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Mapping The Management Journey
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Book Synopsis The Journey Mapping Playbook by : Jerry Angrave
Download or read book The Journey Mapping Playbook written by Jerry Angrave and published by Walter de Gruyter GmbH & Co KG. This book was released on 2020-10-12 with total page 156 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Journey Mapping Playbook is an accessible how-to toolkit aimed at customer experience and marketing professionals looking for ways to improve customer and employee experience. Using visualisation, templates and case studies this is a practical guide to planning, facilitating and delivering a strategic, supportive and effective journey mapping workshop. The Journey Mapping Playbook is based on the author’s real-world experience of running hundreds of journey mapping sessions. Understanding the priorities and pain points in customers’ lives is critical to achieve business success. Helping you to nurture better and more profitable customer experiences, this book will help you to: Define journey mapping Understand why it is commercially important Prioritise which journeys to focus on and how Decide who to invite and which tools to prepare Plan for an effective session Make every stage of the journey relevant and purposeful Build an ongoing programme The Journey Mapping Playbook shows you how to understand your customers better, whatever the size or sector of your business. Jerry Angrave, Founder and CEO of Empathyce, UK
Book Synopsis Mapping the Management Journey by : Sue Dopson
Download or read book Mapping the Management Journey written by Sue Dopson and published by OUP Oxford. This book was released on 2008-01-10 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: The last five decades have seen a sea-change in business and in management studies. The world of business has been transformed by powerful forces: globalization, IT, outsourcing and all manner of organizational reshaping and flattening. At the same time Management Studies has seen a massive expansion in courses, students and teachers, driven in part by a quest for new and broader models. The ground covered by Management Studies, and the way Management Studies maps this, have changed. This book, written by specialist experts, analyses these developments in Management Studies, giving a concise guide to specific areas. Working from the broader global and technological context, it explores a range of sectors - private, public and professional - and conclude by examining specific functions involved in management, such as Corporate Strategy, Information Technology, Operations Management, and Marketing. The authors are all associated with Templeton College at the University of Oxford, a school known for its close work with managers, companies, and other types of organizations, through its executive education programmes and high-impact business research. This experience, and its specialist knowledge, leaves it uniquely positioned to chronicle and comment on the development of the discipline of management studies and point the way ahead.
Book Synopsis This Is Service Design Doing by : Marc Stickdorn
Download or read book This Is Service Design Doing written by Marc Stickdorn and published by "O'Reilly Media, Inc.". This book was released on 2018-01-02 with total page 1156 pages. Available in PDF, EPUB and Kindle. Book excerpt: How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.
Download or read book User Story Mapping written by Jeff Patton and published by "O'Reilly Media, Inc.". This book was released on 2014-09-05 with total page 324 pages. Available in PDF, EPUB and Kindle. Book excerpt: User story mapping is a valuable tool for software development, once you understand why and how to use it. This insightful book examines how this often misunderstood technique can help your team stay focused on users and their needs without getting lost in the enthusiasm for individual product features. Author Jeff Patton shows you how changeable story maps enable your team to hold better conversations about the project throughout the development process. Your team will learn to come away with a shared understanding of what you’re attempting to build and why. Get a high-level view of story mapping, with an exercise to learn key concepts quickly Understand how stories really work, and how they come to life in Agile and Lean projects Dive into a story’s lifecycle, starting with opportunities and moving deeper into discovery Prepare your stories, pay attention while they’re built, and learn from those you convert to working software
Download or read book Making Strategy written by Colin Eden and published by SAGE. This book was released on 2013-04-04 with total page 518 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book approaches strategy-making in a way that is designed to assist most organizations develop strategy appropriate to their size, purpose and resources. It provides a much-needed guide to the strategy-making process by: elaborating the key concepts and theories of strategic management; by illustrating through case vignettes the issues inherent in the process of strategy-making; and by providing extensive and detailed practical guidelines on the methods, techniques and tools employed in the case vignettes. Key themes explored are: the crucial significance of political feasibility; the role of participation; emphasis on stakeholder management; thinking about alternative futures within the overall process of stra
Book Synopsis How Customers Buy...& Why They Don’t by : Martyn R. Lewis
Download or read book How Customers Buy...& Why They Don’t written by Martyn R. Lewis and published by Radius Book Group. This book was released on 2018-08-15 with total page 301 pages. Available in PDF, EPUB and Kindle. Book excerpt: Lewis makes a compelling argument that businesses must look beyond their own internal view of how something is sold, to the external reality of how customers actually buy. He asserts that no one buys anything because of a sales process; customers only buy because of their own buying process. And so, for all those whose livelihood depends upon successful revenue generation, the only rational course of action is to positively influence and effectively manage the end-to-end customer-buying journey. The simple failure of mousetrap logic—that is, the quality of the product or value proposition of the service is sufficient to convince customers to make a purchase—is at the heart of most revenue generation challenges today. How Customers Buy...and Why They Don’t shows that vendors are too often trying to solve the wrong problem, because customers actually do “get it,” they just don’t buy it. The book starts by explaining Outside-in Revenue Generation. It then decodes the six elements of the Customer Buying Journey DNA. It defines the nine Buying Concerns, any one of which can derail a purchase. It unveils the deceptively simple and elegant 4Q Buying Style Quadrant that unlocks the intricacies of how buyers actually think. The second section of the book explains what you can do about customers not buying your products or services. It reveals that there are only four things—Sales and Marketing Imperatives—that can be done to positively impact the market. It goes on to walk the reader through the development of the Market Engagement Strategy. The final section of the book translates the five components of the Market Engagement Strategy into actionable sales and marketing behaviors.
Book Synopsis The User's Journey by : Donna Lichaw
Download or read book The User's Journey written by Donna Lichaw and published by Rosenfeld Media. This book was released on 2016-03-22 with total page 161 pages. Available in PDF, EPUB and Kindle. Book excerpt: Like a good story, successful design is a series of engaging moments structured over time. The User’s Journey will show you how, when, and why to use narrative structure, technique, and principles to ideate, craft, and test a cohesive vision for an engaging outcome. See how a “story first” approach can transform your product, feature, landing page, flow, campaign, content, or product strategy.
Book Synopsis The Employee Experience Advantage by : Jacob Morgan
Download or read book The Employee Experience Advantage written by Jacob Morgan and published by John Wiley & Sons. This book was released on 2017-03-01 with total page 215 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Shows Organizations That Focus on Employee Experience Far Outperform Those That Don't Recently a new type of organization has emerged, one that focuses on employee experiences as a way to drive innovation, increase customer satisfaction, find and hire the best people, make work more engaging, and improve overall performance. The Employee Experience Advantage is the first book of its kind to tackle this emerging topic that is becoming the #1 priority for business leaders around the world. Although everyone talks about employee experience nobody has really been able to explain concretely what it is and how to go about designing for it...until now. How can organizations truly create a place where employees want to show up to work versus need to show up to work? For decades the business world has focused on measuring employee engagement meanwhile global engagement scores remain at an all time low despite all the surveys and institutes that been springing up tackle this problem. Clearly something is not working. Employee engagement has become the short-term adrenaline shot that organizations turn to when they need to increase their engagement scores. Instead, we have to focus on designing employee experiences which is the long term organizational design that leads to engaged employees. This is the only long-term solution. Organizations have been stuck focusing on the cause instead of the effect. The cause is employee experience; the effect is an engaged workforce. Backed by an extensive research project that looked at over 150 studies and articles, featured extensive interviews with over 150 executives, and analyzed over 250 global organizations, this book clearly breaks down the three environments that make up every single employee experience at every organization around the world and how to design for them. These are the cultural, technological, and physical environments. This book explores the attributes that organizations need to focus on in each one of these environments to create COOL spaces, ACE technology, and a CELEBRATED culture. Featuring exclusive case studies, unique frameworks, and never before seen research, The Employee Experience Advantage guides readers on a journey of creating a place where people actually want to show up to work. Readers will learn: The trends shaping employee experience How to evaluate their own employee experience using the Employee Experience Score What the world's leading organizations are doing around employee experience How to design for technology, culture, and physical spaces The role people analytics place in employee experience Frameworks for how to actually create employee experiences The role of the gig economy The future of employee experience Nine types of organizations that focus on employee experience And much more! There is no question that engaged employees perform better, aspire higher, and achieve more, but you can't create employee engagement without designing employee experiences first. It's time to rethink your strategy and implement a real-world framework that focuses on how to create an organization where people want to show up to work. The Employee Experience Advantage shows you how to do just that.
Download or read book Outside in written by Harley Manning and published by Houghton Mifflin Harcourt. This book was released on 2012 with total page 275 pages. Available in PDF, EPUB and Kindle. Book excerpt: For readers of "Delivering Happiness" and "The New Gold Standard"--a revolutionary approach to understanding and mastering the customer experience from Forrester Research.
Download or read book The Culture Map written by Erin Meyer and published by PublicAffairs. This book was released on 2014-05-27 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: An international business expert helps you understand and navigate cultural differences in this insightful and practical guide, perfect for both your work and personal life. Americans precede anything negative with three nice comments; French, Dutch, Israelis, and Germans get straight to the point; Latin Americans and Asians are steeped in hierarchy; Scandinavians think the best boss is just one of the crowd. It's no surprise that when they try and talk to each other, chaos breaks out. In The Culture Map, INSEAD professor Erin Meyer is your guide through this subtle, sometimes treacherous terrain in which people from starkly different backgrounds are expected to work harmoniously together. She provides a field-tested model for decoding how cultural differences impact international business, and combines a smart analytical framework with practical, actionable advice.
Book Synopsis Jobs to Be Done by : Anthony W. Ulwick
Download or read book Jobs to Be Done written by Anthony W. Ulwick and published by . This book was released on 2016-10-25 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Why do some innovation projects succeed where others fail? The book reveals the business implications of Jobs Theory and explains how to put Jobs Theory into practice using Outcome-Driven Innovation.
Book Synopsis Mapping Experiences by : Jim Kalbach
Download or read book Mapping Experiences written by Jim Kalbach and published by "O'Reilly Media, Inc.". This book was released on 2016-04-25 with total page 652 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions. Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can help determine where business goals and customer perspectives intersect. Once you’re armed with this data, you can provide users with real value. Mapping Experiences is divided into three parts: Understand the underlying principles of diagramming, and discover how these diagrams can inform strategy Learn how to create diagrams with the four iterative modes in the mapping process: setting up a mapping initiative, investigating the evidence, visualizing the process, and using diagrams in workshops and experiments See key diagrams in action, including service blueprints, customer journey maps, experience maps, mental models, and spatial maps and ecosystem models
Download or read book Career Mapping written by Ginny Clarke and published by Morgan James Publishing. This book was released on 2011-08-01 with total page 186 pages. Available in PDF, EPUB and Kindle. Book excerpt: Plot out your path to a rewarding work life. The world of work is changing with head-spinning speed. Now more than ever, you need to find your footing—and design your personalized road map to job satisfaction and career success. Career Mapping offers a template for figuring out who you are and what you can offer to the work world. Inspired by the author’s own experiences as a college recruiter and executive recruiter, as well as a woman who broke through to the executive ranks in two male-dominated industries, it addresses an array of situations, from just starting out to navigating the corporate maze to launching a new business or anticipating retirement. It offers case studies of people at different stages of their careers, and provides a step-by-step process for customizing your own job hunting and career management strategies. With thought-provoking questions; candid revelations from her own inspiring journey; and vital advice from Ginny Clarke’s experiences interviewing, recruiting, and coaching thousands of professionals and executives, Career Mapping explains the oft-misunderstood executive search process, demystifies how you can make yourself a more desirable job candidate, and reveals how to avoid the devastating pitfalls that have derailed careers.
Book Synopsis Be Your Customer's Hero by : Adam Toporek
Download or read book Be Your Customer's Hero written by Adam Toporek and published by AMACOM. This book was released on 2015-04-22 with total page 270 pages. Available in PDF, EPUB and Kindle. Book excerpt: On the front lines of customer service, every day presents new and unexpected challenges—and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Those who work on the front lines of customer service never know what new and unexpected challenges await them each day. But they do know one thing--they will be needed. But how can you prepare for the unexpected? How can customer service reps get the training and confidence required to tackle the unknown? In Be Your Customer’s Hero, internationally recognized customer service expert Adam Toporek provides the answers to preparing for the surprises awaiting the CSR. Through short, simple, actionable advice, in quick, easy-to-read chapters, this invaluable guide shows customer-facing CSRs how to: Achieve the mindset required for Hero-ClassTM service Understand the customer’s expectations--and exceed them Develop powerful communication skills Avoid the seven triggers guaranteed to set customers off Handle difficult and even irrational customers with ease Armed with the tools and techniques in Be Your Customer’s Hero, you will have all they need to transform themselves into the heroes their customers need.
Book Synopsis How Hard Is It to Be Your Customer? by : Jim Tincher
Download or read book How Hard Is It to Be Your Customer? written by Jim Tincher and published by PMP. This book was released on 2019-06-11 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn how to create journey maps that actually get resultsNearly two out of three journey maps fail to drive customer-focused change. Find out how to make your initiative successful, and avoid the pitfalls that doom so many others, with this authoritative new book. With insights from dozens of CX pros, extensive research, and real-world case studies and examples, How Hard Is It to Be Your Customer will help you understand why some maps drive action - leading to an improved customer experience, greater customer loyalty, and impressive ROI - while others just gather dust on a shelf.
Book Synopsis Mind Maps for Effective Project Management by : Maneesh Dutt
Download or read book Mind Maps for Effective Project Management written by Maneesh Dutt and published by Notion Press. This book was released on 2015-05-25 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Much progress results when different streams of human understanding are brought together. This book is about such an epiphany - that the traditionally left-brain working of industry can be greatly enriched by the creative potential of mind-maps. Our process-oriented industries need more creativity... so it is definitely worth investing some time to evaluate this book and its thesis for yourself!" -Manas Fuloria, Co-founder and CEO, Nagarro "Project management is typically associated with linear thinking with a beginning, a middle and an end. Mind Maps are associated with Creativity and non-linear thinking. When an expert in both areas - PMP, Scrum Master and a Thinkbuzan tutor- brings this expertise together in one book, it tickles the left and right side of the brain simultaneously. Maneesh has written a compelling thesis and is a must read for CXOs and project managers alike, to get the most out of projects!" -Sameer Garde, President, South Asia, Philips India "While solving complex problems we may have a difficulty in looking at all perspectives of the eventual solution. Mind Maps help in documenting our thoughts in a more structured way by aligning the creative thinking process with the analytical decision process. This expertise was so far not available in India and the initiative by Maneesh is a welcome and valuable contribution. This is especially useful for mid-level and senior people but can be used by all age groups." -Tushar Bhatia, Founder & CEO, EmpXtrack "Just as the LEAN movement transformed the Manufacturing industry, Mind Maps can do the same to the field of Project Management. A Mind Map helps cuts across the noise in multiple situations, brings into focus the core issue and ignites creativity through whole brain thinking. Through this book Maneesh has provided a framework and examples to apply Mind Mapping to the practice of Project Management - a bold move that will encourage creative thinking and problem solving. A must read for organizational heads and all project managers." - Nitin Kulkarni, Founder & Principal Consultant, Elevo Consulting "The book is a Project management and Mind Maps toolkit coming from a practicing professional and trainer Maneesh Dutt. It is a guide map for decision makers to enable project professionals become more creative and innovative in managing projects. Projects, today, are more like a hundred meter sprint than a marathon and deserve nimble techniques like Mind Maps to execute better. The book picks up the threads from project management fundamentals along with inspiration from nature and provides a rich array of Mind Map templates allowing organizations to kick start their journey towards better project management. A real boon to organizations that are involved in any Project activity!" -Gaurang Joshipura, Managing Director, Zeppelin Systems India Pvt. Ltd.
Download or read book Impact Mapping written by Gojko Adzic and published by Provoking Thoughts. This book was released on 2012-10 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical guide to impact mapping, a simple yet incredibly effective method for collaborative strategic planning that helps organizations make an impact with software.
