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•Customer Relationship Management, Second Edition
•Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
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1.Raving Fans: A Revolutionary Approach To Customer Service
2.The Orange Code: How ING Direct Succeeded by Being a Rebel with a Cause
3.The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
4.Programming Microsoft Dynamics CRM 4.0 (Pro-Developer)
5.The Ultimate Question: Driving Good Profits and True Growth
6.The Only Thing That Matters: Bringing the Power of the Customer into the Center of Your Business
7.Management Lessons from Mayo Clinic: Inside One of the Worlds Most Admired Service Organizations
8.How to Become a Rainmaker: The Rules For Getting and Keeping Customers and Clients
9.Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know
10.Microsoft Dynamics CRM 4 For Dummies (For Dummies (Computer/Tech))
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1.The Orange Code: How ING Direct Succeeded by Being a Rebel with a Cause
2.Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know
3.Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results
4.How to Become a Rainmaker: The Rules For Getting and Keeping Customers and Clients
5.Bag the Elephant!: How to Win and Keep Big Customers
6.The Ultimate Question: Driving Good Profits and True Growth
7.Raving Fans: A Revolutionary Approach To Customer Service
8.Beans: Four Principles for Running a Business in Good Times or Bad
9.The Big Book of Customer Service Training Games (Big Book Series)
10.100 Tips for Hoteliers: What Every Successful Hotel Professional Needs to Know and Do
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1.The Orange Code: How ING Direct Succeeded by Being a Rebel with a Cause
2.Naked Conversations: How Blogs are Changing the Way Businesses Talk with Customers
3.Raving Fans: A Revolutionary Approach To Customer Service
4.Killer Web Content: Make the Sale, Deliver the Service, Build the Brand
5.Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know
6.The Art of Selling to the Affluent: How to Attract, Service, and Retain Wealthy Customers & Clients for Life
7.Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results
8.Little Red Book of Sales Answers: 99.5 Real World Answers That Make Sense, Make Sales, and Make Money (Jeffrey Gitomer's Little Books)
9.The Ultimate Question: Driving Good Profits and True Growth
10.The Designful Company: How to build a culture of nonstop innovation (Voices That Matter)
 

Customer Service



    
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Harvard Business Review on Customer Relationship Management 
enlarge enlarge  		 Harvard Business Review on Customer Relationship Management
Authors: C. K. Prahalad, Patrica B. Ramaswamy, Jon R. Katzenbach, Chris Lederer, Sam Hill

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Rating: 4.0 out of 5 stars 5 reviews
Sales Rank: 57695
Category: Book
ASIN: 1578516994
Publication Date: January 15, 2002
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Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer's Expectation 
enlarge enlarge  		 Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer's Expectation
Authors: Lisa Ford, David Mcnair, Bill Perry

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Rating: 4.5 out of 5 stars 3 reviews
Sales Rank: 63703
Category: Book
ASIN: 1580624588
Publication Date: January 1, 2001
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Guerrilla Marketing in 30 Days 
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Authors: Jay Conrad Levinson, Al Lautenslager

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Rating: 4.5 out of 5 stars 20 reviews
Sales Rank: 276236
Category: Book
ASIN: 1932531297
Publication Date: January 7, 2005
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Lessons in Service from Charlie Trotter 
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Authors: Ed Lawler, Charlie Trotter

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Rating: 4.5 out of 5 stars 8 reviews
Sales Rank: 80173
Category: Book
ASIN: 1580083153
Publication Date: December 2001
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Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage 
enlarge enlarge  		 Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
Authors: James L. Heskett, W. Earl Sasser, Joe Wheeler

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Rating: 5.0 out of 5 stars 1 reviews
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ASIN: 1422110230
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Marketing for Rainmakers: 52 Rules of Engagement to Attract and Retain Customers for Life 
enlarge enlarge  		 Marketing for Rainmakers: 52 Rules of Engagement to Attract and Retain Customers for Life
Author: Phil Fragasso

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Rating: 5.0 out of 5 stars 6 reviews
Sales Rank: 229032
Category: Book
ASIN: 0470247533
Publication Date: July 28, 2008
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Oracle CRM On Demand Reporting (Osborne Oracle Press) 
enlarge enlarge  		 Oracle CRM On Demand Reporting (Osborne Oracle Press)
Author: Michael D. Lairson

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Sales Rank: 118479
Category: Book
ASIN: 0071593047
Publication Date: September 12, 2008
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The CRM Handbook: A Business Guide to Customer Relationship Management (Addison-Wesley Information Technology Series) 
enlarge enlarge  		 The CRM Handbook: A Business Guide to Customer Relationship Management (Addison-Wesley Information Technology Series)
Author: Jill Dyche

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Rating: 4.5 out of 5 stars 30 reviews
Sales Rank: 107993
Category: Book
ASIN: 0201730626
Publication Date: August 19, 2001
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Unleashing Excellence: The Complete Guide to Ultimate Customer Service 
enlarge enlarge  		 Unleashing Excellence: The Complete Guide to Ultimate Customer Service
Authors: Dennis Snow, Teri Yanovitch

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Rating: 5.0 out of 5 stars 5 reviews
Sales Rank: 248232
Category: Book
ASIN: 193202106X
Publication Date: September 2003
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Managing the Customer Experience: Turning customers into advocates (Financial Times Series) 
enlarge enlarge  		 Managing the Customer Experience: Turning customers into advocates (Financial Times Series)
Authors: Shaun Smith, Joe Wheeler

List Price: $39.99
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Rating: 5.0 out of 5 stars 10 reviews
Sales Rank: 77169
Category: Book
ASIN: 0273661957
Publication Date: November 8, 2002
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