Sales & Negotiation · Handbook
The Business Development Playbook
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Alternatif Business Library · Handbook · Sales & Negotiation
Customer Relationships That Last
Understand, manage and innovate in customer relationships
Understand, manage and innovate in customer relationships: channels and customer profiles, customer orientation, transparency, personalisation and responsiveness, empathy and complaint handling, after-sales and training, one voice with a CRM, measuring satisfaction, AI, omnichannel and an ethical, lasting relationship.
- Understand What customer relationship is, the channels customers use, the main customer profiles and why loyalty pays.
- Practise Customer orientation, transparency, personalisation, responsiveness, empathy, complaint handling, after-sales and training.
- Manage and innovate One voice with a CRM, internal collaboration, CSAT, NPS and CES, AI and omnichannel with ethics and data protection.
One-time payment · Instant download · Secure checkout with PayPal
38illustrated pages
14tools explained step by step
5classic frameworks explained
$15one-time, instant download
What is inside
4 parts, 14 practical tools.
This handbook explains customer relationship as both an art and a science. It covers what it is and why it matters, the channels and customer profiles you deal with, the fundamental principles (orientation, transparency, personalisation, responsiveness, empathy, after-sales and training), how to manage it with one voice, a CRM and satisfaction measures, and how to innovate with AI and omnichannel while staying ethical. Every tool comes with a worked example, an AI prompt and the mistakes to avoid.
- 1
Understanding the customer relationship
A continuous, human link that becomes a strategic asset.
What customer relationship is · Contact channels · Customer profiles · Why the relationship pays
- 2
The fundamental principles
Orientation, honesty, personalisation, speed, empathy and follow-up, delivered by trained people.
Customer orientation and transparent communication · Personalisation and responsiveness · Empathy and complaint handling · After-sales follow-up and staff training
- 3
Managing the relationship
One voice, shared data and measurement.
One voice: consistency and the CRM · Internal collaboration · Measuring satisfaction
- 4
Trends and innovation
Use technology to serve better, without losing the human touch or customers’ trust.
AI and chatbots · Omnichannel and personalisation · An ethical, lasting relationship and your 90-day plan
Every tool follows the same structure
What it isplain languageUse it whenthe right momentVisualdiagram or tableHow to apply itnumbered stepsCaseMaple Home, furniture and decorAI promptready to pasteWatch outcommon mistakes
Frameworks and real examples
The classics, explained and applied.
Each book connects its practical tools to the well-known models behind them, and shows how real companies applied the same ideas.
Classic frameworks
Zero defectionsNet Promoter ScoreCustomer effort scoreSocial stylesService recovery paradox
Real-world examples
ZapposRitz-CarltonDecathlon
Bonus
A 2-page printable cheat sheet with every tool, the method and the checklist.
One case, start to finish
Follow Maple Home, furniture and decor through the whole book.
Sophie runs Maple Home, a furniture and home decor store in Montreal with an online shop and an Instagram account that brings many enquiries. Sales are growing, but so are complaints: late deliveries, unanswered messages, staff giving different information in store and online. Online reviews have dropped from 4.6 to 3.9 stars in a year. The handbook follows Sophie as she rebuilds her customer relationship.
average online rating (was 4.6)3.9★
average reply time on Instagram31 h
orders with a complaint14%
customers who buy again within a year22%
Before you decide
Who is it for?
Ideal for
- Business owners and managers of shops, services and B2B companies
- Customer service, sales and customer success teams
- Marketing and CRM managers who want a practical, human approach
Not ideal for
- Readers looking for a technical guide to one specific CRM software
- Call centres seeking scripts to shorten calls at any cost
Instant access
Customer Relationships That Last
- Customer Relationships That Last · 38-page illustrated PDF
- 14 tools, each with a visual, steps, a worked example and an AI prompt
- A complete printable checklist
- Worksheet: Customer journey audit
- Worksheet: Complaint log
- The whole method summarized on one page
- 5 classic frameworks explained (origin and use)
- Real-world examples: Zappos, Ritz-Carlton, Decathlon
- Bonus: 2-page printable cheat sheet
$15USD · one-time payment
One-time payment of $15 USD. Card or PayPal balance.
- Instant download
- Secure PayPal checkout
- Help within 1 business day
Digital file delivered instantly. See the refund policy.
Questions
Before you buy
What format is it?
An illustrated PDF of 38 pages (A4), designed to read on screen or print. Worksheets and checklists are included at the end.
How is it delivered?
Right after payment through PayPal you get a private download page, or we email you the link, usually within a few hours. Problems: contact@aydi.ma.
Is it in English?
Yes. All library titles are written in clear, international English.
Is the case study real?
Maple Home, furniture and decor is a fictional business with consistent figures, built so you can follow every example step by step. The book also includes short, publicly documented examples from well-known companies.
What is the cheat sheet?
A 2-page printable summary (A4 landscape) of every tool, the 7-step method, the classic frameworks and the checklist, delivered with the book.
Can I use it with my team or clients?
Yes, you can apply the methods and print the worksheets for your team and clients. You may not resell or share the file itself.
What is the refund policy?
Sales are final once downloaded, except if a file is damaged and cannot be replaced within 3 business days, if you were charged twice, or if the product is substantially different from its description. Ask within 14 days.
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