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  • Image of The Customer Differential
    Image of The Customer Differential

    The Complete Guide to Implementing Customer Relationship Management

    by Melinda Nykamp

    You have heard of Customer Relationship Management. Now here’s a guidebook that it clearly explains the concept of CRM — and how to put it in place in your company.

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  • Image of The Weightless Society
    Image of The Weightless Society

    by Charles Leadbeater

    A radical innovation in basic political, social and economic institutions is required to spread the benefits of the knowledge economy, argues Charles Leadbeater in this eloquent and provocative analysis of today’s society.

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  • Image of Loyalty Rules!
    Image of Loyalty Rules!

    How Today's Leaders Build Lasting Relationships

    by Frederick F. Reichheld

    Reichheld follows up The Loyalty Effect, in which he argued that a virtuous circle of employee, customer and shareholder loyalty led to greater profits, with a how-to on turning your company into a loyalty leader.

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  • Image of Generations at Work
    Image of Generations at Work

    Managing the Clash of Veterans, Boomers, Xers, and Nexters in Your Workplace

    by Claire Raines, Ron Zemke, Bob Filipczak

    Four generations — Veterans, Boomers, Xers, and Nexters — are brought together in today’s workplace. This summary shows you how to overcome the clash of generations to create a cohesive, collaborative work environment.

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  • Image of Small Business Turnaround
    Image of Small Business Turnaround

    Revitalize Your Struggling or Stagnant Enterprise

    by Marc Kramer

    What do you do when sales start lagging, key employees start leaving, and customers start bolting to the competition? Consultant Kramer offers a step-by-step manual for turning around your small business — from writing updated business, marketing and operating plans to cutting costs, boosting sales and getting vendors and creditors on your side.

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