• The New Solution Selling

    This follow-up to the best-seller "Solution Selling" focuses on streamlining the sales process to achieve greater success in fewer steps and a shorter time frame. Chapter 1 focuses on the definition and philosophy of solution selling.  Continue Reading

  • Ten myths about your customers: Strategies for creating customer loyalty

    This text offers insights into the world of acquiring and retaining customers and ten common myths that businesses have about their customers. Find out how a company can become customer-centered and customer-preferred in this sample chapter, "What ...  Continue Reading

  • Auditing your CRM software

    This chapter gives decision-makers practical insight for planning, designing, and deploying CRM systems that deliver on their promises -- and for avoiding the pitfalls that cause so many CRM implementations to fail. You'll find ways to audit your ...  Continue Reading

  • Shopping for CRM systems

    This chapter offers a look into how to properly select the CRM software that is right for your company. You'll find explanations of all types of CRM software options, including vertical software, CRM suites and mid-range versus high-end systems. ...  Continue Reading

  • Call center performance management: Top five buzzwords

    Find out more about the top five buzzwords in call center performance management. Learn about service level agreements (SLAs), key performance indicators (KPIs), call center metrics and real-time analytics.  Continue Reading

  • How to Conduct a Call Center Performance Audit

    This guide explains how to conduct a performance audit and understand more than 50 specific aspects of a call center that must be running smoothly in order to achieve maximum performance in both efficiency and effectiveness of handling inbound ...  Continue Reading