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Book Reviews see all articles in this section BookNotes BookNotes is your monthly guide to good, informative reading. Each month BookNotes will feature the Editor's choice of titles. This month our Editor has selected these books on marketing and customer care Marketing for Keeps: Building Your Business by Retaining Your Customers Publisher: John Wiley & Sons Canada Author: Carla B. Furlong Imparts a detailed strategy focused on keeping customers and getting more of their business. Develops a management planning guide for customer retention including effective methods for service and quality issues. Features the best practices of over 35 North American companies. Streetwise Customer Focused Selling: Understanding Customer Needs, Building Trust, and Delivering Solutions…the Smarter Path to Sales Success Publisher: Adams Media Corporation Author: Nancy J. Stephens, Bob Adams (Contributor) Streetwise Customer-Focused Selling is a softer, smarter approach to sales success. Packed with advice designed to help sales representatives at all levels establish rapport with, understand the needs of, and deliver solutions to their clients. This user-friendly guide includes sample scripts, letters, and forms, as well as expert insights. Customer Once, Client Forever: 12 Tools for Building Lifetime Business Relationships Publisher: Kiplinger Books Author: Richard A. Buckingham No matter what business you’re in, everyone on your staff—the CEO, head of sales, accountants, and support staff’can use these practical step-by-step techniques to convert one-time customers into lifetime clients. You’ll find 12 proven tools to identify and respond to opportunities to make your clients more successful and their business lives easier, including how to: satisfy your clients’ 4 basic needs use valuable client feedback to your advantage systemize your business for client satisfaction effectively handle complaints and angry clients expand your client base and more Service Profit Chain Publisher: Free Press Author: Heskett, Sasser and Schlesinger Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the "service profit chain. To buy these books, click on the book covers above or visit our comprehensive online bookstore at: www.galtbooks.com www.galtbooks.com has been created with a mission to assist not-for-profit organizations within your community. Proceeds from every sale are donated to the organization of your choice. Click here to learn more. You may wish to submit a book review of your own for inclusion in The Galt Global Review. Please send your review to editor@galtglobalreview.com for consideration. We look forward to receiving your feedback and suggestions. © Copyright 2004. Galt Western Personnel Ltd. Unless otherwise specified, you may reprint this article, quote from it, use it in research or projects, duplicate it or distribute it. Credit of authorship and source MUST be given to galtglobalreview.com. Ownership of Copyright remains with Galt Western Personnel Ltd. Return to Top      Business News / Business Roundup - Australia / Canada / Europe / United States / Careers / Classified / Information Technology / New Technology / Education News / World Facts / Book Reviews / Archives/Research