Customer Service Books

Presenting a compilation of Nancy Friedman's most popular and most frequently requested customer service articles, this no-nonsense book is geared toward keeping the customer you work so hard to get, from handling irate customers, to dealing with foreign accents.

By Nancy J. Friedman

Full of wonderful encounters and mutually rewarding experiences, this book presents step-by-step strategies to each of the seven tenets of customer service, with actionable solutions that can be applied to an endless range of workplace problems.

By Scott McKain

Using numerous real-life examples, this insightful book shows precisely how to handle complaints in a way that brings benefit to your organization and satisfaction to your customers - even when you have to say no.

By Claus Møller, Janelle Barlow

Learn to respond positively to negative feedback.

By Claus Moller, Janelle Barlow

Two things ultimately separate successful organizations from all others; leadership and customer service. This concise book shows you how to create an atmosphere where customers will be loyal to your organization.

By David E. Reed

This book is a guide to achieving customer satisfaction by choosing the right CRM systems, and explains how to use CRM to integrate all channels of customer contact.

By Janice Reynolds

Written for leaders, managers and supervisors at all levels and across industries, this step-by-step book provides a resource for leveraging an organization's culture to engage staff, increase customer satisfaction and streamline business performance.

By Michael Henderson

Filled with deep analysis, case studies, and cutting-edge research, this forward-looking book presents a totally new way of thinking about consumer decision making and marketing, and about developing more effective business strategies.

By Emanuel Rosen, Itamar Simonson

Providing a clear guide to the specific analytical challenges faced by the retail sector, this no-nonsense book covers the nature and scale of data obtained in transactions, relative proximity to the consumer and the need to monitor customer behavior across multiple channels.

By Mike Grigsby

Discussing advances in areas such as text mining, recommendation systems, internet marketing, and dynamic customer management, this state-of-the-art guide provides marketers with the capability to implement and evaluate approaches to marketing that will meet the changing needs of customers and the businesses that serve them.

By Koen W. De Bock, Kristof Coussement, Scott A. Neslin (eds)

Providing field-proven steps, tools, and examples, this book offers readers a practical how-to approach for taking their customer-supplier relationship to one that is more sustainable and more mutually profitable.

By Bill Thomas, Jeff Tobe

Reflecting on the customer relationship, what it has become and what it will be tomorrow, this book provides practitioners, teacher-researchers and Master's students with a state of the art and a prospective vision of customer relations in a digital world.

By Gilles N’Goala, Isabelle Prim-Allaz, Virginie Pez-Pérard

Containing 101 effective tips, unique "When this happens, try this" sections, and encouraging quotes, this essential reference is full of practical advice on planning and goal setting, follow-up, leadership, feedback, and more.

By Renée Evenson

Providing customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve, this book arms readers with the tools and techniques to start each workday knowing they can conquer whatever problem comes their way.

By Adam Toporek

With tips and an array of sample questions, as well as FAQs on ITIL(r), this comprehensive resource will prepare you for the ITIL(r) Foundation examination and give you the knowledge required to pass with flying colors.

By Abhinav Krishna Kaiser

With tips and an array of sample questions, as well as FAQs on ITIL(r), this comprehensive resource will prepare you for the ITIL(r) Foundation examination and give you the knowledge required to pass with flying colors.

By Abhinav Krishna Kaiser

Using many compelling cases to illustrate how managers can find ways within their existing network and organization to achieve long term growth, this book identifies five key steps to generating sustainable, profitable, market-leading organic growth.

By Patrick Barwise, Seán Meehan

Featuring instructional case studies from companies including Hilton Worldwide, Merck, and Siemens, this evidence-based book provides readers with a proven methodology for driving success before, during, and after every sale.

By Dave Stein, Steve Andersen

Featuring dozens of real-life scripts that show you exactly how to incorporate them into your own sales presentations, this book takes you on a fascinating tour inside your prospects' minds and teaches you 21 powerful techniques of consumer psychology that really work.

By Drew Eric Whitman

Guiding readers systematically through the ten breakthrough points of implementation, this book explains how to execute a transformation to customer centricity, so that a company can engage continuously with its customers, making them allies and advocates with all the rewards that it brings.

By Sandra Vandermerwe

This title will be removed from the Skillsoft library on May 24, 2024.

By GTS Learning

This book explains the four major steps of Process Mapping: Process Identification, Information Gathering, Interviewing and Mapping, and Analysis, so that your business may develop effective process maps.

By J. Mike Jacka, Paulette J. Keller

Including a series of case studies, as well as a service excellence questionnaire, this guide identifies the key ingredients of service excellence and shows how leading companies have achieved success.

By Moira Clark, Susan Baker

Providing step-by-step guidance toward implementing the buyer persona approach, based on the advice of an internationally-respected expert, this book provides comprehensive coverage of a compelling new way to conduct buyer studies, plus practical advice on adopting the buyer persona approach to measurably improve marketing outcomes.

By Adele Revella

This title will be removed from the Skillsoft library on May 24, 2024.

By GTS Learning

For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction.

By Afshan Kinder, Bruce Simpson, Réal Bergevin, Winston Siegel

Insightful and full of common sense, this book reveals how to truly excel at meeting client needs-and lock in future business, client testimonials, increased referrals and client loyalty.

By David A. Po-Chedley

Containing the results of a detailed mapping of ITIL V3 with COBIT 4.1 as well as a classification of the standards, this document provides a brief overview of the standards mapped against each other.

By IT Governance Institute

Including case studies from several international companies, this practical guide explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead the change to ensure the best experience for all.

By Sarah Cook

Detailing a comprehensive approach to configuration management from a variety of product development perspectives, including embedded and IT, this resource provides authoritative advice on how to extend products for a variety of markets due to configuration options.

By Jon M. Quigley, Kim L. Robertson

Written by leading experts on database marketing, customer service and CRM, this text provides extensive coverage of classic areas that market researchers and marketers need to focus on: knowing who and where customers are, what they buy, and more.

By Alison Bond, Bryan Foss (eds), Merlin Stone

Change your strategy and your tone and you can change your results. Applying the rules from this practical book will help brands become publishers, increase sales, and establish a lifelong connection with their customers.

By Kevin Lund

A helpful reference guide for Help Desk operation and management.

By Andrew Hiles, Yvonne Gunn

Demonstrating how to focus solely on the things that enable and enhance success, this book outlines simple, easy-to-understand strategies for creating a sustainable customer loyalty management program that will win loyal customers.

By Chris Daffy

Packed with tactics and strategies that will save your company thousands of dollars and man-hours, this book gets you up to speed on the latest, most effective CRM tools and techniques to help your business succeed.

By Lars Helgeson

Including plenty of detailed, useful advice to help you get the most value from your CRM investments and avoid common pitfalls, this critical, comprehensive resource introduces CRM and explains how it delivers value to organizations.

By Brian Paulen, Mathew Johnson, Scott Kostojohn

This book focuses on CSR in the public sector, in all its manifestations around the world, in order to consider its application in practice and its connections to sustainable objectives.

By David Crowther, Shahla Seifi

Understanding customer behavior and ensuring a positive experience are crucial to business success. This easy-to-read guide provides everything you need to know to stay on track, from interpreting customer data and testing to understanding usability metrics and enhancing brand awareness.

By Jeff Sauro

Takes a refreshing and unique approach for all those in business looking to improve their customer care, and consequently improve profits, employee morale, standing and reputation.

By Sarah Cook

In a clear, practical language, this book explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers.

By Sarah Cook

With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Containing an innovative customer-experience framework and step-by-step roadmap, this groundbreaking guide reveals how to delight customers using the best tools available.

By John A. Goodman

Providing an extremely practical approach to a very hard topic, this book reboots our understanding of customer experience, showing us what it means, how to measure it, what we need to do to manage it and how we can gain financially from it.

By Steven Walden

Introducing a new, visionary approach to marketing called customer experience management, this groundbreaking book demonstrates the power of collecting relevant customer information, developing and implementing winning strategies, and measuring results.

By Bernd H. Schmitt

Revealing a powerful and proven method for connecting your company's value creation processes to customer-desired products, this book presents you with everything you need to revamp your processes to innovate, grow, and outpace the competition.

By David Hamme

Packed with real world examples from leading global companies, this book provides the framework needed to shift from a product-oriented to a solutions-oriented focus and from a transaction-based to a co-creation-based customer relationship.

By Marion Debruyne

With a spectacular range of case studies, including Disney, LEGO and Johnson & Johnson, all delivered with active takeaways, this is the ultimate resource for any leader, business or marketing strategist, ready to pave the way in a new era of customer led strategy.

By Koen Tackx, Marion Debruyne

Harness the extraordinary power of customer insights with this collection of adaptable, scalable strategies, which will allow any marketer to outshine the competition with effective, memorable marketing.

By Christine Bailey

Customer focus is the most important challenge of the future. This book presents the interrelationship between customer knowledge management, customer focus and soft skills, and also provides concrete advice on how the management of customer knowledge can be optimized.

By Silvio Wilde, Soumit Sain

Providing insight into each element that affects customer experience, this book offers a set of concrete actions you can take today to leverage cloud computing into technical innovation and better business outcomes at all levels of your organization.

By Eric Berridge

This title will be removed from the Skillsoft library on May 24, 2024.

By John W. Gosney, Thomas P. Boehm

A complete and detailed analysis of CRM, its origins, rationale, implementation strategies, core technologies, and benefits.

By Duane E. Sharp

Become a business where every customer's need is not just provided for but anticipated using this business manager's reference explaining the elements of CRM and how to establish an integrated customer relationship-oriented approach in your organization.

By Graham Roberts-Phelps

Including a sample questionnaire design, information on conducting a survey, and much more, this concise guide clearly explains how to conduct a professional customer satisfaction survey that will produce a reliable result.

By Bill Self, Greg Roche, Nigel Hill (ed)

Offering an insightful look at how touch, taste, smell, sound, and appearance affect how customers relate to products on a sensory level, this book describes how managers can use this knowledge to improve packaging, branding, and advertising to captivate the consumer's senses.

By Aradhna Krishna

Presenting up-to-date advice on such fundamentals as help desks, call centers, and IT departments, this unbeatable guide shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and much more.

By Karen Leland, Keith Bailey

Presenting dozens of field-tested exercises, games, activities, icebreakers and assessment instruments, this practical, hands-on guide will help you teach employees the importance of customer service and improve their performance.

By Maxine Kamin

Augmented with instructive sidebars, a summary of key points, practice exercises, and so much more, this comprehensive and inspiring training manual covers every aspect of face-to-face, phone, Internet, and self-service customer relations.

By Renée Evenson

Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray.

By Renée Evenson

Presenting workshops that support trainees in any industry and environment, this detailed resource introduces techniques for managing challenging customers and situations and also offers opportunities to apply new skills to service interactions.

By Kimberly Devlin

This title will be removed from the Skillsoft library on May 24, 2024.

By GTS Learning

Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. Learn how to kick start your customer-centric revolution and make it stick for the long term.

By Dan Steinman, Lincoln Murphy, Nick Mehta

This book explains about Customer Value Starvation.

By Gautam Mahajan, Walter Vieira

This guide analyzes the requirements management process, and offers hints and suggestions how to produce "better, cheaper, faster."

By Ivy F. Hooks, Kristin A. Farry

Authored by one of Canada's top communications pioneers, this book examines the complex forces influencing the rise of empowered and demanding customers and outlines a framework that helps marketers exploit these forces to engage them.

By Aldo Cundari

Businesses worry about new technologies, but customers are the ultimate disruptors. This book offers bold strategies for making sure you understand your customers and keep up with their ever-changing needs.

By Suman Sarkar

With several worksheets to get your people to become more customer-focused, this book offers many tips, messages and strategies that will help you improve your customer loyalty and retention.

By Tony Alessandra

With case studies detailing proven approaches for directly engaging the new consumer, this book shows businesses how to motivate and transform directly volunteered consumer knowledge into profitable insights, enabling a new echelon of marketing relevancy, customer experience, and personalization.

By John McKean

Giving you mastery of the crucial eight aspects of communicating with today's clients to achieve optimal results, this guide helps you level the playing field so you can reach clients when they are ready to buy and create a superior customer experience.

By Frank Visgatis, John R. Holland, Michael T. Bosworth

If you want to create a superior customer experience and a customer-centric culture, this book will show you how to build proactive customer communication, improve relationships, drive positive brand perception, optimize channel selection and message personalization, and enhance employee-related factors (hiring, training, reward, recognition).

By Michael W. Lowenstein

Featuring a new marketing technique with each successive chapter, and a demonstration of how you can apply each technique, this book shares invaluable advice for improving response rates to direct marketing campaigns, identifying new customer segments, and estimating credit risk.

By Gordon S. Linoff, Michael J.A. Berry

Explaining numerous reasons why some customers are so hard to deal with, this practical book will show you what you can do to not only handle the difficult interactions, but also how to prepare for them so well that you can avoid them altogether.

By Noah Fleming, Shawn Veltman

Illustrated with real-world stories and examples, this refreshing guide reveals three elements common to all exceptional service experiences, and shows how to provide the "little extras" that leave lasting positive impressions on customers.

By Steve Curtin

Jammed full of strategic insight, action lists, best practice tips and interviews, this book offers a distillation of what has been collectively discovered about social customer service, and presents a blueprint from which to build your next generation organization.

By Carolyn Blunt, Martin Hill-Wilson

Still the go-to guide on providing the kind of outstanding service that keeps customers coming back, this 20th Anniversary Edition provides even more proven tips and strategies for increasing customer loyalty.

By Performance Research Associates

Written in the midst of the COVID-19 global pandemic, this book explores how service processes can be designed to leverage the expanding range of opportunities for service providers and customers to co-create value.

By Joy M. Field

Filled with illustrative case studies from successful organizations such as IBM and Citibank, this important book offers today's business leaders a model that clearly shows how to implement an infrastructure organized around the demands of the customer.

By Jay Galbraith

Containing never-before-told stories from numerous Disney legends, this book reveals the heart of the Disney culture and describes the company's values and operational philosophies that support the iconic brand.

By Doug Lipp

Using data from a four-year study, this book provides a process for rigorous decision making, eliminating the paralysis and optimizing decision making for marketing performance, and will help current and future business leaders navigate through the competitive storms unleashed by technological change.

By John F. Tanner, Jr.

Supported with practical examples, this step-by-step guide demonstrates how EVM can be effectively applied to any size project or program with the same rigor as that of a large or critical project or program.

By Sham Dayal

Including insights, anecdotes, case studies, charts and useful exercises and checklists, this book provides a comprehensive, pragmatic guide to the Client relationship journey, from identifying potential Clients to their engagement, care, retention, development, loyalty and beyond.

By Jack Berkovi

Including numerous real-world case studies, this step-by-step book bridges the gap between analytics and their use in everyday marketing, providing guidance on solving real business problems using data mining techniques.

By Antonios Chorianopoulos

As we move deeper into the 21st century, sales force technology usage has changed the methods of selling. This book outlines the important steps that must be considered and adhered to during a sales technology implementation.

By Adam A. Rapp, Raj Agnihotri

A number of studies have revealed a correlation between employee attitudes about their companies and the degree of value customers attribute to the company. This book will describe and investigate this phenomenon and demonstrate how it can be used to add value to the customer experience.

By Michael W. Lowenstein

From Internet startups and mom-and-pop businesses to multinational giants, strong companies are rooted in customer retention. This entertaining book helps anyone merge high-tech tools with the personal touch to forge lasting bonds and steady profits.

By Noah Fleming

Filled with detailed, behind-the-scenes examples, this book unlocks a new level of customer service that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.

By Leonardo Inghilleri, Micah Solomon

Helping you identify current strengths and weaknesses of your enterprise IT governance processes, this practical, no-nonsense book explains IT governance and why it is important, along with tips for creating a strong governance, risk, and compliance IT systems process.

By Robert R. Moeller

Geared toward those interested in providing excellent customer service in all aspects of your operations by doing the right thing despite the counter pressure within your organization, this practical book is a how-to manual for identifying and maintaining customer-service excellence.

By Rob Reider

Addressing a wide range of business issues in a variety of industries, this book operationalizes a new logic for conducting ongoing business relationships that adaptively seek win-win value propositions in which price reflects value.

By Richard Reisman

Through case studies and the direct voices and experiences of frontline workers, this book explores exactly what it takes to effectively engage staff and providers in improving the patient care shortcomings within their institutions.

By Marie Rudden, Peter Lazes

Presented in an easy-to-follow format that anyone in the service industry can enjoy, this how-to book will guide your organization through a plan for assessing, prioritizing, and implementing innovative ideas that will lead to unprecedented levels of service excellence.

By Robert Petruska

Through case studies, principles, and methodologies, this book presents a step-by-step process that will allow you to create an effective strategy to boost the odds of capturing the ecommerce edge.

By Peter S. Cohan

Providing powerful strategies to help you get inside your customer's mind, this book reveals the non-verbal signals people use to communicate their intentions and emotions, and offers valuable insights into how your customers and clients make decisions.

By Kerry Johnson

Filled with case studies and anecdotes, this practical guide outlines a proven system that can help anyone become the type of communicator that makes their customers feel special.

By Diane Berenbaum, Tom Larkin

In the face of widespread perceptions of abysmal customer service and disengaged employees - and declining profit margins, this book offers exciting new methods for managing customer-employee relations to increase both productivity and profitability.

By Jim Asplund, John H. Fleming

Containing the latest information about customer behavior and preferred digital experiences, this book includes essential tools and resources that help build an effective marketing strategy, and tips for organizations of all sizes looking to build a reputation.

By Brian Halligan, Dharmesh Shah

Using examples from organizations like McDonald's, DHL, Marriott, Lockheed Martin, Discover Financial, and many more, this book shows how co-creation partnerships enable you to tap into the treasure trove of ideas, ingenuity, and genius-in-the-raw within every customer.

By Chip R. Bell

Showing you how to overcome negatives and rapidly trigger a positive mindset, this book will give you proven tactics for improving your communication skills and eliminating loyalty barriers between you and your customer.

By Larry Iverson

Reading like a conversation on IT service management with plenty of insight and coaching, this book shows you how to integrate well-known concepts, methods and processes from ITIL and COBIT, combining the best from each approach.

By Brian Johnson, Walter Zondervan

Examining the similarities and differences of release management and project management, this complete resource clearly illustrates the effective implementation of a release process in the real world.

By Dave Howard

Building on their collective, extensive service management experience, the authors of this book walk you through essential concepts of service management including the service lifecycle, processes, functions, and roles, and illustrate these with real-life examples.

By Aidan Lawes, Ernest Brewster, John Sansbury, Richard Griffiths

This book explains specific strategies to move confidently and predictably from a first meeting to a signed contract, and discover the agenda-setting techniques that create a steady stream of sole-source business. You'll master the art of reframing client requests, leading to broader, higher-impact engagements.

By Andrew Sobel

Providing students with the information they need to pass the exam, this practical resource includes additional guidance throughout which you can lean on once your training and exam are over.

By Claire Agutter

"ITIL 4 Drive Stakeholder Value" provides essential knowledge and capabilities for service management professionals, focusing on the engagements between a service provider and its customers, users, suppliers and partners, and how demand is converted into value via IT-enabled services.

By Claire Agutter

This book contains everything you need to know to pass the ITIL 4 Foundation Exam and more.

By Claire Agutter

Containing everything you need to know to pass the ITIL 4 Foundation Certificate, this book covers practices and concepts that are not addressed as part of the Foundation syllabus, making it ideal for newly qualified practitioners.

By Claire Agutter

This book is based on the official AXELOS ITIL(R) 4: High-velocity IT publication and the associated High-velocity IT Managing Professional syllabus. It provides students with the information they need to pass the High-velocity IT exam, and help them become a successful practitioner.

By Claire Agutter

Whether you are taking an ITIL 4 Foundation training course or are a self-study candidate, new to the framework or looking to trade your ITIL 2011 certification, this guide is the essential companion.

By Claire Agutter

Whether you are taking an ITIL 4 Foundation training course or are a self-study candidate, new to the framework or looking to trade your ITIL 2011 certification, this guide is the essential companion.

By Claire Agutter

By taking otherwise complex textual descriptions and making it accessible in a series of consistent, simple diagrams, this important book can help you implement ITIL(r) as a vehicle for improving IT service quality and improve return on investment for IT services.

By John O. Long

The majority of this book is based on Create, Deliver and Support Managing Professional syllabus.

By Claire Agutter

Whether you need to identify your customers' needs, design and implement a new IT service, or monitor and improve an existing service, this official guide provides a support framework for IT-related activities and the interactions of IT technical personnel with business customers and users.

By Peter Farenden

Featuring practical exercises, real-world examples, and more than 300 practice exam questions, this comprehensive study guide offers tips, reviews, and self-tests at the end of each chapter ensure that you are on track to pass the exam.

By Jim Davies

Presenting a straightforward distillation of critical information, this easy-to-use guide will help you understand the key concepts and terminology required to pass the ITIL(r) Foundation exam.

By Claire Agutter

Presenting 100% of the Foundation exam objectives in clear, concise language, this comprehensive resource provides you with all the background information, expert, in-depth reviews, learning aids, and practice you need to pass the exam with flying colors.

By Helen Morris, Liz Gallacher

Using clear and concise language and illustrative examples throughout, this useful study guide is the ultimate companion for certification candidates, giving you everything you need to know in a single informative volume.

By Helen Morris, Liz Gallacher

By addressing processes and concepts not covered in the syllabus, this essential guide goes beyond the information required to pass the ITIL(r) foundation exam to provide practical guidance for newly qualified practitioners entering the real world.

By Claire Agutter

The ITIL 4 Create, Deliver and Support (CDS) reference and revision guide is one of five ITIL 4 revision aids published by TSO, following on from the ITIL 4 Foundation revision guide.

By itSMF UK

This revision guide will help all those who are preparing to take their ITIL 4 Foundation examination.

By IT Service Management UK

The ITIL 4 Direct, Plan and Improve (DPI) reference and revision guide is one of five ITIL 4 Managing Professional titles published by TSO, following on from the ITIL 4 Foundation revision guide.

By itSMF UK

Bringing big ideas down to earth for the everyday reader, this in-depth resource provides a comprehensive look at the various theories and metrics that define ITSM.

By ClydeBank Media

ITSM Value Streams is a comprehensive guide to organizations on how to effectively utilize IT services to achieve business outcomes.

By Akshay Anand, David Billouz, Mark Smalley, Rajiv Dua

Packed with examples from every industry, this guide gives you a clear-cut framework for thinking about your business, outlines a roadmap for discovering new markets, new products and services, and helps you generate creative opportunities to innovate your way to success.

By David Farber, Jessica Wattman, Stephen Wunker

Including best practices and straightforward guidelines, this book can serve as an instruction manual and toolbox for organizations working to achieve success through their key account strategies to meet the demand of their key customers.

By Carl A. Herman, Joël Le Bon

Presented in an engaging and straight-forward style with many interesting case studies, this book provides a model that serves as a guiding beacon for leaders, aligning the work to bottom-line results, long-term success, and a world-class reputation.

By J. Jeff Kober, Mark David Jones

Helping you bridge the gap between where you are and where you want to be, this book provides a complete, fully integrated approach that identifies what really works, and guides you to create your own customized implementation plan.

By J. Jeff Kober, Mark David Jones

Illustrating key concepts with realistic scenarios drawn from actual work situations, this practical guide is focused on interpersonal management skills and explains what it takes to improve how you communicate and relate to your employees, customers, and bosses.

By Bill Templeman

Presenting the authors' model for achieving customer service excellence in three parts, this entertaining, yet practical book is a definitive source for healthcare leaders seeking to transform their organizations' approach to elevating and sustaining service excellence.

By Robert J. Cates, Thom A. Mayer

The My Practical MBA Series provides the latest thinking as well as perennial techniques for a range of business challenges. This concise guide explains how being customer-focused enables you to continuously strive to meet your customers' requirements and secure your organization's long-term survival, growth and profitability.

By LID Editorial

Offering a perspective on the leadership principles that drove the iconic coffee company's resurgence from serious setbacks during the economic downturn, this book shows how the company continues to grow dramatically, entering new markets and channels with fresh products and technologies.

By Joseph A. Michelli

Including real-world examples and skill-building exercises, this user-friendly guide provides an overview of Lean Six Sigma concepts, principles and tools, and step-by-step guidance on how to apply each of the relevant tools to practical situations.

By Gerald Taylor

Packed with tips, exercises, multiple choice quizzes and other tools, this guide will help you become more effective at giving the support and guidance your employees need from you to perform their jobs in the best way possible.

By Peter R. Garber

A quick and entertaining read for people at all organizational levels in every industry, this essential resource will teach you lessons that, when applied, will have a profound impact on the service experience your customers will receive.

By Kathy Cuff, Ken Blanchard, Vicki Halsey

Packed with brand-new case studies from today's emerging social sites, this exciting book helps you harness the power of word-of-mouth marketing to transform your business.

By Carrie Kerpen, Dave Kerpen, Mallorie Rosenbluth, Meg Riedinger

Do you feel like you need a whip and a chair to work effectively with your boss, client, or customers? Use this insightful guide to identify the lions around you, and establish your presence, authenticity and credibility with your boss or leader.

By Steven L. Katz

Written from the perspective of a customer who cares enough to tell you the truth, this step-by-step guide shows you how to improve customer relations while, at the same time, increasing employee satisfaction.

By David Cottrell, Mark C. Layton

Based on a major global survey of more than 900 executives and managers to identify what is driving customer focus today, this study discusses how companies, both large and small, can be more successful at practicing customer-focused strategies.

By American Management Association

Including examples, case studies, and references, alongside insightful contributions from global industry leaders, this in-depth resource provides the information, practical framework, and expert insight you need to implement winning CRM strategy.

By Don Peppers, Martha Rogers

With an emphasis on customer strategies and building customer value, this book provides the foundational overview of what it takes to keep customers coming back, and equips professionals with techniques every company can put to use in sharpening its competitive advantage.

By Don Peppers, Martha Rogers

Based on cases and feedback from the KAM Club and other important research, this timely book combines innovative approaches to calculating the value of customers, with the management strategies necessary to make and keep customers profitable.

By Lynette Ryals

This book introduces ITIL and the ITIL management strategies, and explains how these processes help in managing IT infrastructure.

By

With a focus on reframing the management and organization of healthcare, this thoughtful resource claims that care, cure, control, and community have to work together, within healthcare institutions and across them, to deliver quantity, quality, and equality simultaneously.

By Henry Mintzberg

Discussing new principles, strategies, techniques and technologies, this book provides a strategic and practical guide to help companies attract, develop, sustain and build more valuable relationships with customers.

By Ian H. Gordon

Blending the findings of rigorous scientific research from a multitude of global studies with practical tools and techniques developed and tested in the real-world, this book shows you how to really focus in on what parts of the customer experience drive behavior and, ultimately, business profits.

By Philipp Klaus

This book will help you turn one-and-done clients into some of your most exciting and lucrative relationships. It is a must-have for any professional who benefits from repeat business.

By Jacob Parks, Tom McMakin

CEO and award-winning business writer John R. Brandt offers concrete examples of how any organization--large or small, and regardless of industry--can innovate in ways that delight customers and attract top-level talent.

By John R. Brandt

For most businesses, attracting new customers is a never-ending effort anchored in uncertainty, frustration, and knee-jerk reactions. This book takes the mystery out of creating an ongoing plan with proven tactics to keep the phone ringing and the door swinging.

By Jerry R. Wilson

Ignite your people to new levels of success with these action-oriented tips to improve morale and boost the bottom line.

By Jerry R. Wilson, Steve Hanes

Explaining and defining how to deliver "on purpose" experiences by using a case study, individual thought pieces by experts in the field, and a key action summary at the end of each chapter, this book not only examines what makes cutting-edge brands stand out, but goes one step further to offer practical advice on how to achieve those same results successfully, over and over.

By Andy Milligan, Shaun Smith

Your safe vessel for navigating the deep waters of Siebel CRM, this practical book will guide you through the installation of Siebel server, client and third-party reporting software on Microsoft Windows and Linux.

By Alexander Hansal

Published in partnership with Harvard Health publications, a division of Harvard Medical School, this valuable resource offers seven innovative yet remarkably uncomplicated strategies to help turn powerful anger impulses into positive, success-oriented actions.

By Joseph Shrand, Leigh Devine

Enabling you to successfully navigate today's customer feedback landscape and turn that feedback into your competitive edge, this up-to-the-minute guide gives you a practical, step-by-step toolbox you can use to achieve top-notch customer interactions.

By Ann Thomas, Jill Applegate

Don't get left behind-become an industry trailblazer and ensure your company's longevity by tapping into the most dynamic force both outside and inside your organization: the people. This book will show you how.

By Jono Bacon

Use this solution-oriented guide to get up and running with everything you need to keep customers happy and loyal. This book gives you the tools to interact with customers more effectively so that the company, the customer, and you, all benefit.

By Robert Bacal

This book explores key factors associated with consumer behaviour, from both a theoretical and practical perspective.

By Włodzimierz Sroka

Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer.

By Renée Evenson

Written in a friendly question-and-answer format, this guide explains how to set up a technical service management structure, using the best practice framework established by the latest version of the IT Infrastructure Library (ITIL(r)).

By Thejendra B.S

Based on three leading service management approaches, COBIT5, ISO/IEC 20000, and ITIL(r), this practical book presents a holistic view of the three and enables service managers to immediately adapt and deploy the guidance, quickly improving their ITSM function.

By Mark Thomas, S. D. Van Hove

Packed with practical solutions to pervasive industry problems, this authoritative guide shows leaders how to reengineer care delivery using innovative strategies, proven processes, and performance-enhancing tools that will create value, improve quality, and reduce costs.

By David Feinberg, Glenn D. Steele Jr.

Providing instructions on how to implement Lean and Six Sigma tools and concepts in a variety of environments, this book is a step-by-step implementation guide for continuous improvement while creating a solid foundation upon which to build a service excellence culture.

By Jaideep Motwani, Rob Ptacek

Using real-life examples from human resources, marketing, branding, networking, public relations, and customer service, this expert guide offers easy-to-digest tips and guidance on how to prevent damage to your business through easily avoidable mistakes.

By Scott Stratten

Packed with powerful examples, exercises, and hundreds of sample questions for a wide range of buyer interactions, this book reveals advanced questioning techniques that will help you sell your products or services based on value to the customer, rather than price.

By Paul Cherry

Accelerate sales and improve customer experience.

By Ethan Beute, Stephen Pacinelli

Showing how operations can be run with automation and minimal resources, this book explains the ready-to-use new ITIL framework that is sought after in most organizations and contains tips on how DevOps and ITIL can be linked together.

By Abhinav Krishna Kaiser

Based on the real-life experience of the author and other ITSM practitioners, this book explains the common pitfalls of release and deployment in fictional form, with each chapter describing a difficult meeting with a different department head and featuring a set of pointers that our hero would have found beneficial.

By Daniel McLean

Including examples from Cisco Systems, La Farge, Starbucks, Best Buy, and Jones Lang LaSalle, this authoritative, practical book explores the levers of resilience, and helps you walk the walk, not just talk the talk, of customer centricity.

By Ranjay Gulati

Designed as an invaluable resource for students, market researchers and research users alike, this definitive guide examines how to research customer satisfaction from both a client and a supplier perspective, and how to get the best results.

By Paul Szwarc

This book focuses on how rivalry influences fan perceptions and behaviors, the role of organizations to responsibly promote rivalries, and discusses how to decrease negative and group-member deviance surrounding sport rivalry.

By Cody T. Havard

Customer satisfaction is becoming more important in today's business world. This book illustrates the vital link between satisfying external customers and improving processes within the organization to ensure that internal customers are satisfied, too.

By P. Keith Kelly, Richard Y. Chang

Learn how Britain's second largest grocer gathered, examined and applied customer data to become a retail success. This behind-the-scenes book examines and explains customer loyalty--and how it can change your company.

By Clive Humby, Terry Hunt, Tim Phillips

A practical reference for the Service Availability Forum specifications, this book gives a cohesive explanation of the founding principles, motivation behind the design of the specifications, and the solutions, usage scenarios and limitations that a final system may have.

By Francis Tam (eds), Maria Toeroe

Based on over 12 years of research, this book provides academics and business professionals with a thorough overview of the strategies available for value creation through service business development.

By Elgar Fleisch, Heiko Gebauer, Thomas Fischer

Helping you transform your customer's experience and keep them engaged, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately.

By Ben Reason, Lavrans Løvlie, Melvin Brand Flu

Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, this gripping, visceral, on-the ground guide reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improve its customer experience.

By James Merlino

This book helps you to prepare for your SIAM(tm) Foundation exam and understand how SIAM can benefit your organization!

By Claire Agutter

This book helps yo to prepare for your SIAM(tm) Professional exam and understand how SIAM can benefit your organization.

By Claire Agutter

Identifying some benefits and pitfalls an organisation can encounter when negotiating and drafting SLAs, this concise guide provides an overview of SLAs, highlighting typical scenarios that can arise, and provides information on typical solutions that have been adopted by other organisations.

By Jimmy Desai

Using current academic research and business practice to make organizations more successful, this book explains how to manage any organization as a service business, showing how to move closer to current and future customers.

By Christian Grönroos

Providing roadmaps, definitions, templates, techniques, process patterns and checklists, this book is an accessible guide to service orientation, showing how it works and highlighting the benefits it can deliver.

By Paul Allen

This book is a suitable support for directors and managers of the manufacturing industry, as well as a tool for immediate action for the professionals interested in the business service innovation model, university professors and students, researchers and consultants, and anyone interested in adding value of service to your business.

By Antonio Pérez Márquez

Social CRM is an evolving tool to help you engage your customers, interact with them, and develop deeper relationships. This handy, timely guide teaches you how to make the most of it, whether your business is a small shop or a large corporation.

By Jon Ferrara, Kyle Lacy, Stephanie Diamond

Helping you avoid the teething problems that can spoil your users' onboarding experience with ServiceNow, this detailed guide will show you how to quick-start ServiceNow in a matter of days with the minimum configuration required to start processing tickets via email.

By Gabriele Kahlout

Exploring the functioning of CRM models, this book traces the management strategies throughout a customer's tenure with a firm and explores CRM models for customer acquisition and retention, customer churn, and customer win back.

By J. Andrew Petersen, V. Kumar

Including complete guidelines and case studies, this book is a data-packed roadmap that teaches readers how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line.

By John A. Goodman

Applying years of research, this refreshing book demonstrates how companies that adopt-and fight to keep-an outside-in view focused on customer value have grown revenue, profit, and shareholder value through both boom and bust business cycles.

By Christine Moorman, George S. Day

Demonstrating best practices for design, configuration, and development, this book uses real-world solutions and exercises giving you the confidence and expertise to deliver an implementation that provides long-term success for your organization.

By Aaron Yetter, Hoss Hostetler, Justin Mathena

Exploring key marketing planning issues that emphasize relationship management strategies to keep customers happy, this state-of-the-art guide benchmarks the best companies and shows you what it truly means to create world-class value for customers.

By Art Weinstein

Organized as a month-long journey of improvement and discovery, containing daily lessons with a core concept, skill-development idea, and resources to support your practice and application of the lesson, this book will help you develop your skills and become a customer service superstar.

By Doug Watsabaugh, Rick Conlow

Demonstrating how you and your firm can continuously derive and implement new ways to surprise customers, this book will help you differentiate your business from the competition and secure the loyalty of your valued customers.

By Vincent P. Magnini (ed)

Delivering advice through a Ten-Step approach, this book will help those looking to transform the role of IT into a value-creating business partner, to establish a service management culture, and to drive improvements in their respective organizations.

By Angelo Esposito, Timothy Rogers

A turnkey system for building profitable, lifelong relationships, this step-by-step guide will help you open doors, close deals, and make more money in a way that leverages your natural strengths.

By David V. Lorenzo

Rich with examples, case studies, illustrations, and exercises, this insightful book will help you transform marketing in your organization, in spirit and practice-and help you realize its critical roles in product management and the customer experience.

By Roland Smart

Detailing the principles and practices behind Apple's total commitment to their customers, this book explains how your brand can achieve outstanding results by delivering this same high standard of service.

By Carmine Gallo

Offering a practical guide for providing exceptional client service, this book is a powerful source of counsel for those new to the business, for industry veterans who want to refresh or validate what they know, and for anyone in the middle of the journey to get better at what they do.

By Robert Solomon

Showing how managers are taking the wrong path and are using the wrong metrics to measure customer service, this groundbreaking book outlines seven principles to deliver the best service that ultimately leads to "no service."

By Bill Price, David Jaffe

Packed with insight, techniques, call centre staff evaluation methods, and useful case studies, this book provides all you need to ensure that your contact centre teams are properly trained, managed and motivated to deliver the results you want.

By John P. Wilson

Learn how to turn technical assistance into a profitable relationship.

By Brendan Read, Joe Fleischer

The author of this text identifies the common stumbling blocks that threaten all CRM projects, regardless of vendor, product or technology, and proposes practical solutions to get around them.

By Michael Gentle

With frank advice and practical steps to achieve success, this book shows businesses how to survive the transition to the Customer Economy, transform to align around today's dynamic customer needs, and ultimately, drive sustainable business growth.

By Chris Adlard, Daniel Bausor

Unlocking the secrets used by Amazon, Virgin, Apple, Starbucks, and salesforce.com, this groundbreaking guide reveals the key disciplines of customer culture that consistently predict enhanced, sustainable business results.

By Christopher Brown, Linden Brown

Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies, this book brings you practical and proven ways to create your customer experience programs and overall business strategies.

By Reza Soudagar, Vinay Iyer, Volker G. Hildebrand

Containing a wide variety of simple but powerfully effective strategies, this book includes proven, science-backed secrets for building legions of loyal customers who will become evangelists for your business, buy from you repeatedly, and actually enjoy doing business with you.

By Noah Fleming

This author shows database marketers how to get out of the vicious circle of building new loyalty programs, instead showing them how to build enduring loyalty programs using incrementalism and how to deal with the new issues that typify the Internet era.

By Arthur Middleton Hughes

Using case studies and examples from some of the world's most innovative companies, this insightful book gives you the tools you need to create complete strategies to craft experiences for the future customer.

By Blake Morgan

Written by leading healthcare strategist and one of the industry's most innovative thought leaders, this book provides customer-centric, market-driven solutions for fixing America's broken healthcare system.

By David W. Johnson

Distilling profitable lessons on how to achieve strong customer loyalty, this in-depth guide offers practical advice on how to build a robust company culture based on the concept of unsurpassed customer-service designed to increase your market share.

By C. Britt Beemer, Robert L. Shook

Presenting 39 easy-to-follow rules that apply to any industry and any company, large, small, public, private, online or High Street, this book will help you, no matter what your position or job title, secure the most revenue-boosting asset you could wish for: a reputation for excellent service.

By Lee Cockerell

With findings drawn from behavioral science research, this book provides all the tools you need to evaluate your current service platforms and design future strategies to enhance customer perceptions positively and drive your sales.

By Richard B. Chase, Sriram Dasu

Blending clear techniques, lessons from behavioral science, case studies, situation-specific advice, and practice exercises, this book explains how to use the right words to turn volatile scenarios into calm and productive customer encounters.

By Richard S. Gallagher

By examining the elements at the heart of quality customer service, which begin with self awareness and confidence, this book reveals the secret to ensuring customer contentment during every interaction.

By Frank Cooper

Written by practitioners for practitioners, this indispensable resource offers real-world guidance and practical advice for aspiring and experienced CSMs alike.

By Ashvin Vaidyanathan, Ruben Rabago

Demonstrating how to incorporate the Kano philosophy into your day-to-day activities, this book explains how to establish a value proposition for your organization and, more importantly, how and when to provide "delightful" service.

By Lance B. Coleman, Sr.

Showing how great organizations like Kodak, IndyCar, U.S. Army, and Southwest Airlines have used digital innovation to drive colossal success, this breakthrough book explains how organizations both small and large can employ digital innovation methodologies to grow sales and profit.

By Nicholas J. Webb

Providing everything you need to seize the competitive edge in the customer-success space, this book offers clear, easy-to-apply messaging frameworks for creating and delivering winning conversations in the four must-win commercial moments of customer success.

By Erik Peterson, Tim Riesterer

Based on the principles employed at the renowned leader in customer experience - the Walt Disney Company, this book offers a solid framework upon which to raise the level of your customer experience, and demonstrates how any organization can do it with the right strategy and attention to detail.

By Brian T. Church, Bruce Loeffler

Showing you how you can double-down and win with a proven data-driven approach, this book will teach you how to use loyalty programs, analytics, and technology to drive phenomenal transformational change and rapid revenue growth within your own organization.

By David Norton

Providing advice and techniques which apply unilaterally to every IT service provider and ITSM framework, standard, and maturity model, this book offers detailed guidance on assessing, designing, measuring, and integrating ITSM processes.

By Donna Knapp

Based on extensive research and featuring real-life examples from companies known for their outstanding customer service, this inspiring and practical book shows readers how to take the critical step toward truly outstanding customer service.

By Ed Horrell

Combining history, data, experience and examples, this book is written for every marketer (or reader) who wants to offer products and services that resonate with consumers now and in the future.

By Michael R. Solomon

With interviews from senior Nordstrom executives and family members, this book explains how to successfully respond to today's tech-savvy, time-crunched customers who demand a convenient, seamless, painless, personal experience across all channels.

By Robert Spector, breAnne O. Reeves

Describing what endears Nordstrom to its customers, and exploring how to apply those same standards to your company, this book explains what every business can learn from the world's most famous customer-service-driven company.

By Patrick McCarthy, Robert Spector

Using real-life examples from well-known brands such as Fabletics, Target, Ticketmaster, Walmart, and more, the book offers practical frameworks on how to unlock the value of modern partnerships.

By David A. Yovanno

Bringing you news from the frontlines of the "Predictive Business" revolution with real-life stories from leading-edge businesses, this groundbreaking book shows you what you'll need to do to prepare your company for the shape of things to come.

By Vivek Ranadivé

Whether you manage a contact center or work in another department that needs to strengthen its alignment with the contact center and leverage its capabilities, this book will provide the blueprint you need to accomplish your goals.

By Donna Fluss

Analyzing the changes in the retail industry and the strategic options now open to companies, this book describes the key concepts of Efficient Consumer Response (ECR) and provides several illustrative cases to demonstrate the results.

By Hanna Sivonen, Sami Finne

Readers will be equipped to engage customers and employees, build trustworthiness, and grow profitably resulting in stronger cross-selling, upselling, higher customer satisfaction, and consistent employee engagement.

By Jim Karrh, PhD

The Service Desk Handbook: A guide to service desk implementation, management and support provides operational guidance for implementing, managing and supporting service desks in the enterprise.

By Sanjay Nair

Equipping you with practical, hands-on concepts for engaging prospects and customers, this book provides the tools and methods you need to differentiate yourself and your solutions from the competition, elevate value to the right decision maker, and maximize all sales opportunities across the entire long lead buying cycle.

By Cheryl Geoffrion, Conrad Smith, Erik Peterson, Tim Riesterer

Defining what a USD is, why it is valuable to an organization and how to build and implement one, this book provides the tools and insight to further develop and professionalize the USD within your company.

By Brian Johnson, Léon-Paul de Rouw

Taking readers through the company culture Zappos has become famous for, this book shows how the company operates on a day-today basis while providing the leadership methods that have earned the company $1 billion in annual gross sales during the last ten years-with almost no advertising.

By Joseph A. Michelli

In this text, Fortune 500 consultant offers sales and marketing professionals a powerful framework for understanding the inner workings of a business and using that information to develop a strategy for influencing how and why the customer buys.

By Bill Stinnett

Revealing a transformed view of service, this practical and engaging book makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.

By Anne Morriss, Frances Frei

If you want to build a customer service culture that gets real business results, this authoritative guide shows you the exact steps to take to create an organizational culture in which service excellence becomes a habit rather than an afterthought.

By Dennis Snow, Teri Yanovitch

Instead of focusing on the individual purchase transaction of a sale, this book discusses the importance of the big picture: creating repeat customers, not one-time buyers; creating loyal clients that refer others, not faceless numbers; becoming the go-to company for something, before they even need you.

By Scott Stratten

Providing a mapping to compare Val IT to MSP, PRINCE2 and ITIL V3, this publication shows practitioners of these frameworks how they are complementary and is particularly useful when implementing multiple frameworks.

By ISACA

For managers who want to take lessons learned in product development, process management, and marketing and extend it to their Management Accounting System (MAS), this book presents the tools and techniques to implement and use the Value-based Cost Management System.

By CJ McNair-Connolly, Lidija Polutnik, Riccardo Silvi, Ted Watts

Supported by various case studies and examples, this book explains how to create a robust and thorough product definition process aligned with the portfolio management of the enterprise.

By Richard Tait, Ronald Lasser, Sheila Mello, Wayne Mackey

Examining how the hyper-connected economy is radically changing consumer expectations, this book is jam-packed with tools and examples to show companies what they need to do to stay on top.

By Nicholas J. Webb

Challenging everything you have learned about being customer driven, this this paradigm-changing book details an eight-step approach that uses outcome-driven thinking to dramatically improve every aspect of the innovation process.

By Anthony Ulwick

Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Châteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, this book presents a narrative of remarkable successes, unnecessary failures, and future promise in optimal service leadership.

By James L. Heskett, Leonard A. Schlesinger, W. Earl Sasser Jr

Packed with insider knowledge and a wealth of proven best practices, this book examines the world-class customer service strategies at some of today's best companies, such as Disney, Nordstrom, and the Ritz-Carlton.

By John R. DiJulius

Filled with inspiring real-life case studies, this compelling guide reveals how large and small companies from a variety of industries avoid creating difficult customers in the first place.

By Lori Jo Vest, Marilyn Suttle

Illustrating the myriad ways that companies inadvertently drive customers and prospects to competitors, this practical book offers a multitude of creative strategies and tactics to attract and retain new prospects.

By David Avrin

Filled with examples and inspiration, this book cuts right to the chase, giving readers practical, powerful techniques for energizing the way they interact with the people who drive their business.

By Flavio Martins

In Winning Her Business, Bridget Brennan, advisor to some of the world's biggest brands and businesses, provides a roadmap for selling in a world dominated by the rise of women's economic power.

By Bridget Brennan

With a simple, elegant solution for driving lasting value for customers, this detailed book is a clear guide for strengthening customer relationships and competing on more than price. It is essential reading for executives at all levels.

By Bill Price, David Jaffe