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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. 
 | | Creating, Implementing, & Managing Effective Training & Development: State-of-the-Art Lessons for Practice
Author: Kurt Kraiger (Editor), Eduardo Salas
UK Publisher: Jossey-Bass
ISBN: 0787953962
Quick Review: The 11th volume in the Professional Practice Series, sponsored by the Society for Industrial and Organizational Psychology. This practical guide offers managers and trainers a set of state-of-the-art, multidisciplinary principles and guidelines for implementing and maintaining effective training programs within their organizations. buy UK() buy US($)
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| | CRM at the Speed of Light
Author: Paul Greenburg
UK Publisher: Osborne McGraw-Hill
ISBN: 0072127821
Quick Review:
Customer Relationship Management (CRM) is the single most pressing problem facing any business. This text aims to provide business decision-makers with straightforward advice and information on how to use the CRM software and the Internet to manage customer relationships. It covers the evolution of CRM from old-school sales management techniques to current practices, current CRM companies and clear explanations of what each has to offer.
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| | CRM Best Practices & Self-Assessment
Author: Glen Petersen
UK Publisher:
ISBN:
US Publisher: Strategic Sales Performance, Inc.
ISBN: 0966935144
Quick Review:This book is based on a model that integrates both the organizational and implementation elements associated with CRM. It is based on the author’s years of experience with strategic planning and his 17 years of experience with CRM related technologies. Each portion of the model is provided with a rationale and specific criteria. The book includes a detailed template for scoring your organization. The self-assessment is appropriate for all organizations regardless of size or experience with CRM. buy UK() buy US($)
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| | Crowning the Customer
Author: Feargal Quinn
UK Publisher: The O'Brien Press
ISBN: 0862782422
US Publisher: Raphel Marketing
ISBN: 0962480835
Customer service is the competitive business battleground of the 1990s. This book, by an internationally acclaimed entrepreneur, is a handson guide for people who run businesses or work in them, written in simple jargonfree style. He explains: The 'Boomerang Principle' (bringing the customer back): How to get the feel of the market place: How to listen effectively to the customer: Customer panels: Why you should increase the number of complaints: How to introduce fun and surprise into business. An essential handbook for managers, company directors, employees and students. buy UK() buy US($)
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| | Customer Capitalism
Author: Sandra Vandermerwe
UK Publisher: Nicholas Brealey
ISBN: 1857882415
Quick Review: As Sandra Vandermerwe shows, the route to business success these days is not to have an effective marketing department, but for the entire enterprise to become customer focused. You could call it "total marketing", but Vandermerwe (with an eye to the sound bite) calls it "Customer Capitalism: Traditional capitalism is no longer viable; there is a new set of market and economic dynamics which we must understand and work with. If we don't we risk being left behind," she writes.
This is slight over claim on her part. Consumer Capitalism is not a new end in itself, merely a new means to the same old end--making profits. And in any case the idea is not particularly new. However, Vandermerwe's contribution lies in the detail in which she analyzes the "new paradigm". Drawing on three decades' experience as an academic in leading business schools, she identifies the 10 principles of customer capitalism which then activate six reinforcing positive feedback loops. They are relationships, intangibles, networks, players, developers and costs. Once they go into action as one interlinking reiterative system, a virtuous circle of customer purchase, satisfaction and loyalty develops which she christens "consumer lock-on". The book is detailed, readable and inspirational. A truly worthy and informative read for anyone interested in how firms really can achieve true customer centredness. --Alex Benady (Editor’s note: The point is that power has shifted from suppliers to customers in much of the developed world: the engine of capitalism has shifted from supplier ‘push’ to customer ‘pull’. Sandra Vandermerwe is one of the few writers today to grasp the full enormity of this shift). buy UK() buy US($)
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| | Customer Care
Author: Sarah Cook
UK Publisher: Kogan
ISBN: 0749432365
Quick Review A comprehensive action plan for developing a quality-driven customer care programme. Emphasis is placed on strategic aspects, while covering the basics such as customer service point-of-sale, speed of delivery, follow-up, and the ethos of total quality management and staff motivation. Links:
Read Sarah’s articles within the ‘People Management’ and ‘Strategic
Customer Service’ section of our eArticles Store.
For further information visit Sarah’s company – The Stairway
Consultancy – within the eProducts and Services Store. buy UK() buy US($)
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| | Customer Care Excellence
Author: Sarah Cook
UK Publisher: Kogan Page
ISBN: 0749437928
Quick Review: Today's consumers are sophisticated, well-informed and have high expectations of the services they want to receive. Companies that do not face up to these changes will lose market share. The fourth edition of this title recognizes these trends and demonstrates, in a practical way, how to develop and sustain a customer-service focus. Emphasis is placed on the importance of the strategic aspects of customer care - gaining commitment, listening to customers, developing a customer-care ethos and staff motivation - in ensuring successful results. The volume also explains how to deliver an excellent service at the front line, covering personal service, speed of delivery and service recovery. buy UK() buy US($)
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| | Customer Centered Growth: Five Proven Strategies For Building Competitive Advantage
Author: Richard Whitely & Diane Hessan
UK Publisher: Addison Wesley Publishing Company
ISBN: 0201154935
Quick Review: Explains how businesses can use a customer-oriented approach that can enhance profits and corporate success, discussing five effective strategies and assessment and planning tools. buy UK() buy US($)
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| | Customer Equity : Building and Managing Relationships As Valuable Assets
Author: Robert C. Blattberg, Gary Getz, and Jacquelyn S. Thomas
UK Publisher: Harvard Business School Pr
ISBN: 0875847641
Quick Review: What's a customer worth? The company that can answer this question precisely is the company with an edge in the customer-based, technology- and information-intensive economy of today. But how can an asset as intangible as customer value be measured? This timely book provides a solution: a fully developed, highly practical new marketing system for measuring and managing customer value as a financial asset-a system uniquely suited to today's rapidly changing, increasingly digital marketplace.
How has the management-or mismanagement-of customer assets played into the successes, failures, at-risk status, or Cinderella stories of GM, Amazon, AOL Time Warner, FedEx, the U. S. Armed Forces, Oprah, Bluefly.com, and Harley Davidson? Drawing on these and other examples, the authors explain the strategies and tactics that make customer equity management work. They outline customer equity's three core strategies-customer acquisition, customer retention, and add-on selling-and the balance among them, and explain how the customer life cycle affects strategy and the marketing mix. Detailed, how-to chapters follow, clearly mapping out methods and practices for organizational restructuring, customer equity measurement, customer equity accounting, database management, and data analysis.
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| | Customer Intimacy
Author: Fred Wiersema
UK Publisher: HarperCollins
ISBN: 0002558211
US Publisher: Knowledge Exchange
ISBN: 1888232005
Quick Review: ‘Customer intimate’ companies earn their customers' confidence and co-operation to further productivity. Suppliers and customers work together, jointly pursuing mutual success. This study describes how customer intimacy works, how to implement it and the pitfalls to look out for. (Editor’s note: And it’s a lot more interesting than that made it sound!) buy UK() buy US($)
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