This practice- and research-based book caters to the needs of executive managers who see customer satisfaction as their primary goal. The authors identify the need for an effective complaint management strategy that prevents the loss of dissatisfied customers. Dissatisfied customers are at risk of migrating; accordingly,...
For any manager or executive committed to achieving business goals through effective strategic partnership, this book gathers successes of some of the world's leading companies to deliver a tool kit for shaping a partnering culture.
From the author who introduced the groundbreaking concept of Partnering Intelligence come the...
Visualization: A powerful technique for achieving high performance
Complex systems do not require complex project management. The most effective project managers are able to simplify their project environment and organize projects, large and small, to achieve predictable results. This book explains how anyone responsible for a project can apply...
A must-have for all companies undertakingservice-oriented architecture (SOA) governance
As SOA interest and adoption have accelerated rapidly, the challenges of governance have risen to the forefront across the entire industry. Without an SOA governance model, SOA adoption is stilted and hampered by a lack of...
"If you manage anything of importance—from a company to a functional area—read this book, and share it with your team. You'll dog-ear plenty of pages and blow away your previous performance." —Steve Wigginton, executive vice president,...
For seventy-seven days, from election day to inauguration day, the Obama-Biden Transition Project convened in a nondescript office building in northwest Washington, D.C. Most of the transition work involved sending expert volunteers into federal agencies to research and write briefing binders for the incoming department heads. In addition, seven...
Every year, organizations rely on Internet applications and services more deeply–and every year, Internet infrastructure grows more powerful and complex. As the limitations of traditional IPv4 addressing become increasingly apparent, many decision makers recognize that a transition to IPv6 is needed far sooner than anticipated. Global...
Make the most of your ability to teach business-to-business marketing!
Fundamentals of Business Marketing Education: A Guide for University-Level Faculty and Policymakers examines the essential issues of teaching business-to-business marketing courses at all four university levels. An international network of educators and...
This book provides the analytical framework for understanding the relationship between media scandals, executive accountability and the crisis of democracy. The empirical findings are based on an original database of 6000 media allegations and investigations in Russia, Germany and Bulgaria. Observations gained from the case studies are then...
Software drives innovation and success in today’s business world. Yet critical software projects consistently come in late, defective, and way over budget. So what’s the problem?
Get ready for a shock, because the answer to the problem is to avoid reality altogether. A new IT practice and technology called Service...
Financial Ratios for Executives is written specifically with today’s global executive in mind. It makes financial ratios easy to understand and use effectively. This short book will prove invaluable to both financial and non-financial executives looking for easy, intuitive methods to assess corporate health and assist in...
"This book is like a good tour guide.It doesn't just describe the major attractions; you share in the history, spirit, language, and culture of the place." —Henning Schulzrinne, Professor, Columbia University
Since its birth in 1996, Session Initiation Protocol (SIP) has grown up. As a richer, much more robust...
