En los �ltimos a�os, el mundo ha cambiado en forma vertiginosa,: las comunicaciones, las computadoras, los tel�fonos m�viles, la sociedad en s�. Del mismo modo ha evolucionado la forma de hacer negocios: el marketing, las redes sociales, el aprendizaje en l�nea, pero sobre todo los clientes. �Por qu� si los clientes son totalmente distintos, el servicio al cliente sigue siendo el mismo? Es extra�o que los clientes sean ahora m�s exigentes que nunca, que busquen velocidad en las respuestas y que no se conformen tan f�cil como antes; pero que los sigamos atendiendo de la misma manera que lo hemos hecho desde finales del siglo pasado: con un enfoque totalmente reactivo, aguardando hasta que el cliente reclame o se queje de alguna insatisfacci�n. Tal vez los medios para atender a los clientes s� han cambiado, ahora existen centros de contacto telef�nicos, buzones de correo electr�nico, incluso hay empresas que atienden por medio de redes sociales; pero la esencia para atenderlos no ha cambiado: En M�xico y en gran parte de Am�rica Latina no anticipamos problemas, no prevenimos conflictos, ni buscamos de forma proactiva la satisfacci�n del cliente.�Por qu� nos sorprende tanto que las empresas pierdan clientes si no hacen nada por resolverlo '.�En verdad no sab�amos que son muy pocos clientes los que se quejan? Si queremos resultados distintos, ya nos han dicho antes que no debemos seguir haciendo lo mismo; esa es la idea principal de esta nueva metodolog�a propuesta: cambiar el servicio al cliente de ra�z de una vez por todas para alcanzar el �xito buscado. Este libro es el resultado de hacer las cosas en forma diferente: naci� de los puntos de vista del cliente y de buscar estrategias para enfocarnos en sus preferencias. Primero encuestando a los clientes, conociendo sus preocupaciones e intereses, y posteriormente realizando experimentos en diferentes empresas en M�xico y Am�rica Latina, con el �nico fin de identificar las actividades que daban resultados exitosos en la percepci�n de los clientes y las que no. El contenido est� dirigido a ejecutivos y empresarios que buscan elevar la competitividad de sus organizaciones, pero tambi�n puede ser le�do por personal que atiende directamente a los clientes, o por estudiantes que planean crear su propia empresa. Este libro debe ser parte de la biblioteca de cualquier persona interesada en el �xito empresarial y hasta personal. De forma sencilla, y con ejemplos pr�cticos nos comparte su nueva metodolog�a para servir al cliente, que -adem�s de atraer y retener a m�s clientes- permite optimizar los recursos de la empresa y lograrlo en un per�odo de 90 d�as.
If you've heard and read all you want to know about how bad service is in the world and how important service is to customers and to your bottom line, you may be ready for a little action. This is the 8th edition and has been updated with 2011 information. After many recent articles and books dealing with the need for quality service, few business managers remain unconvinced.Many, however, remain unequipped to express their commitment in action. The mission of this book is to equip the already convinced to implement the already proved: service is a strategy as powerful as marketing and as potent as a quality product itself in the ongoing effort to realize the full profit potential of a company.This book gives you detailed, step-by-step knowledge that you can use in establishing profitable customer service strategies. The profit-producing capability of an organization derives from impressions made by all employees on the organization's customers. The means of creating these impressions are the quality and efficacy of the product or service that the employees sell: the quality, accuracy, dependability, and speed of their service and the warmth of their human relationships with customers.Training and motivation for people who actually deliver service and how-to-do-it implementation instructions are the twin I-beams supporting the substance of this book. They are: The reason this book was written. The features that distinguish this book from other books on service.Among key benefits to readers of this book are: Hands-on ideas, skills, and techniques that can be used immediately. Knowledge about shaping employee attitudes, a powerful competitive force moving a firm toward greater market share, customer loyalty, and profitability.
The Fifth Discipline
Author: Peter M. Senge
Publisher: Crown Business
Completely Updated and Revised This revised edition of Peter Senge’s bestselling classic, The Fifth Discipline, is based on fifteen years of experience in putting the book’s ideas into practice. As Senge makes clear, in the long run the only sustainable competitive advantage is your organization’s ability to learn faster than the competition. The leadership stories in the book demonstrate the many ways that the core ideas in The Fifth Discipline, many of which seemed radical when first published in 1990, have become deeply integrated into people’s ways of seeing the world and their managerial practices. In The Fifth Discipline, Senge describes how companies can rid themselves of the learning “disabilities” that threaten their productivity and success by adopting the strategies of learning organizations—ones in which new and expansive patterns of thinking are nurtured, collective aspiration is set free, and people are continually learning how to create results they truly desire. The updated and revised Currency edition of this business classic contains over one hundred pages of new material based on interviews with dozens of practitioners at companies like BP, Unilever, Intel, Ford, HP, Saudi Aramco, and organizations like Roca, Oxfam, and The World Bank. It features a new Foreword about the success Peter Senge has achieved with learning organizations since the book’s inception, as well as new chapters on Impetus (getting started), Strategies, Leaders’ New Work, Systems Citizens, and Frontiers for the Future. Mastering the disciplines Senge outlines in the book will: • Reignite the spark of genuine learning driven by people focused on what truly matters to them • Bridge teamwork into macro-creativity • Free you of confining assumptions and mindsets • Teach you to see the forest and the trees • End the struggle between work and personal time From the Trade Paperback edition.
Sales Force Management
Author: Mark W. Johnston, Greg W. Marshall
In this latest edition of Sales Force Management, Mark Johnston and Greg Marshall continue to build on the tradition of excellence established by Churchill, Ford, and Walker, increasing the book’s reputation globally as the leading textbook in the field. The authors have strengthened the focus on managing the modern tools of selling, such as customer relationship management (CRM), social media and technology-enabled selling, and sales analytics. It’s a contemporary classic, fully updated for modern sales management practice. Pedagogical features include: Engaging breakout questions designed to spark lively discussion Leadership challenge assignments and mini-cases to help students understand and apply the principles they have learned in the classroom Leadership, Innovation, and Technology boxes that simulate real-world challenges faced by salespeople and their managers New Ethical Moment boxes in each chapter put students on the firing line of making ethical choices in sales Role Plays that enable students to learn by doing A selection of comprehensive sales management cases on the companion website A companion website features an instructor’s manual, PowerPoints, and other tools to provide additional support for students and instructors.
First published in 1998. Routledge is an imprint of Taylor & Francis, an informa company.
Benchmarking Water Services
Author: Enrique Cabrera, Peter Dane, Scott Haskins, Heimo Theuretzbacher-Fritz
Publisher: IWA Publishing
Benchmarking Water Services provides valuable info
Author: Masaaki Imai, Brian Heymans
The Self and Its Brain
Author: Karl R. Popper, John C. Eccles
Publisher: Springer Science & Business Media
The problem of the relation between our bodies and our minds, and espe cially of the link between brain structures and processes on the one hand and mental dispositions and events on the other is an exceedingly difficult one. Without pretending to be able to foresee future developments, both authors of this book think it improbable that the problem will ever be solved, in the sense that we shall really understand this relation. We think that no more can be expected than to make a little progress here or there. We have written this book in the hope that we have been able to do so. We are conscious of the fact that what we have done is very conjectur al and very modest. We are aware of our fallibility; yet we believe in the intrinsic value of every human effort to deepen our understanding of our selves and of the world we live in. We believe in humanism: in human rationality, in human science, and in other human achievements, however fallible they are. We are unimpressed by the recurrent intellectual fashions that belittle science and the other great human achievements. An additional motive for writing this book is that we both feel that the debunking of man has gone far enough - even too far. It is said that we had to learn from Copernicus and Darwin that man's place in the universe is not so exalted or so exclusive as man once thought. That may well be.
Provides a daily reading program that keys on the author's guidelines to personal fulfillment and success and offers inspiration, insights, and motivational guidance
This book aims to serve as a multidisciplinary forum covering technical, pedagogical, organizational, instructional, as well as policy aspects of ICT in Education and e-Learning. Special emphasis is given to applied research relevant to educational practice guided by the educational realities in schools, colleges, universities and informal learning organizations. In a more generic scope, the volume aims to encompass current trends and issues determining ICT integration in practice, including learning and teaching, curriculum and instructional design, learning media and environments, teacher education and professional development, assessment and evaluation, etc.
Human Resource Management
Author: R. Wayne Mondy, Judy Bandy Mondy
Publisher: Pearson Education
For undergraduate courses in Human Resources Management. This Global Edition has been edited to include enhancements making it more relevant to students outside the United States The most student accessible HRM text on the market There is no greater asset to a company than its employees-which is why Human Resource Management shows readers how to maximize a firm's potential through identifying and keeping an ideal workforce.
Author: Mark W. Johnston, Greg W. Marshall
Now available in its third edition, Relationship Selling has struck a chord with instructors and students throughout the selling discipline. As its title suggests, Relationship Selling focuses on creating and maintaining profitable long-term relationships with customers, highlighting the salesperson as an essential element in communicating value to customers. This same approach is used successfully at firms throughout the world-no surprise given the extensive real-world sales and consulting experience of this author team. From its numerous role-plays and pedagogical aids to its student-friendly style and stellar teaching support, Relationship Selling is a fast-rising favorite of students and instructors alike.