Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often ‘stuck’ after purchasing. Therefore, all […]
2019 Best Business Book, Digital Book World 2019 Axiom Business Book Award Winner Featured in Forbes, NPR’s Marketplace, and a Google Talk, The Customer Centricity Playbook offers “actionable insights to drive immediate value,” according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google. How did global gaming company Electronic Arts go from […]
The Mom Test is a quick, practical guide that will save you time, money, and heartbreak. They say you shouldn’t ask your mom whether your business is a good idea, because she loves you and will lie to you. This is technically true, but it misses the point. You shouldn’t ask anyone if your business […]
Customers who have inconsistent experiences with products and services are understandably frustrated. But it’s worse for organizations that can’t pinpoint the causes of these problems because they’re too focused on processes. This updated book shows your team how to use alignment diagrams to turn valuable customer observations into actionable insight. With this powerful technique, you […]
The User Experience Team of One prescribes a range of approaches that have big impact and take less time and fewer resources than the standard lineup of UX deliverables. Whether you want to cross over into user experience or you’re a seasoned practitioner trying to drag your organization forward, this book gives you tools and […]
“Chip Bell’s unique perspective, lively illustrations, and practical advice result in one terrific resource for anyone eager to tap a customer’s ingenuity for creating breakthrough results.” –Jeanne Bliss, founder and CEO, CustomerBliss; and cofounder, Customer Experience Professionals Association (CXPA)Organizations need to offer customers breakthrough products, services, and solutions to effectively compete in today’s innovation-hungry economy. […]
The classic survey design reference, updated for the digital age For over two decades, Dillman’s classic text on survey design has aided both students and professionals in effectively planning and conducting mail, telephone, and, more recently, Internet surveys. The new edition is thoroughly updated and revised, and covers all aspects of survey research. It features […]
Four years ago, the bestselling authors of The Challenger Sale overturned decades of conventional wisdom with a bold new approach to sales. Now their latest research reveals something even more surprising: Being a Challenger seller isn’t enough. Your success or failure also depends on who you challenge. Picture your ideal customer: friendly, eager to meet, […]
Customer Service Representative’s Roles & Responsibilities clearly defines the specific roles and responsibilities of a customer service representative. It helps customer service representatives to competently perform their tasks and assignments to improve service and increase customer satisfaction. Its unique advantage is to educate your employees to develop effective service skills by clearly understanding their specific […]
With a foreword from Steve Blank, Talking to Humans is a practical guide to the qualitative side of customer development, an indispensable skill for vetting and improving any new startup or innovation. This book will teach you how to structure and run effective customer interviews, find candidates, and turn learnings into action.
The authors of the international bestseller Business Model Generation explain how to create value propositions customers can’t resist Value Proposition Design helps you tackle the core challenge of every business ― creating compelling products and services customers want to buy. This highly practical book, paired with its online companion, will teach you the processes and […]
This updated edition of Focus Groups: A Practical Guide for Applied Research walks readers step by step through the “how-tos” of conducting focus group research. Using an engaging, straightforward writing style, authors Richard A. Krueger and Mary Anne Casey draw on their many years of hands-on experience in the field to cut through theory and […]
