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

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

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

In Cracking the SAT Physics Subject Test, we’ll teach you how to think like the test writers and ·Master test taking strategies that will improve your score ·Use targeted review techniques to crack mechanics, kinetics, thermodynamics, modern physics, and other complex topics ·Perfect your test taking skills with practice questions and detailed answers and explanations. The bookt also includes 2 full-length practice tests

This book will show you what influence is and what it is not. Often it is confused with power or manipulation but here it is defined as the ability to affect others - seen only in its effect - without exertion of force or formal authority