"Many marketing people still pursue interactive sales solely for their immediate cash return rather than the contribution they can also make to brand values - hence 'loyalty' programmes which have nothing to do with real loyalty. No-one who has read this highly readable and significant book would ever make that expensive mistake." Sir Martin Sorrell, Chief Executive WPP GROUP PLC "A wise and thoughtful book by an author who understands to the core that customer relationship management is about human connections." Leonard L. Berry Distinguished Professor of Marketing, Texas A&amp;M University, and author ofDiscovering the Soul of Service

Secrets of Customer Relationship Management: It's All About How You Make Them Feel

Business & Money

Barnes, James G.

Management & Leadership

McGraw=Hill

"The customer relationships that a company is able to cultivate represent the most important asset that will never appear on its balance sheet." -From Chapter 1 of Build Your Customer Strategy Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships spells out how to create profitable and lasting customer relationships. It demystifies creating the great customer experience-something that everyone seems to be talking about these days-by showing you how to approach "experience" in ways your competitors haven't even thought of. Praise for Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships "Jim Barnes has written a down-to-earth, highly readable book that takes you through real examples with concrete ideas you can use today. Fact is, customers are the only source of revenue, and Jim will help your company build the strategy to grow the value of each customer to your firm, by making sure your firm becomes more valuable to each customer." -Don Peppers and Martha Rogers, PhD coauthors, The One to One Future and Return on Customer "Jim Barnes is in a class by himself as a guru who truly understands customer relationships from the customer's point of view. Read Build Your Customer Strategy when you're ready to move past slogans and technology-based CRM projects to create real customer equity and long-term profitability." -Bob Thompson, CEO CustomerThink Corp., and founder, CRMGuru.com "Build Your Customer Strategy is the book for leaders committed to creating genuine connections with clients. Jim goes beyond conventional thinking to help businesses understand, create, and implement a strategy that will result in the type of long-term loyal customers everyone wants-the ones who bring their family and friends." -Anne Lockie, Executive Vice President, Sales Canadian Personal and Business Clients, RBC Royal Bank "Excellent reading. Jim Barnes brings a refreshing perspective to customer service, loyalty and the importance of long-term, sustainable client relationships. Insightful and very educational." -Stephen Foster, Senior Vice President, Operations Starwood Hotels &amp; Resorts Worldwide, Inc.

Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships

wiley

A volume in The ABCs of the UCC series that discusses Article 5, providing the basic concepts and operations of the article in straightforward style.

The ABCs of the UCC, Article 5: Letters of Credit

Byrne, James E.

Boss, Amelia H.

Job Hunting & Careers

American Bar Association]

Services are intangible activities and benefits that satisfy customer wants without involving the ownership goods. Examples of service sector industries are insurance, private education, tourism and health care.

Understanding Services Management: Integrating Marketing, Organisational Behaviour, Operations and Human Resource Management (Irish Studies in Management)

Glynn, William J.

Economics

Oak Tree Press

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Books by Barnes, James G.