Effective business communication in organisations : preparing messages that communicate

Socialnomics : how social media transforms the way we live and do business

The marketing manifesto

Stand out social marketing : 6 keys to rise above the noise, differentiate your brand, and build an outstanding online presence

The complete marketer : 60 essential concepts for marketing excellence

Achieving patient (aka customer) experience excellence : lessons from a successful cultural transformation in a hospital

Emotional labor in the 21st century : diverse perspectives on the psychology of emotion regulation at work

The lean entrepreneur : how visionaries create products, innovate with new ventures, and disrupt markets

Loyalty 3.0 : how big data and gamification are revolutionizing customer and employee engagement

The social customer : how brands can use social CRM to acquire, monetize, and retain fans, friends, and followers

The conversation company : boost your business through culture, people and social media

Customers first : dominate your market by winning them over where it counts the most

Statistical methods in customer relationship management

The market-driven supply chain : a revolutionary model for sales and operations planning in the new on-demand economy

Customer service : career success through customer loyalty

Harvard business review on reinventing your marketing.

Introduction to marketing

Please every customer : delivering stellar customer service across cultures

Harvard business review on increasing customer loyalty.

Managing customer relationships : a strategic framework

The new relationship marketing : how to build a large, loyal, profitable network using the social Web

Wired and dangerous : how your customers have changed and what to do about it

The old rules of marketing are dead : the 6 new rules for reinventing your brand & reigniting your business

Likeable social media : how to delight your customers, create an irresistible brand, and be generally amazing on Facebook (and other social networks)

Relationship selling

Turn clicks into customers : proven marketing techniques for converting online traffic into revenue

eMarketing strategies for the complex sale

The relationship revolution : closing the customer promise gap

Customer experience : future trends and insights

Relationship marketing : a consumer experience approach

Effective customer care

The power of appreciative inquiry : a practical guide to positive change

Putting the public back in public relations : how social media is reinventing the aging business of PR

Secrets of social media marketing : how to use online conversations and customer communities to turbo-charge your business!

The next evolution of marketing : connect with your customers by marketing with meaning

Strategic customer management : strategizing the sales organization

Open innovation in the financial services : growing through openness, flexibility and customer integration

The customer rules : the 14 indispensable, irrefutable, and indisputable qualities of the greatest service companies in the world

Relationship marketing and customer relationship management

Principles of customer relationship management

Built to serve : how to drive the bottom line with people-first practices

The power of two : how smart companies create win-win customer-supplied partnerships that outperform the competition

The Brandpromise : how Costco, Ketel One, Make-a-wish, Tourism Vancouver, and other leading brands make and keep the promise that guarantees success!

Relationship selling

Integrated marketing communications

Customer relationship management : a global perspective

Customer care excellence : how to create an effective customer focus

Buyer behaviour : understanding consumer psychology and marketing

Strategies and tools for corporate blogging

The satisfied customer : winners and losers in the battle for buyer preference

The DNA of customer experience : how emotions drive value

Care packages for your customers : an idea a week to enhance customer service

Customer service delivery : research and best practices

Customer service from the inside out made easy

Electronic customer relationship management

Great customer connections : simple psychological techniques that guarantee exceptional service

Handbook of CRM : achieving excellence in customer management

Discourse and identity

Converting customer value : from retention to profit

Beyond six sigma : profitable growth throuth customer value creation

Publish and prosper : blogging for your business

Questions that sell : the powerful process for discovering what your customer really wants

The outside-in corporation : how to build a customer-centric organization for breakthrough results

Trust-based selling : using customer focus and collaboration to build long-term relationships

Up close and personal? : customer relationship marketing @ work

Microsoft CRM 3 for dummies

Naked conversations : how blogs are changing the way businesses talk with customers

Handbook of customer satisfaction and loyalty measurement

Outside innovation : how your customers will co-design your company's future

Build your customer strategy : a guide to creating profitable relationships

Connecting with your customers.

Introduction to marketing

The working world for young adults. Customer service an attitude not an occupation

151 quick ideas to get new customers

Kellogg on branding : the marketing faculty of the Kellogg School of Management

Revolutionize your customer experience / Colin Shaw.

Implementing strategic change : tools for transforming an organization

Managing learning and communication systems as business assets : how to engineer organizational performance and demonstrate value

The resilient enterprise : overcoming vulnerability for competitive advantage

Human resource management : rhetorics and realities

Contemporary marketing 2005

Willie's way : 6 secrets for wooing, wowing, and winning customers and their loyalty

Your client's story : know your clients and the rest will follow

Introduction to foodservice

Building great customer experiences

Customer relationship management : concepts and tools

Customer relationship management & customer service

The behavioral advantage : what the smartest, most successful companies do differently to win in the B2B arena

Making the client connection : maximizing the power of your personality, presentations, and presence

Culture and positioning as determinants of strategy : personality and the business organization

Consumer insight : how to use data and market research to get closer to your customer

The consumer-- or else! : consumer-centric business paradigms

101 marketing strategies for accounting, law, consulting, and professional services firms

Corporate communications : a 21st century primer

International marketing

Buyer behaviour : a multi-cultural approach

The businessperson's toolbox of really useful business ideas. 2

What's keeping your customers up at night? : close more deals by selling to your client's pain

The power of appreciative inquiry : a practical guide to positive change

The firm of the future : a guide for accountants, lawyers, and other professional services

How to measure human resources management

Seven power strategies for building customer loyalty

One to one, B2B : customer development strategies for the business to business world

Customer equity : building and managing relationships as valuable assets

The loyalty effect : the hidden force behind growth, profits, and lasting value

Emotion marketing : the Hallmark way of winning customers for life

Business marketing

Microcomputer servicing : practical systems and troubleshooting

Command performance : the art of delivering quality service