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Лучший сервис - это отсутствие сервиса. Как избавить клиента от необходимости в обслуживании и сэкономить деньги компании Спросите себя: чего хотят клиенты, проснувшись утром? Связаться с сервисным отделом компании или просто пользоваться ее продуктами и услугами? Ответ очевиден, не так ли? Безупречный, с точки зрения клиента, сервис незаметен - эта идея лежит в основе книги "Лучший сервис - это отсутствие сервиса. Как избавить клиента от необходимости в обслуживании и сэкономить деньги компании". Чтобы достичь подобного уровня сервиса, необходимо кардинально изменить поведение, стратегию и систему оценки. Усилия будут оправданы: результатом станет повышение уровня удовлетворенности не только клиентов, но и персонала, снижение эксплуатационных расходов и, как следствие, рост прибыли. Авторы полностью меняют традиционный взгляд на культуру обслуживания, предлагают конкретные инструменты и методы. Книга будет интересна руководителям компаний, специалистам по продажам, а также всем сотрудникам отделов по обслуживанию клиентов.
Global Accounting and Control : A Managerial Emphasis "International Bulletins" provide current and relevant side bars to enliven discussion and enhance learning. * Exercises and cases are provided at the end of every chapter.
Creating Value Through Corporate Restructuring: Case Studies in Bankruptcies, Buyouts, and Breakups Praise for Creating Value through Corporate Restructuring "A helpful reference guide for managers facing the complex operational and financial issues raised in today?s competitive environment. Gilson?s case studies provide a real-world context against which corporate leaders can plan their restructuring strategies."?Arthur B. Newman, Senior Managing Director, The Blackstone Group "Stuart Gilson?s analytical case studies have demystified the battle of enterprise valuations in financial distress and buyout situations. It is a must-read for understanding the restructuring and buyout arena. I highly recommend this book."?Harvey R. Miller, Senior Partner and Chair of the Business, Finance, and Restructuring Department, Weil, Gotshal & Manges LLP "The economically pivotal process has never before received such a rigorous and well-rounded treatment. Gilson goes far beyond the legal framework of bankruptcy resolution to show how industry-specific...
Managerial Accounting: Tools for Business Decision Making, WebCT, 2nd Edition Presents important analytical tools to decision making. * Strong real world application. * Emphasis on critical thinking and managerial decision-making.
Value-Driven Intellectual Capital: How to Convert Intangible Corporate Assets Into Market Value "Twenty-first-century firms will live and breathe in an environment increasingly dominated by intellectual capital transactions. This book is a down-to-earth volume that pulls together, organizes, and articulates the best thinking of leading firms and practitioners. It is a must read for twenty-first-century business leaders charged with understanding, developing, and extracting value from intellectual capital." Joseph J.Daniele, Senior Vice President, IP and Technology Commercialization SAIC Science Applications International Corporation "Intellectual capital now rivals and soon will surpass financial capital as the essential foundation for successful organizations operating in the 'New Economy' Sullivan dissects the topic, comprehensively laying it out in practical terms that can guide corporate action as companies navigate these new waters. His book is required reading for every executive wondering how to convert what the company knows into sustainable...
Essentials of CRM: A Guide to Customer Relationship Management (Essentials Series) ESSENTIALS OF CRM Full of valuable tips, techniques, illustrative real-world examples, exhibits, and best practices, this handy and concise paperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in CRM. "Once again, Bryan Bergeron proves that he is ahead of the curve when it comes to understanding the value of customer relationships. This remarkable book is geared not only toward corporate executives with mega-investments in CRM, but can also be successfully applied to the street corner vendor. His articulate and sensitive style brings this highly involved subject matter to a level we can all understand." ?Michael Cusack, author of Online Customer Care: Strategies for Call CenterExcellence "Managing relationships with customers has become a critical organizational competency. Bergeron has done a superb job of presenting the breadth, complexity, and nature of CRM. This book provides a fabulous and...
Cost Control for the Hospitality Industry, 2nd Edition In this text, a leading hospitality educator and industry consultant gives readers the means to ensure customer satisfaction and produce acceptable profit margins. Two new chapters review different methods of cost control strategy and operations, including information systems and computerized cost control.
E-Business and ERP: Rapid Implementation and Project Planning Strategies for Cost-Effective E-Business ERP Implementation?in the Shortened Time Horizons of the Internet Age The need for seamless Enterprise Resource Planning (ERP) and e-business implementation is nothing new. What is new is the shorter time frames that now dominate the organizational landscape. Projects that used to take years to complete must now be up and running in a matter of months or even weeks. Moreover, they must be done successfully?the first time. E-Business and ERP is the first book to detail the many aspects of organizing an ERP or e-business project for rapid implementation. This comprehensive guidebook?produced by an experienced manager of rapid application implementation projects?explains how to: Rapidly implement systems that meet current requirements and are easily adaptable to encompass the next generation of technology Better understand and manage the risks associated with such projects ...
Controller's Guide to Planning and Controlling Operations The Controller?s Guide to Planning and Controlling Operations is a comprehensive guide for controllers, CFOs, and budget managers who need to determine: The soundness of sales forecasts The best approach for setting product prices The profitability of customers and market segments Federal tax remittance rules The impact of a just-in-time system on inventory levels Packed with clear and realistic strategies, it helps create a coherent framework of financial plans that apply to the full breadth of ongoing corporate control systems, as well as illustrates: When to use labor and materials standards to control manufacturing How to control research and development costs How to grant appropriate credit levels to customers How to set up an effective capital budgeting process How to create a cost-of-capital calculation
From Cost to Performance Management: A Blueprint for Organizational Development Measurable, sustainable improvements in cost and performance management require more than just isolated methodologies or slogans of the week. They require committed, involved leadership, adaptable systems, and an understanding that cost reduction and performance improvement work best when they work together. From Cost to Performance Management provides application-based guidance for melding the best of today's cost and performance management methods into a unified cost/performance approach that fits your organization's needs, readiness, and identity. This well-rounded resource explores: Shortcomings of existing change and growth management perspectives New methodologies and mindsets for tracking valuable resources that create long-term wealth Organizational development examples from today's most progressive companies Cost continues to be the prime strategic mover in most organizations; unfortunately, it can lead to...