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eCustomerServiceWorld.com recommended reads
(NB Check out our Top Ten and our New Books as well!)Browse through and click on a title for a review. 
 | | Coaching Knock Your Socks Off Service
Author: Ron Zemke
UK Publisher: Amacom
ISBN: 0814479359
Quick Review: This addition to the Knock Your Socks Off series teaches supervisors, managers, and peers how to motivate front line customer service personnel for superior performance. Links:
eArticles store (articles by Ron Zemke)
eResearch Store (Ron’s listing in the Who's Who)
eProducts & Services Store (Ron’s - & Chip’s! - consulting company, PRA)
eSpeakers Store (to enquire about booking Ron as a speaker) buy UK() buy US($)
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| | Co-leaders: The Power of Great Partnerships.
Author: David A. Heenan and Warren Bennis
UK Publisher: Wiley
ISBN: 0471361208
Today's celebrity CEO has become either a figure head or an egomaniac, and often too public a personality to get the real work done. That work is done instead by teams of leaders - exceptional deputies who forge great partnerships to maximise both organisational and personal skill. buy UK() buy US($)
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| | Collaborative Customer Relationship Management: Taking CRM to the Next Level
Author: Alexander H. Kracklauer, Daniel Quinn Mills, Dirk Seifert
UK Publisher: Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
ISBN: 3540002278
Quick Review: Driven by rapidly changing business environments and more demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. In this context, new strategic frameworks and cooperative efforts with all participants along the whole value chain are needed to allow managers to follow changes in shopping patterns of consumers. buy UK() buy US($)
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| | Commitment-led Marketing: The Story of the Conversion Model
Author: Jan Hofmeyr & Butch Rice
UK Publisher: John Wiley and Sons Ltd
ISBN: 0471495743
Quick Review: This book deals with the concept of commitment-led marketing as a leading-edge approach around the world and demonstrates how it can be implemented. buy UK() buy US($)
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| | Communicating with Customers
Author: Patrick Forsyth
UK Publisher: Texere Publishing
ISBN: 0752821024
Quick Review: The book highlights the importance of effective communication for those concerned with marketing, sales and customer service, and examines building relationships with clients, creating rapport and handling complaints.
Patrick Forsyth covers every angle of customer communication, including building relationships, creating rapport, and handling complaints. Throughout, he emphasizes the necessity of good communication and the importance of personal contact in enhancing your clients' image and perception of your organization.
buy UK() buy US($)
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| | Companies Don’t Succeed, People Do!
Author: Graham Roberts-Phelps
UK Publisher: Hawksmere Ltd
ISBN: 1854181092
Quick Review: This text features 100 positive and practical ideas that can be put to work immediately to build a stronger, fitter and more profitable business. It includes such topics as: be passionate about business; the customer is not always right; and close the customer service department. buy UK() buy US($)
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| | Compendium of Customer Service Questionnaires and Inventories
Author: Sarah Cook
UK Publisher: Gower Publishing Limited
ISBN: 0566084287
US Publisher:
ISBN:
Quick Review: When it comes to customer service, actions speak louder than words. You may acknowledge the importance of customer service, but to what extent do the attitude, behaviour and skills of your people mirror or contradict this? Sarah Cook's "Compendium of Customer Service Questionnaires and Inventories" aims to enable you to assess different aspects of your service culture. The variety of questionnaires, inventories and other instruments covers: culture audits; customer handling skills and behaviour; customer service personal development tools; customer service leadership and management; employee measurement; external customer measurement; internal customer awareness; service improvement tools. buy UK() buy US($)
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| | Compensating New Sales Roles
Author: Jerome A. Colletti, Mary S. Fiss, Neil Rackham
UK Publisher: Amacom
ISBN: 0814471064
An updated edition of a book for sales managers and for compensation specialists. With a new focus on online sales, this comprehensive book explains how to design and implement a compensation plan that directs, motivates and rewards employees who perform effectively - "regardless" of sales channels. Telesales and teleweb operations are the fastest growing fields in selling - this book addresses how to compensate these new channels. The explosion in Internet sales alone (definitely a "new sales role") makes this a particularly good time for a second edition. Included are new ideas on how to compensate sales support staff, 50 examples of new sales roles and how they translate into job definitions, and more than 20 model compensation plans. A dual-audience book, this second edition should appeal to both salespeople and compensation pros.
With the explosion in Internet sales, organizations are frantically transforming their sales departments, adding new roles and redefining existing positions, to capture a share of this lucrative new market. This second edition of the landmark Compensating New Sales Roles explains:
How to identify and establish the sales roles an organization needs to turn in double-digit growth on a continuous basis
How to design and implement a compensation plan that directs, motivates, and rewards employees who perform effectively--regardless of sales channels
How to compensate sales staffs in telesales and teleweb operations--the fastest growing fields of selling.
buy UK() buy US($)
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| | Competing for the Future
Author: Gary Hamel and C K Prahalad
UK Publisher: Harvard Business School Press
ISBN: 0875847161
A reviewer on Amazon writes: “It's been a number of years since Hamel co-wrote this seminal work, and its essence has been re-worked frequently, both by him and others (editor’s note: hence that re-worked title The Future of Competition, co-written by Hamel and Venkat Ramaswamy). Indeed, it's a testament to its importance and relevance that it forms the backbone of so much of today's 'accepted wisdom'.
However, neither nostalgia or originality are the reasons to buy this book - rather it's simply that it's so well written - each argument is clear, progressing through why competitive strategy is not quite as mechanical as Porter would have us believe, and then illustrating how this has been achieved by well-known companies.
The result is a compelling and convincing read, which has stood the test of time - if you're looking for a framework for understanding how to compete with other firms, grab a copy.”
buy UK() buy US($)
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| | Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation
Author: Michael Johnson & Anders Gustafsson
UK Publisher: Jossey Bass Wiley
ISBN: 0787961566
Quick Review: Services have come to dominate the world economy. The ability to develop and deliver high quality service has become critical to business strategy and success. Yet service development remains a poorly understood and rather ad hoc process. Differentiating through service development stands to improve customer satisfaction and financial performance. This book helps executives and managers to think and plan strategically with respect to services, service development and service innovation. buy UK() buy US($)
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