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In this lively and readable book, the authors argue that in recent years far too much has been made of customer satisfaction, and that this has come at the expense of hard-edged consumerism. Whether or not "the customer is king," the first rule of business is to make money. Pragmatic and practical, the book destroys seven key myths about customer management that have gained almost folkloric status, and provides a step-by-step action plan for linking customer service with commercial goals.
Book Synopsis The Seven Myths of Customer Management by : John Abram
Download or read book The Seven Myths of Customer Management written by John Abram and published by John Wiley & Sons. This book was released on 2005-08-05 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this lively and readable book, the authors argue that in recent years far too much has been made of customer satisfaction, and that this has come at the expense of hard-edged consumerism. Whether or not "the customer is king," the first rule of business is to make money. Pragmatic and practical, the book destroys seven key myths about customer management that have gained almost folkloric status, and provides a step-by-step action plan for linking customer service with commercial goals.
Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.
Book Synopsis Handbook of CRM by : Adrian Payne
Download or read book Handbook of CRM written by Adrian Payne and published by Routledge. This book was released on 2012-07-26 with total page 464 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.
Pastor and popular blogger, Ron Edmondson exposes some of the common misunderstandings of leadership through stories from his own experiences, helping leaders develop healthier patterns of individual leadership. Being a leader involves much more than holding a title. And simply having a leader doesn't ensure success. This reality has never been more prevalent in the church than now, when so many churches are considered to be plateaued or dying. Pastor and popular blogger, Ron Edmondson believes this is due to a misunderstanding of what leadership is and what it isn't. In his work with hundreds of pastors and churches, the most common need he encounters is the need for more effective leadership in the local church. Seminaries may prepare pastors to preach, just as colleges may prepare teachers to teach, but who prepares pastors to lead? Simply stated: The church needs better leadership. In The Mythical Leader, Edmondson exposes some of the most common misunderstandings of leadership, shares stories from his own experiences, and will help church leaders develop healthier patterns to improve their individual leadership. While most people may have a preliminary understanding of many of these myths, they often are not lived out with a great degree of depth in the life of the church leader. Don't fall prey to these myths! If gone untreated they can be the very thing that prevents a good leader from leading well.
Book Synopsis The Mythical Leader by : Ron Edmondson
Download or read book The Mythical Leader written by Ron Edmondson and published by Thomas Nelson. This book was released on 2017-08-15 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: Pastor and popular blogger, Ron Edmondson exposes some of the common misunderstandings of leadership through stories from his own experiences, helping leaders develop healthier patterns of individual leadership. Being a leader involves much more than holding a title. And simply having a leader doesn't ensure success. This reality has never been more prevalent in the church than now, when so many churches are considered to be plateaued or dying. Pastor and popular blogger, Ron Edmondson believes this is due to a misunderstanding of what leadership is and what it isn't. In his work with hundreds of pastors and churches, the most common need he encounters is the need for more effective leadership in the local church. Seminaries may prepare pastors to preach, just as colleges may prepare teachers to teach, but who prepares pastors to lead? Simply stated: The church needs better leadership. In The Mythical Leader, Edmondson exposes some of the most common misunderstandings of leadership, shares stories from his own experiences, and will help church leaders develop healthier patterns to improve their individual leadership. While most people may have a preliminary understanding of many of these myths, they often are not lived out with a great degree of depth in the life of the church leader. Don't fall prey to these myths! If gone untreated they can be the very thing that prevents a good leader from leading well.
Book Synopsis The Seven Myths of Housing by : Nathan Straus
Download or read book The Seven Myths of Housing written by Nathan Straus and published by . This book was released on 1944 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt:
A book about being a woman, raising children, succeeding in a leadership role, and living a full life, this work debunks the seven most commonly held misconceptions about women and their professional careers. Penned by an award-winning journalist, this book discusses topics such as the gender pay gap, motherhood and a career, meritocracies in the workplace, and the use of quotas.
Book Synopsis 7 Myths about Women and Work by : Catherine Fox
Download or read book 7 Myths about Women and Work written by Catherine Fox and published by UNSW Press. This book was released on 2012-01-08 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: A book about being a woman, raising children, succeeding in a leadership role, and living a full life, this work debunks the seven most commonly held misconceptions about women and their professional careers. Penned by an award-winning journalist, this book discusses topics such as the gender pay gap, motherhood and a career, meritocracies in the workplace, and the use of quotas.
Don't fly blind. See how the power of experiments works for you. When it comes to improving customer experiences, trying out new business models, or developing new products, even the most experienced managers often get it wrong. They discover that intuition, experience, and big data alone don't work. What does? Running disciplined business experiments. And what if companies roll out new products or introduce new customer experiences without running these experiments? They fly blind. That's what Harvard Business School professor Stefan Thomke shows in this rigorously researched and eye-opening book. It guides you through best practices in business experimentation, illustrates how these practices work at leading companies, and answers some fundamental questions: What makes a good experiment? How do you test in online and brick-and-mortar businesses? In B2B and B2C? How do you build an experimentation culture? Also, best practice means running many experiments. Indeed, some hugely successful companies, such as Amazon, Booking.com, and Microsoft, run tens of thousands of controlled experiments annually, engaging millions of users. Thomke shows us how these and many other organizations prove that experimentation provides significant competitive advantage. How can managers create this capability at their own companies? Essential is developing an experimentation organization that prizes the science of testing and puts the discipline of experimentation at the center of its innovation process. While it once took companies years to develop the tools for such large-scale experiments, advances in technology have put these tools at the fingertips of almost any business professional. By combining the power of software and the rigor of controlled experiments, today's managers can make better decisions, create magical customer experiences, and generate big financial returns. Experimentation Works is your guidebook to a truly new way of thinking and innovating.
Book Synopsis Experimentation Works by : Stefan H. Thomke
Download or read book Experimentation Works written by Stefan H. Thomke and published by Harvard Business Press. This book was released on 2020-02-18 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: Don't fly blind. See how the power of experiments works for you. When it comes to improving customer experiences, trying out new business models, or developing new products, even the most experienced managers often get it wrong. They discover that intuition, experience, and big data alone don't work. What does? Running disciplined business experiments. And what if companies roll out new products or introduce new customer experiences without running these experiments? They fly blind. That's what Harvard Business School professor Stefan Thomke shows in this rigorously researched and eye-opening book. It guides you through best practices in business experimentation, illustrates how these practices work at leading companies, and answers some fundamental questions: What makes a good experiment? How do you test in online and brick-and-mortar businesses? In B2B and B2C? How do you build an experimentation culture? Also, best practice means running many experiments. Indeed, some hugely successful companies, such as Amazon, Booking.com, and Microsoft, run tens of thousands of controlled experiments annually, engaging millions of users. Thomke shows us how these and many other organizations prove that experimentation provides significant competitive advantage. How can managers create this capability at their own companies? Essential is developing an experimentation organization that prizes the science of testing and puts the discipline of experimentation at the center of its innovation process. While it once took companies years to develop the tools for such large-scale experiments, advances in technology have put these tools at the fingertips of almost any business professional. By combining the power of software and the rigor of controlled experiments, today's managers can make better decisions, create magical customer experiences, and generate big financial returns. Experimentation Works is your guidebook to a truly new way of thinking and innovating.
In a brash and brilliant style, two of the world's most renowned marketing consultants open reader's eyes to 170 myths that are killing products, services and brands. They steer readers toward radical change that will snatch them from the jaws of death wish marketing. Illustrations.
Book Synopsis Marketing Myths that are Killing Business by : Kevin J. Clancy
Download or read book Marketing Myths that are Killing Business written by Kevin J. Clancy and published by McGraw Hill Professional. This book was released on 1995 with total page 354 pages. Available in PDF, EPUB and Kindle. Book excerpt: In a brash and brilliant style, two of the world's most renowned marketing consultants open reader's eyes to 170 myths that are killing products, services and brands. They steer readers toward radical change that will snatch them from the jaws of death wish marketing. Illustrations.
#3 New York Times Advice/How-To Bestseller #7 Wall Street Journal Nonfiction Bestseller "This book is game changing in a way I have never seen in a business book. I learned about myself and gained new insights into the work I've been doing for thirty years. It is a spectacular read." – John Riccitiello, CEO, Electronic Arts This is not a management book. This is a book for managers. Ever have the feeling that no matter how rewarding your job is that there's an entirely different level of success and fulfillment available to you? Lingering in the mist, just out of reach… There is, and Stan Slap is going to help you get it. You hold in your hands the book that entirely redraws the potential of being a manager. It will show you how to gain the one competency most critical to achieving business impact, but it won't stop there. This book will put a whole new level of meaning into your job description. You will never really work for your company until your company really works for you. Bury My Heart at Conference Room B is about igniting the massive power of any manager's emotional commitment to his or her company-worth more than financial, intellectual and physical commitment combined. Sometimes companies get this from their managers in the early garage days or in times of tremendous gain, but it's almost unheard of to get it on a sustained, self-reinforced basis. Of course your company is only going to get it if you're willing to give it. Slap proves that emotional commitment comes from the ability to live your deepest personal values at work and then provides a remarkable process that allows you to use your own values to achieve tremendous success. This is not soft stuff; it is the stuff of hard-core results. Bury My Heart at Conference Room B is the highest-rated management development solution at a number of the world's highest-rated companies—companies that don't include "patience" on their list of corporate values. It has been exhaustively researched and bench tested with tens of thousands of real managers in more than seventy countries. You'll hear directly from managers about how this legendary method has transformed their careers and their lives. As Big as It Gets Stan Slap is doing nothing less than making the business case for a manager's humanity-for every manager and the companies that depend on them. Bury My Heart at Conference Room B gives managers the urgency to change their world and the energy to do it. It will stir the soul, race the heart, and throb the foot used for acceleration. Buckle Up. We're Going Off-Road. Slap is smart, provocative, wickedly funny and heartfelt. He fearlessly takes on some of the most cherished myths of management for the illogic they are and celebrates the experience of being a manager in all of its potential and potential weirdness. And he talks to managers like they really talk to themselves.
Book Synopsis Bury My Heart at Conference Room B by : Stan Slap
Download or read book Bury My Heart at Conference Room B written by Stan Slap and published by Penguin Group. This book was released on 2024-05-14 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: #3 New York Times Advice/How-To Bestseller #7 Wall Street Journal Nonfiction Bestseller "This book is game changing in a way I have never seen in a business book. I learned about myself and gained new insights into the work I've been doing for thirty years. It is a spectacular read." – John Riccitiello, CEO, Electronic Arts This is not a management book. This is a book for managers. Ever have the feeling that no matter how rewarding your job is that there's an entirely different level of success and fulfillment available to you? Lingering in the mist, just out of reach… There is, and Stan Slap is going to help you get it. You hold in your hands the book that entirely redraws the potential of being a manager. It will show you how to gain the one competency most critical to achieving business impact, but it won't stop there. This book will put a whole new level of meaning into your job description. You will never really work for your company until your company really works for you. Bury My Heart at Conference Room B is about igniting the massive power of any manager's emotional commitment to his or her company-worth more than financial, intellectual and physical commitment combined. Sometimes companies get this from their managers in the early garage days or in times of tremendous gain, but it's almost unheard of to get it on a sustained, self-reinforced basis. Of course your company is only going to get it if you're willing to give it. Slap proves that emotional commitment comes from the ability to live your deepest personal values at work and then provides a remarkable process that allows you to use your own values to achieve tremendous success. This is not soft stuff; it is the stuff of hard-core results. Bury My Heart at Conference Room B is the highest-rated management development solution at a number of the world's highest-rated companies—companies that don't include "patience" on their list of corporate values. It has been exhaustively researched and bench tested with tens of thousands of real managers in more than seventy countries. You'll hear directly from managers about how this legendary method has transformed their careers and their lives. As Big as It Gets Stan Slap is doing nothing less than making the business case for a manager's humanity-for every manager and the companies that depend on them. Bury My Heart at Conference Room B gives managers the urgency to change their world and the energy to do it. It will stir the soul, race the heart, and throb the foot used for acceleration. Buckle Up. We're Going Off-Road. Slap is smart, provocative, wickedly funny and heartfelt. He fearlessly takes on some of the most cherished myths of management for the illogic they are and celebrates the experience of being a manager in all of its potential and potential weirdness. And he talks to managers like they really talk to themselves.
In Loyalty Myths, the authors have assembled53 of the most common beliefs about customer loyalty – all ofthem wrong or misconceived! Each of the beliefs in this book isdebunked with real-world examples. While other books speak inplatitudes; this book is the only one to validate each propositionwith real data. Granted unprecedented access to customer records from a varietyof multi-national corporations. Through these records, IpsosLoyalty was able to precisely track the impact of thiscustomer-centric construct on actual purchasing behavior. Theauthors’ findings and conclusions will stun business leadersaround the world. The lessons learned from these provide a trueguide for the proper use of customer loyalty.
Book Synopsis Loyalty Myths by : Timothy L. Keiningham
Download or read book Loyalty Myths written by Timothy L. Keiningham and published by John Wiley & Sons. This book was released on 2005-10-10 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: In Loyalty Myths, the authors have assembled53 of the most common beliefs about customer loyalty – all ofthem wrong or misconceived! Each of the beliefs in this book isdebunked with real-world examples. While other books speak inplatitudes; this book is the only one to validate each propositionwith real data. Granted unprecedented access to customer records from a varietyof multi-national corporations. Through these records, IpsosLoyalty was able to precisely track the impact of thiscustomer-centric construct on actual purchasing behavior. Theauthors’ findings and conclusions will stun business leadersaround the world. The lessons learned from these provide a trueguide for the proper use of customer loyalty.
According to a recent report by the Media Research Center, television news stories calling for stricter gun laws outnumbered newscasts opposing such laws by a ratio of 10 to 1. In other words, we are hearing only one side of the story. No wonder so few people are equipped to debate the issue of guns intelligently.The 7 Myths of Gun Control is a readable, easy-to-use guide for people confused and frustrated by the blizzard of anti-gun propaganda. It details the seven most common arguments used by gun prohibitionists, debunking each one with a wealth of statistical and legal data gleaned from top experts in the field of guns and gun rights. Award-winning journalist and bestselling author Richard Poe distills the pro-gun arguments into readable, bite-sized chunks designed to appeal to a mass audience. The seven myths that Poe exposes are (1) guns increase violent crime, (2) pulling a gun on a criminal endangers you more than the criminal, (3) guns pose a special threat to children, (4) the Second Amendment applies only to militiamen, (5) the Second Amendment is an obsolete relic of the frontier era, (6) we should treat guns the same w
Book Synopsis The Seven Myths of Gun Control by : Richard Poe
Download or read book The Seven Myths of Gun Control written by Richard Poe and published by Prima Lifestyles. This book was released on 2001 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: According to a recent report by the Media Research Center, television news stories calling for stricter gun laws outnumbered newscasts opposing such laws by a ratio of 10 to 1. In other words, we are hearing only one side of the story. No wonder so few people are equipped to debate the issue of guns intelligently.The 7 Myths of Gun Control is a readable, easy-to-use guide for people confused and frustrated by the blizzard of anti-gun propaganda. It details the seven most common arguments used by gun prohibitionists, debunking each one with a wealth of statistical and legal data gleaned from top experts in the field of guns and gun rights. Award-winning journalist and bestselling author Richard Poe distills the pro-gun arguments into readable, bite-sized chunks designed to appeal to a mass audience. The seven myths that Poe exposes are (1) guns increase violent crime, (2) pulling a gun on a criminal endangers you more than the criminal, (3) guns pose a special threat to children, (4) the Second Amendment applies only to militiamen, (5) the Second Amendment is an obsolete relic of the frontier era, (6) we should treat guns the same w
