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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. 
 | | Managing Knock Your Socks Off Service
Author: Ron Zemke
UK Publisher: Amacom
ISBN: 0814477844
Quick Review: By Chip R. Bell (Hey! Chip is ron Zemke’s partner. OK, we’ll let him get away with it this time…)
Managing Knock Your Socks Off Service is the second book in the best-selling "Knock Your Socks Off Service" series...all published by AMACOM Books in NY. The other books in the series include: Delivering Knock Your Socks Off Service by Kristin Anderson and Ron Zemke, Sustaining Knock Your Socks Off Service by Thomas K. Connellan and Ron Zemke, Knock Your Socks Off Answers by Kristin Anderson and Ron Zemke, Coaching Knock Your Socks Off Service by Ron Zemke and Kristin Anderson, and the soon to be released, Tales From Knock Your Socks Off Service by Kristin Anderson and Ron Zemke. Links:
eArticles store (articles by Ron Zemke) buy UK() buy US($)
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| | Managing Projects in Organizations
Author: J. Davidson Frame
UK Publisher: John Wiley & Sons
ISBN: 0787901601
Quick Review: Unlike other project management books that focus on engineering and manufacturing settings alone, Managing Projects in Organizations encompasses product, engineering, and service-based organizations. Much more than a mere checklist of techniques, this book provides you with a sound, overall methodology for dealing with information-age projects. You get advice on overcoming problems at the organizational, team and individual levels, managing human resources, selecting the best team structure, identifying customer needs, and more. buy UK() buy US($)
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| | Managing the Customer Experience: Turning Customers into Advocates
Author: Shaun Smith & Joe Wheeler
UK Publisher: Financial Times Prentice Hall
ISBN: 0273661957
Quick Review: Customer Satisfaction is no longer enough. 80% of customers who switch suppliers express satisfaction with their previous supplier. To lead the market companies need customers who are enthusiastic ‘advocates’, customers who are highly loyal and drive new business to the company. For example 38% of First Direct’s business comes from customer referrals. Advocacy comes from creating a customer experience that becomes synonymous with the brand, what Forum calls a Branded Customer Experience.
Research for this book with organisations like Amazon.com, Virgin, Pret A Manger, Krispy Kreme, Harley-Davidson, Manchester United and many others has identified the ‘Uncommon Practices’ that help these organisations create a Branded Customer Experience. Such an experience requires Marketing, Operations and Human Resources to work together to deliver the brand creating a common strategic agenda within the organisation.
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| | Market Research in the Internet Age: Leveraging the Internet for Market Measurement and Consumer Insight
Author: Robert W. Monster & Raymond Pettit
UK Publisher: Wiley Eastern
ISBN: 0470820640
Quick Review: Market research – or “the systematic design, collection, analysis, and
reporting of data and findings relevant to a specific situation facing the
company”1 – has greatly matured as an art and science during the past
50 years. MR is now regularly conducted by mail, on the Internet, by
telephone, in the mall, in the neighborhood, and around the world to obtain
insightful and reliable information about people’s perceptions, attitudes,
and behaviors.
The focus of this book is on market research and how it is being
influenced by the Internet and related enabling technologies, both
domestically and across geographic borders. The book contains a number of
features that make it unique:
- A visionary discussion of the industry through the eyes of leading
practitioners and thinkers in the global market research space.
- A presentation of enabling Internet technology applied across the
enterprise and around the world. The impact of technology-driven
competitors and their solutions in customer relationship management,
new media, and business intelligence are also examined.
- Real-world descriptions and case studies that demonstrate the global
potential and ability to use the Internet as the unifying infrastructure to
collect data from a plurality of sources that are integrated in real-time in
order to support informed decision-making and risk management.
- Perspectives gathered from leading industry executives in North
America, EMEA (Europe, the Middle East, and Africa), Asia, and Latin
America. Original research includes results from a quantitative study, as
well as executive interviews concerning the state of global market
research and the effects of the Internet.
- Integration of practical guides for deploying multi-mode online research,
evaluating online research vendors, and using online analytic and
reporting tools.
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| | Market-driven Management: How to Define, Develop, and Deliver Customer Value
Author: Frederick Webster
UK Publisher: John Wiley & Sons Inc
ISBN: 0471236934
Quick Review: This edition will address critical changes in marketing concepts and strategy, and shed light on what must be done now to remain competitive in a customer-focused, market-driven economy.
In addition to bringing each chapter up-to-date, this new edition will add numerous current topics such as branding, marketing strategy implementation, sales force deployment, value delivery database marketing, CRM, the rise of both outsourcing and strategic alliances, the challenges of globalization and e-commerce, and the lessons learned from the dot-com debacle.
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| | Marketing 2.0 - Strategies for Closer Customer Relationships
Author: Gerald Corbae, Jacob B. Jensen, Dirk Schneider
UK Publisher: Springer-Verlag Berlin and Heidelberg GmbH & Co. KG
ISBN: 3540002855
Quick Review: Dynamic changes in the market and the competitive environment demand a reorientation of marketing strategies. Developing and cultivating direct customer relationships and building customer trust are becoming key success factors. With new technologies such as broadband Internet and mobile communication, companies are able to create closer dialogues with key customers. The text analyses the enduring changes marketing is undergoing and presents the four most important new concepts: holistic brand management, customer relationship marketing, real-time marketing and multi-channel marketing. These new technologies have far-reaching consequences for marketing, sales and customer service. buy UK() buy US($)
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| | Marketing as Strategy: Understanding The CEO's Agenda for Driving Growth and Innovation
Author: Nirmalya Kumar
UK Publisher: Harvard Business School Press
ISBN: 1591392101
Quick Review: In economic downturns, the marketing budget is often the first to get slashed. Why? Because many CEOs believe that marketing is unable to deliver results where it counts: the bottom line. Nirmalya Kumar argues that marketing's future depends on altering its function and mindset to address the burning questions CEOs care about most. Kumar, who counsels top executives at multinational corporations, challenges marketers to change their role from tactical implementers of traditional marketing functions - like advertising and promotion - to strategic coordinators of organization-wide, transformational initiatives aimed at profitably delivering value to customers. Kumar outlines seven strategy-focused, cross-functional, and bottom-line oriented initiatives that can put marketing back on the CEO's agenda - and elevate its role in shaping the destiny of the firm. buy UK() buy US($)
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| | Marketing Revolution
Author: Paul R Gamble, Merlin Stone et al
UK Publisher: Kogan Page
ISBN: 0749443855
Amazon Synopsis:
Marketing Revolution is based on the experience of IBM and its leading business partners - particularly software suppliers and marketing communications suppliers - in transforming themselves and their clients' marketing. The writers, consultants, academics and practitioners have drawn on recent research by IBM and analysts: how is the marketing function managed in companies all over the world, and how can it be improved? The book shows senior marketing managers, those who advise them, and those who study advanced marketing, how marketing can be greatly improved by taking a radical rather than an incremental approach to planning and implementing marketing. Marketing Transformation (MT) is the process by which companies completely re-architect, re-engineer, or even entirely rebuild their marketing capability (structure, processes, systems, partnerships etc.) to create radically increased business value, whether through efficiency (same results at much lower cost), effectiveness (much better results at same cost), acceleration (doing things faster), quality (doing things in a more complete, integrated fashion) or some combination of all of these.
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| | Marketing Unwrapped
Author: Ray Perry
UK Publisher: John Wiley and Sons Ltd
ISBN: 0471486949
Quick Review: Key skills for marketers in the 21st century, which we have now cautiously embarked upon, conjures up images of great technological advances, of a world utterly transformed, a world perhaps ultimately dominated by Artificial Intelligence. This book thankfully does not indulge in the whole "what might be" debate, but instead sensibly takes a long hard look at where marketing stands today, setting out the key skills marketers must master to succeed over the next decade or so. Written by CIM's Director of Marketing, Ray Perry, in a very accessible, sometimes amusing manner, the book outlines the evolution of marketing basics in the 20th century before swiftly moving on to the issues that face the 21st century marketer. These range from the proliferation of media and the choices this now presents the marketer, to consumers' concerns over privacy and data protection. These and other key themes are outlined, demonstrating how they will impact and shape the marketing function. What becomes clear is that in order to succeed in the future, "marketers will need to be flexible, adaptable and multi-skilled". Pan-marketing, measuring metrics, knowledge management, CRM and integrated supply chain management will all be important, and it is likely many of them will become specialist marketing roles in their own right. The case for each role is argued well and supported by a range of well-researched figures and examples, before giving sound advice on how to execute the role. The chapters on the media marketer and metrics marketer are particularly good. Key skills and competencies are laid out with a useful summary of things to remember. buy UK() buy US($)
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| | Mastering Customer Relations
Author: Roger Cartwright
UK Publisher: Macmillan Press Ltd
ISBN: 0333801598
Quick Review: An introduction to customer
relations, customer service and customer care, describing the concepts, their
practical application and their importance. This guide is designed for students
of business studies, management and associated fields, the qualification
frameworks for which include a study of customer relations, whether as cores or
options. The author uses practical examples from real organizations in all
sectors of economic and social activity to support the concepts that are introduced
in an accessible format. buy UK() buy US($)
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