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Additional Resources

View or access any of the resources listed by clicking on the item in the list.  These materials are offered for individual, personal use. 

If you would like to obtain copyright permission to distribute multiple copies of any of these materials within your internal training programs or continuous improvement initiatives, please contact us for more information.  Alternatively, Customer Centricity can deliver a high-impact training workshop, designed to address your specific needs, on any of these topics.

 Cover Story: Featured in Sbusiness Magazine
Embarking on the Journey to Customer Centricity
By Craig Bailey

More and more, companies are aspiring to become customer-centric. Are you prepared to “walk the talk?” If so, you will benefit from this highly pragmatic approach to embarking on the journey to becoming customer-centric.

Download the full article...

 As Featured In

 You’ve Bet on CRM: Now, Improve Your Odds for Success

 Companies are placing huge bets on CRM. Yet studies show that between 55%  and 75% of all CRM initiatives fail to meet objectives. Why is this?

 Check out our special report that looks to solve this mystery and provide  strategies for success.

Click Here for the Full Report...


Recommended Reading
(The following books are available for purchase. Click on the links below for more information.)


The 360 Degree Leader The Discipline of Market Leaders
1001 Ways to Reward Employees Getting Naked: A Business Fable
Chief Customer Officer Good to Great
Conscious Capitalism Great by Choice
Customers Are People The Ice Cream Maker
Customer Centered Growth The Loyalty Effect
Customer Intimacy The Southwest Airlines Way
The Customer Revolution What Clients Love
CRM Automation

White Papers
(click on the links below)

The Role of Feedback Management in Becoming Customer Centric
How to Find and Hire Stellar Customer Service Representatives
Customer Advocacy
Becoming Customer Centric
Managing the Enterprise Customer Relationship
Amateur or Professional?
A Logistics Perspective: Being a Preferred Supplier
ACTIVE - A guide to help your business become nimble and retain customers
Avoiding the Common Pitfalls of CRM
Avoiding the Death Spiral While Reducing Expenses
Distinguishing Your Business With Excellent Customer Service
Driving Continuous Improvement Efforts
Preserving a Healthy Customer Base
Reduce the Stress of Selecting Your Call Management System
Rewarding and Incenting Customer Service Representatives
Unlocking The Value of Your Customer Satisfaction Surveys

(click on the links below)


"Positive Power Influence" presented by Craig Bailey at the Project Management Institute's (PMI) Mass Bay Chapter Career Development Day on May 14, 2005.
"Leveraging the Voice of the Customer to Maximize Business Results" presented by Craig Bailey at the 7th Annual Voice of the Customer Conference, December 8, 2004.

Click here to view our latest post


Embarking on the Journey to Customer Centricity? If so, see our resource section for tools and articles to help you get started.

Click Here


Avoid the pitfalls of CRM deployments.  Learn from the mistakes of those that came before you in this informative whitepaper.

Read More


 Featured Book:
The Ice Cream Maker: An Inspiring Tale of Making Quality The Key Ingredient in Everything You Do
By Subir Chowdhury

I’ve read numerous books on quality and customer service. After reading this simple straight-forward book I have to say that comparatively speaking, ALL of the other books were literally a waste of my time. The Ice Cream Maker boils it down to the basics, which is where America needs to go ASAP; “back to the basics.” This book is an absolute MUST READ for anyone who desires to take their company to the next level (from the CEO to the front-line customer service personnel).

Craig Bailey, President,
Customer Centricity, Inc.

Click here to read more  


Featured Whitepaper:
Avoiding the Common
Pitfalls of CRM

Are you implementing a new CRM system within your organization?  Perhaps you are "re-implementing" a CRM system because a prior deployment didn't live up to expectations.  Deploying a CRM system doesn't have to be painful, but you should look for examples of how others have been successful and identify how these approaches can be leveraged for your specific needs.

This whitepaper identifies a number of the common pitfalls encountered during the deployment of a CRM system.  It provides the common causes of these barriers to success and, more important, how to avoid or overcome them. 

Click here to view the report




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