In a world where there is increasing choice for just about every kind of product and service, winning and holding the best customers is key to the success of any business. Customer Relationship Management, or CRM, is a concept that senior managers in any kind of business ignore at their peril. At its heart is the successful management of customer retention by being customer-focused as an organization. The concept is not rocket science, but its implementation is more of a challenge. It involves a fundamental change within the organization. In this book, John Murphy introduces "The Lifebelt" - quite literally an aid to keeping afloat in this pressured environment. The Lifebelt is a framework that offers a practical way forward to integrating and mobilizing the entire oragnization toward a holistic CRM programme. The proprietary framework features six key factors identified as being essential for consistent delivery of service: customer focus, processes, employee involvement, training, measurement, and continuous improvement. John Murphy outlines how each of the factors should be owned by an appropriate member of the top management team. When this framework is systematically and effectively implemented and managed it will considerably enhance the customer retention capacity of the company. The logic of the framework applies to virtually all industries internationally. Managers and marketers across the board will find this book one of the most practical gudies to retaining customers published to date.

When compromised by Sir Thomas Watson in her cabin enroute to India, Justina Mansell agrees to become engaged to him much to the dismay of Lord Castleton.

With inspiring stories and thought-provoking questions, Ravi Zacharias traces the multiple threads of our lives, describing how the unseen hand of God guides our joys, our tragedies, our daily humdrum to weave a pattern of divine providence and meaning.

Newly updated on the hundredth anniversary of the tragedy by Titanic expert Dave Gittins to reflect the latest facts and theories about the ship's sinking, Titanic: The Death and Life of a Legend will fascinate Titanic experts, amateurs, and newcomers alike. In this gripping, deeply researched exploration of the Titanic's tragic sinking, journalist Michael Davie investigates the events, controversies, and legends that have surrounded the disaster. Sifting through historical documents and survivors' accounts, Davie details the nineteenth-century origins of the White Star Line, narrates the story of the "unsinkable" ship's deadly voyage, and describes the dramatic discovery of the Titanic's wreckage in 1985. Davie offers insightful portraits of the protagonists and dramatizes the confusing and terrifying hours that passed from the moment the ship hit the iceberg until its survivors were picked up by the USS Carpathia a full day later.

Monthly magazine devoted to topics of general scientific interest.