SupportIndustry.com - Required Reading

More Loyal Customers: 21 Real World Lessons To Keep Your Customers Coming Back by Kevin Stirtz

Keep your customers coming back again and again! If you want to grow your company, the best way to start is by increasing customer loyalty. According to one study, a 5% growth in customer loyalty can lead to a growth in profits of anywhere from 25% to 95%. So increasing customer loyalty makes sense. This book gives you real-world examples, tips, tools and advice on how to get started. It's fast-reading but packed full of valuable ideas and suggestions you can use right away.

[More About This Book] Jul-04-2009

Service Management For Dummies by Judith Hurwitz, Robin Bloor, Marcia Kaufman, Fern Halper

What if technology was designed to serve the business -- every time? That's service management! Done properly, it can make everybody happy -- the customer, the service provider, and the business owner. Understand the value of managing your physical environments and IT systems with an integrated approach. Learn how real companies improve business performance by streamlining business processes and applying service management standards and best practices.

[More About This Book] Jun-28-2009

Crash Proof: How to Profit From the Coming Economic Collapse by Peter D. Schiff, John Downes

From both an economic and monetary perspective, the United States is a house of cards -- impressive on the outside, but a disaster waiting to happen beneath the surface. In a relatively short period of time, the country has gone from the world's largest creditor to its greatest debtor; the value of the dollar has declined; and domestic manufacturing has given way to non-exportable services. While these and other issues could potentially spell disaster for your financial well-being, the situation could also present unique opportunities -- if you're prepared.

Now, in Crash Proof, Schiff provides you with an insightful examination of the structural weaknesses underlying this impending economic meltdown, and discusses the measures you can take to protect yourself -- as well as profit -- during the difficult times that lie ahead.

[More About This Book] Jun-21-2009

How The Mighty Fall: And Why Some Companies Never Give In by Jim Collins

Every institution, no matter how great, is vulnerable to decline. There is no law of nature that the most powerful will inevitably remain at the top. Anyone can fall and most eventually do. But, as Collins' research emphasizes, some companies do indeed recover--in some cases, coming back even stronger.

Decline, it turns out, is largely self-inflicted, and the path to recovery lies largely within our own hands. We are not imprisoned by our circumstances, our history, or even our staggering defeats along the way. As long as we never get entirely knocked out of the game, hope always remains. The mighty can fall, but they can often rise again.

[More About This Book] Jun-14-2009

Calming Upset Customers by Rebecca L. Morgan, CSP, CMC

How do you make your upset customers happy? What can you do to ensure upset customers will return, will be satisfied, and will refer others to you? Learn what upset customers want, how to calm them, and how to retain their business. Upset customers are a part of every organization. If they are responded to promptly and professionally they will become some of your most loyal customers. You'll learn how to do this. Having sold over 250,000 copies, this business best seller has been featured in USA Today, Oprah Winfrey, Home Office Computing, and National Public Radio.

[More About This Book] Jun-07-2009

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