Maximize Your Business Potential With This Winning Telephone Customer Service Strategy

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Maximize your business potential with this winning telephone customer service strategy!

Author : Danielle Gaudreau
Publisher : Danielle Gaudreau
ISBN 13 :
Total Pages : 14 pages
Book Rating : 4./5 ( download)

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Book Synopsis Maximize your business potential with this winning telephone customer service strategy! by : Danielle Gaudreau

Download or read book Maximize your business potential with this winning telephone customer service strategy! written by Danielle Gaudreau and published by Danielle Gaudreau. This book was released on 2021-07-18 with total page 14 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer service is the heart of every business. Without GREAT customer service, your business may not be THRIVING to its FULL potential. 87% of happy customers will PROMOTE your company by telling others that your service was great. Allowing your current clients to stay LOYAL, and ATTRACT new ones! On the other hand, 96% of unsatisfied customers will tell others about a bad experience they had. This obviously reflects badly on the company. This is why it's CRUCIAL to offer an exceptional level of customer service! Having close to 20 years of experience in the industry, my role is to help you MAXIMIZE your business potential, by teaching this elite customer service strategy. This course, built for corporate and business owners, could potentially also help with: - give your agents a CLEAR framework to go by - have your agents learn proper telephone etiquette - increase your agents PRODUCTIVITY - give your business a GOOD REPUTATION - have your agents learn the basic method of retaining a client - have your agents sound professional - turn your clients into PROMOTERS Teaching your agents how to deliver WORLD CLASS customer service over the telephone can also likely OPTIMIZE your chance of having a great reputation, increasing your company's success. In fact, companies with superior customer service brings 5.7 times MORE REVENUE than competitors that lag in their customer service! In 2021, you simply can NOT survive unless you have a great REPUTATION! This is why, you need to make customer service an absolute PRIORITY... It's the BACKBONE of your business! Potentially, this course could also help you save money by not having to spend as much in advertising! It offers INCREDIBLE value, and includes the 8 steps to a perfect call, as well as the tips, cues, and tactics I learned through the many years of practice I had. *For your convenience, all the documents also have been created. Also, the name of your company and/or logo can easily be added. 30 day money back guarantee DISCLOSURE: Results are dependent upon experience and will vary based on effort, education, business model, and market forces sometimes beyond our control. Please note that evolvecoaching is not offering a business opportunity. Evolvecoaching teaches skills and insight drawn from their experiences. There are no guarantees of earnings and your results may vary.

The Service Profit Chain

Author : James L. Heskett
Publisher : Simon and Schuster
ISBN 13 : 1439108307
Total Pages : 345 pages
Book Rating : 4.4/5 (391 download)

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Book Synopsis The Service Profit Chain by : James L. Heskett

Download or read book The Service Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 1997-04-10 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

Service strategy

Author : Great Britain. Office of Government Commerce
Publisher : The Stationery Office
ISBN 13 : 0113310455
Total Pages : 278 pages
Book Rating : 4.1/5 (133 download)

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Book Synopsis Service strategy by : Great Britain. Office of Government Commerce

Download or read book Service strategy written by Great Britain. Office of Government Commerce and published by The Stationery Office. This book was released on 2007-05-30 with total page 278 pages. Available in PDF, EPUB and Kindle. Book excerpt: Management, Computers, Computer networks, Information exchange, Data processing, IT and Information Management: IT Service Management

Customer Advisory Boards

Author : David L Loudon
Publisher : Routledge
ISBN 13 : 1135185727
Total Pages : 184 pages
Book Rating : 4.1/5 (351 download)

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Book Synopsis Customer Advisory Boards by : David L Loudon

Download or read book Customer Advisory Boards written by David L Loudon and published by Routledge. This book was released on 2013-10-18 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn why customer advisory boards are so successful—and how to create one for any business! From a leading authority in business management comes a book to give your company the winning edge. Customer Advisory Boards: A Strategic Tool for Customer Relationship Building examines the customer advisory board (CAB)—one of the most effective competitive tools for building and maintaining customer satisfaction. This business guide shows how to create and make use of an effective CAB, and how doing so can give your company a marketing advantage and improve vital aspects of business, including customer responsiveness, trust-building, and customer satisfaction. Customer Advisory Boards focuses on bringing companies and customers closer together utilizing input and advice from a CAB. This book shows how to use three types of customer bases—existing customers, potential customers, or former buyers—to form three different types of advisory boards: corporate strategy boards to plan future investments, product planning boards to create new product, and launch success boards to improve existing product. Using the information in this book, your company can transform from being customer focused to customer driven. Customary advisory boards benefit your company by: improving sales contact and dialogue dynamics of the company enabling the company to see itself through the customers’ eyes sharing ideas and suggestions to improve a company’s programs and services to its customers showing that the company values its customers’ opinions and wants to improve for them providing access to expertise and experience from a wide range of necessary disciplines without legal liability Customer advisory boards also benefit the board members by: giving them opportunities to offer practical advice that can affect a company allowing them to establish personal and professional contacts from each other rewarding them with company perks and products giving them a sense of belonging and empowerment With case studies, appendices, notes, references, and surveys, Dr. Tony Carter has created an illuminating, educational research tool for company owners and managers. Whether applied to a corporation, a medical or religious institution, or a not-for-profit organization, Customer Advisory Boards will help increase customer loyalty and satisfaction.

Ultimate Guide to Telephone Sales

Author : Reginaldo Osnildo
Publisher : Independently Published
ISBN 13 :
Total Pages : 0 pages
Book Rating : 4.3/5 (232 download)

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Book Synopsis Ultimate Guide to Telephone Sales by : Reginaldo Osnildo

Download or read book Ultimate Guide to Telephone Sales written by Reginaldo Osnildo and published by Independently Published. This book was released on 2024-04-18 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Welcome to the Ultimate Guide to Telephone Sales: Strategies for Maximum Conversion" . If you are looking to improve your phone sales skills and want to turn every call into a golden opportunity, then this book is made especially for you. In this fast-paced and highly competitive world, telephone sales continue to be an essential tool in any sales professional's arsenal. Despite the rise of social media, email marketing and other forms of digital communication, the ability to connect directly with a customer through a simple phone call remains unsurpassed in terms of creating personal connections and effectively closing deals. However, many wonder: How can a traditional technique like telephone sales remain relevant in the digital age? The answer is simple: adaptation and innovation. Therefore, in this book, I bring not only an overview of traditional techniques that have proven their value over time, but also a modernized vision adapted to the current needs and expectations of clients. As you turn these pages, you will be introduced to a series of proven strategies, innovative techniques, and practical tips designed to maximize your telephone sales effectiveness. From preparation and research to closing the sale and measuring success, each chapter in this book has been carefully crafted to provide a clear, concise path to telephone sales excellence. You'll learn how to revitalize this classic sales tool by adapting it for today's landscape, where personalization and genuine connection are more valued than ever. We'll explore how to develop rapport and build trust quickly, how to present your product or service convincingly, and how to overcome objections and close sales efficiently and respectfully. Each chapter is a piece of the puzzle, designed to complement and build on previously acquired knowledge. And at the end of each one, you will be invited to take the next step in this learning journey, with a paragraph specially designed to prepare you for what is to come and motivate you to keep moving forward. This is not just a book; is a companion on your journey to becoming a telephone sales master. Whether you're a beginner looking to learn the fundamentals or a seasoned professional looking to improve your techniques, here you'll find value and insights that you can immediately apply to improve your results. So, get ready to embark on this journey of transformation. Open your mind, pick up your phone and let's unlock the unlimited potential of phone sales together. The next chapter is just a page away, promising to reveal the keys to revitalizing a classic and adapting it for success in the modern world of sales. Yours sincerely Reginaldo Osnildo

How to Sell Anything to Anybody

Author : Joe Girard
Publisher : Simon and Schuster
ISBN 13 : 0743273966
Total Pages : 196 pages
Book Rating : 4.7/5 (432 download)

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Book Synopsis How to Sell Anything to Anybody by : Joe Girard

Download or read book How to Sell Anything to Anybody written by Joe Girard and published by Simon and Schuster. This book was released on 2006-02-07 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: Joe Girard was an example of a young man with perseverance and determination. Joe began his working career as a shoeshine boy. He moved on to be a newsboy for the Detroit Free Press at nine years old, then a dishwasher, a delivery boy, stove assembler, and home building contractor. He was thrown out of high school, fired from more than forty jobs, and lasted only ninety-seven days in the U.S. Army. Some said that Joe was doomed for failure. He proved them wrong. When Joe started his job as a salesman with a Chevrolet agency in Eastpointe, Michigan, he finally found his niche. Before leaving Chevrolet, Joe sold enough cars to put him in the Guinness Book of World Records as 'the world's greatest salesman' for twelve consecutive years. Here, he shares his winning techniques in this step-by-step book, including how to: o Read a customer like a book and keep that customer for life o Convince people reluctant to buy by selling them the right way o Develop priceless information from a two-minute phone call o Make word-of-mouth your most successful tool Informative, entertaining, and inspiring, HOW TO SELL ANYTHING TO ANYBODY is a timeless classic and an indispensable tool for anyone new to the sales market.

Strategic Customer Service

Author : John A. GOODMAN
Publisher : AMACOM Div American Mgmt Assn
ISBN 13 : 081441334X
Total Pages : 274 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Strategic Customer Service by : John A. GOODMAN

Download or read book Strategic Customer Service written by John A. GOODMAN and published by AMACOM Div American Mgmt Assn. This book was released on 2009-05-13 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.

Profit Brand

Author : Nick Wreden
Publisher : Kogan Page Publishers
ISBN 13 : 9780749450182
Total Pages : 260 pages
Book Rating : 4.4/5 (51 download)

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Book Synopsis Profit Brand by : Nick Wreden

Download or read book Profit Brand written by Nick Wreden and published by Kogan Page Publishers. This book was released on 2007 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: Profit Brand presents a results-driven view of branding that any CEO or CFO would applaud. While branding strategies often concern themselves with "awareness," "visibility," "impact," and "image," author Nick Wreden shifts the focus to the bottom line. He offers a comprehensive metrics-based approach to branding that allows companies to link branding activities directly with profits. Wreden looks at the inefficiencies of traditional branding strategies that stress customer acquisition over customer retention. Customer loyalty, he argues, is the key to delivering profitability. With this in mind, he explores loyalty schemes, the need to own the customer experience, and the means of leveraging allies as brand ambassadors. He covers topics such as segmentation, optimization, pricing, and communication strategies and explores accountability systems such as six sigma, CRM, and scorecards. Citing examples from global brands such as IBM, Disney, Amex and KLM, the book highlights marketing practices both good and bad.

Good Small Business Guide 2013, 7th Edition

Author : Bloomsbury Publishing
Publisher : A&C Black
ISBN 13 : 1408178842
Total Pages : 600 pages
Book Rating : 4.4/5 (81 download)

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Book Synopsis Good Small Business Guide 2013, 7th Edition by : Bloomsbury Publishing

Download or read book Good Small Business Guide 2013, 7th Edition written by Bloomsbury Publishing and published by A&C Black. This book was released on 2013-06-30 with total page 600 pages. Available in PDF, EPUB and Kindle. Book excerpt: Fully updated for this 7th annual edition, the Good Small Business Guide 2013 is packed with essential advice for small business owners or budding entrepreneurs. Offering help on all aspects of starting, running and growing a small business, including: planning, setting up or acquiring a business, getting to grips with figures, marketing, selling online, and managing yourself and others. Containing over 140 easy-to-read articles and an extensive information directory this fully updated guide offers help on all aspects of starting and growing a small business. Features a foreword from the National Chairman of the Federation of Small Businesses.

Service Orientation

Author : Paul Allen
Publisher : Cambridge University Press
ISBN 13 : 1139450646
Total Pages : 316 pages
Book Rating : 4.1/5 (394 download)

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Book Synopsis Service Orientation by : Paul Allen

Download or read book Service Orientation written by Paul Allen and published by Cambridge University Press. This book was released on 2006-04-13 with total page 316 pages. Available in PDF, EPUB and Kindle. Book excerpt: Companies face major challenges as they seek to flourish in competitive global markets, fuelled by developments in technology, from the Internet to grid computing and Web services. In this environment, service orientation - aligning business processes to the changing demands of customers - is emerging as a highly effective approach to increasing efficiency. In this book, Paul Allen provides an accessible guide to service orientation, showing how it works and highlighting the benefits it can deliver. The book provides an integrated approach: after covering the basics of service orientation, he discusses key issues such as business agility, designing quality-of-service infrastructure, implementing service-level agreements, and cultural factors. He provides roadmaps, definitions, templates, techniques, process patterns and checklists to help you realize service orientation. These resources are reinforced with detailed case studies, from the transport and banking sectors. Packed with valuable insights, the book will be essential reading for CIOs, IT architects and senior developers. IT facing business executives will also benefit from understanding how software services can enable their business strategies. Paul Allen is a principal business-IT strategist at CA and is widely recognized for his innovative work in component-based development (CBD), business-IT alignment and service-oriented architecture. With over thirty years experience of large-scale business systems, he is an established author whose previous book was the critically acclaimed Realizing e-Business with Components. Sam Higgins is now with Forrester Research Inc.; formerly he managed the Innovation and Planning Unit of Queensland Transport's Information Services Branch. Paul McRae is the application architect in the Innovation and Planning Unit of Queensland Transport's Information Services Branch. Hermann Schlamann is a senior architect in the architecture group of Credit Suisse.

Proceedings of the 2nd International Conference on Business and Policy Studies

Author : Canh Thien Dang
Publisher : Springer Nature
ISBN 13 : 9819964415
Total Pages : 1874 pages
Book Rating : 4.8/5 (199 download)

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Book Synopsis Proceedings of the 2nd International Conference on Business and Policy Studies by : Canh Thien Dang

Download or read book Proceedings of the 2nd International Conference on Business and Policy Studies written by Canh Thien Dang and published by Springer Nature. This book was released on 2023-10-07 with total page 1874 pages. Available in PDF, EPUB and Kindle. Book excerpt: This proceedings volume contains papers accepted by the 2nd International Conference on Business and Policy Studies (CONF-BPS 2023), which are carefully selected and reviewed by professional reviewers from corresponding research fields and the editorial team of the conference. This volume presents the latest research achievements, inspirations, and applications in applied economy, finance, enterprise management, public administration, and policy studies. CONF-BPS 2023 was a hybrid conference that includes several workshops (offline and online) around the world in Cardiff (Jan, 2023), London(Feb, 2023) and Sydney (Feb, 2023). Prof. Canh Thien Dang from King's College London, Prof. Arman Eshraghi from Cardiff Business School, and Prof. Kristle Romero Cortés from UNSW Business School have chaired those offline workshop.

Flip Your Blog, Flip Your Life: How to Make Money from Home

Author : Shu Chen Hou
Publisher : KOKOSHUNGSAN®
ISBN 13 :
Total Pages : 103 pages
Book Rating : 4./5 ( download)

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Book Synopsis Flip Your Blog, Flip Your Life: How to Make Money from Home by : Shu Chen Hou

Download or read book Flip Your Blog, Flip Your Life: How to Make Money from Home written by Shu Chen Hou and published by KOKOSHUNGSAN®. This book was released on with total page 103 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you tired of working long hours at a job that doesn't fulfill you? Do you dream of being your own boss and making a living doing something you love? If so, it's time to flip your blog and flip your life! Introducing "Flip Your Blog, Flip Your Life: How to Make Money from Home." This comprehensive guide will show you everything you need to know about starting a successful blog and monetizing it to make a sustainable income from home. With "Flip Your Blog, Flip Your Life," you'll learn how to choose a profitable niche, develop a content strategy that engages your audience, design a beautiful blog that stands out, and drive traffic to your site using proven techniques. You'll also discover different ways to monetize your blog, including advertising, sponsored content, digital products, physical products, services, membership sites, and more. Whether you're a seasoned blogger or just starting out, "Flip Your Blog, Flip Your Life" will help you take your blog to the next level and turn it into a profitable business. With step-by-step instructions and practical tips, you'll learn how to build a brand that resonates with your audience, create content that drives engagement, and monetize your blog in ways that align with your values. Don't settle for a life that doesn't fulfill you. Take control of your future and flip your blog to flip your life. Order "Flip Your Blog, Flip Your Life: How to Make Money from Home" today and start building the life you've always dreamed of.

Winning With Strategic Marketing

Author : David Altounian
Publisher : Business Expert Press
ISBN 13 : 1637425503
Total Pages : 211 pages
Book Rating : 4.6/5 (374 download)

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Book Synopsis Winning With Strategic Marketing by : David Altounian

Download or read book Winning With Strategic Marketing written by David Altounian and published by Business Expert Press. This book was released on 2023-12-28 with total page 211 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides a comprehensive guide to marketing for leaders of small and midsized businesses, empowering them to expand and evolve their enterprises. It offers a framework to create a fundamental marketing plan that helps business leaders understand and thrive in a competitive environment. The framework offers a step-by-step process to build a plan that will enable readers to acquire new customers, maintain existing clientele, anticipate competitors' moves, showcase product uniqueness, grasp pricing strategies, refine branding messages, and select appropriate metrics to evaluate progress. By adhering to our straightforward approach, readers will learn how to develop a marketing strategy that will help generate sales, profit, and customer satisfaction.

The Social Media Management Handbook

Author : Robert Wollan
Publisher : John Wiley & Sons
ISBN 13 : 0470651245
Total Pages : 352 pages
Book Rating : 4.4/5 (76 download)

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Book Synopsis The Social Media Management Handbook by : Robert Wollan

Download or read book The Social Media Management Handbook written by Robert Wollan and published by John Wiley & Sons. This book was released on 2011-01-04 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do organizations manage social media effectively? Every organization wants to implement social media, but it is difficult to create processes and mange employees to make this happen. Most social media books focus on strategies for communicating with customers, but they fail to address the internal process that takes place within a business before those strategies can be implemented. This book is geared toward helping you manage every step of the process required to use social media for business. The Social Media Management Handbook provides a complete toolbox for defining and practicing a coherent social media strategy. It is a comprehensive resource for bringing together such disparate areas as IT, customer service, sales, communications, and more to meet social media goals. Wollan and Smith and their Accenture team explain policies, procedures, roles and responsibilities, metrics, strategies, incentives, and legal issues that may arise. You will learn how to: Empower employees and teams to utilize social media effectively throughout the organization Measure the ROI of social media investments and ensure appropriate business value is achieved over time Make smarter decisions, make them more quickly, and make them stick Get the most out of your social media investment and fully leverage its benefits at your company with The Social Media Management Handbook.

MARKETING MANAGEMENT

Author : Dr.D.David Winster Praveenraj
Publisher : Archers & Elevators Publishing House
ISBN 13 : 939495824X
Total Pages : 404 pages
Book Rating : 4.3/5 (949 download)

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Book Synopsis MARKETING MANAGEMENT by : Dr.D.David Winster Praveenraj

Download or read book MARKETING MANAGEMENT written by Dr.D.David Winster Praveenraj and published by Archers & Elevators Publishing House. This book was released on with total page 404 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Entrepreneurial Opportunity

Author : Greg Clydesdale
Publisher : Routledge
ISBN 13 : 1135276455
Total Pages : 217 pages
Book Rating : 4.1/5 (352 download)

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Book Synopsis Entrepreneurial Opportunity by : Greg Clydesdale

Download or read book Entrepreneurial Opportunity written by Greg Clydesdale and published by Routledge. This book was released on 2009-09-10 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: The areas of opportunity recognition and entrepreneurial environments have been emerging streams of research that are of particular interest to practitioners. This book provides insight into the environmental changes that open up opportunities for entrepreneurs.

Marketing of Services

Author : Dr. Atul S.Charde I Dr. Mukul A. Burghate I Kartik Uttarwar
Publisher : International Journal of Commerce and Management Studies (IJCAMS)
ISBN 13 :
Total Pages : 108 pages
Book Rating : 4.3/5 (534 download)

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Book Synopsis Marketing of Services by : Dr. Atul S.Charde I Dr. Mukul A. Burghate I Kartik Uttarwar

Download or read book Marketing of Services written by Dr. Atul S.Charde I Dr. Mukul A. Burghate I Kartik Uttarwar and published by International Journal of Commerce and Management Studies (IJCAMS). This book was released on with total page 108 pages. Available in PDF, EPUB and Kindle. Book excerpt: Services marketing is a form of marketing businesses that provide a service to their customers use to increase brand awareness and sales. Unlike product marketing, services marketing focuses on advertising intangible transactions that provide value to customers.The purpose of this study Material is to present an introduction to the subjects of ‘Marketing of Services’ for Management and Commerce students. The book contains the syllabus from basics of the subjects going into the intricacies of the subjects. All the concepts have been explained with relevant examples and diagrams to make it interesting for the readers.An attempt is made here by the authors to assist the students by way of providing Study Material as per the curriculum with non-commercial considerations. However, it is implicit that these are exam-oriented Study Material and students are advised to attend regular class room classes in the Institute and utilize reference books available in the library for In-depth knowledge.We owe to many websites and their free contents; we would like to specially acknowledge contents of website www.wikipedia.com and various authors whose writings formed the basis for this book. We acknowledge our thanks to them.At the end we would like to say that there is always a room for improvement in whatever we do. We would appreciate any suggestions regarding this study material from the readers so that the contents can be made more interesting and meaningful. Readers can email their queries and doubts to our authors on [email protected]. We shall be glad to help you immediately. Authors:Dr. Atul S. Charde I Dr. Mukul Burghate I Dr. Bharati Barapatre