In this lively and readable book, the authors argue that in recent years far too much has been made of customer satisfaction, and that this has come at the expense of hard-edged consumerism. Whether or not "the customer is king," the first rule of business is to make money. Pragmatic and practical, the book destroys seven key myths about customer management that have gained almost folkloric status, and provides a step-by-step action plan for linking customer service with commercial goals.

Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.

According to a recent report by the Media Research Center, television news stories calling for stricter gun laws outnumbered newscasts opposing such laws by a ratio of 10 to 1. In other words, we are hearing only one side of the story. No wonder so few people are equipped to debate the issue of guns intelligently.The 7 Myths of Gun Control is a readable, easy-to-use guide for people confused and frustrated by the blizzard of anti-gun propaganda. It details the seven most common arguments used by gun prohibitionists, debunking each one with a wealth of statistical and legal data gleaned from top experts in the field of guns and gun rights. Award-winning journalist and bestselling author Richard Poe distills the pro-gun arguments into readable, bite-sized chunks designed to appeal to a mass audience. The seven myths that Poe exposes are (1) guns increase violent crime, (2) pulling a gun on a criminal endangers you more than the criminal, (3) guns pose a special threat to children, (4) the Second Amendment applies only to militiamen, (5) the Second Amendment is an obsolete relic of the frontier era, (6) we should treat guns the same w

This text in management follows a planning, organizing, leading and controlling framework. It features brief cases on diversity, entrepreneurship and strategy at the end of each chapter.