Customer Business

In Honest to Greatness, serial Inc. 5000 entrepreneur Peter Kozodoy shows how today’s greatest business leaders use honesty - not as a touchy-feely core value, but as a business strategy that produces game-changing, industry-dominating success.

Written in the trenches of helping hundreds of B2B SaaS businesses, The Pricing Roadmap will help you pour gasoline on the fire of your pricing. Ditch the guesswork with this step-by-step guide to designing SaaS pricing that grows your business—whether you’re a startup, prerevenue venture, or an established market leader.

People love to buy. They love taking home a great product, and they definitely love getting a great deal. But, unfortunately for anyone in sales, people hate being sold. They hate feeling like they've been convinced to buy something or tricked into a purchase - even if they want the product you're selling. That's why sales is harder than ever, and that's why you have to change the way you operate if you want to sell more and keep your customers coming back.

Whether you're a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray.

The economy is changing. Trust and value have become the new Return on Investment (ROI). Consumers are the new drivers of the market; they are in control of where, when, how and from whom they buy. Meridith Elliott Powell draws on her 20-plus years in sales to give you a practical step-by-step guide on how to find the right prospects, build profitable relationships, close more sales and turn your customers into champions for your business.

Business relationships are still dominated by a narrow perspective—trying to match products to customer needs and making deals. It's a buyer-seller relationship built on a transactional mindset, and it's not how you should be doing business. There's a better way—orchestrating growth—in which suppliers and customers collaborate to build strategies and grow together. Christoph Senn and Mehak Gandhi lay out the Triple Fit Strategy framework, which will help you escape the product-centric mindset and put customers at the heart of your business strategy.

With people being inundated with thousands of daily sales messages, selling is now tougher than ever. That's why you need to learn what neuroscience has uncovered that will immediately increase your selling and influencing effectiveness.

Workplaces are filled with all types of people, and some of them can be very difficult to get along with. By understanding difficult people and their behaviors, a savvy individual can resolve the awkward and problematic situations they create. Dealing with Difficult People looks at difficult behavior - what drives it and how to cope with it by managing aggression, avoiding awkward situations, and keeping calm. This third edition provides tools and techniques for dealing with difficult customers, difficult people in the digital sphere, and difficult bosses.

Health care is in the midst of a massive disruption. With financial structures in tatters and the future uncertain, this is the moment to begin the revolution. But first, leaders need to learn how to support staff at all levels as they make transformational improvements in care. This book demonstrates that real change is very personal and has to start at the top - whether you're an executive, governing board member, manager, or physician.

Customers can be a mystery. Despite the availability of more data than ever before, everyone, from the CEO to salespeople in the field, struggles to understand who their customers really are, what they want, why they lose them, and how to regain them. To crack the case, start thinking like a market detective. David Scott Duncan shows how in his entertaining story of Tazza, a fictional chain of cafes with declining sales and leaders urgently seeking to understand why.

Few management ideas have spread so far and so wide as the Net Promoter System (NPS). Created by author and loyalty guru Fred Reichheld, companies across the spectrum have adopted it - from industrial giants such as Mercedes-Benz and Cummins Engine to Silicon Valley sweethearts such as Apple and Google to digital innovators like Warby Parker and Peloton.

If you are a remodeler or home building contractor wanting to get found online and make more sales, you must begin with a solid online presence. Author Martin Holsinger shows exactly how to apply the principles of online marketing to your business with today's online technology.

Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, customer success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding™ framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage.

The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately.

Take your passion for event planning to the next level with in-the-trenches advice and tools you need to start, run, and grow a successful business. From writing a solid contract to finding reliable vendors, our experts help you identify your niche, teach you how to scout potential clients, evaluate the competition, market your business, and more.

If this sounds familiar, the problem isn’t you or your ideas; it’s that you’re guessing at what resonates with your target customers. In Forget the Funnel, Georgiana Laudi and Claire Suellentrop share the customer-led growth framework they've developed to help companies of all sizes solve their product marketing struggles and hit ambitious targets. This framework helps you get inside your customers’ heads, map and measure your customers’ experience, and uncover which tactics will actually move the needle for your company.

The fastest, easiest, and most profitable way to have a successful business is to work with your ideal customers. They value your offering and pay you what it's worth and they are a joy to serve. But how can you rise above the noise in a crowded marketplace to attract these customers? You learn to speak their lingo. In LINGO, serial entrepreneur, brand consultant, and host of Creative Warriors podcast Jeffrey Shaw reveals how to make your business irresistible to your ideal customers by showing them that you get them.

Driven to Delight offers an exclusive, behind-the-scenes look at CEO Steve Cannon and his leadership team's ambitious, multi-pronged strategy to elevate the company's customer experience to best-in-class across all brands and industries.

The latest edition of Instagram for Business for Dummies puts you in the picture on how to showcase your product, craft your narrative, and gather insight into how your customers experience and react to your business. Presented in straightforward, practical language by three Instagram and marketing gurus, you'll swiftly go from setting up your account and profile to applying strategies for creating content that deliver super-engaged customers.

In Emotional Intelligence for Sales Success, you'll learn how to increase impulse control for better questioning and listening, which EI skills are related to likability and trust, how empathy leads to bigger sales conversations and more effective solutions, how emotional intelligence can improve prospecting efforts, which EI skills are most common among top sales producers, and much more. Customers can get product information and price comparisons online. The true differentiator between you and a bot is your ability to deftly solve problems and build relationships.