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""Why should my employees and I care about delivering great service? How can I learn more about customer needs and desires? How do other companies deliver superior service? How do I build long-term relationships with customers? The litany of customer service questions goes on and on...Best Practices in Customer Service is a one-stop resource designed to help anyone involved in customer service answer these questions and more. With 35 chapters written by customer service experts, it illustrates best practices in customer service and provides the tools readers need to implement those practices in their own companies. From classic issues like customer retention to contemporary concerns like providing customer service on the Internet, it helps readers: * fully understand the connection between excellent customer service and organizational performance * deliver a higher level of customer service at a lower cost * develop a customer base that fuels growth and profitability.""

"[Information theory and best practices in the IT industry examining benchmarking in the business of software development and studying how it is affected by development process, application type, hardware platforms used, and many other variables.Next the book identifies different variables which affect productivity and variables that affect quality, developing useful equations that explaining their relationships. Finally these equations and findings are applied to case studies. , Information theory and best practices in the IT industry examining benchmarking in the business of software development and studying how it is affected by development process, application type, hardware platforms used, and many other variables.Next the book identifies different variables which affect productivity and variables that affect quality, developing useful equations that explaining their relationships. Finally these equations and findings are applied to case studies. ]"

"Contens :Preface -- Acknowledgments -- Introduction -- Introduction to the IT aspects of mergers, acquisitions, and divestitures / Varun Joshi and Saurav Sharma -- The role of IT in mergers and acquisitions / Peter Blatman and Eugene Lukac -- Aligning business and IT strategy during mergers, acquisitions and divestitures / Jason Asper and Wes Protsman -- Mergers and acquisitions IT strategy, approach, and governance: IT and its customers / Chris DeBeer and Michael H. Moore -- Appendix A: M&A IT playbook overview / Joseph Joy, Shalva Nolen, Simon Singh and Nikhil Uppal -- Appendix B: Sample M&A IT checklists / Shalva Nolen, Sreekanth Gopinathan and Devi Aradada -- Appendix C: M&A IT sample case studies / Manish Laad, Abhishek Mathur and Prasanna Rajanna -- About the editor -- About the website -- Index"