This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy. The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship. Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has longterm sustainability. The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.

This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy. The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship. Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long-term sustainability. The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.

A comprehensive guide packed with the latest features of Dynamics 365 for customer relationship management Key Features Create efficient client-side apps and customized plugins that work seamlessly Learn best practices from field experience to use Dynamics 365 efficiently Unleash the power of Dynamics 365 to maximize your organization's profits Book DescriptionMicrosoft Dynamics 365 is an all-in-one business management solution that's easy to use and adapt. It helps you connect your finances, sales, service, and operations to streamline business processes, improve customer interactions, and enable growth. This book gives you all the information you need to become an expert in MS Dynamics 365. This book starts with a brief overview of the functional features of Dynamics 365. You will learn how to create Word and Excel templates using CRM data to enable customized data analysis for your organization. This book helps you understand how to use Dynamics 365 as an XRM Framework, gain a deep understanding of client-side scripting in Dynamics 365, and create client-side applications using JavaScript and the Web API. In addition to this, you will discover how to customize Dynamics 365, and quickly move on to grasp the app structure, which helps you customize Dynamics 365 better. You will also learn how Dynamics 365 can be seamlessly embedded into various productivity tools to customize them for machine learning and contextual guidance. By the end of this book, you will have mastered utilizing Dynamics 365 features through real-world scenarios. What you will learn Manage various divisions of your organization using Dynamics 365 customizations Explore the XRM Framework and leverage its features Provide an enhanced mobile and tablet experience Develop client-side applications using JavaScript and the Web API Understand how to develop plugins and workflows using Dynamics 365 Explore solution framework improvements and new field types Who this book is forMastering Microsoft Dynamics 365 Customer Engagement is for you if you have knowledge of Dynamics CRM and want to utilize the latest features of Dynamics 365. This book is also for you if you're a skilled developer looking to move to the Microsoft stack to build business solution software. Extensive Dynamics CRM development experience will be beneficial to understand the concepts covered in this book.

Digital Sales Transformation is about selling in a digitally transformed world. It changes how you sell and engage with your customer. Defining a Digital Sales Transformation blueprint to guide sales organizations to respond to this disruption as they struggle to catch up to their more digitally advanced customers is this book's core theme. Digital Sales Transformation in a Customer First World will be your constant companion as your execute your Digital Sales Transformation strategy. At over 500 pages, it is packed with actionable knowledge as a blueprint for your journey. It guides you to define your Ideal Customer Profile, to Understand the Customer's Business, to Build, Elevate and Expand Relationships, and how to Create and Communicate Value. It includes a framework to build an effective Executive Sponsor Program, to execute Account Based Marketing, and describes the role of Artificial Intelligence in enterprise B2B sales. It sets out Strategy, Sales Execution, and Sales Management methods for Sales Process, Opportunity Management, Account Management and overall Sales Team Performance Management, and it describes the technology to use in each case.

"Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again! But these mad-as-hell customers can be wooed back through skillful, planned ""service recovery."" And, surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers--and are a source of continuing business for years to come. Building on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class recovery system. Enlivened by John Bush's witty illustrations, the book explains: * The economics of recovery--what it costs when you lose customers, and how little it can cost to win them back * The processes, policies, and technology a company must have to ensure an effective, real-time recovery system * The manager's role in sustaining an outstanding recovery system--through training, coaching, empowering, supporting, inspiring, and rewarding great service providers."

What to Say to a Porcupine uses the format of Aesop's fables to illustrate fundamental principles of customer service in a quick and lighthearted way. What do a demanding colony of porcupines, an upscale restaurant run by hyenas, and a famous medieval knight have in common? They are all part of one of the most engaging books on customer service in existence. In this book, you'll explore how: great service is all about going the extra mile, as learned by a group of rabbits running an express mail delivery service in "By a Hare"; there's a better way to great your customers, as one grizzly honey-shop owner discovers in "Bear with Me"; and how to handle difficult conversations with customers in a positive, constructive manner, as demonstrated in this book's titular story "What to Say to a Porcupine." Each story is followed by a short discussion, illuminating topics ranging from the best tips for building customer relationships to how to motivate a service team. Fun, quick, and constructive, What to Say to a Porcupine provides all customer service professionals with easy-to-remember lessons for delivering superior customer service.