departure from current practice towards understanding customers as 'multi-individuals' and hence solving current confusions surrounding customer behaviour.

"Inside the Customer Universe's" easy to implement tools, models and strategies provide the reader with the ability to create stable and sustainable customer understanding and, therefore, sustainable business growth.

""CUBEical Thinking is a great concept for developing business and the concept of customer types is intriguing as it provides great insights into the drivers behind true customer loyalty,""

Niels Henrik Hansen, Director SAS Corporate Sales, Scandinavian Airlines, Denmark

""CUBEical Thinking has given us the platform for developing an effective sales and key account management organization which has delivered significant top and bottom line results based on targeted up and cross sales,""

Henrik Hubner, Vice President Sales, Sanistal

""CUBEical Thinking has provided us with great customer insights on which we are benefiting in our daily operations and it has helped our organization focus activities and resources,""

Carsten Hetling, Nordic Marketing Manager, Zyxel Communications

This timely edited collection offers a multidisciplinary perspective on social commerce, a phenomenon that has gained increasing interest over the last 8 years. Investigating how social media can be used to generate value for brands beyond customer relationship purposes, the skilled authors explore how social media users co-create value for businesses, influence other consumers and generate electronic word-of-mouth (eWOM). Providing insights from practitioners and academics, this book goes further than simply exploring e-commerce and social media, and addresses the real relevance of social commerce in today's business landscape. With a selection of contemporary case studies and a Foreword written by Inthefrow's creator, Victoria Magrath, Social Commerce will be an engaging read for those studying consumer behaviour, online marketing, and e-commerce.

Unlike other books which focus solely on the business or profit aspects of measuring the customer experience, this book focuses on the benefits to the consumer as well as the company or financial institution. The book describes how business and government can undertake market research to determine whether the credit and investment markets are functioning properly and providing consumers with adequate information to make sound and safe credit and investment decisions. A discussion of different market research methods abilities to uncover problems in the credit and investment markets is provided. Findings and trends from studies measuring the customers experience in the credit and investment markets during the 1991 - 2009 time periods are discussed along with regulatory guidelines and consumer protection laws. The methodologies used to measure the customer experience and detect misleading sales practices; unfair treatment and discrimination in the financial services market place are described in detail. The techniques of mystery shopping, matched pair testing and consumer surveys are described along with a detailed discussion of study design, data collection methods, sample size determination, statistical testing, reporting and analysis. Sample questionnaires, mystery shop scenarios and profiles and sample analyses and charts are provided.

Scoring Points is the compelling and dramatic inside story, told from a project point of view, of how the Tesco Clubcard was conceived, launched and developed. It explains in detail how Tesco collected, analysed and used customer data to become a retail giant, making customer loyalty marketing work when almost every other programme failed. By pairing its loyalty scheme with sophisticated information technology, Tesco set a new standard for knowing your customer. Scoring Points is one of the seminal marketing books of the last decade. A fascinating tale of what can be achieved through vision, a strong team ethic and a company-wide commitment to customer satisfaction, it is an inspirational read for anyone in business, from junior marketers or salespersons working in an FMCG environment, to any practitioner looking to better analyse their customer base.

This book presents techniques that reflect the vast and varied experience of the authors. They have produced an array of highly effective guest satisfaction techniques from which even the most veteran hoteliers can learn and benefit. With this practical, easy-to-use book, there is no need to sift through pages of narratives in order to identify actionable tactics and strategies that can be applied at the property-level. The book presents one unique and actionable customer satisfaction technique on each page-a useful feature for busy managers.

Phone calls and emails from customers are not just events; they are significant milestones in customer relationships. This book presents a roadmap to significantly improving customer relationships, whether by phone, mail, fax, email, or Website, by getting the most out of call centre technology. The book bridges the business, technical and financial issues in building and managing a customer contact centre. It evaluates call centre technology and its practical implementation to foster enhanced customer satisfaction, while delivering results at a reasonable cost. The author explains how to transform a call centre into an effective cross media contact point staffed by people equipped with the appropriate tools, knowledge and skills to provide responsive answers to emails, faxes and calls requesting service and information. Further, the author explores how to make the call centre an engine of business growth by minimizing costs, enhancing customer satisfaction, and using technology to upsell and generate new revenues from existing customers.

"Larry's thoughts on customers, culture and talent are immensely valuable for any business, anywhere in the world."
--Sheldon S. Wiseman, President & CEO, Amberwood Entertainment Corp.

"For Larry the relationship between customers and profitability is intuitive and effortless. By reading his book you will be galvanised to do something about it at a time when it couldn't matter more."
--Amanda Mackenzie, Chief Marketing Officer, Aviva

"Larry Hochman understands the business zeitgeist exceptionally well. "The Relationship Revolution" brings together what he has learned from hundreds of customers and thousands of managers. His argument that authentic customer relationships are what will separate the winners from the also-rans is provocative, challenging and a call to action."
--Dr Stan Maklan, Cranfield School of Management

"If you are still denying the importance of Web 2.0, then read this wake-up call from one of the world's foremost speakers on customer relationships. If you "truly" value your customers then "The Relationship Revolution" is required reading - in every part of the world and regardless of the business you are in."
--Scott Gustlin, Vice President, Interactive RTP

"Finally Larry Hochman, one of the world's most popular keynote speakers, has put his wisdom into a book. His insights on management, marketing, leadership, customer service and human resources will certainly help the readers create unique value... at the speed of life."
--Santiago Zapata, Founder and President, HiCue Speakers

In this long-awaited book, leading business thinker Larry Hochman maps out what you have to do to succeed in the coming decades. He gets under your customers' skin, shows you what they really want, and then takes you through what you have to do, inside and outside your organisation, to get there.

Inspirational and enlightening, "The Relationship Revolution" should become a new 'rule book' throughout your organisation.

Retail supply chain consists of multiple segments from sales to distribution to finance. Retail manufacturers rely on a complicated web of suppliers. Customer demand and market competition today requires extreme efficiency from end to end. This book offers the retail supply chain executive with the tools needed for full strategic advantage. The new edition gives special attention to recent challenges, such as vast technological change, higher levels of customer personalization, and more global supply chains.

Customer Service: Career Success through Customer Loyalty, 6e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the text is filled with examples that demonstrate the link between service skills and career achievement. This edition features more on social networking, trustability, and customer service trends. Information is also included on internal customers, emerging technologies, and stress-reducing techniques. Throughout the text, there is an emphasis on transforming good service intentions into a workable plan that yields loyalty and success.

In this book, nine librarians from across the country describe their libraries' best practices in this key area. Their contributions range from all-encompassing customer service policies and models any library can both adapt and be proud of to micro-approaches that emphasize offering excellent user-focused technology planning, picture book arrangement with patrons in mind, Web 2.0 tools to connect users with the library, establishing good service delivery chains, and making your library fantastic for homeschoolers. As past Public Library Association President Audra Caplan writes in her introduction to this book, "There is nothing magical about providing excellent customer service; it just takes the right people, the right philosophy and the passion to make it a reality." If you've got all that, here are the best practices to make stellar customer service a reality for your library's users.

Finally, here is a customer service book with no fluff. The authors have extensive experience in owing and managing retail operations and franchises. They know the challenges and frustratioins of providing service on the front lines because they've been there and done it themselves. This book guides you through a simple six step formula called The Circle of Service. This is a system developed and applied in their family business for over fifty years. The principles covered can be applied by individuals as well as business organizations of any size. You'll enjoy the tips and techniques that have been developed from ""street smarts"" rather than a rehash of material from other text books. Furthermore, you will discover not only is this book a quick read but fun and entertaining as well.

The conflict between staying true to your faith and staying true to your company is a constant battle for Christian business owners. The serenity you feel on Sunday soon goes away Monday morning when dealing with customers, vendors, and employees. So here's the question: Can you have God in your life every day so that you can feel that joy constantly? YES! In God's Business: How to Supercharge Your Faith, Your Profit, and Your Client Experience, Frederick "Coach" West III lays the foundation to enjoy more of your faith in your business.

Dr. Rich has been featured on ABC, NBC, CBS, & FOX "The Smile Prescription" isn't just a book to read, it's a Smile Prescription to take and master. Real science, true stories, and fun exercises create lasting results. "The Smile Prescription" teaches you how to live a happier, healthier, and more abundant life. "Create more smiles in your life and your relationships NOW with 'The Smile Prescription'." --- Larry Benet, The Connector, Forbes 25 Professional networking Experts to Watch "Dr. Rich is the original "Smile Dr." and I recommend 'The Smile Prescription' to anyone who wants to grow professionally or personally." --- Scott Hallman, Two-Time Inc. 500 Founder & CEO and World's Leading Business Coach Rich Castellano, MD, The Smile Dr. is a double board certified facial plastic surgeon, bestselling author, scientist, and busy speaker. He is an expert on how to change the facial appearance, and also on how our facial appearance changes us. You must hear what the latest science and research shows about your greatest asset and resource, your SMILE!

How do you know---with certainty---that your business is as profitable as it could be? Don't put this book down until you've earned all the profits you need to fund every worthy project on your business bucket list. This straightforward Roadmap shows you how to profit safely, sustainably, and with integrity, in ways that have nothing to do with traditional accounting tactics... in less time than you're currently spending on email. "Profit in Plain Sight" shows you exactly what you need to do to: 1. Get Buy-in: Activate the three uncommon Drivers that shatter your speed limits, get your people on board, and change behaviors almost overnight 2. Generate Loyalty: Implement the single most effective way to keep the customers who keep you in business from cozying up to your competition 3. Maximize Top Line Growth: Achieve 'the nirvana' of Top Line growth by selling more products and services, to more customers, at higher prices 4. Optimize Bottom Line Profits: Plug your hidden profit leaks and stop your vampire customers (they're NOT who you think they are!) from sucking the lifeblood from your business 5. Differentiate for Competitive Advantage: Attract customers in droves with the overlooked but common-sense strategy that simultaneously drives unnecessary costs right out of your system. 6. Innovate and Win: Leave your competitors wondering what happened with the 21 paths to low cost, low risk, stealth innovation that they can't just copy 7. Implement for Results: Simply follow the Action Plans to make it happen Eight out of ten leaders report that they don't have enough profit to fund the growth they want. Don't be amongst them. Simply accelerate your results

Most people fail to see the correlation between "business" and "brains." For Yitzchok Saftlas, master of marketing, it seems readily transparent. During our challenging economic times, when people desperately seek to recharge themselves on various planes, Saftlas presents us with So, What's the Bottom Line? taken from his real-life experiences and knowledge from a two and a half decade career as founder and president of his own marketing consulting company, Bottom Line Marketing Group. Perfect for executives, entrepreneurs, salespeople, and marketers in the corporate and nonprofit spheres, So, What's the Bottom Line? teaches key business fundamentals, such as creative marketing initiatives, effective communication, customer retention, and strategic planning and execution. The stories, examples, and practical insight demonstrate the principles and practices leading to winning results and how to think like a savvy individual prepared for success. Ideas such as how you gain by thanking your customers and making your clients' priorities yours may seem basic. Others, such as learning from Rufus the Dog or gaining insight into the value of performing market research and demographic studies from your local dry cleaners, may not be as obvious. Wise and to the point, each of the 76 short and motivational chapters includes a concise action step, providing a clear direction of how to succeed. Prepare to be enthralled as you uncover Saftlas's acumen derived from his exposure to extraordinary people, events, and institutions. It will shed an often unseen human light on the field of marketing. Gain experience-based tactics, common-sense ideas, and principles to grow your bottom line.

A revolution is taking place in the way companies organize and manage the "front-end" of their organization, where it meets its customers.
Traditional concepts of sales management, account management, and customer service are being overtaken by initiatives like customer business development, the strategic sales organization, and strategic customer management. This book aims to provide insights into how this revolution is unfolding and to provide a framework for executives and management students to address the issues involved. The book focuses on the transformation of the traditional sales organization into a strategic force leading the strategic customer management process in companies.
Traditionally, the area of sales management has mainly been treated as a tactical, operational topic in the conventional marketing literature--simply part of the communications mix within the planned marketing programme. However, the emergence of major customers as dominant buyers in many sectors as a result of pressures towards consolidation and enhanced scale of operations, is changing the way in which sales issues are addressed in supplier organizations. The growth of new forms of buyer-seller relationship based on collaboration and partnering has encouraged organizations to reconsider the sales and account management operation as an important source of competitive differentiation in commoditized markets. Increasingly, sales is being perceived as a central part of business strategy and attention given to the challenges in better aligning sales processes with strategy. This has many implications for the design of the sales organization and its management strategy, which go far beyond the confines of conventional marketing views.

Most people fail to see the correlation between "business" and "brains." For Yitzchok Saftlas, master of marketing, it seems readily transparent. During our challenging economic times, when people desperately seek to recharge themselves on various planes, Saftlas presents us with So, What's the Bottom Line? taken from his real-life experiences and knowledge from a two and a half decade career as founder and president of his own marketing consulting company, Bottom Line Marketing Group. Perfect for executives, entrepreneurs, salespeople, and marketers in the corporate and nonprofit spheres, So, What's the Bottom Line? teaches key business fundamentals, such as creative marketing initiatives, effective communication, customer retention, and strategic planning and execution. The stories, examples, and practical insight demonstrate the principles and practices leading to winning results and how to think like a savvy individual prepared for success. Ideas such as how you gain by thanking your customers and making your clients' priorities yours may seem basic. Others, such as learning from Rufus the Dog or gaining insight into the value of performing market research and demographic studies from your local dry cleaners, may not be as obvious. Wise and to the point, each of the 76 short and motivational chapters includes a concise action step, providing a clear direction of how to succeed. Prepare to be enthralled as you uncover Saftlas's acumen derived from his exposure to extraordinary people, events, and institutions. It will shed an often unseen human light on the field of marketing. Gain experience-based tactics, common-sense ideas, and principles to grow your bottom line.

The definitive "Customer Success Manager How-To-Guide" for the CSM profession from Gainsight, who brought you the market-leading Customer Success The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession--until now. The Customer Success Professional's Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed--from the practitioner level all the way to senior leadership. The authors--acknowledged experts in building, training, and managing Customer Success teams--offer real-world guidance and practical advice for aspiring and experienced CSMs alike. The handbook is written by practioners for practioners. An indispensable resource for front-line Customer Success Managers, this much-needed book: Demonstrates how to build, implement, and manage a Customer Success team Helps new CSMs develop their skills and proficiency to be more employable and grow in their careers Provides clear guidance for managers on how to hire a stellar CSM Presents practical tactics needed to drive revenue growth during renewal, expansion, and customer advocacy opportunities Explains proven methods and strategies for mentoring CSMs throughout their careers Offers valuable insights from Gainsight, the Customer Success Company, and the broader customer success community with more than a dozen of the industry's most respected leaders contributing their perspectives Currently, with over 70,000 open positions, Customer Success Manager in one of the fastest-growing jobs in the world. The Customer Success Professional's Handbook: How to Thrive in One of the World's Fastest Growing Careers--While Driving Growth For Your Company will prove to be your go-to manual throughout every stage of your CSM career.

The focus of marketing is shifting away from transactional marketing and toward relationship marketing. Companies are beginning to recognize the economic value of stable, long-term customer relationships based on a high degree of customer satisfaction, trust, commitment, and loyalty. The book provides a comprehensive overview of both fundamentals and important recent developments in this fast-growing field. It also presents examples of successful relationship marketing in practice."This book makes a landmark contribution in assembling some of the best contemporary thinking about relationship marketing illustrated with concrete descriptions of companies in the automobile industry, consumer electronics, public utilities and so on, which are implementing relationship marketing. I highly recommend this to all companies who want to see what their future success will require."Prof. Philip Kotler, Northwestern University, Illinois

Unlike other books which focus solely on the business or profit aspects of measuring the customer experience, this book focuses on the benefits to the consumer as well as the company or financial institution. The book describes how business and government can undertake market research to determine whether the credit and investment markets are functioning properly and providing consumers with adequate information to make sound and safe credit and investment decisions. A discussion of different market research methods abilities to uncover problems in the credit and investment markets is provided. Findings and trends from studies measuring the customers experience in the credit and investment markets during the 1991 - 2009 time periods are discussed along with regulatory guidelines and consumer protection laws. The methodologies used to measure the customer experience and detect misleading sales practices; unfair treatment and discrimination in the financial services market place are described in detail. The techniques of mystery shopping, matched pair testing and consumer surveys are described along with a detailed discussion of study design, data collection methods, sample size determination, statistical testing, reporting and analysis. Sample questionnaires, mystery shop scenarios and profiles and sample analyses and charts are provided.