"Many business leaders understand how vital service is in today's economy. Heisler and Jones leap ahead in From Cellmates to Soulmates and provide the means to revolutionize an organization's service through integration with sales. The reader walks away with a process and specific strategies to give an organization a clear competitive edge.

Heisler and Jones describe the relationship between sales and service in a very comical way to illustrate "what is" in many organizations today. The reader then takes a journey to what the relationship between sales and service "can be" and the significance of the title, From Cellmates to Soulmates becomes clear. The humor provides relief from the dead serious issue of how vital sales and service integration is in business today. This integration may well be one of the litmus tests to determine the viability of an organization and it's future.

In addition to humor, examples become a valuable part of this book. The concepts in the book become extremely meaningful as Heisler and Jones use real world examples from their work with clients. Through these examples, they demonstrate what does and doesn't work. Examples touch on a wide variety of issues such as choosing customers, communication channels, administrative procedures and reward and compensation structures. The authors draw readers in by questioning conventional practices such as spending the bulk of advertising and other corporate resources on new customers versus existing ones.

A fundamental difference between this work and others written about service is that "how to's" and specific actions to take are outlined. Procedures for everything from telephone service standards to identifying your most profitable customers are discussed. The book, then provides a valuable balance between the conceptual and the practical.

Perhaps the most important point about From CellMates to SoulMates is that the idea of sales and service integration will stand the test of time. It will not go down as a trendy business idea with fancy business lingo only to be replaced by next year's trendy lingo. This thought provoking book is an absolute must read for any business leader.

Purchase "CellMates"

| Approach | News | Contact Us | Track Record|

Competitive Business Strategy Group (CBSG), © All Rights Reserved, 1996-2003