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"The "Behavioral Advantage" reveals the secrets behind what is essentially a chess game with competitors. To win the game, companies must develop: a carefully plotted opening game, with all internal values, policies, practices and behaviors fully aligned to make the most of resources and capabilities; a smart and efficient middle game, in which the company builds and strengthens its position with the customer, thereby outflanking competitors; and a confident and smooth endgame that assures a successful relationship and lays the groundwork for equally successful future games."

""Winning Behavior" gives companies a new way to increase business: by "outbehaving" rivals so that customers see a positive behavioral difference at every customer touchpoint - from product development and branding to bids and proposals, service, and much more. It is this company-wide Behavioral Differentiation that breeds lasting customer loyalty by allowing any company to distinguish itself from competitors in a tough, crowded market. "Winning Behavior" will prove to be a landmark book in the literature on customer service and customer relationship management: there has never been a book on Behavioral Differentiation before, but readers will see its potential in the results of the blue-ribbon organizations that practice it.This title is packed with eye-opening case histories and examples: Ritz-Carlton Harley-Davidson Enterprise Rent-a-Car Wal-Mart. It features exclusive interviews with high-profile executives including: George Zimmer (Men's Wearhouse) Hans-Olof Olssen (Volvo) Piers Marmion (Heidrick & Struggles) and others."

""In most businesses, 80% of the revenue comes from 20% of the customers. Management of these key accounts demands discipline, direction, and purpose. Account managers and salespeople must be able to identify and capture key opportunities and use a systematic approach to growing the accounts. Here's where they'll find the powerful tools, processes, and techniques to succeed. Selling to Major Accounts is full of practical, proven approaches to account management. Loaded with examples, tables, charts, checklists, and real-life case studies from the author's vast consulting experience, it shows how to: * identify the major accounts with the greatest potential * progress from vendor to strategic ally * craft account plans that are geared for action * manage the customer relationship for greater results * develop winning account strategies.""

"What do a person's knowledge, expressiveness, history, character, and attraction have in common? Or his or her role, resources, information, network, and reputation? Each is a key to either personal or organizational power, and together they open the complex combination lock on the door of true leadership and irresistible influence. The Elements of Power combines the latest research on the nature of power all over the world with a handy self-assessment and invaluable insight into: How power works in organizations How people use and lose power The relationship between power and leadership What makes famous people powerful or what diminishes their power Sources of power and how to build each one Leading and influencing others more effectively Complete with "Portraits in Power" examining key business figures and world leaders alike, the full effect is an accessible and unprecedented pipeline to the many sources and types of internal and external power, including the most valuable of all: the power of will."

"About the book: We succeed in business and in life when we influence how others think, feel, and act: getting them to accept our point of view, follow our lead, join our cause, feel our excitement, or buy our products and services. The act of influencing is such a part of our daily lives that we often don't even realize when we (or others) are doing it. But to succeed, we need to know how influence works...and how to use it. Influencing effectively requires adaptability, perceptiveness, and insight into other people and cultures. Based on 20 years of research, "Elements of Influence" shows readers how to: understand why people allow themselves to be influenced and why they resist; choose the right approach for each situation; be influential when they have no formal authority; and, succeed in every kind of organization even in other countries. Filled with exercises and practical applications, this book shows how anyone can increase his or her influence to achieve greater success."