Running an Effective Help Desk, 2nd Edition
Online Customer Care : Strategies for Call Center Excellence
The Innovator's Dilemma : When New Technologies Cause Great Films to Fail
Raving Fans : A Revolutionary Approach to Customer Service [ABRIDGED]
101 Stupid Things Salespeople Do To Sabotage Success
Grocery Revolution : The New Focus on the Consumer
Call Center Handbook : The Complete Guide to Starting, Running and Improving Your Call Center
Managing Customer Value : Creating Quality and Service That Customers Can See
Measuring Customer Satisfaction: Development and Use of Questionnaires
Customers.Com : How to Create a Profitable Business Strategy for the Internet and Beyond [ABRIDGED]
A Complaint Is a Gift : Using Customer Feedback As a Strategic Tool
Aftermarketing : How to Keep Customers for Life Through Relationship Marketing
Customer Loyalty : How to Earn It, How to Keep It
Callcenter Management : By the Numbers
Relationship Marketing : Successful Strategies for the Age of the Customer
301 Great Customer Service Ideas : From America's Most Innovative Small Companies (301 Series)
Maximizing Call Center Performance
Coaching Knock Your Socks Off Service (Knock Your Socks Off Series)