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Focusing on Your Customer

Paperback, 01/11/2010, £10.99
Closing individual sales, in most businesses, is not enough for success. Success depends on developing profitable lifetime relationships with customers. This book teaches you how to understand the service-profit chain and the interrelationships among customer satisfaction, customer loyalty, employee capability, and company profitability.

Thinking strategically

Paperback, 01/06/2010, £10.99
To be a successful manager, you need to master the skills that characterize strategic thinking from examining situations to interpreting information and know how to apply those skills on the job. This title helps you learn to: understand what strategic thinking is and why it is valuable; and view strategic thinking as a process.