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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 Calling a Halt to Mindless Change
    Image of Calling a Halt to Mindless Change

    A PLEA for Commonsense Management

    by John Macdonald

    Enough, says MacDonald. Too many consultants are pushing too many new management methods that don't work. Firms are depending too much on lawyers and human resource departments. Put some sense back into decision-making in this area, he says, making sure to adopt only those changes that can improve operations. Those who have been stung in this department will enjoy this book; others will be put on watch for the danger signs.

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  • Image of Getting to Resolution
    Image of Getting to Resolution

    Turning Conflict into Collaboration

    by Stewart Levine

    You've seen it happen. Groups in a firm are clashing. Communications break down. Two people are making a display of their mutual dislikes. The work of the firm is feeling it. What to do? Levine has the answers, varied for the occasion and tested in the heat of battle. One approach involves the signing of collaborative agreements.

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