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The Buzz: 50 Little Things That Make a Big Difference   David Freemantle
The Call Center Handbook: The Complete Guide to Starting, Running and Improving Your Customer Contact Center   Keith Dawson
The Center for Creative Leadership Handbook of Leadership Development   Cynthia D. McCauley, Ellen Van Velsor, Editors
The Change Leader's Roadmap: How to Navigate Your Organization's Transformation   Linda Ackerman Anderson and Dean Anderson
The Circle of Innovation   Tom Peters
The CRM Handbook: A Business Guide to Customer Relationship Management   Jill Dyche
The CRM Project Management Handbook: Building Realistic Expectations and Managing Risk   Michael Gentle
The Customer Comes Second   Hal Rosenbluth & Diane McFerrin Peters
The Customer Delight Principle   Timothy L. Keiningham and Terry Vavra
The Customer Differential   Melinda Nykamp

		The Buzz: 50 Little Things That Make a Big Difference Author: David Freemantle UK Publisher: Nicholas Brealey Publishing ISBN: 1857883470 From the Inside Flap Customers are the key to your success. Make a big difference to them by taking care of the little things that matter - this book contains 50 tips and techniques to create a Buzz that delivers world-class customer service. In his punchy, accessible guide, well-known author David Freemantle offers simple, helpful advice on forming strong bonds with your clients. Make them feel special, listen to them, have a laugh with them, turn them into celebrities. Create a Buzz for customer care throughout your company and inspire everyone to Make A Difference (perhaps even to form a M.A.D. group!) Inject energy, vitality and warmth into your customer relations; create a Buzz and reap the rewards. Links: Buy UK Buy USA buy UK() buy US($)
		The Call Center Handbook: The Complete Guide to Starting, Running and Improving Your Customer Contact Center Author: Keith Dawson UK Publisher: R & D ISBN: 1578203058 Quick Review: This comprehensive book is a complete guide to starting, running, and improving a call center. The book covers everything from choosing the best site, to purchasing equipment and software suited to specific needs, monitoring agents, and measuring their productivity. The reader learns how to choose and use key products; it demonstrates which techniques and products work, and which do not. It guides the reader through operational problems such as managing people and technology. buy UK() buy US($)
		The Center for Creative Leadership Handbook of Leadership Development Author: Cynthia D. McCauley, Ellen Van Velsor, Editors UK Publisher: Jossey-Bass ISBN: 0787965294 Quick Review: Filled with proven techniques and detailed instructions for designing and enabling the most effective leadership development programs possible, the Handbook of Leadership Development is the ultimate professional guide from the most prestigious organization in the field. Now in its second edition, the handbook gathers three decades of research and knowledge into one easily accessible source that will be useful to anyone interested in creating developmental experiences and designing leadership development processes and systems. buy UK() buy US($)
		The Change Leader's Roadmap: How to Navigate Your Organization's Transformation Author: Linda Ackerman Anderson and Dean Anderson UK Publisher: Jossey Bass ISBN: 0787956406 Quick Review: This resource provides a change process methodology for building integrated change strategy and designing and implementing successful transformation. It offers an expanded view of change as a "fullstream" process, thereby filling in wide gaps in current change management thinking and practice. It equips leaders and change consultants with a thinking discipline to help them tailor the most effective change strategy and process plan for their organisational change needs. buy UK() buy US($)
		The Circle of Innovation Author: Tom Peters UK Publisher: Hodder & Stoughton General ISBN: 0340717203 US Publisher: Knopf ISBN: 0375401571 Soundbite: “Customers are faced with a sea of sameness. It’s the ‘different’ that they will notice, and that means developing an innovation culture in your organization. Tom Peters shows us how and why.” Phil Dourado, eCustomerServiceWorld.com One Sentence Summary: Innovation is not just a product-renewal strategy; it’s an organization-renewal strategy that applies to service, too! What’s so special? “I’m no longer interested in excellence. I’m interested in the weird, the oddball, the different,” we heard Tom Peters say recently. Which is, he maintains, exactly how customers feel. Excellent quality is now expected and, as such, is no longer enough to make you stand out from the competitive pack. We need to recognize that ‘being different’ rather than ‘being better’ (though you have to do that, too!) is the only sustainable advantage. 'Being better’ is less of a competitive advantage, because competitors can benchmark your service levels, target improvements based on that and race past you. By having a rapid improvement pace, you may stay ahead of them. But, this is still linear thinking, argues Peters, when you can make yourself ‘un-passable’ by allowing your people to be creative in what they do. By moving sideways into new space, you make it harder for competitors to copy or overtake. Of course any new initiative can be copied, hence the need to create a culture of continuous innovation, becoming an innovation machine, if you will. Peters illustrates his theme – the need to generate a virtuous circle of innovation - using ideas from his seminars, including such classics as "The Michael Jordan Syndrome" and "The Hollywood Model". Quote we like: “You don’t succeed in service by being formulaic. You succeed by allowing Mary to be Mary, Tom to be Tom (or whatever your people’s names are) and letting personality shine through.” buy UK() buy US($)
		The CRM Handbook: A Business Guide to Customer Relationship Management Author: Jill Dyche UK Publisher: Addison Wesley ISBN: 0201730626 Quick Review: To compete in today's competitive marketplace, customer focus is no longer simply nice to have—it's a fundamental mandate. This book is a manager's best friend, providing both a primer and a how-to guide to defining and implementing Customer Relationship Management. It shows you: The various roles CRM plays in business, and why it's more important than ever The range of CRM applications and uses, from sales force automation to campaign management to e-CRM and beyond The context of some of the popular CRM buzzwords The differences between CRM and business intelligence, and why they're symbiotic Why the customer-relationship failure rate is so high, and how to avoid becoming another CRM statistic Case studies of visionary companies who've done CRM the right way buy UK() buy US($)
		The CRM Project Management Handbook: Building Realistic Expectations and Managing Risk Author: Michael Gentle UK Publisher: Kogan Page ISBN: 0749438983 Quick Review: Once you have bought into the concepts of customer relationship management (and it is hard not to), how do you separate the practically useful from the pie-in-the-sky and then actually implement a project? This handbook addresses implementation, advocating an approach that is based in the real world and stressing the measurable goals and tactical uses of CRM. The areas covered include: building a realistic foundation for CRM; critical success factors; risk factors; full risk analysis; and case studies. buy UK() buy US($)
		The Customer Comes Second Author: Hal Rosenbluth & Diane McFerrin Peters UK Publisher: Quill Books ISBN: 0688132464 Quick Review: From: dleclaire@intpart.com from USA. Great book for creating a positive work environment without a lot of $. From: ozob@hotmail.com from Colorado. An exceptional book and outstanding way to run a company. The critical factor in this book is the proof that when you put the needs and interests of your own people first, the natural outcome is superior service to your customers. The companies who embrace the very practical ideas in this fine and easy to read book will achieve prolonged competitive advantage by holding on to excellent people for the long term. Read this book. Everyone will prosper. buy UK() buy US($)
		The Customer Delight Principle Author: Timothy L. Keiningham and Terry Vavra UK Publisher: McGraw Hill ISBN: 0658010042 Quick Review: The Customer Delight Principle shows how customer delight -- not mere satisfaction -- drives repeat purchasing and customer loyalty. The book details how your company can build a customer delight-oriented organization and reveals many of the roadblocks that you are likely to encounter. How to monitor customer delight results, including measurement and validation against revenue, is covered, as is formulating payback curves for a customer delight investment, allocating resources for continued customer delight improvements, and the continued benchmarking of results. Statistics show that customer satisfaction alone is not enough. Over 60% of customers lost by companies have reported that they were at least "satisfied," in their experience with the company Striving for more than customer satisfaction is a key strategy in Customer Relationship Marketing (CRM), the predominant marketing approach of today's most successful traditional and dot-com companies. buy UK() buy US($)
		The Customer Differential Author: Melinda Nykamp UK Publisher: AMACOM ISBN: 081440622X Quick Review Customer Relationship Management (CRM) is the buzz of the business world. Broader than the age-old principle that "the customer is always right," CRM targets profitable ways to act on that premise, at all times, across all channels and functions--keeping the customer coming back for more. Now, THE CUSTOMER DIFFERENTIAL provides a game plan for implanting CRM at the core of every organization. More than any other book before, it supplies the step-by-step guidelines--complemented by illuminating case studies--on how to put into practice this powerful new directive, including how to: * Implement a four-step planning process to ensure a successful CRM initiative * Refocus the business and organize the entire company around CRM * Support CRM using metrics and analytics, as well as systems and technology * Transform customer interactions in every department, and at every customer touchpoint buy UK() buy US($)

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