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Doi M: The Art of Customer Relations

The Art of Customer Relations

Insights from a Luxury Brand Expert

Blending expert insights with real-world trends, 'Marketing' gives students the skills to understand, adapt, and succeed in today's fast-changing marketing environment. Marketing theory is brought to life through a range of contemporary examples, market insights and practitioner insights, featuring companies and well-known industry names such as Roche (South Africa), Google (US), KN Logistics (France), and Fjällräven (Sweden), and covering key trends and discourse relating to AI, social media and digital influences in marketing.

Marketing

Most people believe success in sales comes from the right pitch, the right script, or the right opportunity. Durale Harper believes it comes from something far simpler and far harder to master: standards, discipline, and real relationships.In Sales Unscripted, Durale Harper shares the lessons that shaped his journey from the field to leading high-performing teams in one of the most competitive industries in the country. Drawing from years of real experience in the beverage and consumer packaged goods business, Harper reveals what truly separates average performers from those who consistently win.Through honest stories, practical insight, and direct challenges, Sales Unscripted shows how relationships open doors that pressure and persuasion never will. Harper explains why discipline, preparation, consistency, and service build the kind of trust that leads to long-term success.This is not a book about shortcuts and quick wins. It is about showing up with purpose, building real relationships, and holding oneself to a higher standard every day.For professionals who want to grow, lead, and win the right way, Sales Unscripted delivers a simple truth: Success is built one relationship, one decision, and one standard at a time.

Dominate Any Market Without Scripts Or Gimmicks

Sales Unscripted

Leadership with Goodness at Its Core

Routledge Advances in Management and Business Studies

Sustainability has become a key priority for organisations across business markets and networks, yet understanding how it is enacted within and across business relationships remains an important challenge. At the heart of these relationships are humans: people who interpret sustainability, make decisions, negotiate priorities, develop relationships, and translate sustainability ambitions into practice. This book explores the human side of sustainability in business-to-business (B2B) marketing, foregrounding the role of human actors in relationships, organisations, networks, and wider systems.Across five parts, the book brings together conceptual perspectives and empirical studies examining how managers, employees, and other actors understand and enact sustainability in diverse B2B contexts. The chapters address topics including sensemaking, sustainable business relationships, circularity transitions, competence development, employee behaviour, humanistic management, governance, social sustainability, and sustainable procurement. Together, the contributions reveal sustainability as a multilevel and relational process shaped by the interplay between human agency, organisational practices, business relationships, and broader network and institutional contexts.The book will be of interest to researchers, academics, and students in B2B marketing, business relationships and networks, and sustainability, as well as managers and practitioners seeking to understand how sustainability is interpreted, negotiated, and implemented in practice.

The Human Side of Business Relationships

B2B Marketing and Sustainability

Across clinics, classrooms, city halls, and financial systems, women continue doing the uncredited work of governing AI: deciding when systems can be trusted, paused, refused, and repaired. Governing the Default names this work as relational governance, demonstrating how leaders can turn critique of AI's extractive norms into operational practice. Bringing together industry and academic contributors, the volume reframes organizational care as governance designed into decision rights, feedback loops, oversight, and repair. Its copy-ready practices help leaders, educators, and policymakers replace opaque defaults with consent-first, benefit-sharing, repair-ready systems.

Governing the Default

Gender, Power, and Emerging Technology

The Partner Paradox: From Brilliant Technician to Strategic Client Partner Promotion to partner changes the rules. The work that earned the title is still valuable, but it is no longer the whole job. Technical mastery becomes table stakes. What clients value most is harder to learn on the fly: partners who understand their business, help them see around corners, and make every interaction a good use of their time. Wendy L. Bernero spent more than thirty years at the highest levels of legal marketing and strategy, including as Chief Marketing Officer at Baker McKenzie, Paul Weiss, and Fried Frank. In The Partner Paradox, she distills that experience into a fast-moving parable about a newly promoted litigation partner with seven business days to figure out what “value” really means to a major client’s CEO and general counsel. Readers will discover: <ul> <li>Why technical excellence is the price of admission, not the whole job</li> <li>How the Diagnose-Deploy-Design method turns client understanding into measurable business value</li> <li>How to lead high-stakes value conversations with CEOs and general counsel</li> <li>Why your marketing and business development colleagues are growth partners, not order-takers</li> </ul> Written for emerging partners, practice leaders, and the marketing and business development professionals who support them, The Partner Paradox shows lawyers how to shift from selling technical skills to solving business problems.

What High-Performing Lawyers Do Differently

The Partner Paradox

An indispensable guide to dealing with disasters from one of today's foremost thinkers in crisis management, now updated with a new afterword."In a world marred by preventable miscalculation, Juliette Kayyem's The Devil Never Sleeps provides a playbook for making it out alive." -The New Yorker The future may be unpredictable, but nowadays, disasters are not. We live in a time of consistent catastrophe, where things more often go wrong than right. So why do we still fumble when crisis strikes? In The Devil Never Sleeps, Juliette Kayyem outlines a radical new way to prepare for disasters. Traditional principles of crisis management, focused on preventing disasters, are no longer viable. We need a forward-thinking approach that allows us to respond, recover, and build more resilience when crisis occurs. Drawing on her experience in national security and assessing real-life examples-from natural disasters like the California wildfires to human-made ones like airplane collisions-Kayyem identifies common lessons that can be implemented now to limit harm in the future. The Devil Never Sleeps is an essential guide for developing strategies that actually work in the face of perpetual catastrophe.

Learning to Live in an Age of Disasters

The Devil Never Sleeps

Great leaders aren't shaped by a title. They're shaped by a moment. A moment that changes not just what they do, but how they lead. This is THE UNLOCK MOMENT. Drawing on his own leadership journey, executive coach and podcast host Dr. Gary Crotaz explores the inner shift that separates outward success from truly grounded leadership. Interweaving stories from CEOs, entrepreneurs, athletes, and the many thinkers he has coached, Gary offers a clear, human framework for recognizing the moments that make us who we are. At the heart of The Unlock Moment: The Inner Shift That Changes How You Lead are five essential Keys--Self, Trust, Presence, Growth, and Impact--that shape how real innovators think, decide, and lead when it matters most. By cutting through the ambiguity to make decisions with conviction, you will find your leadership aplomb and learn to lead in a way that is authentic, not performative. This is not a book about getting people to follow you. It's a book about becoming the kind of leader people choose to follow . . . and the moments that unlock how you lead.

The Art of Customer Relations

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