Name: Sales! - Bart de Groot - eBook (9789492190161)
Brand: The Brown Paper Company
SKU: d592215dbd86706b869ae92595b27213
Price: 14.95 EUR
Availability: InStock

Sales! - Bart de Groot - eBook (9789492190161)

The ultimate customer service concept and generating (continuously growing) revenue are a going concern for many organizations. How much untapped potential exists within any given organization? By designing a commercial organizational DNA, with distinctive elements called ‘Golden Stars’ in the cultural and structural domains, you create the best customer journey and gain more control over your revenue. How many structural and cultural Golden Stars do you have? It is important for a DNA to be commonly experienced throughout the organization and to be managed without concessions. Only then a learning effect will take place, which will lead to surprising results: you will be able to better serve your customers, and you will generate higher revenue, with a higher margin. Sales, a word that is misinterpreted in many organizations, is the most rewarding profession there is: creating the most value for customers in the broadest sense. In this book, Wessel Berkman describes how to develop and …

14,95

World-Class Service - Dennis Opstal, Jean-Pierre Thomassen - eBook (9789024463442)

How do you provide exceptional service to demanding customers? They're standing at your check-in desk, calling you on the phone, chatting with you online. Maybe they're seated in business class on your flight. Or eating at one of the tables you're waiting on. As a service employee, you encounter dozens or even hundreds of customers a day. Some of them are easygoing. With them, you can't go wrong. But some are demanding. They set the bar high and let you know it. How should you serve these customers? Find out in this book. World-class service is like Olympic sports. Online forms, chatbots and protocols can be helpful, but ultimately it comes down to you, the one who provides personal service. You make all the difference. By giving the customer a warm welcome, by thinking in solutions instead of obstacles. This book gives you six practical rules that will make you a champion in this sport. Not cheap tricks that customers can see right through, but guidelines for consistently great, authe…

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The customer leader

The Customer Leader makes your favorite management books obsolete. You can start emptying and rearranging your bookcase and make room for the Customer Leader. The Customer Leader is an action-packed, no-nonsense page-turner. It helps you to define value, analyze the arena you are competing in, develop a winning value proposition, and build a customer-driven organization. The Customer Leader is about leadership, customers, and creating great business. It addresses the most important question every business leader faces today: What kind of leadership do we need to lead our company and its stakeholders to a better place? Rudy Moenaert (TIAS School for Business & Society) and Henry Robben (Nyenrode Business Universiteit) show that creating great business always starts with the customer. To know your customer, your company needs true leadership. For business leaders to be successful, customers must follow them. But true business leaders must also follow their customers, as customers provid…

24,99

Intervision - Inez Kohlmann, Monique Bellersen - eBook (9789462761636)

What questions have you heard recently that made a decisive impact on your work? Intervision is a form of expertise development in which professionals call on their colleagues and peers to help them gain insights into the problems they have at work. A group of five to eight participants unravels a problem submitted by one participant, the case provider, by asking questions using one or another intervision method. This book explains the top 10 best intervision methods. Intervision is about how to use intervision as a learning and development tool for individuals, teams and organizations. It will introduce beginners to a method that gives fast results, takes little time to learn and can be used by any group in any organization. For the more advanced, the book fine-tunes intervision into making a deeper contribution to your own development and that of the organization for which you work. Monique Bellersen and Inez Kohlmann are management consultants active in the field of intervision. The…

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The EFQM excellence model for assessing organizational performance - Chris Hakes - eBook (9789087538507)

The `EFQM Excellence Model was introduced at the beginning of 1992 as the framework for assessing organizations for the annual `European Excellence Award. It is now the most widely used organizational assessment framework in Europe. Most users have no intention of applying to win awards; they use the framework and analysis techniques within the model as diagnostic tools that will help them to: Assess the health of their organization, identify its strengths and areas for improvement and periodically measure progress Identify and share good management practices, both internally and externally Anticipate and target their desired results in tangible, measurable ways Whether you are a newcomer to the Excellence Model, or an experienced user (whose techniques of performance assessment maybe rigorous but have possibly evolved to become overly complex), this Management Guide provides you with practical techniques to undertake timely and effective assessments. It explains the history, basis and…

27,99

The IT Service management process manual - James Persse - eBook (9789087530181)

This practical guide is a great solution to address the key problem how to implement ITSM and ISO 20000 when initial training has been completed. It supports the basic approaches to the fundamental processes small to medium sized companies will find the concise, practical guidance easy to follow and implement. It avoids the complex, enterprise-wide issues which though valid are not a major issues for those organizations whose IT processes form only a small part of the service offering to customers. Each chapter has the following structure: Improvement activities Process inputs and outputs Processes related to Tools and techniques Key Performance Indicators Critical Success Factors Improvement roles Benefits of effective Implementation challenges and considerations Typical assets and artifacts of an Improvement program

49,67

Seize the Cloud - E. van Ommeren, M. van den Berg - eBook (9789075414332)

Seize the Cloud: A Manager's Guide to Success with Cloud Computing Cloud is here and ready to be used. It is now one of the many concepts available to organize IT, and it is here to stay. The conversation about cloud computing has turned away from pure technology, and now it focuses on the business side, the economics and the governance aspects. There are still some challenging questions around cloud, but nothing that dismisses the concept as a whole. For example, the question is no longer 'is cloud secure' but more 'can I use this specific cloud solution for my specific situation.' And as soon as we become specific, the mist of the cloud evaporates: it becomes very clear that good concepts, services and solutions are within arms' reach for everyone. Seize the Cloud will serve as your guide through the business and enterprise architecture aspects of cloud computing. In nine chapters, and in a down-to-earth way, cloud is woven into the reality of running an organization, managing IT and…

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Strategy in Turbulent Times

Companies face increasingly turbulent times. Economic and political uncertainty, sustainability developments, and competitors with new business models are just some issues that stretch companies' resilience and adaptability. Strategy in Turbulent Times presents a way of analyzing and fighting turbulent environments. Using four animal metaphors, the Camel, Salmon, Chameleon and Octopus, it shows you how to develop new strategies and how to implement them. It is up to you to discover which animal represents the appropriate turbulence strategy for your organization. 'Strategy in Turbulent Times' is a wonderful and practical book, full of inspiring examples that examines how organizations can respond to turbulence. This excellent book is full of fresh ideas and practical advice. It deserves to be widely read and be on the shelf of every senior executive crafting their organisation's strategy. - Costas Markides | Professor of Strategy and Entrepreneurship | Holder of the Robert Bauma…

26,99

Outsourcing Professional Body of Knowledge - eBook (9789401805452)

Outsourcing is here to stay. It is inextricably linked to the globalization of business. International trade networks continue to connect the worlds economies and organizations increasingly turn to partners, often through outsourcing, to help them: better leverage what they are best at, gain greater flexibility and reach and drive down their overall business costs and risks. The Harvard Business Review lists outsourcing as one of the most important new management ideas and practices of this century. This substantial title is the official version of the Outsourcing Professional Body of Knowledge by IAOP (International Association of Outsourcing Professionals), in short: OPBOK. This is the official publication of OPBOK Version 10. This new version has been revised on these points: New appendix on applicable Rules and Regulations applicable to outsourcing. New appendices mapping COP Standards to eSCM-SP and eSCM-SP capability models. New and updated definitions on various forms of outsour…

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ASL 2 Self- assessment - Remko van der Pols, René Sieders - eBook (9789087537647)

Note: This book is available in several languages: Dutch, English. Self-assessment is the individual, systematic review of a way of working and the results of it. Filling out this ASL® 2 Self-assessment results into a clear notion how the application management and its processes and activities are arranged within your own organization. An important purpose for this self-assessment is not only to get a clear notion how certain processes are arranged, but also to make the constraints within the organization transparent as well as the consequences this has for (the continuity and quality of) the services. Based on the results of this evaluation actions can be initiated for further improvement. The eBook ISBN 9789087537647 is only available via Van Haren Publishing

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Sales! - Bart de Groot - eBook (9789492190161)

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