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The Last Duchess

RRP $20.99

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Pattern is only thirteen, but is already rising through the ranks at Mrs Minchin's Academy of Domestic Servitude and seems destined for a life below stairs. But fate intervenes when she is packed off to the small and secretive Duchy of Elffinberg, to serve as lady's maid to the lately orphaned Grand Duchess. Pattern's young new mistress is excitable and paranoid, yet despite their differences the two girls forge an unlikely friendship that quickly turns into a battle for survival. For picture-perfect Elffinberg hides an extremely dark and deadly secret ...Armed only with her trusty sewing basket, a bottle of smelling salts and J. Bulcock's inestimable guide, The Duties of a Lady's Maid, Pattern will need all her wits and resourcefulness when dealing with above-stairs conspiracies and below-stairs intrigue. Darning stockings has never been so dangerous.


Managing High-tech Services Using A Crm Strategy

RRP $239.99

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As high-tech service industries grow more competitive, the need to develop customer focused business strategies becomes imperative. Managing High-Tech Services Using a CRM Strategy explores how to manage and direct any service organization utilizing a high tech strategy supported by the Customer Relationship Management (CRM) infrastructure, enabling you to gain and retain a competitive edge for your company.

This book highlights issues and problem-solving applications including:

  • The correct business model for service and how it differs from a product oriented model
  • The key factors, elements, and dynamics influencing the success and failure of service organizations
  • Development, implementation, and rollout of a superior service operation on either a standalone basis or in support of a product or manufacturing business
  • The integration of service delivery mechanisms and relevant data on a real-time basis
  • Using CRM databases to measure customer satisfaction and quality
  • Supporting CRM efforts with state-of-the-art wireless technologies
  • Estimating the cost of CRM efforts and measuring the results

    This volume provides a fresh and incisive look at how to successfully manage service businesses. The author shows you how to rethink the basic service business model and the key operational dynamics in order to optimize your service business, both strategically and tactically, generating significantly increased top line revenues and bottom line profitability. A core element of this overall customer strategy is CRM, which gives you the tools, systems, and infrastructure you need to get and stay ahead in today's hyper competitive business environment.


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