Overview

"Happy Customers Faster Cash U.S. Edition is a practical book about effective communication and customer relationship management in Credit Management. The book contains many practical examples, tips and advice that will help the new as well as experienced credit professionals and small business owners to perform better on the job. At the end of the day, credit professionals want two things: (1) for customers to pay on time, and (2) to keep and grow positive working relationship with customers. To accomplish this requires exceptional communication and negotiation skills and of course a lot of practice. This book will help you to gain or refresh fundamental skills and insights into corporate credit management and business communication. In this revised and updated second edition, you will find practical information on: Credit Management in the U.S. U.S. business culture and communication in Credit Management Credit Management, CRM, Customer Service, KPIs and much more Whether you buy from or sell to companies in the U.S., the insights and tips in this book will give you a significant head start! ""The book covers areas in great detail where it helps the novice with fundamental skills that allows them to grow in their profession."" Lou Figueroa CCC, President, Credit Decisions International, United States ""This book gives an excellent overview on every aspect of credit management. Every chapter is full of advice."" Lorna Rowe, Credit Controller, Ireland ""Challenges addressed are real-world oriented and deliver recommendations that contribute to the profitable expansion strategies of any enterprise. It is both readable and digestible for any person interested in any of the topics discussed. Fine work!"" Patrick O. Connelly Phd, Founder and CEO Tao Institute for Credit and Risk Management, Clearwater, Florida ""This book succeeds in giving clear directives regarding the communication and cooperation with customers from different angles in a fun and practical way."" Jeroen van Santen, General Manager Accounting & Reporting, Sony Europe Limited, United Kingdom ""The book is aimed at business people who want to convert sales to cash while maintaining excellent customer services and through reading and implementing some of the many tips in the book also streamline their processes."" Karen Graham, Credit Manager, Hireco, Ireland ""The book outlines not only the challenges faced by credit personnel, but also the explanation as to why these challenges exist and how to troubleshoot them in a clear and logical way."" Thomas Kiely, Accounts Receivable Specialist, Glanbia Plc, Ireland ""I felt the book was very simple, easy to read, practical"" Jack McCarthy, Hewlett Packard Enterprise Financial Services, Business Process Manager, Ireland"

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9781985197961

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"Marcel Wiedenbrugge Marcel Wiedenbrugge is managing director of WCMConsult. Marcel combines knowledge and experience in account management/sales, credit management, service management and related software solutions. In the past he worked for companies like Ricoh, Van Ommeren Ceteco, PCD Polymere and Yamaha Musical Instruments Europe. Most of the time he worked in a B2B environment, but he is also quite familiar with retail. Marcel is an entrepreneur, speaker, writer, researcher, trainer and consultant. He develops, organizes and conducts workshops, trainings and seminars. He frequently writes articles and is the author of several books. www.wcmconsult.com marcel.wiedenbrugge@wcmconsult.com Cliff Wynn Cliff Wynn is managing director of RK Business Training Ltd. Cliff has both experience of working in the training, collections and tracing industry for many years. He has also worked with and for many of the leading professional bodies within the credit and collections industry, including the role of Head of Training for the Institute of Credit Management. He has built up a considerable knowledge of running a training business plus has 'hands on' experience of telephone and doorstep collections, compliance, consumer credit licence applications and tracing. During his career Cliff has worked with many large organizations on various training programmes in the collections area. Clients have included, Orange, Shell, Marston Group, Brighthouse, NPower, British Gas, Polycom BV, and the Finance and Leasing Association. www.rkbusinesstraining.co.uk cliff@rkbusinesstraining.co.uk Michael C. Dennis Michael C. Dennis is a partner in CoveringCredit.com, a credit and collection consulting company located in California. Michael is the author or co-author of four books including: ""The Credit and Collection Handbook"" and ""Credit and Collection Forms and Procedures Manual."" He has been a featured speaker at numerous national and regional credit conferences. Michael works as a part-time instructor for the Credit Management Association as well as for the Wisconsin Credit Association. Michael has also taught the CAP and ACAP programs intended for working credit and collection professionals for more than ten years. Michael received an M.B.A. from Pepperdine University, and received the Credit Business Fellow Accreditation from the National Association of Credit Management. www.coveringcredit.com"

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