This book examines the role technology plays in customer service today and offers common-sense advice for how organizations can use technology to meet customers' needs and build relationships that keep customers coming back - all while keeping in mind that customers are people, not just account numbers

This book shows you how to take the idea of learning to the heart of an organization and use it to create an enthusiastic, creative group of people and winning combination of expanding knowledge and imagination

In this book the author writes of the earliest settlers, lured by the promise of paradise, and of the ruthless tactics employed by Los Angeles politicians and business interests to ensure the city"s growth. Cadillac Desert is a stunning expose and a dramatic, intriguing history of the creation of an Eden - an Eden that may be only a mirage

Henry James' travel writings on France and Italy are a case study in fine arts perception, understanding and interpretation. He treats each new locale as a new horizon to be engaged, absorbed, and internalized through a hermeneutic of analogical interiority. Roaming within the halls and chambers of French and Italian architecture opens, through the text, new conduits for an understanding of the vast interiority that exists within the self-examining-self. James is a master at relating the space of each location with the thoughts, instincts, relational perceptions and education of the observer

This book provides you with the strategies you need to boost profits and productivity while reducing greenhouse gas emissions. Each chapter begins with a discussion of the key components of the strategies and at least one representative case study

This book will give you a complete overview of the skills and capabilities you need to excel. Topics include: resolving conflict and promoting interdependence within teams, improving communication among team members, leading team members to reach the same vision , reinvigorating team commitment and measuring perfomance

Данное руководство представляет научную информацию, необходимую для понимания лихорадки у детей. Оно позволяет определить основные проблемы, возникающие при лихорадке, и наметить практический подход к их решению, тем самым улучшая качество лечения. В издании освещены все аспекты лихорадки

This book captures leading-edge theory and practice to offer a systematic, comprehensive model for change that will help you unleash all of the human potential that exists in your organization

In this book the author introduced the definitive guide to every aspect of a capital campaign. Now, drawing on the same fundamental principles that form the core of any successful development program, Dove applies his proven techniques to the full spectrum of fundraising

A new edition of Cambridge Preparation for the TOEFL Test designed to prepare students for the TOEFL iBT test, administered online. The complete package for self-study includes the student book with hundreds of skill-building exercises and the CD-ROM with seven practice tests. Key features of the 4th edition include: • An iBT-format diagnostic test, three complete practice tests, and mini-tests in the book • Seven complete practice tests on CD-ROM • Over 200 skill-building exercises in reading, listening, speaking, and writing