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  • Image of What the Customer Wants You to Know
    Image of What the Customer Wants You to Know

    How Everybody Needs to Think Differently About Sales

    by Ram Charan

    More than ever these days, the sales process tends to be a war about price. But there's a better way to think about sales, says best-selling author Ram Charan. Charan defines this new approach to selling as value creation selling (VCS), which he says is radical but nonetheless practical. VCS differentiates you from the competition, paving the way to better pricing, better margins and higher revenue growth built on win-win relationships that deepen over time.

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  • Image of The Customer Century
    Image of The Customer Century

    Lessons from World Class Companies in Integrated Marketing and Communications

    by Anders Gronstedt Ph.D.

    Author Gronstedt shows how world-class companies better serve customers and stakeholders by integrating marketing and communications along three dimensions: between the company and its customers and stakeholders; across the different managerial levels; and across the different business and geographic units of the company.

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  • Image of The Brave New Service Strategy
    Image of The Brave New Service Strategy

    Aligning Customer Relationships, Market Strategies and Business Structures

    by Barbara A. Gutek, Theresa Welsh

    Many companies who claim to have “relationships” with their customers mistake collecting data about customers with actually knowing them. The authors explain how to differentiate between true relationship businesses and what they call “encounter” businesses. They then show how many of the best companies reject “pseudo-relationships” in favor of enhanced encounters.

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