Customer Service Books and CRM Books

Welcome to our Books page. We are proud to have written three of the best selling books on Customer Experience. Our Customer Experience books are sometimes thought as CRM books. Customer Experience provides a more holistic approach and encompasses many aspects appearing in Customer Service books.

The DNA of Customer Experience: How Emotions Drive Value

Colin Shaw reveals the four clusters of emotions that have been statistically proven to increase Customer's short term spend and drive or destroy Customer loyalty. These clusters of emotions also proven to increase or decrease your Net Prompter Score (Reicheld and Satmetrix). For the first time ever they reveal a simple way to prove to the accountants how improving your Customer Experience provides substantial financial returns. Now you can "Show them the money!". No other Customer service book has managed to identify the return on investment.

Revolutionize Your Customer Experience

Our second book, Revolutionize Your Customer Experience, is about how an organisation is orientated around the customer, how customer centric they are. Our research reveals how all organisations are on a journey from Naïve to Natural in the way they are centred around the customer. No CRM book has ever dealt with this subject.

Find out about our Naïve to Natural Model

Building Great Customer Experiences

Building Great Customer Experiences takes a holistic view of the whole subject of Customer Experience and looks and what causes a good and bad Customer Experience. We reveal the Seven Philosophies for Building a great Customer experience. This book tops many bestselling business book lists today. And is now available in paperback. This deals with the subject of how to improve your Customer Experience at a higher level than any Customer Care book.

Customer Service Books

There have been many good Customer service books written, one of the best we would include is; Raving Fans, by Ken Blanchard.

Customer Care Books

Again a number of good customer care books to read here. We recommend a good search on line before buying.

CRM Books

The whole topic of CRM can be confusing as it depends what the author's definition of CRM. Some simply refer to this as systems, some take the wider context of CRM as a more holistic topic than is covered in Customer Care books.