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The Future of the Internet -- and How to Stop It by Jonathan Zittrain
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 This book explains the engine that has catapulted the Internet from backwater to ubiquity -- and reveals that it is sputtering precisely because of its runaway success. With the unwitting help of its users, the generative Internet is on a path to a lockdown, ending its cycle of innovation -- and facilitating unsettling new kinds of control. Its salvation, Zittrain argues, lies in the hands of its millions of users. Drawing on generative technologies like Wikipedia that have so far survived their own successes, this book shows how to develop new technologies and social structures that allow users to work creatively and collaboratively, participate in solutions, and become true “netizens.” |
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Jan-11-2009
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Customer Relationship Management, Second Edition by Francis Buttle
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 Francis Buttle's book is a comprehensive, rigorously researched, contemporary overview of CRM that is generously illuminated with many case illustrations. He shows how CRM technologies in support of a well-tuned customer management strategy can deliver outstanding benefits throughout the customer lifecycle. |
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Dec-14-2008
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Coaching Contact Center Agents by Dr. Jon Anton, Howard Lee
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 This is a book focused on one of the most important and least understood jobs in a contact center, namely, coaching the front-line agent. In preparing the materials for the book, the authors interview successful coaches and spent time watching them using call evaluation reports to determine agent call handling improvements. The book is full of tips and ideas gleaned from site visits to contact centers. In addition, the authors include verbatim suggestions from contact center coaches detailing their advice on what works and what doesn't work in dealing with agent improvement initiatives. |
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Nov-29-2008
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Leadership Brand: Developing Customer-Focused Leaders to Drive Performance and Build Lasting Value by Dave Ulrich, Norm Smallwood
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 Your company’s brands hold intangible value and differentiate your firm from rivals. So does your leadership brand -- a shared identity among your organization’s leaders that differentiates what they can do from what your rivals’ leaders can do. In Leadership Brand, Dave Ulrich and Norm Smallwood show how branded leadership delivers unique value for firms’ investors, customers, and employees -- elevating market value and creating a sharp competitive edge. |
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Nov-09-2008
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Managing Customers for Profit: Strategies to Increase Profits and Build Loyalty by V. Kumar
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 Marketing expert V. Kumar shows how to use Customer Lifetime Value (CLV) to target customers with higher profit potential, manage and reward existing customers based on their profitability, and invest in high-profit customers to prevent attrition and ensure future profitability. Drawing on his experience consulting with world-class marketing organizations, Kumar illuminates the challenges of transitioning from a product-centric to a customer-centric approach and presents proven solutions. |
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Oct-26-2008
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