Join our growing community and engage in coversation with leading industry experts, professors and authors. Become a member today »


Home / Resources / Books
Books

Chief Customer Officer : Getting Past Lip Service to Passionate Action
Jeanne Bliss · more info »
Clued In: How to Keep Customers Coming Back Again and Again
Lewis Carbone · more info »
Consumer Behavior
Michael R. Solomon · more info »
Convergence Culture: Where Old and New Media Collide
Henry Jenkins · more info »
Creating and Delivering Totally Awesome Customer Experiences
Blaine W. Millet and Gary W. Millet · more info »
Creating Do-It-Yourself Customers: How Great Customer Experiences Build Great Companies
Peter C. Honebein and Roy F. Cammarano · more info »
Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers
Bernd H. Schmitt · more info »
Engagement: Winning the Battle for Customer Hearts and Minds
· more info »
Handbook of CRM: Achieving Excellence through Customer Management: Achieving Excellence Through Customer Management
Adrian Payne · more info »
Making Meaning: How Successful Businesses Deliver Meaningful Customer Experiences
Steve Diller, Nathan Shedroff and Darrel Rhea · more info »
Managing the Customer Experience: A Measurement-Based Approach
Morri Wiburn · more info »
Managing the Customer Experience: Turning customers into advocates
Shaun Smith · more info »
Managing the Customer Experience: Turning customers into advocates (Financial Times Series)
Shaun Smith & Joe Wheeler · more info »
Revolutionize Your Customer Experience
Colin Shaw · more info »
Shift Happens: The New Age of Bank Marketing: How Changing Lifestyles And Customer Experience Are Challenging Bank Marketers
Nick Vaglio and Bruce Clapp · more info »
Strategies For Effective Customer Education
Peter C. Honebein · more info »
The Customer Relationship Management Survival Guide
Dick Lee · more info »
The DNA of Customer Experience: How Emotions Drive Value
Colin Shaw · more info »
The Loyalty Guide
· more info »
The Mobile Revolution: The Making of Mobile Services Worldwide
Dan Steinbock · more info »
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
Joseph Michelli · more info »
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
Joseph Michelli · more info »
What Customers Really Want: Bridging the Gap Between What Your Company Offers and What Your Clients Crave
Scott McKain · more info »
What's the Secret: To Providing a World-Class Customer Experience
John R. DiJulius · more info »
Real-Time Marketing for Business Growth: How to Use Social Media, Measure Marketing, and Create a Culture of Execution
Monique Reece · more info »
Beyond the Brand: Why Engaging the Right Customers is Essential to Winning in Business
John Winsor · more info »
Building Great Customer Experiences
Colin Shaw and John Ivens · more info »
Business at the Speed of Now: Fire Up Your People, Thrill Your Customers, and Crush Your Competitors
John M. Bernard · more info »
Chief Culture Officer: How to Create a Living, Breathing Corporation
Grant McCracken · more info »
Chief Customer Officer: Getting Past Lip Service to Passionate Action
Jeanne Bliss · more info »
Collaborative Customer Relationship Management: Taking CRM to the Next Level
Alexander H. Kracklauer (Editor), D. Quinn Mills (Editor), Dirk Seifert (Editor) · more info »
CRM - Customer Relationship Management: High-impact Strategies - What You Need to Know: Definitions, Adoptions, Impact, Benefits, Maturity, Vendors
Kevin Roebuck · more info »
Customer Churn Reduction and Retention for Telecoms: Models for All Marketers
Arthur Hughes · more info »
Customer experience (Cx): High-impact Strategies - What You Need to Know: Definitions, Adoptions, Impact, Benefits, Maturity, Vendors
Kevin Roebuck · more info »
Customer Relationship Management (Crm) software: High-impact Strategies
Kevin Roebuck · more info »
Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know
Jeffery Gitomer · more info »
Customer-Centric Knowledge Management: Concepts and Applications
Minwir Mallouh Al-shammari (Editor) · more info »
Domino: How Customer Experience Can Tip Everything in Your Business toward Better Financial Performance
Linda Ireland · more info »
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
Leonardo Inghilleri & Micah Solomon · more info »
Information Technology Enabled Customer Service
Tapio Reponen · more info »
Intimate Marketing: Social Networking is Not Enough: How to Make Customers Love You Forever!
Gil Peretz · more info »
Managing Customer Relationships: A Strategic Framework
Don Peppers · more info »
Managing Customer Relationships: A Strategic Framework
Don Peppers & Martha Rogers · more info »
Pay Attention!: How to Listen, Respond, and Profit from Customer Feedback
Ann Thomas & Jill Applegate · more info »
Performance Management: Integrating Strategy Execution, Methodologies, Risk, and Analytics
Gary Cokins · more info »
Pursuing Perfect Service
Jaideep Motwani (Ph.D.) & Rob Ptacek · more info »
Relationship Marketing
Mark Godson · more info »
Relationship Marketing: New Strategies, Techniques and Technologies to Win the Customers You Want and Keep Them Forever
Ian H. Gordon · more info »
Relationship Marketing: Successful Strategies For The Age Of The Customer
Regis Mckenna · more info »
So You Want To Be Customer-Centric?: 8 Steps To Profitable Customer Relations
Alain Thys · more info »
Social Marketing to the Business Customer: Listen to Your B2B Market, Generate Major Account Leads, and Build Client Relationships
Paul Gillin & Eric Schwartzman · more info »
The 24-Hour Customer: New Rules for Winning in a Time-Starved, Always-Connected Economy.
Adrian C. Ott · more info »
The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers
Reza Soudagar, Vinay Iyer,& Volker Hildebrand · more info »
The Customer-Transparent Enterprise: Beyond 20th Century CRM: How Market Leaders Are Using 21st Century Customer Transparency to Close the Brand/Customer Gap and Win the Customer Loyalty Wars
Dennison J. DeGregor · more info »
The End of Business As Usual: Rewire the Way You Work to Succeed in the Consumer Revolution
Brian Solis · more info »
The Hidden Power of Your Customers: 4 Keys to Growing Your Business Through Existing Customers
Becky Carroll · more info »
The Lean Communications Provider: Surviving the Shakeout Through Service Management Excellence
Elizabeth K. Adams & Keith J. Willetts · more info »
The New Relationship Marketing: How to Build a Large, Loyal, Profitable Network Using the Social Web
Mari Smith · more info »
The ultimate guide to branding and building your business in the era of the Social Web
Brian Solis & Ashton Kutcher · more info »
Total Customer Service: The Ultimate Weapon
William H. Davidow · more info »
Winning with Customers: A Playbook for B2B
D. Keith Pigues & Jerry Alderman · more info »
Wired and Dangerous: How Your Customers Have Changed and What to Do About It
Chip R Bell & John R. Patterson · more info »



Variance in the Tech Experience
NEW REPORT
Variance in the Tech Experience
More Reports »
Download Now »

News & Events
Especially in this economy, customer service matters articles »

Facts & Figures
Total revenue for the telecommunications industry grew by around 10% in 2008 to reach over $1.1 trillion. statistics »

Advisory Board
A global think tank of concerned marketers and key industry experts
board »