CRM - April 2008 - (Page 40) “Arussy skillfully illustrates how critical excellence is in corporate strategy and the significant role every employee plays in its delivery. Excellence Every Day is an important read for both executives and employees.” —Jill Griffin, author, Customer Loyalty Supercharge your employees’ performance and amaze your customers! Author Lior Arussy reveals how a subtle yet pervasive mind-set he calls the “Excellence Myth” holds employees and businesses back by undermining individual performance, eroding customer loyalty, and erasing any competitive advantage a firm may enjoy or aspire to. In Excellence Every Day, Arussy demonstrates that a company’s success is the direct consequence of the many choices its people make daily. His inspired (and inspiring) remedy is the “Daily Choice,” a strategy that empowers employees to reach new heights of excellence—delighting customers and achieving superior results from the bottom up. “In Excellence Every Day, Lior Arussy defines the ‘why’ and outlines the ‘how’ by which employees can make daily choices resulting in delivering exceptional customer experiences.” —John Moore, author, Tribal Knowledge About the Author Lior Arussy is an author, visionary, consultant, and creative catalyst who specializes in helping firms create delightful customer experiences and execute profitable customer strategies. He is the author of Passionate and Profitable and The Experience! How to Wow Your Customer and Create a Passionate Workplace. Arussy is the founder and president of Strativity Group, Inc., which advises global 2000 companies and emerging businesses around the world. ISBN 978-0-910965-79-8 • $24.95 240 pages • hardcover Available Wherever Business Books Are Sold. www.infotoday.com http://www.infotoday.com http://www.infotoday.com
Table of Contents Feed for the Digital Edition of CRM - April 2008 CRM - April 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point A Tenancy of One’s Own The Rebirth of Taxes destinationCRM Dashboard Labor Disputes Reach The Contract Center The Plight of the Wirelines Required Reading The 2008 Service Awards The 2008 Service Leader Awards Customer Self-Service Microsoft Genesys Oracle eGain Astute Solutions The 2008 Rising Stars The 2008 Service Elite Awar Re:Tooling Scouting Report Pint of View CRM - April 2008 CRM - April 2008 - CRM - April 2008 (Page Cover1) CRM - April 2008 - CRM - April 2008 (Page Cover2) CRM - April 2008 - Contents (Page 3) CRM - April 2008 - Contents (Page 4) CRM - April 2008 - Contents (Page 5) CRM - April 2008 - Contents (Page 6) CRM - April 2008 - Contents (Page 7) CRM - April 2008 - Front Office (Page 8) CRM - April 2008 - Front Office (Page 9) CRM - April 2008 - Reality Check (Page 10) CRM - April 2008 - Reality Check (Page 11) CRM - April 2008 - Customer Centricity (Page 12) CRM - April 2008 - Customer Centricity (Page 13) CRM - April 2008 - The Tipping Point (Page 14) CRM - April 2008 - The Tipping Point (Page 15) CRM - April 2008 - A Tenancy of One’s Own (Page 16) CRM - April 2008 - The Rebirth of Taxes (Page 17) CRM - April 2008 - destinationCRM Dashboard (Page 18) CRM - April 2008 - Labor Disputes Reach The Contract Center (Page 19) CRM - April 2008 - The Plight of the Wirelines (Page 20) CRM - April 2008 - Required Reading (Page 21) CRM - April 2008 - Required Reading (Page 22) CRM - April 2008 - The 2008 Service Awards (Page 23) CRM - April 2008 - The 2008 Service Leader Awards (Page 24) CRM - April 2008 - The 2008 Service Leader Awards (Page 25) CRM - April 2008 - The 2008 Service Leader Awards (Page 26) CRM - April 2008 - Customer Self-Service (Page C1) CRM - April 2008 - Customer Self-Service (Page C2) CRM - April 2008 - Microsoft (Page C3) CRM - April 2008 - Microsoft (Page C4) CRM - April 2008 - Microsoft (Page C5) CRM - April 2008 - Microsoft (Page C6) CRM - April 2008 - Genesys (Page C7) CRM - April 2008 - Genesys (Page C8) CRM - April 2008 - Genesys (Page C9) CRM - April 2008 - Oracle (Page C10) CRM - April 2008 - Oracle (Page C11) CRM - April 2008 - Oracle (Page C12) CRM - April 2008 - eGain (Page C13) CRM - April 2008 - Astute Solutions (Page C14) CRM - April 2008 - Astute Solutions (Page C15) CRM - April 2008 - Astute Solutions (Page C16) CRM - April 2008 - Astute Solutions (Page 27) CRM - April 2008 - Astute Solutions (Page 28) CRM - April 2008 - Astute Solutions (Page 29) CRM - April 2008 - Astute Solutions (Page 30) CRM - April 2008 - Astute Solutions (Page 31) CRM - April 2008 - Astute Solutions (Page 32) CRM - April 2008 - Astute Solutions (Page 33) CRM - April 2008 - Astute Solutions (Page 34) CRM - April 2008 - The 2008 Rising Stars (Page 35) CRM - April 2008 - The 2008 Rising Stars (Page 36) CRM - April 2008 - The 2008 Rising Stars (Page 37) CRM - April 2008 - The 2008 Rising Stars (Page 38) CRM - April 2008 - The 2008 Rising Stars (Page 39) CRM - April 2008 - The 2008 Rising Stars (Page 40) CRM - April 2008 - The 2008 Service Elite Awar (Page 41) CRM - April 2008 - The 2008 Service Elite Awar (Page 42) CRM - April 2008 - The 2008 Service Elite Awar (Page 43) CRM - April 2008 - The 2008 Service Elite Awar (Page 44) CRM - April 2008 - The 2008 Service Elite Awar (Page 45) CRM - April 2008 - Re:Tooling (Page 46) CRM - April 2008 - Re:Tooling (Page 47) CRM - April 2008 - Scouting Report (Page 48) CRM - April 2008 - Scouting Report (Page 49) CRM - April 2008 - Pint of View (Page 50) CRM - April 2008 - Pint of View (Page Cover3) CRM - April 2008 - Pint of View (Page Cover4)
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