The Customer Rules
At a recent family gathering in my home, the grown-ups were trading stories about companies that
provide good customer service and those that don't. Out of curiosity, I asked my then twelve-year-old
granddaughter, Margot, what she thought were the most important rules for great service. Without a
moment's hesitation, she... The People CMM: A Framework for Human Capital Management (2nd Edition)
Organizations are now competing in two markets, one for their products and services and one for the talent required to produce or perform them. Success in the former is determined by success in the latter. The ability to compete is directly related to the ability to attract, develop, motivate, organize, and retain the...
Transforming Business: Big Data, Mobility, and Globalization
A unique perspective of an evolved role for company leadership
Based on the findings of an extensive research project that surveyed more than 5,500 enterprise employees and functional decision makers across the United States and China, Transforming Business: Big Data, Mobility and Globalization explores the influence...
The Street Smart MBA: 10 Proven Strategies for Driving Business Success
Business schools have long enticed students into their MBA programs with the promise that, after a short stint spent studying the ins and outs of the business world, they will be able to step right into the upper echelons of management or launch a business that soon has them flitting about the world in a private jet. "Sounds great,"...
Data Mining and Machine Learning in Cybersecurity
In the emerging era of Web 3.0, securing cyberspace has gradually evolved into a
critical organizational and national research agenda inviting interest from a multidisciplinary
scientific workforce. There are many avenues into this area, and, in recent
research, machine-learning and data-mining techniques have been applied to design,...
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