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101 Lessons For Great Call Center Management by Dan Coen
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 Coen’s book is inventive, creative and innovative. He details 101 lessons, concise and clear to understand, quick to read and digest, supported by lesson plans and cartoons to consider, brainstorm and then implement in your call center. Each lesson is meaningful, important, and even critical to call center management and operations. |
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Feb-03-2008
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Actionable Web Analytics: Using Data to Make Smart Business Decisions by Jason Burby, Shane Atchison
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 Knowing everything you can about each click to your Web site can help you make strategic decisions regarding your business. This book is about the why, not just the how, of web analytics and the rules for developing a "culture of analysis" inside your organization. Why you should collect various types of data. Why you need a strategy. Why it must remain flexible. Why your data must generate meaningful action. The authors answer these critical questions using their decade of experience in Web analytics. |
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Jan-20-2008
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Applying the Science of Six Sigma to the Art of Sales and Marketing by Michael J. Pestorius
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 This book provides step by step instructions on how to use data and measures to tackle common business challenges. An analysis of the territory planning process provides tools and techniques to improve the effectiveness of sales forces that suboptimize their efforts by calling on the wrong customers. It shows sales leadership how to use readily available data to ensure that the "right" customers are receiving the attention they need. It also quantifies the real cost of spending time with customers that are not improving the bottom line. A historical analysis of promotions takes the guesswork out of developing future sales campaigns. Once armed with this knowledge, future promotions stand a greater chance of achieving their goals. |
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Jan-07-2008
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Do It Wrong Quickly: How the Web Changes the Old Marketing Rules by Mike Moran
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 For decades, marketers have been taught to carefully plan ahead because you must get it rightit¹s too expensive to change. But, in the age of the Web, you can know in hours whether your strategy¹s working. Today, winners don¹t get it right the first time: they start fast, change fast, and relentlessly optimize their way to success. They do it wrong quickly, then fix it just as quickly. In this book, Internet marketing pioneer Mike Moran shows you how to do thatstep-by-step and in detail. Drawing on his experience building ibm.com into one of the world¹s most successful sites, Moran shows how to quickly transition from ³plan then execute² to a non-stop cycle of refinement. |
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Dec-24-2007
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Web 2.0: A Strategy Guide: Making Web 2.0 Work by Amy Shuen
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 Web 2.0 makes headlines, but how does it make money? This concise guide explains what's different about Web 2.0 and how those differences can improve your company's bottom line. Whether you're an executive plotting the next move, a small business owner looking to expand, or an entrepreneur planning a startup, Web 2.0: A Strategy Guide illustrates through real-life examples how various businesses, large and small, are creating new opportunities on today's Web. |
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Dec-11-2007
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