"A Customer Experience Roadmap to Transform Your Business and Culture. Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such...

Shares strategies for maintaining business competitiveness in an increasingly transparent world, revealing the importance of professional honesty, solution-driven practices and integrity-based customer support. By the authors of The One-to-One Future.

Not all customers are created equal. Ten percent of your customers often provide ninety percent of your profits. As Roger Siboni explains, the best usage of customer relationship management (CRM) is to enhance the experience for Profitable customers, to bring down costs by automating unProfitable ones, and to gain market share through customer retention and personalization at the point of sale. This requires an enterprise-wide commitment to sharing...

Step-by-step screen shots show you how to tackle tasks for Salesforce.com. Each task-based spread covers a single technique, sure to help you get up and running on Salesforce.com in no time.

Casino fixer Lucky O'Toole's search for a missing magician is complicated by a confrontation with The Big Boss, the hopeful advances of coworker Paxton Dane, and a blisteringly amorous French chef.

Lucky O'Toole, head of customer relations at the Babylon, premier mega-resort on the Vegas strip, thinks its just another night in Las Vegas. The next day, Lucky discovers Ms. Neidermeyer was tossed into the shark tank at the Mandalay Bay Resort as a snack for the tiger shark. When the police show up at the Babylon and Jeremy lands in the hot seat, Lucky realizes her previous night was far from routine.