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Additional Resources

Additional Resources

View or download any of the resources listed by clicking on the item in the list.

Cover Story: Featured in Sbusiness Magazine
 
Embarking on the Journey to Customer Centricity
By Craig Bailey

More and more, companies are aspiring to become customer-centric. Are you prepared to “walk the talk?” If so, you will benefit from this highly pragmatic approach to embarking on the journey to becoming customer-centric.

Download the full article...

 

Presentations
(click on the links below)

 

"Positive Power Influence" presented by Craig Bailey at the Project Management Institute's (PMI) Mass Bay Chapter Career Development Day on May 14, 2005.
"Leveraging the Voice of the Customer to Maximize Business Results" presented by Craig Bailey at the 7th Annual Voice of the Customer Conference, December 8, 2004.
   

White Papers
(click on the links below)

   
New! How to Find and Hire Stellar Customer Service Representatives
New! Customer Advocacy
New! Becoming Customer Centric
Managing the Enterprise Customer Relationship
Amateur or Professional?
A Logistics Perspective: Being a Preferred Supplier
ACTIVE - A guide to help your business become nimble and retain customers
Avoiding the Common Pitfalls of CRM
Avoiding the Death Spiral While Reducing Expenses
Distinguishing Your Business With Excellent Customer Service
Driving Continuous Improvement Efforts
Preserving a Healthy Customer Base
Reduce the Stress of Selecting Your Call Management System
Rewarding and Incenting Customer Service Representatives
Unlocking The Value of Your Customer Satisfaction Surveys
   

Speaking Engagement Topics
(click on the links below)

 

A Customer Service Workshop
Unlocking the value of your Customer Satisfaction Surveys
Customer Relationship Management (CRM) – NOT a technology issue
   

Publications
(click on the links below)

 

"Unlocking the Value of Your Customer Satisfaction Surveys"

   

Recommended Readings
(click on the links below)

 

1001 Ways to Reward Employees CRM Automation
Customers Are People The Discipline of Market Leaders
Customer Centered Growth The Loyalty Effect
Customer Intimacy The Southwest Airlines Way
The Customer Revolution What Clients Love
       

Additional Informational Web Sites
(click on the links below)

 

Association of Service Management International (www.AFSMI.org)

Association of Service Providers (www.ASPonline.com)

CRM2Day (www.CRM2Day.com)
Help Desk Institute (www.thinkhdi.com)
International Association of Outsourcing Professionals (www.outsourcingprofessional.org)

ITIL (www.itil.org) the de-facto global standard in the area of service management. It contains comprehensive publicly accessible specialist documentation on the planning, provision and support of IT services.

Operations and Fulfillment (www.opsandfulfillment.com)
Service and Support Professionals Association (www.theSSPA.com)
Supply Chain Council (www.supply-chain.org)
   

Meet our founder. View Customer Centricity President and Founder Craig Bailey in a recent video interview

 

Embarking on the Journey to Customer Centricity? If so, see our resource section for tools and articles to help you get started.

Click Here

 

Avoid the pitfalls of CRM deployments.  Learn from the mistakes of those that came before you in this informative whitepaper.

Read More

 
 

 Featured Book:
The 360 Degree Leader: Developing Your Influence From
Anywhere in the Organization
By John C. Maxwell

In his nearly thirty years of teaching leadership, John Maxwell has encountered this question again and again: How do I apply leadership principles if I'm not the boss? It's a valid question that Maxwell answers in The 360 Degree Leader. You don't have to be the main leader, asserts Maxwell, to make significant impact in your organization. Good leaders are not only capable of leading their followers but are also adept at leading their superiors and their peers. Debunking myths and shedding light on the challenges, John Maxwell offers specific principles for Leading Down, Leading Up, and Leading Across. 360-Degree Leaders can lead effectively, regardless of their position in an organization. By applying Maxwell's principles, you will expand your influence and ultimately be a more valuable team member.

Click here to read more  

 

Featured Whitepaper:
Avoiding the Common
Pitfalls of CRM

Are you implementing a new CRM system within your organization?  Perhaps you are "re-implementing" a CRM system because a prior deployment didn't live up to expectations.  Deploying a CRM system doesn't have to be painful, but you should look for examples of how others have been successful and identify how these approaches can be leveraged for your specific needs.

This whitepaper identifies a number of the common pitfalls encountered during the deployment of a CRM system.  It provides the common causes of these barriers to success and, more important, how to avoid or overcome them. 

Click here to view the report

 

 

 

 
 
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