The Customer Management Scorecard is based on a unique global survey conducted by QCi that aimed to reveal the true relationship between effective customer management and business performance. Over 300 global assessments of blue chip companies in 22 countries, across all sectors, were conducted using QCi’s Customer Management...
IT Services is the first 100% customer-focused guide to satisfying the consumers of your company’s IT services -- and building the loyalty your IT organization needs. In this book, three leading IT professionals present a fully integrated, comprehensive approach to service delivery in today’s global, distributed environments.
In this revised and updated edition of The Rights of Public Employees, Robert M. O’Neil broadens the focus from government employees to all public employees, emphasizing the public-service nature of the occupations and professions of such individuals. Using a question-and-answer format, O’Neil covers such topics as...
In The Transparency Edge, leadership expert Barbara Pagano demonstrates that a clear and open business policy is a powerful management tool. Backed by exclusive research of thousands of executives at Fortune 500 companies, this comprehensive guide to what-you-see-is-what-you-get leadership shows you how to practice a transparent...
With electronic commerce growing so rapidly, businesses need to examine critical elements that could influence users' perceptions of business-to-business and business-to-consumer electronic commerce. This book presents a study of key components and concepts of e-commerce, evaluates the critical success factors for global e-commerce, the economics...
Maybe you love your iPhone or iPod and are curious about other Apple
products. Maybe you’ve had one virus scare too many and are fed
up with Windows. Maybe the daunting prospect of upgrading to Windows 7
has made you open to other possibilities. Maybe you’re a Mac fan who wants
to show a friend how easy and productive Macs...
Harness the Power of Your Most Valuable Resource—Your Workforce!
Process improvement approaches like Six Sigma and Lean Enterprise have worked wonders for countless organizations, but in the drive for true excellence, these approaches are only one important part of the formula.
"Reading Brands That Rock is like attending business school, where classes on customer loyalty, consumer behavior, and branding are taught by Mick Jagger, Elton John, Steven Tyler, and Madonna."
–Tommy Hilfiger, Designer
Cadillac and The Rolling Stones. Victoria’s Secret and Madonna. Wal-Mart and...
The Inmates are Running the Asylum argues that, despite appearances, business executives are simply not the ones in control of the high-tech industry. They have inadvertently put programmers and engineers in charge, leading to products and processes that waste huge amounts of money, squander customer loyalty, and erode competitive advantage. They...
From the bestselling authors of The 24-Carrot Manager comes a manager's handbook on motivating employees through praise and recognition. Employees fed a steady diet of carrots focus better on company goals. They spot new opportunities faster. They have longer employment life spans (translation: lower turnover). And they can lift companies higher...
"This book comes at a time when we are asking searching questions: How exactly do we earn the loyalty, trust and commitment of our people? How do we balance the needs of our organisations to do more with less with the need to create environments in which people can grow, develop and achieve their aspirations? The answers lie within each...
Gary Bouton has made Inside Photoshop CS a perennial best-seller due to the loyalty of his audience. A lot of people simply love the way Gary explains what Photoshop is all about. In this revised edition, Gary truly puts the outsider "inside", demystifying such intangibles as pixels, color wheel, resolution, line...
