Customer Relationships

  • 6 Courses | 4h 3m 43s
  • 7 Books | 35h 41m
  • 11 Audiobooks | 42h 42m 45s
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Building and maintaining good customer relationships is key to business success. Ensure you consistently exceed their expectations.

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Building Customer Relationships in a Virtual Environment

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    Building Customer Relationships in a Virtual Environment
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    The Nuances of Virtual Customer Relationships
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COURSES INCLUDED

Building Customer Relationships in a Virtual Environment
When you're in a customer-facing role in a virtual or hybrid work environment and you can't interact with your customers in person, how can you establish rapport, build a relationship, and get them to trust you? In this course, you'll explore the skills and strategies to bridge the virtual divide and find meaningful ways to reach out to customers, strengthen existing customer ties, and build new ones. You'll learn how vital it is to make these human connections, and what personal qualities will enable that to happen. You'll discover how to meet your customers and really get to know them in a virtual environment, and how - and when - to use different communication channels most effectively to create real human connections. You'll also learn how to reach out effectively to create valuable touch points that customers will appreciate.
7 videos | 23m has Assessment available Badge
Customer Service: Adapting to Your Customers' Cues
The ability to support a customer is keenly enhanced by a greater understanding of the customer's mood, communication style, and knowledge of the product or service in question. From the first moments of interaction, the customer will be giving cues in each of these areas. Interaction with customers requires planning, active listening, and a conscious effort to adjust your communication and support approach based on your customer's cues. In this course, you'll learn how to recognize and read customer cues, and how to use them to adapt your support strategy to each individual customer. You'll also explore how to overcome common pitfalls customer service agents face in assessing their customer's cues. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.
7 videos | 33m has Assessment available Badge
Customer Service: Interpreting Customers' Service Priorities
CSRs who can identify their customers' priorities are able to make the best decisions on how to serve the customer. A customer's priorities may be both explicit (stated clearly or obvious) and implicit (unsaid or unexpected). Understanding the scope and interdependence of these priorities allows you to better address each customer's implicit needs and help you deliver a higher level of service. In this course, you'll learn to distinguish customer priorities as either explicit or implicit, and to describe how speed influences customer perception. You'll also learn strategies to decrease the amount of effort the customer has to expend in getting issues resolved, methods to demonstrate your presence for customers in service interactions, and strategies to help you balance priorities during a customer service interaction. This course was developed with subject matter provided by NueBridge (www.nuebridge.com) which has extensive expertise in customer experience and management across multiple industries around the world.
7 videos | 26m has Assessment available Badge
Interacting with Customers
Effectively communicating with customers increases customer satisfaction and projects service excellence. This course provides valuable advice on how to improve client service (CS) by building customer relationships with better customer conversations. It covers how to improve conversations with customers by speaking effectively, using vocal cues, listening actively, and using paraphrasing to convey your understanding of the customer's needs.
8 videos | 31m has Assessment available Badge Certification PMI PDU
Communicating Effectively with Customers
Effectively communicating with customers is essential to the success of any customer-oriented business. Adapting to the different communication styles and emotions of customers will help you build customer relationships through better customer conversations. Improving conversations with customers enables an efficient, high quality client service (CS). This course explains how to adapt to the different communication types and identify the common emotions that customers experience when contacting a support center. It also explains how to adapt your writing skills to communicate through e-mail and to document incidents.
8 videos | 23m has Assessment available Badge Certification PMI PDU
Expert Insights on Customer Relationships
Customer service is not about service; it's about relationships. Like fruitful vegetable gardens, these relationships require constant nurturing. Start growing relationships that exceed customers' needs and desires, and make them blossom.
31 videos | 1h 45m available Badge
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BOOKS INCLUDED

Book

Managing Customer Experience and Relationships: A Strategic Framework, Third Edition
Including examples, case studies, and references, alongside insightful contributions from global industry leaders, this in-depth resource provides the information, practical framework, and expert insight you need to implement winning CRM strategy.
Book Duration 13h 46m Book Authors By Don Peppers, Martha Rogers

Book

Client Relationship Management: Using Relationship Management and Project Service Excellence to Create a Competitive Advantage
Insightful and full of common sense, this book reveals how to truly excel at meeting client needs—and lock in future business, client testimonials, increased referrals and client loyalty.
Book Duration 1h 44m Book Authors By David A. Po-Chedley

Book

The 60 Second Sale: The Ultimate System for Building Lifelong Client Relationships in the Blink of an Eye
A turnkey system for building profitable, lifelong relationships, this step-by-step guide will help you open doors, close deals, and make more money in a way that leverages your natural strengths.
Book Duration 3h 50m Book Authors By David V. Lorenzo

Book

Customer Innovation: Customer-Centric Strategy for Enduring Growth
Packed with real world examples from leading global companies, this book provides the framework needed to shift from a product-oriented to a solutions-oriented focus and from a transaction-based to a co-creation-based customer relationship.
Book Duration 3h 53m Book Authors By Marion Debruyne

Book

Customer Obsessed: A Whole Company Approach to Delivering Exceptional Customer Experiences
Providing insight into each element that affects customer experience, this book offers a set of concrete actions you can take today to leverage cloud computing into technical innovation and better business outcomes at all levels of your organization.
Book Duration 3h 41m Book Authors By Eric Berridge

Book

On Purpose: Delivering a Branded Customer Experience People Love
Explaining and defining how to deliver "on purpose" experiences by using a case study, individual thought pieces by experts in the field, and a key action summary at the end of each chapter, this book not only examines what makes cutting-edge brands stand out, but goes one step further to offer practical advice on how to achieve those same results successfully, over and over.
Book Duration 5h 28m Book Authors By Andy Milligan, Shaun Smith

Book

UnSelling: The New Customer Experience
Instead of focusing on the individual purchase transaction of a sale, this book discusses the importance of the big picture: creating repeat customers, not one-time buyers; creating loyal clients that refer others, not faceless numbers; becoming the go-to company for something, before they even need you.
Book Duration 3h 19m Book Authors By Scott Stratten
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AUDIOBOOKS INCLUDED

Audio Summary

Sun Tzu Strategies for Selling: How to Use The Art of War to Build Lifelong Customer Relationships
Sun Tzu Strategies for Selling applies ancient Chinese military tactics to modern sales. In this Summary, we discuss the salient points of the book based on our interpretation of its contents.
Audiobook Duration 17m 3s Audiobook Authors By Gerald Michaelson, Steven Michaelson

Audio Summary

Can't Buy Me Like: How Authentic Customer Connections Drive Superior Results
Can't Buy Me Like explores how social communication platforms have replaced the need for and reduced the impact of advertising, and the extent to which genuine human connection determines the success of your brand. In this Review, we discuss the salient points of the book based on our interpretation of its contents.
Audiobook Duration 10m 16s Audiobook Authors By Bob Garfield, Doug Levy

Audio Summary

Customer Innovation: Customer-Centric Strategy for Enduring Growth
Customer Innovation by Marion Debruyne is a guide on increasing the longevity of companies through customer-centric strategies. In this Summary, we discuss the salient points of the book based on our interpretation of its contents.
Audiobook Duration 18m 1s Audiobook Authors By Marion Debruyne

Audio Summary

Customer Centricity: Focus on the Right Customers for Strategic Advantage
In Customer Centricity, author Peter Fader explores five key components of customer centricity to help you connect with your customers and generate greater profits. In this Review, we discuss the salient points of the book based on our interpretation of its contents.
Audiobook Duration 13m 31s Audiobook Authors By Peter Fader

Audio Summary

Bag the Elephant! How to Win & Keep BIG Customers
Bag the Elephant! is a well-written, practical, and sometimes humorous guide to successfully securing business from big customers. In this Review, we discuss the salient points of the book based on our interpretation of its contents.
Audiobook Duration 11m 55s Audiobook Authors By Steve Kaplan

Audiobook

Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way
This audio edition 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. Read by the author.
Audiobook Duration 7h 31m 13s Audiobook Authors By Joseph A. Michelli

Audiobook

Dealing with Difficult Customers: How to Turn Demanding, Dissatisfied, and Disagreeable Clients Into Your Best Customers
This audio edition explains why some customers are hard to deal with and shows you what you can do to handle difficult interactions and how to prepare for them so well that you can avoid them altogether.
Audiobook Duration 4h 50m 41s Audiobook Authors By Noah Fleming, Shawn Veltman

Audiobook

The 60 Second Sale: The Ultimate System for Building Lifelong Client Relationships in the Blink of an Eye
This audio edition is a step-by-step guide that will help you open doors, close deals, and make more money in a way that leverages your natural strengths. Read by the author.
Audiobook Duration 6h 26m 49s Audiobook Authors By David V. Lorenzo

Audiobook

Customer Care Excellence: How to Create an Effective Customer Focus
This audio edition explains how gaining customer commitment and motivating employees to deliver excellent service can ensure successful results and satisfied customers.
Audiobook Duration 10h 56m 4s Audiobook Authors By Sarah Cook

Audiobook

Can't Buy Me Like: How Authentic Customer Connections Drive Superior Results
This audio edition introduces us to the “Relationship Era,” where the only path for businesses seeking long-term success is to create authentic customer relationships.
Audiobook Duration 6h 28m 5s Audiobook Authors By Bob Garfield, Doug Levy

Audiobook

The High Roller Experience: How Caesar’s and Other World-Class Companies are Using Data to Create an Unforgettable Customer Experience
This audio edition shows how you can double-down and win with a proven data-driven marketing approach.
Audiobook Duration 5h 19m 7s Audiobook Authors By David Norton
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