The Practical Guide to Achieving Customer Satisfaction in Events and Hotels
Philip (Edge Hotel School, University of Essex, UK) Berners
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How to Deal with Difficult Customers : 10 Simple Strategies for Selling to the Stubborn, Obnoxious, and Belligerent
Dave (LearnToLead.com) Anderson
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The Cult of the Customer : Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists
Shep Hyken
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Social Network Analysis in Telecommunications
Carlos Andre Reis Pinheiro
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Data Mining Techniques in CRM : Inside Customer Segmentation
Konstantinos K. (Eurobank, Greece) Tsiptsis
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Managing Service Level Quality : Across Wireless and Fixed Networks
Peter (Hutchison 3G UK Ltd) Massam
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Master Data Management in Practice : Achieving True Customer MDM
Dalton Cervo
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Service-Oriented Architecture : A Planning and Implementation Guide for Business and Technology
Eric A. Marks
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Fabled Service : Ordinary Acts, Extraordinary Outcomes
Bonnie Jameson
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How to Talk to Customers : Create a Great Impression Every Time with MAGIC
Diane Berenbaum
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On the Front Line : Organization of Work in the Information Economy
Stephen J. Frenkel
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Measuring Customer Service Effectiveness
Sarah Cook
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Customer's New Voice : Extreme Relevancy and Experience through Volunteered Customer Information
John S. McKean
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Nincompoopery : Why Your Customers Hate You--and How to Fix It
John R. Brandt
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The 8 Laws of Customer-Focused Leadership : New Rules for Building A Business Around Today’s Customer
Blake Morgan
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The Hidden Wealth of Customers : Realizing the Untapped Value of Your Most Important Asset
Bill Lee
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The Customer Loyalty Pyramid
Michael Lowenstein
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We : The Ideal Customer Relationship
Steve Yastrow
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Building a Successful Customer-service Culture : A Guide for Library and Information Managers
Maxine Melling
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Customer Astonishment : 10 Secrets to World-Class Customer Care
Darby Checketts
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The Umami Strategy : Stand Out by Mixing Business with Experience Design
Aga Szostek
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When Customers Think We Don't Care
Richard Buchanan
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What Customers Want: Using Outcome-Driven Innovation to Create Breakthrough Products and Services
Anthony Ulwick
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