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Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers Review

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Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers ReviewMy MBA son-in-law gave me this book (he'd taken a course with one of the authors) and I couldn't put it down. I'm in what the book would call B-to-B, and the book provided some pleasant surprises. I got the argument right away, and the examples are on target. At the end they give some extremely helpful ways to start attacking the challenge. My business is in the middle of what Rayport and Jaworski talk about and I kept seeing what we're struggling with in their stories. We've got a number of different ways we deal with customers, too: a couple of websites, a sales force, and a call-center. You always want to make how you meet customers as effective as possible, but the book shows that you've not only got to do it at each point, but also across what they call the "interface system." It all sounds right, but I've seen books that say the right things without giving you a way to actually start doing something. The authors here actually go the last mile. The last chapter goes through questions you can ask yourself and your business, and then walks you step-by-step through how you can begin to take up making the system "efficient and effective," as they put it. Having only experienced home shopping on the bill-paying side (!), the extended comparison near the end of the book of how QVC and Home Shopping Network differ in their interface systems really got me thinking. This book actually meets the argument about people being replaced with machines head on in a way folks who are actually in the trenches running a business can understand. Let people do what people do best (isn't that the truth!), and let machines do what they do best. There are even places where putting people and machines together (what they call "hybrids") can work well. I can't recommend this strongly enough (although I'd hate to tell my son-in-law that!).Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers Overview

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The Ultimate CRM Handbook : Strategies and Concepts for Building Enduring Customer Loyalty and Profitability Review

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The Ultimate CRM Handbook : Strategies and Concepts for Building Enduring Customer Loyalty and Profitability ReviewThis is the third book on CRM I've read over the last year and it's certainly been the most useful.
The structure is a little different from other books I've seen on the subject. I guess you could read it end-to-end, but I've found it most useful just reading the section introductions and then dipping into the individual chapters as required. Being honest, I haven't even read all of the content. It's very comprehensive and some of the material just isn't relevant to my work. But the fact I can get to the parts that are relevant, quickly and easily, is what makes this stand out.

Coming from a business background, I also like level it's pitched at. Despite being pretty detailed at times the text is peppered with client examples to show the ideas are still grounded in reality.
So if you are looking for a broad reference source for CRM that puts the emphasis on business as much as CRM then this is certainly worth considering.The Ultimate CRM Handbook : Strategies and Concepts for Building Enduring Customer Loyalty and Profitability Overview

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The Customer Differential Complete Guide to Implementing Customer Relationship Management CRM Review

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The Customer Differential Complete Guide to Implementing Customer Relationship Management CRM ReviewThere is nothing new here. The text fails to take into account the personalities and politics of individual organizations and the differing needs of individual B2C or B2B customers. You can not prescribe a cure without a careful diagnosis of the problem. The book is shallow at best.The Customer Differential Complete Guide to Implementing Customer Relationship Management CRM Overview

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Sales 2.0: Improve Business Results Using Innovative Sales Practices and Technology Review

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Sales 2.0: Improve Business Results Using Innovative Sales Practices and Technology ReviewI disagree with most of the other reviewers in that I didn't find this book very good at all.
I stared to read the book hoping to find practical tips or valuable concepts on sales applicable in this new electronic age. I got very little of value.
Firstly, the whole concept of 2.0 used in this book as nothing more than a synonym for new. They might as well have called it New Sales, but probably wanting to sound trendy opted for 2.0 instead. The term 2.0 is overused as it is. Also, I conceive of it as at least related to user generated content or user interaction, something not referred to in the book.
Secondly, the sales 1.0 as presented in the book is a straw man. If we are to believe the authors of this book, sales before they came along consisted of people dropping by random companies to talk to random people in an attempt to sell them something. By contrast, the authors explain sales 2.0 involves innovative practices such as actually figuring out who to talk to. And then monitoring what works and what doesn't. Novel concepts indeed! I don't have a lot of sales experience, but I'm sure sales wasn't as primitive as the authors suggest.
Thirdly, the book contains very little practical advice at all.
Fourthly, the entire book presents a view on sales derived from very few cases, mainly Oracle. They present the theory and then illustrate the theory with examples from the cases, the same cases, over and over. The book would have worked a lot better if they would have described the Oracle case in detail and deduced theory from that, instead of the other way around.
Overall, very disappointing.
Sales 2.0: Improve Business Results Using Innovative Sales Practices and Technology Overview

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Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits Review

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Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits ReviewStrategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
John Goodman's book Strategic Customer Service is excellent. In my personal library, I have approximately 150 books on customer service. Goodman's book is easily in the top 1% to 2% of all these books. I give Goodman high marks for three reasons. First, he writes well and is easy to read. Second, he discusses, in depth, a comprehensive range of customer service related subjects. Third, and perhaps most important of all, his book is solidly grounded in empirical findings. I highly recommend Strategic Customer Service to all readers who are searching for a clear, data based, and persuasive explanation as to why customer service is really as important and consequential as its enthusiastic supporters claim it to be.
Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits Overview

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Sales Management: Building Customer Relationships and Partnerships Review

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Sales Management: Building Customer Relationships and Partnerships ReviewThe condition of the used book was excellent and just what I expected-thanks! The value was ok for a used book-the only poor rating would be on ship time-to long! Thanks!Sales Management: Building Customer Relationships and Partnerships Overview

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Velocity 2.0 Review

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Velocity 2.0 ReviewWhether you are a dealer, work for a dealer or work for any company that operates in or around the world of used vehicle sales, do not start out 2010 without reading what Dale Pollak has to offer in Velocity 2.0.

The principles put forth are your best road map for navigating the intersection of the now-efficient used vehicle markets and the Internet. In reading each clearly presented section, you begin to understand that the principles are based on experience plus deep study and thought on the author's part.

Will your background, experience or current operating structure cause you to challenge some of what is put forth? Possibly, but you better have your data together. Dale has his concisely presented and gets across to the reader not only the "what" of velocity principles and how they work but the "why" . . . . then supports it all with real world examples of success. An add-on bonus for readers is the look into the author's "crystal ball" (Yes, I couldn't help but jump to that chapter). Just that glimpse into the future will reinforce why grasping the value of paint and pixel metrics is important to your business future.

In essence, if used cars are your business, it's all in there. You will simply need to take it in and then make your choice on how to have the efficiencies and volatility of the market work for you rather than against you.Velocity 2.0 Overview

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CRM at the Speed of Light, 3e Review

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CRM at the Speed of Light, 3e ReviewThis book covers in depth the current CRM and eCRM software on the market. The author covers the theory behind CRM at the start then moves through the precurors of CRM such as Sales Force Automation software. Other topics covered are: sales management, marketing automation, personalization, partner relationship , call centers and integration with ERP applications. The focus of the book are current CRM packages which are Internet(e-business) enabled. The best part of the book are the detailed reviews of current CRM packages based on the authors experience. The author also reviews the company behind each CRM package and exposes its strategy for the future. This is a cutting-edge book detailing all the current CRM packages and anybody interested in CRM, e-CRM or e-business will benefit from reading this book. Relative to other books in the area this is first-class because of the reviews of all the software. Also, the appendix comes with list of current CRM web-sites and web- virtual communities.CRM at the Speed of Light, 3e Overview

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Customer Relationship Management, Second Edition Review

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Customer Relationship Management, Second Edition ReviewHello! I'm the author of the book, and would like to explain how the second edition has been expanded, updated and enhanced.
The publishers contacted adopters and readers of the first edition and asked them what changes they'd like to see incorporated into the new edition. Thanks to everyone who took part. This resulted in a number of important improvements to this edition.

The book is significantly expanded. At seventeen chapters, the second edition is seven chapters longer than the first edition. There are three new chapters dedicated to operational CRM applications - sales force automation, marketing automation and service automation. The chapters define important terms, identify the main vendors and actors, and set out the benefits CRM users can expect to experience and the functionality that is available.
There is a new chapter entitled `understanding relationships'. If CRM is about developing and maintaining relationships with customers, it is important to have clear understanding of what a relationship looks like, and how, if at all, it can be managed. This chapter defines the term `relationship', examines whether customers want relationships with suppliers and vice versa, identifies attributes of successful relationships and reviews five different schools of thought that have influenced relationship management in a business context.
There is a new chapter on planning and implementing CRM projects. This takes readers through a disciplined 5-stage process designed to promote successful CRM outcomes.
There is a new chapter on `customer experience'. Customer experience has become something of a buzzword in the last few years. This chapter explores the concept of customer experience, and addresses the question of whether CRM can or does enhance customer experience.
Many new case illustrations have been added to every chapter, and all other content has been revised and updated. An added feature of this edition is the inclusion of a large number screenshots from CRM software applications. This is designed to give readers a sense of the CRM user's experience.
A final enhancement to this edition is the provision of an array of enriching online content, targeted at meeting the needs of readers and adopters. Adopters have access to a comprehensive set of PowerPoint materials, case studies, learning exercises, and links to CRM vendors, ASP's and analysts.
Customer Relationship Management, Second Edition Overview

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