Customer with a Capital C provides a unique insight into the workings of one of North Americas foremost customer service organizations, Headsets.com. Over the past decade the author, Ken Welsh, has worked as Headsets.coms voice coach, helping distil the vision of the companys CEO, Mike Faith, into a practical skill set. Mikes vision has always been to create a company where the customer comes first, second, and alwaysa company that is truly customer-centric. With the help of everyone at Headsets.com, Ken Welsh has written Customer with a Capital C as a simple, easily read case study of a truly customer-centric organization. Through this, Customer with a Capital C provides a simple set of easily applied principles for anyone wishing to create a successful company where the customer always comes first.

The convenience of online shopping has driven consumers to turn to the internet to purchase everything from clothing to housewares and even groceries. The ubiquity of online retail stores and availability of hard-to-find products in the digital marketplace has been a catalyst for a heighted interest in research on the best methods, techniques, and strategies for remaining competitive in the era of e-commerce. The Encyclopedia of E-Commerce Development, Implementation, and Management is an authoritative reference source highlighting crucial topics relating to effective business models, managerial strategies, promotional initiatives, development methodologies, and end-user considerations in the online commerce sphere. Emphasizing emerging research on up-and-coming topics such as social commerce, the Internet of Things, online gaming, digital products, and mobile services, this multi-volume encyclopedia is an essential addition to the reference collection of both academic and corporate libraries and caters to the research needs of graduate-level students, researchers, IT developers, and business professionals. .

At last, a book that, with honesty and humor, reveals the consultant's hidden playbook. A top-level consultant who came back in from the cold to become a corporate executive with one of the top U.S. banks, Romaine chronicles the behind-the-scenes deal making among executives, consultants, and third-party outsourcers that typifies all too many of today's corporations. . . . Romaine also presents sound recommendations that can help responsible managers and consultants survive and win. - M. A. Turin, Former IBM Group Director for International Technical Support, Vice President of Gartner Group, President of Turin Associates. . . intriguing and very relevant, particularly in light of Enron. - Ralph NaderEven if you're not in business, it's an interesting story, and worth the read. - ForewordFinally, the real story about corporate America with its increased reliance on consultants. Since the 1990s, consulting solutions have become the de facto standard for solving business problems and providing cover for corporate decision makers. This is not the typical CEO whitewash, or business management primer. Steve Romaine offers a view never before shared with management or stockholders as he takes a hired gun's journey beginning at the outside looking in, and ending at the pinnacle of a corporation's power.Based on his experience of working for IBM, his later role as a self-employed consultant, and finally his responsibilities as senior vice president for NationsBank, Romaine makes it clear that the issues leading to the collapse of Enron were not isolated events. Soldier of Fortune 500 explores corporate cronyism between executives and their consultants, and builds a convincing case of how, without the proper safeguards, such cozy relationships can lead to pervasive problems, placing stockholders, employees, and the future viability of the American corporation at risk.This book is a must read for corporate managers, employees, and anyone involved with the consulting business.Steve Romaine (Fairfield, CT), now an independent consultant, has held high-level consulting and managerial positions with KPMG Consulting, The Monitor Company, NationsBank, Informed Technology Decisions, and IBM.