Books on Customer Service That Are a Must Read
Customer relationship dynamics have been changing drastically over the past years. With customer expectations rising dramatically and businesses implementing a personal and far more attentive approach than before, CRM has now become a crucial element of customer retention.
We have collected here a set of books that will aid leaders in bringing their A-game in retaining their customers and maintaining a steady relationship.
The first one is:
In this book, Barton Goldenberg offers a proven, four-step methodology for succeeding with Social CRM work in any B2B, B2C, or B2B2C organization. You’ll learn how to integrate people, process and technology to optimize relationships with every customer, achieve seamless collaboration across customer-facing functions, and make the most of today’s leading social platforms. Goldenberg shows how to:
• Systematically harvest information from Social Media conversations and communities: Facebook, Twitter, LinkedIn, Google+, and beyond.
• Integrate this information into expanded customer profiles.
• Use these profiles to personalize customer service, marketing messages, and sales offers far more effectively.
The next books is:
How do you keep your customers happy so that they never leave you? How do you get your clients excited to come back to your businesses time and time again? How do you create raving fan customers that will tell all of their friends, family and colleagues that they must to do business with you? This book will answer all of these questions and more in a simple, easy-to-follow format that is entertaining and educational.
This book was written to be a fast and easy read that gets you straight to the point of what you need to deliver a world-class customer service experience every time – regardless of what is going on around you.
Let’s move on to the final book of the quarter:
Keep Your Customers shares a fresh perspective on the old problem of customer relations. Ali Cudby shares with business leaders how to set up customer engagement for loyalty with a company culture to support it.
You get real-world consumer behavior stories, business best practices, and CEO-led case studies featuring industries ranging from technology (ClusterTruck, PERQ), consumer packaged goods (Soapbox) and retail (Esprit de la Femme, Urban Stems). Interviews with renown venture capitalists Mark Suster and Kara Nortman of Upfront Ventures, Square Capital executive Jackie Reses, and indie music Shudder To Think’s front man Craig Wedren are also featured. Forward by Springboard Enterprises Founder Kay Koplovitz.
Let us know if you have more books to share. We’re always open to new book recommendations. For more on churn and insights into successfully winning the churn war, keep an eye out for our blogs.