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Customer Management Expanded Edition
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Book Synopsis Call Center Management on Fast Forward by : Brad Cleveland
Download or read book Call Center Management on Fast Forward written by Brad Cleveland and published by ICMI Inc.. This book was released on 1997 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.
Book Synopsis The Rules of Management by : Richard Templar
Download or read book The Rules of Management written by Richard Templar and published by Pearson Education. This book was released on 2005 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: Would you like to be one of those managers who glides effortlessly onwards and upwards through the system, the politics, the people problems, the impossible targets and the work overload? Would you like to always say the right thing, do the right thing and know how to handle every situation. Then you need this book.
Book Synopsis Leadership for Great Customer Service by : Thom A. Mayer
Download or read book Leadership for Great Customer Service written by Thom A. Mayer and published by . This book was released on 2004 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: Presents a humorous look at customer service written by practicing physicians and provides a blueprint for creating and sustaining a practical customer service program. Offers practical strategies for working with patients and uses numerous examples. Also includes scripts for situations commonly encountered in clinical practice.
Book Synopsis Call Center Management on Fast Forward by : Brad Cleveland
Download or read book Call Center Management on Fast Forward written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2012 with total page 491 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis MARKETING MANAGEMENT by : J. Paul Peter
Download or read book MARKETING MANAGEMENT written by J. Paul Peter and published by McGraw-Hill/Irwin. This book was released on 2008-10-03 with total page 808 pages. Available in PDF, EPUB and Kindle. Book excerpt: Marketing Management, 9/e, by Peter and Donnelly, is praised in the market for its organization, format, clarity, brevity and flexibility. The goal of this text is to enhance students’ knowledge of marketing management and to advance their skills in utilizing this knowledge to develop and maintain successful marketing strategies. The six stage learning approach is the focus of the seven unique sections of the book. Each section has as its objective either knowledge enhancement or skill development, or both. The framework and structure of the book is integrated throughout the sections of the new edition. The basic structure of the text continues to evolve and expand with numerous updates and revisions throughout.
Book Synopsis HBR's 10 Must Reads on Managing in a Downturn, Expanded Edition (with bonus article "Preparing Your Business for a Post-Pandemic World" by Carsten Lund Pedersen and Thomas Ritter) by : Harvard Business Review
Download or read book HBR's 10 Must Reads on Managing in a Downturn, Expanded Edition (with bonus article "Preparing Your Business for a Post-Pandemic World" by Carsten Lund Pedersen and Thomas Ritter) written by Harvard Business Review and published by Harvard Business Press. This book was released on 2020-10-27 with total page 193 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do the most resilient companies survive—and even thrive—during a slowdown? If you read nothing else on surviving a tough economy and coming back stronger, read these 15 articles. We've combed through hundreds of Harvard Business Review articles and selected the most important ones to help your company persevere through economic challenges and continue to grow while your competitors stumble. This book will inspire you to: Harness your resources to pull through a pandemic Learn the right lessons from previous recessions Minimize pain while cutting costs and managing risk Foster a healthy culture during anxious times Make smart moves to protect your own job Seize the opportunity to innovate and reinvent your business This collection of articles includes "Seize Advantage in a Downturn" by David Rhodes and Daniel Stelter; "How to Survive a Recession and Thrive Afterward: A Research Roundup" by Walter Frick; "How to Bounce Back from Adversity" by Joshua D. Margolis and Paul G. Stoltz; "Rohm and Haas's Former CEO on Pulling off a Sweet Deal in a Down Market" by Raj Gupta; "How to Be a Good Boss in a Bad Economy" by Robert I. Sutton; "Layoffs That Don't Break Your Company" by Sandra J. Sucher and Shalene Gupta; "Getting Reorgs Right" by Stephen Heidari-Robinson and Suzanne Heywood; "Reigniting Growth" by Chris Zook and James Allen; "Reinvent Your Business Model Before It's Too Late" by Paul Nunes and Tim Breene; "How to Protect Your Job in a Recession" by Janet Banks and Diane Coutu; "Learning from the Future" by J. Peter Scoblic; "5 Ways to Stimulate Cash Flow in a Downturn" by Eddie Yoon and Christopher Lochhead; "The Case for M&A in a Downturn" by Brian Salsberg; "Include Your Employees in Cost-Cutting Decisions" by Patrick Daoust and Paul Simon; and "Preparing Your Business for a Post-Pandemic World" by Carsten Lund Pedersen and Thomas Ritter. HBR's 10 Must Reads paperback series is the definitive collection of books for new and experienced leaders alike. Leaders looking for the inspiration that big ideas provide, both to accelerate their own growth and that of their companies, should look no further. HBR's 10 Must Reads series focuses on the core topics that every ambitious manager needs to know: leadership, strategy, change, managing people, and managing yourself. Harvard Business Review has sorted through hundreds of articles and selected only the most essential reading on each topic. Each title includes timeless advice that will be relevant regardless of an ever‐changing business environment.
Book Synopsis The Total Money Makeover: Classic Edition by : Dave Ramsey
Download or read book The Total Money Makeover: Classic Edition written by Dave Ramsey and published by Thomas Nelson. This book was released on 2013-09-17 with total page 266 pages. Available in PDF, EPUB and Kindle. Book excerpt: Do you want to build a budget that actually works for you? Are you ready to transform your relationship with money? This New York Times bestseller has already helped millions of people just like you learn how to develop everyday money-saving habits with the help of America's favorite personal finance expert, Dave Ramsey. By now, you've already heard all of the nutty get-rich-quick schemes and the fiscal diet fads that leave you with a lot of quirky ideas but not a penny in your pocket. If you're tired of the lies and sick of the false promises, Dave is here to provide practical, long-term help. The Total Money Makeover is the simplest, most straightforward game plan for completely changing your finances. And, best of all, these principles are based on results, not pie-in-the-sky fantasies. This is the financial reset you've been looking for. The Total Money Makeover: Classic Edition will give you the tools and the encouragement you need to: Design a sure-fire plan for paying off all debt--from your cars to your home and everything in between using the debt snowball method Break bad habits and make lasting changes when it comes to your relationship with money Recognize the 10 most dangerous money myths Secure a healthy nest egg for emergencies and set yourself up for retirement Become financially healthy for life Live like no one else, so later you can LIVE (and GIVE) like no one else! This edition of The Total Money Makeover includes new, expanded "Dave Rants" that tackle marriage conflict, college debt, and so much more. The Total Money Makeover: Classic Edition also includes brand new back-of-the-book resources to help you make The Total Money Makeover your new reality.
Book Synopsis Leading at a Higher Level, Revised and Expanded Edition by : Ken Blanchard
Download or read book Leading at a Higher Level, Revised and Expanded Edition written by Ken Blanchard and published by FT Press. This book was released on 2009-09-08 with total page 388 pages. Available in PDF, EPUB and Kindle. Book excerpt: From The One Minute Manager to Raving Fans, Ken Blanchard's books have helped millions of people unleash their power and the potential of everyone around them. The Ken Blanchard Companies has helped thousands of organizations become more people-oriented, customer-centered, and performance-driven. Now, in Leading at a Higher Level, Updated Edition, Blanchard and his colleagues bring together everything they've learned about world-class leadership. You'll discover how to create targets and visions based on the "triple bottom line", and make sure people know who you are, where you're going, and the values that will guide your journey. From start to finish, this book extends Blanchard's breakthrough work on delivering legendary customer service, creating "raving fans," and building "Partnerships for Performance" that empower everyone who works for and with you. Updated throughout, this new edition contains two powerful, important new chapters: one on coaching to create higher-level leaders, and another on creating a higher-level culture throughout your organization. It also offers the definitive, most up-to-date techniques for leading yourself, individuals, teams, and entire organizations. Most importantly, it will help you dig deep within, discover the personal "leadership point of view" all great leaders possess-and apply it throughout your entire life.
Book Synopsis HBR's 10 Must Reads on Managing in a Downturn (with bonus article "Reigniting Growth" By Chris Zook and James Allen) by : Harvard Business Review
Download or read book HBR's 10 Must Reads on Managing in a Downturn (with bonus article "Reigniting Growth" By Chris Zook and James Allen) written by Harvard Business Review and published by Harvard Business Press. This book was released on 2019-08-20 with total page 173 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do the most resilient companies survive--and even thrive--during a slowdown? If you read nothing else on preparing for a tough economy and coming back stronger, read these 10 articles. We've combed through hundreds of Harvard Business Review articles and selected the most important ones to help your company persevere through economic challenges and continue to grow even as your competitors stumble. This book will inspire you to: Get your company ready before a downturn strikes Learn the right lessons from previous recessions Minimize pain while cutting costs and managing risk Foster a healthy organizational culture during anxious times Seize the opportunity to innovate and reinvent your business This collection of articles includes "Seize Advantage in a Downturn," by David Rhodes and Daniel Stelter; "How to Survive a Recession and Thrive Afterward: A Research Roundup," by Walter Frick; "How to Bounce Back from Adversity," by Joshua D. Margolis and Paul G. Stoltz; "Rohm and Haas's Former CEO on Pulling Off a Sweet Deal in a Down Market," by Raj Gupta; "Leadership in a (Permanent) Crisis," by Ronald Heifetz, Alexander, Grashow, and Marty Linsky; "How to Be a Good Boss in a Bad Economy," by Robert I. Sutton; "Layoffs That Don't Break Your Company," by Sandra J. Sucher and Shalene Gupta; "Getting Reorgs Right," by Stephen Heidari-Robinson and Suzanne Heywood; "Reigniting Growth," by Chris Zook and James Allen; "Reinvent Your Business Model Before It's Too Late," by Paul Nunes and Tim Breene; and "How to Protect Your Job in a Recession," by Janet Banks and Diane Coutu.
Book Synopsis Creativity, Inc. (The Expanded Edition) by : Ed Catmull
Download or read book Creativity, Inc. (The Expanded Edition) written by Ed Catmull and published by Random House. This book was released on 2014-04-08 with total page 367 pages. Available in PDF, EPUB and Kindle. Book excerpt: The co-founder and longtime president of Pixar updates and expands his 2014 New York Times bestseller on creative leadership, reflecting on the management principles that built Pixar’s singularly successful culture, and on all he learned during the past nine years that allowed Pixar to retain its creative culture while continuing to evolve. “Might be the most thoughtful management book ever.”—Fast Company For nearly thirty years, Pixar has dominated the world of animation, producing such beloved films as the Toy Story trilogy, Finding Nemo, The Incredibles, Up, and WALL-E, which have gone on to set box-office records and garner eighteen Academy Awards. The joyous storytelling, the inventive plots, the emotional authenticity: In some ways, Pixar movies are an object lesson in what creativity really is. Here, Catmull reveals the ideals and techniques that have made Pixar so widely admired—and so profitable. As a young man, Ed Catmull had a dream: to make the first computer-animated movie. He nurtured that dream as a Ph.D. student, and then forged a partnership with George Lucas that led, indirectly, to his founding Pixar with Steve Jobs and John Lasseter in 1986. Nine years later, Toy Story was released, changing animation forever. The essential ingredient in that movie’s success—and in the twenty-five movies that followed—was the unique environment that Catmull and his colleagues built at Pixar, based on philosophies that protect the creative process and defy convention, such as: • Give a good idea to a mediocre team and they will screw it up. But give a mediocre idea to a great team and they will either fix it or come up with something better. • It’s not the manager’s job to prevent risks. It’s the manager’s job to make it safe for others to take them. • The cost of preventing errors is often far greater than the cost of fixing them. • A company’s communication structure should not mirror its organizational structure. Everybody should be able to talk to anybody. Creativity, Inc. has been significantly expanded to illuminate the continuing development of the unique culture at Pixar. It features a new introduction, two entirely new chapters, four new chapter postscripts, and changes and updates throughout. Pursuing excellence isn’t a one-off assignment but an ongoing, day-in, day-out, full-time job. And Creativity, Inc. explores how it is done.
Book Synopsis The Ultimate Question by : Fred Reichheld
Download or read book The Ultimate Question written by Fred Reichheld and published by . This book was released on 2007-08 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: One Simple Question Can Determine Your Company's Future. Do You Know the Answer? The Ultimate Question offers hands-on guidance on how to: Distinguish good profits from bad. Measure NPS and benchmark performance against world-class standards. Quantify the economic value generated by customer word of mouth. Assign accountability for improving customer relationships. Identify core customers and set priorities for strategic investments. Move customers beyond mere satisfaction to true loyalty. Create communities of passionate advocates that stimulate innovation and growth. Practical and compelling, The Ultimate Question will help you solve your organization's growth dilemma.
Book Synopsis Introduction to Emergency Management by : George Haddow
Download or read book Introduction to Emergency Management written by George Haddow and published by Butterworth-Heinemann. This book was released on 2013-09-23 with total page 443 pages. Available in PDF, EPUB and Kindle. Book excerpt: Introduction to Emergency Management, Fifth Edition, offers a fully up-to-date analysis of US emergency management principles. In addition to expanding coverage of risk management in a time of climate change and terrorism, Haddow, Bullock, and Coppola discuss the impact of new emergency management technologies, social media, and an increasing focus on recovery. They examine the effects of the 2012 election results and discuss FEMA’s controversial National Flood Insurance Program (NFIP). Introduction to Emergency Management, Fifth Edition, gives instructors and students the best textbook content, instructor-support materials, and online resources to prepare future EM professionals for this demanding career. Introduction to FEMA's Whole Community disaster preparedness initiative Material on recent disaster events, including the Boston Marathon Bombing (2013), Hurricane Sandy (2012), the Joplin Tornado (2011), the Haiti Earthquake (2011), and the Great East Japan Earthquake (2010) New and updated material on the Department of Homeland Security and the ongoing efforts of the emergency management community to manage terrorism hazards Top-of-the-line ancillaries that can be uploaded to Blackboard and other course management systems.
Book Synopsis Conflict Management and Organization Development by : W. F. G. Mastenbroek
Download or read book Conflict Management and Organization Development written by W. F. G. Mastenbroek and published by . This book was released on 1993 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: This study aims to form a bridge between the theory of organizations and the practice of professional consulting work. A new theory is outlined which enables consultants to perceive conflicts between parties in organizations, and to use these conflicts to gain greater productivity.
Book Synopsis Defining Management by : Lars Engwall
Download or read book Defining Management written by Lars Engwall and published by Routledge. This book was released on 2016-06-10 with total page 333 pages. Available in PDF, EPUB and Kindle. Book excerpt: Defining Management charts the expansion of management as an idea and practice from a time when it was limited to churches and households to its current ubiquity, focusing in particular on the role of business schools, consultants, and business media in this process. How did an entire industry develop around business schools, consultants, and business media who are now widely considered the authorities regarding best management practice? This book shows how these actors – on their own and in interaction – became taken-for-granted and gained such definitional power over management and managers, expanded across the globe from often modest and not always respected origins, and impacted, and continue to impact businesses and, increasingly, the broader economic and social context. Building on extant and some new research, the book is unique in bringing together issues and actors that have been examined elsewhere separately. Any student or professional of management interested in the evolution of their field or the rise of business schools, consultants and business media will find this book both novel and thought-provoking.
Book Synopsis Creating Healthly Organizations, Revised and Expanded Edition by : Graham Lowe
Download or read book Creating Healthly Organizations, Revised and Expanded Edition written by Graham Lowe and published by University of Toronto Press. This book was released on 2020-04-06 with total page 365 pages. Available in PDF, EPUB and Kindle. Book excerpt: Creating Healthy Organizations provides an evidence-based, practical guide to strengthening the links between employee well-being and performance in any organization.
Book Synopsis The Ultimate Question 2.0 (Revised and Expanded Edition) by : Fred Reichheld
Download or read book The Ultimate Question 2.0 (Revised and Expanded Edition) written by Fred Reichheld and published by Harvard Business Review Press. This book was released on 2011-09-20 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld: • Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success • Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers • Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.
Book Synopsis Pathology - E-Book by : Catherine Cavallaro Kellogg
Download or read book Pathology - E-Book written by Catherine Cavallaro Kellogg and published by Elsevier Health Sciences. This book was released on 2008-11-04 with total page 1759 pages. Available in PDF, EPUB and Kindle. Book excerpt: Full color interior design, photos, and illustrations Chapter on Behavioral, Social, and Environmental Factors Contributing to Disease and Dysfunction includes clinical models of health, variations in client populations, and lifestyle factors that are important to consider when treating a patient. “A Therapist’s Thoughts offers personal and clinical insights from experienced therapists specializing in cystic fibrosis, lymphedema, and psychological problems. Now covers the World Health Organization’s International Classification of Functioning, Disability, and Health (ICF), a model that includes the level of participation in desired activities as a criterion for establishing status and goals UPDATED! Evidence-based content with over 6,000 references EXPANDED chapter on the lymphatic system features additional sections on lymphatic diseases plus exercise guidelines, education, and a home program for patients with a compromised lymphatic system. UPDATED chapter on lab values features new information on potassium levels and exercise, albumin levels related to nutrition and wound healing, and coagulation studies in relation to exercise. EXPANDED chapter on Psychosocial–Spiritual Impact on Health Care offers new information on fear avoidance behaviors, substance abuse, malingering, personality disorders, abuse, eating disorders, and the impact of nonphysical trauma to health and disease as well as combat trauma, torture, and the effects of war. Appendix B: Guidelines for Activity and Exercise includes updated information on aquatic physical therapy from leaders in the field, emphasizing precautions and contraindications for this modality.
