Qualitative Research: Good Decision Making through Understanding People, Cultures and Markets
Qualitative research is a powerful tool which plays a part in conducting marketing research into customer value analysis, branding and naming, new product launch, customer satisfaction and market segmentation, among other marketing areas. Its techniques include all types of focus groups, in depth one-one-one interviews, intercept studies and observational research. Because of its importance in determining buyer attitudes and beliefs it has been growing exponentially.
Corporate Restructuring: From Cause Analysis to ExecutionCorporate Restructuring is a practical approach to rescuing troubled companies and driving underperforming companies to top performance. It combines proven restructuring strategies with rigorous theoretical analysis. This book explains how to set and achieve asset, staffing, sales and profit goals.
Salesforce.Com Secrets of Success: Best Practices for Growth and Profitability
“Salesforce.com is usually thought of as an SFA system, but it really needs to be thought of as a full-fledged CRM. For more than five years, I’ve headed up marketing teams trying to expand the power of SFDC for highly automated Internet customer interaction systems. Salesforce.com® Secrets of Success is required reading for the modern marketer, sales exec, or customer support professional.”
"Don Sexton has managed to weld key ideas from marketing, economics, finance, and statistics to explain clearly how marketing drives the financial performance of a company. Furthermore, he has given us forward control through his Customer Value Added metric that allows us to predict a company's future performance." --JC Larreche, INSEAD Alfred H. Heineken Professor of Marketing, author of The Momentum Effect "Customer Value Added combines a discipline with an insightful approach to assessing and capturing the intrinsic value of business opportunities.
Support center analysts provide front line support and act as the primary contact for customers. For this reason, it is important that these help desk professionals provide the highest quality customer care with every interaction.
