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The new rules of sales and service : how to use agile selling, real-time customer engagement, big data, content, and storytelling to grow your business /
"The essential roadmap for the new realities of selling when buyers are in charge Sales and service are being radically redefined by the biggest communications revolution in human history. Today buyers are in charge! There is no more 'selling'--there is only buying. When potential cus...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Hoboken, New Jersey :
John Wiley & Sons,
[2016]
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| Edición: | Revised and expanded. |
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- Machine generated contents note: The Time Is NOW
- Living in the Past: The Old School of Sales and Service
- First Marketing and PR, Now Sales and Service
- The New Rules of Marketing and PR Are Now Widely Adopted
- Living Real Time and Mobile Has Changed Everything We Do
- Why Sales and Service Are Experiencing a Revolutionary Transformation
- Restoring the Human Touch: The Compelling Power of Authenticity
- The Importance of Story
- Social Media Is All about Connecting and Sharing
- Content Drives Sales and Service
- We're All in Sales and Service Now
- Online Content That Informs, Entertains... and Sells Insurance
- Updates to This Revised Edition
- Learning from Examples: How the Successes of Others Can Provide Ideas and Options for Your Own Organization
- The Old Sales Model: "Dialing for Dollars"
- The Voice of Authority: When the Salesperson Was the Expert
- The Salesperson Expert versus the Web-Educated Buyer
- "These Sales Leads Stink!"
- Note continued: Tell the Truth: The Power of Authenticity
- Customer Disservice: The Little Things That Drive Us Crazy
- "Please Take a Moment to Complete Our Survey": All Take and No Give
- "There's a Robocall on Line One. It Says It's Urgent."
- Receiving an Email Address Is Not an Invitation to Spam
- Adding Social Media to Old School Sales and Support Is Still Old School
- The Old Rules of Sales and Service
- Setting Down the Rules
- Living Up to Their Name: OPEN Communications to Customers
- The Communications Revolution That Wasn't Televised
- Time to loin the Revolution
- An Invaluable Sales and Service Asset: Your Employees
- Big Data. Rich Data.
- An Underground Business Cooks Up Innovative Sales and Service to Discover a Menu for Success
- Navigating Your Sales and Service Plan
- Storytelling
- "Let Me Tell You a Little Bit about Me": The Story Customers Tell Themselves
- Call Larry: How One Entrepreneur's Story Defines a Company
- Note continued: The New Model: The Salesperson as Consultant
- Mastering the Art of Effective Storytelling for Any Organization
- The Health Club That Tells Its Story by Exercising an Attitude
- "What Happens Next?": How a Compelling Narrative Builds a Following
- A Story That Sells
- Creating Magic by Adding Context to Content
- The Power of Content That Provides Exactly What You Need
- The Nobis Hotel Sells to David Meerman Scott
- Making Stuff Up
- Annoying Three out of Four Customers
- Egocentric Nonsense
- Buyer Personas
- No Red Alfa Romeo?
- Multiple Personality Order
- The Buyer Persona Interview
- Uncover New and Valuable Information with Buyer Persona Research
- GoPro Keeps Its Buyer Personas in Focus and Sells Millions of Cameras
- Close the Gap between Sales and Marketing
- Becoming the Buyer Expert in Your Company
- The Buyer Persona Profile
- How Buyer Personas and Journey Mapping Integrate Marketing and Sales
- Midnight Oil
- Note continued: Sales and Marketing Working Together
- People Reaching People
- We're Buying. So Stop Selling.
- The End of the High Pressure Zone
- Mingling with Buyers at the Learning Party
- Educate and Inform
- The Buyers' journey
- Driving People into the Buying Process
- The Collective Intelligence of a Million Mechanical Engineers Creates a Unique Marketplace... and More
- Now Raise Your Hand (Please)
- Got Square Footage?
- The Merging of Sales and Content to Facilitate the Close
- A Customer for Life
- How the New Rules of Selling Contributed to a Math Education Program's Success
- Lead Generation Calculus
- Growing Business in a Shrinking Industry... without Leads
- Please Don't Squeeze the Buyers
- Can I Have Your Phone Number?
- Lessons from the Grateful Dead
- The Hybrid Lead Generation Model
- Defining Your Business in the Marketplace
- Are You Watching Your Direct Competition or Your Customers?
- Note continued: Learning from Outside Your Comfort Zone
- Do You Even Need Salespeople?
- The Product That Virtually Sells Itself
- Good for You, but What about the Rest of Us?
- The Quickest Wins My Business
- The Ideal: Agile Sales
- The Decisive Advantage: Speed
- Context: The Key to Unlock Every Buyer
- Newsjacking to Find Buyers
- Ronnie Dunn's Real-Time Disruption
- The Art and Science of Newsjacking to Reach Buyers and Create Real-Time Sales Opportunities
- Newsjacking: One Lawyer Considers the Legal Implications
- Live Stream Your Take on the News with Periscope
- Automation Runs Amok
- When Real-Time Sales Put You at the Front of the Line
- Who Is Selling Whom?
- Agile Sales Require a Real-Time Mind-Set
- Agile Sales Mean Going Off Script
- Big Data Plus Real-Time Technology Drives Sales
- Predictive Analytics
- Social Selling and Your Customer Relationship Management
- Obsessing over Sales Forecasts Does Nothing for Your Buyers
- Note continued: Brawn or Brains?
- Buying Signals!
- Busted Dishwasher. Great Service
- What Is Customer Service Anyway?
- The Elements of Customer Service
- Customer Service and Corporate Culture
- Content Creation
- Great Customer Service Drives Sales
- Getting Sales and Service into Alignment
- Poor Customer Service Is the Norm
- Teaching Customers to Wait for a Sale
- A Clear Picture of How Great Service Generates Additional Leads
- A Nonprofit Changes the Rules of Charitable Reporting While Also Changing the World
- "I Hope Everyone Who Works for Your Company Burns in Hell"
- Great Customer Service Starts in Person
- Customer Service "Wow!"
- First, Educate and Inform Your Customers
- Surveys: Your Opportunity to Gather Real Data
- Using Customer Feedback to Grow Revenue
- How to Conduct a Survey That Helps Grow Revenue
- Embracing Change
- The Real-Time Customer Engagement Mind-Set
- Note continued: How Boeing Used Real-Time Communications during the 787 Dreamliner Crisis
- Putting Your Customers First
- Customer Service Using Social Media
- Vodafone Egypt Proves Social Customer Service Works Worldwide
- People Want to Do Business with Other People
- The Value of Personal Communications
- Lost in Clinical Gobbledygook
- Terrible Healthcare Customer Service
- Healthier Patients through Video Customer Service in Healthcare
- Making Clients Feel More Connected
- Making Healthcare Personal
- Customers and Business Growth
- Implementing Agile Customer Service
- When the World's Attention Turns to Your Expertise
- Getting Social
- Why Social Networking Is Like Exercise
- People You Know
- You're Already Online
- The Sharing More Than Selling Rule
- Building a Fan Base One Download at a Time
- Don't Hide in the Shadows
- You Are Not a Cat
- Building a Following
- Tweeting Yourself into a Job
- Inbound Job Search
- Note continued: Achieving Your Dreams
- Manage Your Fear
- What a World We Live In!
- Building the Social Selling Process into a Large Organization
- Hiring for Social Success
- Sales Managers Must Adapt, Too
- Training for Social Success
- A New Kind of Company
- Your Sales and Service Ecosystem
- Your Turn.