Published by Silicon Press, ISBN 092930634.

The book is also available from your favorite online bookstores, including Amazon and Barnes and Noble. You can also pick up the Kindle edition from Amazon here. If you have problems completing your order, or have questions, call: (800) 494-9142 or +1 617.395.6613 from outside the United States. We welcome POs from qualified institutions.

You can also buy it from your favorite online store like Amazon or Barnes & Noble etc.

The Ultimate Customer Support Executive shows you how to:

• Unleash the power of your customer within your organization
• Make customer support more strategic to your business
• Position yourself and your organization for success by enlisting the power of the customer
• Evaluate best practices in people, processes and technologies
• Earn respect from internal colleagues
• How to deal with global customers and manage support teams scattered across the globe
• Think about, and prepare for, outsourcing and offshoring discussions

In addition to high-level implementation strategies, the book includes provocative thinking about the future of technical support and global support philosophies in the 21st century.

Who will be interested in the book?

Anyone with responsibility for dealing with customers, from sales to support executives to CEOs, will appreciate this clear blueprint for unleashing the power of the customer.

This includes:

• Senior-level executives responsible for organization strategy and tasked with contributing significant gains in shareholder value.
• Executives and managers responsible for providing customer support.
• Executives and managers who depend on customer support.
• Management consulting, technology consulting, and strategy firms.
• R&D, Engineering, Sales (domestic and international), Marketing, Business Development, Finance, Legal, Quality Assurance, CIOs, Internal Help Desk managers, Non-profit support, Resellers, Vendors in the customer support space
• Professors and students in graduate and undergraduate business programs.

What will you learn from reading the book?

Down-to-earth, practical, hands-on resource written for customer support executives (and those who depend on them) who want to take their performance to the next level.

The Ultimate Customer Support Executive will show you how to:

• Make customer support more strategic to your business.
• Position yourself and your organization for success by enlisting the power of the customer.
• Understand the various process frameworks of successful customer support, and see which ones make sense for you
• Look at different toolsets available to implement your vision
• Earn and then demand respect from your internal colleagues
• How to deal with global customers and distributed, global support teams
• Think about, and prepare for, offshoring discussions

In addition to high-level implementation strategies, the book includes provocative thinking around:

• Global support philosophies in the 21st century
• The future of technical support

Chapters:

• Leadership
• Who are you?
• Customers
• Common Customer Support Myths
• People
• Process
• Technology
• Global Support
• Offshoring
• Being Recognized
• Future
• Final Thoughts