| Book Title:
|
The Innovator's Dilemma: The Revolutionary National Bestseller That Changed The Way We Do Business (Paperback) |
| Author: |
Clayton M. Christensen |
| Publisher: |
HarperCollins Publishers; 1st HarperBusiness ed edition (May, 2000) |
| ISBN: |
66620694 |
| Book Title:
|
Service America in the New Economy (Hardcover) |
| Author: |
Karl Albrecht |
| Publisher: |
McGraw-Hill Companies; 2nd edition (August 20, 2001) |
| ISBN: |
71377220 |
| Book Title:
|
Total Access (Hardcover) |
| Author: |
Regis McKenna |
| Publisher: |
Harvard Business School Press (March 29, 2002) |
| ISBN: |
1578512441 |
| Book Title:
|
Built for Use: Driving Profitability Through the User Experience (Hardcover) |
| Author: |
Karen Donoghue |
| Publisher: |
McGraw-Hill; 1 edition (February 12, 2002) |
| ISBN: |
71383042 |
| Book Title:
|
Supervisor's Script Book (Paperback) |
| Author: |
Raymond Dreyfack |
| Publisher: |
Prentice Hall; 1st edition (January 15, 1996) |
| ISBN: |
134760522 |
| Book Title:
|
Supervisor's Script Book (Hardcover) |
| Author: |
Raymond Dreyfack |
| Publisher: |
Prentice Hall (June, 1996) |
| ISBN: |
134601149 |
| Book Title:
|
Demand Driven : 6 Steps to Building an Ecosystem of Demand for Your Business (Hardcover) |
| Author: |
Bo Manning |
| Publisher: |
McGraw-Hill; 1 edition (August 15, 2002) |
| ISBN: |
71400362 |
| Book Title:
|
Competing on Value : Bridging the gap between brand and customer value (Hardcover) |
| Author: |
Simon.Dr. Knox |
| Publisher: |
Financial Times Prentice Hall (March 15, 1998) |
| ISBN: |
273631055 |
| Book Title:
|
The Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Market (Hardcover) |
| Author: |
Michael Treacy |
| Publisher: |
Perseus Books (January, 1995) |
| ISBN: |
201406489 |
| Book Title:
|
How to Win Customers in the Digital World: Total Action or Fatal Inaction (Hardcover) |
| Author: |
Peter Vervest |
| Publisher: |
Springer; 1 edition (March, 2000) |
| ISBN: |
3540665757 |
| Book Title:
|
Kaizen Strategies for Customer Care (Kaizen Strategies Series) (Hardcover) |
| Author: |
Patricia. Wellington |
| Publisher: |
Financial Times Prentice Hall (October 15, 1995) |
| ISBN: |
027361472X |
| Book Title:
|
Intelligent Enterprise : A Knowledge and Service Based Paradigm for Industry (Hardcover) |
| Author: |
James Brian Quinn |
| Publisher: |
Free Press (September 14, 1992) |
| ISBN: |
29256151 |
| Book Title:
|
Emotion Marketing: The Hallmark Way of Winning Customers for Life (Hardcover) |
| Author: |
Scott Robinette |
| Publisher: |
McGraw-Hill; 1 edition (December 30, 2000) |
| ISBN: |
71364145 |
| Book Title:
|
e-Business Readiness: A Customer-Focused Framework (Addison-Wesley Information Technology Series) (Paperback) |
| Author: |
James Craig |
| Publisher: |
Addison-Wesley Professional; 1st edition (December 21, 2000) |
| ISBN: |
201710064 |
| Book Title:
|
Services Marketing (Paperback) |
| Author: |
Valerie Zeithaml |
| Publisher: |
McGraw-Hill Education - Europe (August 1, 2002) |
| ISBN: |
71199144 |
| Book Title:
|
Telecom Convergence, 2/e : How to Profit from the Convergence of Technologies, Services, and Companies (Paperback) |
| Author: |
Steven Shepard |
| Publisher: |
McGraw-Hill Professional; 2 edition (February 19, 2002) |
| ISBN: |
71387854 |
| Book Title:
|
Working With Difficult People (Paperback) |
| Author: |
Muriel Solomon |
| Publisher: |
Prentice Hall Press (September 13, 1990) |
| ISBN: |
139573909 |
| Book Title:
|
Managing Services Marketing : Text and Readings (Dryden Press Series in Marketing) (Hardcover) |
| Author: |
John E.G. Bateson |
| Publisher: |
South-Western College Pub; 4 edition (December 30, 1998) |
| ISBN: |
30225191 |
| Book Title:
|
E-Commerce Logistics & Fulfillment: Delivering the Goods (Paperback) |
| Author: |
Deborah L. Bayles |
| Publisher: |
Pearson Education; 1st edition (December 18, 2000) |
| ISBN: |
130303283 |
| Book Title:
|
Quality Improvement: Teamwork Solutions from The UK and North America (Paperback) |
| Author: |
Lesley Munro-Faure |
| Publisher: |
Cassell Academic (October, 1998) |
| ISBN: |
304703117 |
| Book Title:
|
Net Worth (Hardcover) |
| Author: |
John Hagel III |
| Publisher: |
Harvard Business School Press (January, 1999) |
| ISBN: |
875848893 |
| Book Title:
|
The Big Book of Customer Service Training Games (Paperback) |
| Author: |
Peggy Carlaw |
| Publisher: |
McGraw-Hill; 1 edition (September 1, 1998) |
| ISBN: |
70779740 |
| Book Title:
|
There's No Business That's Not Show Business: Marketing in an Experience Culture (Hardcover) |
| Author: |
Bernd Schmitt |
| Publisher: |
Financial Times Prentice Hall; 1st edition (June 24, 2003) |
| ISBN: |
130471194 |
| Book Title:
|
Service Asia: How the Tigers Can Keep Their Stripes (Paperback) |
| Author: |
Gerard Tocquer |
| Publisher: |
Prentice Hall PTR; 1st edition (January 15, 1998) |
| ISBN: |
139786023 |
| Book Title:
|
2000 Professional's Guide to Target Marketing: How to Gain Profitable New Business (Hardcover) |
| Author: |
David W. Cottle |
| Publisher: |
Harcourt Professional Publishing; Bk&CD Rom edition (November, 1999) |
| ISBN: |
156070510 |
| Book Title:
|
Customer Service: A Practical Approach (Paperback) |
| Author: |
Elaine K. Harris |
| Publisher: |
Prentice Hall; 3 edition (July 5, 2002) |
| ISBN: |
130978531 |
| Book Title:
|
Net Privacy: A Guide to Developing & Implementing an Ironclad ebusiness Privacy Plan (Hardcover) |
| Author: |
Michael Erbschloe |
| Publisher: |
McGraw-Hill Companies; 1st edition (March 26, 2001) |
| ISBN: |
71370056 |
| Book Title:
|
E-Customer (Paperback) |
| Author: |
Max McKeown |
| Publisher: |
Financial Times/Prentice Hall; 1st edition (December 29, 2000) |
| ISBN: |
273650203 |
| Book Title:
|
ebusiness or Out of Business: Oracle's Roadmap for Profiting in the New Economy (Hardcover) |
| Author: |
Mark Barrenechea |
| Publisher: |
McGraw-Hill Companies; 1st edition (December 22, 2000) |
| ISBN: |
71373365 |
| Book Title:
|
All-To-One: Creating Effective CustomerRelationship Marketing in the Post-Internet Age (Hardcover) |
| Author: |
Steve Luengo-Jones |
| Publisher: |
McGraw-Hill Companies; 1st edition (February 28, 2001) |
| ISBN: |
77097998 |
| Book Title:
|
CRM at the Speed of Light: Capturing and Keeping Customers in Internet Real Time (Hardcover) |
| Author: |
Paul Greenberg |
| Publisher: |
Osborne/McGraw-Hill; 1st edition (January 17, 2001) |
| ISBN: |
72127821 |
| Book Title:
|
The Management of Service Operations (Paperback) |
| Author: |
Nevan Wright |
| Publisher: |
Continuum International Publishing Group; Bk&CD Rom edition (September, 1999) |
| ISBN: |
304705284 |
| Book Title:
|
The Art and Skill of Dealing with People : Hundreds of Sure Fire Techniques for Getting Your Way with People at Work (Paperback) |
| Author: |
Brandon Toropov |
| Publisher: |
Prentice Hall Press (July 25, 1997) |
| ISBN: |
135206510 |
| Book Title:
|
Customer Culture: How FedEx and Other Great Companies Put the Customer First Every Day (Hardcover) |
| Author: |
Michael D. Basch |
| Publisher: |
Pearson Education; 1st edition (June 15, 2002) |
| ISBN: |
130353310 |
| Book Title:
|
Next-Step Selling: A New Approach to Create and Deliver Value for Your Customer (Paperback) |
| Author: |
John Barker |
| Publisher: |
Longman; 1st edition (December 7, 2001) |
| ISBN: |
1740096231 |
| Book Title:
|
Meeting Customer Needs (Institute of Management Foundation) (Paperback) |
| Author: |
Ian Smith |
| Publisher: |
Butterworth-Heinemann (January, 1994) |
| ISBN: |
750606681 |
| Book Title:
|
Business Telecom Systems: A Guide to Choosing the Best Technologies and Services (Paperback) |
| Author: |
Kerstin Day Peterson |
| Publisher: |
CMP Books (July 17, 2000) |
| ISBN: |
1578200415 |
| Book Title:
|
SERVICE BREAKTHROUGHS : CHANGING THE RULES OF THE GAME (Hardcover) |
| Author: |
James L. Heskett |
| Publisher: |
Free Press (September 17, 1990) |
| ISBN: |
29146755 |
| Book Title:
|
Creating A Company for Customers: How to Build and Lead a Market Driven Organization (Hardcover) |
| Author: |
Malcolm Mcdonald |
| Publisher: |
Financial Times Prentice Hall; 1st edition (April, 2001) |
| ISBN: |
273642499 |
| Book Title:
|
Creating New Clients: Marketing and Selling Professional Services (Hardcover) |
| Author: |
Kevin Walker |
| Publisher: |
Cassell (January, 1999) |
| ISBN: |
304704253 |
| Book Title:
|
Creating New Clients: Marketing and Selling Professional Services (Paperback) |
| Author: |
Paul Denvir |
| Publisher: |
Cassell (January, 2000) |
| ISBN: |
304704261 |
| Book Title:
|
Customer Service: A Practical Approach (Paperback) |
| Author: |
Elaine K. Harris |
| Publisher: |
Prentice Hall; 2nd edition (January 15, 2000) |
| ISBN: |
130826650 |
| Book Title:
|
Hey, I'm the Customer : Front Line Tips for Providing Superior Customer Service (Paperback) |
| Author: |
Ron Willingham |
| Publisher: |
Prentice Hall Press (July 24, 1992) |
| ISBN: |
013388158X |
| Book Title:
|
Seven Secrets of Service Strategy (Hardcover) |
| Author: |
Jacques Horovitz |
| Publisher: |
Financial Times/Prentice Hall; 1st edition (March 20, 2000) |
| ISBN: |
273635778 |
| Book Title:
|
Handbook of Key Customer Relationship Management, The: The Definitive Guide to Winning, Managing and Developing Key Account Business (Hardcover) |
| Author: |
Ken Burnett |
| Publisher: |
Financial Times/Prentice Hall; 1st edition (December 29, 2000) |
| ISBN: |
273650319 |
| Book Title:
|
Customer Relationship Management: Making Hard Decisions with Soft Numbers (Hardcover) |
| Author: |
Jon Anton |
| Publisher: |
Prentice Hall; 1 edition (January 16, 1996) |
| ISBN: |
134384741 |
| Book Title:
|
Design and Management of Service Processes (Paperback) |
| Author: |
Rohit Ramaswamy |
| Publisher: |
Prentice Hall PTR; 1st edition (January 15, 1996) |
| ISBN: |
201633833 |
| Book Title:
|
Quality: From Customer Needs to Customer Satisfaction (Paperback) |
| Author: |
Bo Bergman |
| Publisher: |
Mcgraw-Hill College (October, 1994) |
| ISBN: |
77090160 |
| Book Title:
|
Customer Service: The McGraw-Hill One Day Workshop (Hardcover) |
| Author: |
Wendy Carter |
| Publisher: |
McGraw-Hill Trade; Ringbound edition (May 1, 1994) |
| ISBN: |
70111979 |
| Book Title:
|
Marketing: Connecting with Customers (Paperback) |
| Author: |
Gilbert D. Harrell |
| Publisher: |
Prentice Hall; 1 edition (November 6, 1998) |
| ISBN: |
23502517 |
| Book Title:
|
Satisfaction: A Behavioral Perspective On The Consumer (Hardcover) |
| Author: |
Richard L. Oliver |
| Publisher: |
McGraw-Hill Companies (September 26, 1996) |
| ISBN: |
70480257 |
| Book Title:
|
The One to One Fieldbook (One to One) (Paperback) |
| Author: |
Don Peppers |
| Publisher: |
Currency; 1st ed edition (January 5, 1999) |
| ISBN: |
038549369X |
| Book Title:
|
Complete Idiot's Guide to Great Customer Service (The Complete Idiot's Guide) (Paperback) |
| Author: |
Ron Karr |
| Publisher: |
Alpha (January 13, 2003) |
| ISBN: |
28619536 |
| Book Title:
|
Data Mining Techniques : For Marketing, Sales, and Customer Support (Paperback) |
| Author: |
Michael J. A. Berry |
| Publisher: |
Wiley; 1 edition (May 27, 1997) |
| ISBN: |
471179809 |
| Book Title:
|
Customer Orientation and Market Action (Paperback) |
| Author: |
Michael D. Johnson |
| Publisher: |
Prentice Hall; 1 edition (June 17, 1997) |
| ISBN: |
133286673 |
| Book Title:
|
Auditing Your Customer Service: The Foundation for Success (Marketing for Managers) (Paperback) |
| Author: |
John Leppard |
| Publisher: |
Routledge; 1st edition (November, 1994) |
| ISBN: |
415097320 |
| Book Title:
|
Capturing Customers Hearts: Leave the Competition To Chase Their Pockets (Hardcover) |
| Author: |
Brian Clegg |
| Publisher: |
Financial Times/Prentice Hall; 1st edition (December 15, 2000) |
| ISBN: |
273649310 |
| Book Title:
|
Customers That Count: How to Build Living Relationships with Your Most Valuable Customers (Hardcover) |
| Author: |
Tony Cram |
| Publisher: |
Financial Times/Prentice Hall; 1st edition (July 18, 2001) |
| ISBN: |
273654314 |
| Book Title:
|
Why They Don't Buy: The Science of Selling Online (Hardcover) |
| Author: |
Max Mckeown |
| Publisher: |
Financial Times/Prentice Hall; 1st edition (December 4, 2001) |
| ISBN: |
273656740 |
| Book Title:
|
Building QoS into Distributed Systems (Hardcover) |
| Author: |
Andrew T. Campbell |
| Publisher: |
Springer; 1 edition (1997) |
| ISBN: |
412809400 |
| Book Title:
|
Essential Guide to Knowledge Management, The: E-Business and CRM Applications (Paperback) |
| Author: |
Amrit Tiwana |
| Publisher: |
Prentice Hall PTR; 1st edition (December 15, 2000) |
| ISBN: |
130320005 |
| Book Title:
|
The eProcess Edge: Creating Customer Value & Business in the Internet Era (Hardcover) |
| Author: |
Peter Keen |
| Publisher: |
Osborne/McGraw-Hill; 1st edition (June 16, 2000) |
| ISBN: |
72126264 |
| Book Title:
|
Wireless Rules: New Marketing Strategies for Customer Relationship Management Anytime, Anywhere (Hardcover) |
| Author: |
Frederick Newell |
| Publisher: |
McGraw-Hill Companies (July 6, 2001) |
| ISBN: |
007137437X |
| Book Title:
|
IT Services Costs, Metrics, Benchmarking and Marketing (Hardcover) |
| Author: |
Anthony Tardugno |
| Publisher: |
Prentice Hall PTR; 1st edition (March 10, 2000) |
| ISBN: |
130191957 |
| Book Title:
|
Explorations: Travel Geography and Destination Study (Paperback) |
| Author: |
Janice L. Landry |
| Publisher: |
Prentice Hall; 1 edition (January 27, 1994) |
| ISBN: |
132036479 |
| Book Title:
|
The Lean Communications Provider: Surviving the Shakeout through Service Management Excellence (Paperback) |
| Author: |
Elizabeth K. Adams |
| Publisher: |
McGraw-Hill Companies (April 24, 1996) |
| ISBN: |
007070306X |
| Book Title:
|
The Next Economy : Will You Know Where Your Customers Are? (Hardcover) |
| Author: |
Elliot Ettenberg,Elliott Ettenberg |
| Publisher: |
McGraw-Hill; 1 edition (December 1, 2001) |
| ISBN: |
71379657 |
| Book Title:
|
Customers.com: How to Create a Profitable Business Strategy for the Internet and Beyond (Hardcover) |
| Author: |
Patricia B. Seybold,Ronni T. Marshak |
| Publisher: |
Crown Business; 1st edition (November 15, 1998) |
| ISBN: |
812930371 |
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