Book Description
Maximize customer satisfaction and maximize your bottom line
Over the last decade, too many organizations have assumed that their products or services were so superior that customers would automatically keep coming back for more. But in order to compete effectively in today's marketplace, organizations must change their strategy to become more customer focused, not product focused. Customer Relationship Management (CRM) is the best way to integrate this customer-facing approach throughout an organization. Aimed at understanding and anticipating the needs of an organization's current and potential customers, this innovative book shows how CRM links people, process, and technology to optimize an enterprise's revenue and profits by first providing maximum customer satisfaction.
* Covers developing a market-oriented strategy, innovation in products and services, sales and channels transformation, customer relationship marketing, and customer care
Stanley A. Brown (Toronto, Canada) is Partner in Charge of the Centre of Excellence in Customer Care at PricewaterhouseCoopers in Toronto.
Customer Reviews:
Energy is a worthwhile thing. Save it!.......2001-05-19
Energy is a worthwhile thing. Save it and skip this book. It reads like a loosely integrated collection of contributions. A more cohesive and comprensive set of basic ideas can be downloaded from the Customers-dot-com companion website at the same address for zilch.
Some interesting subjects, but too shallow arguments.......2001-03-28
To be honest, I have not understood, however not completely, what the authors want to say or explain. Interesting subjects are surely showed, but just lightly touched. Of course, you must agree that a profitable customer is better than a non-profitable one, and that maintaining her/his loyalty makes company to get the related revenue for a longer period. I think also that you may well acknowledge that new technologies do not suit to old organizations. But I am not sure that more than three hundred pages were necessary to say it. I have found some chapters much more interesting than others (for example The Tools For CRM), but if the question for such kind of books is "Which problems is this book helpful to solve to?", unless you consider a problem preparing a slide presentation, I have not been able to find any.
For those with an implementation challenge!.......2000-12-21
This is the most practical book I have read on the subject of customer relationship management (CRM). Those looking for an introduction to the subject might be better served by reading a slightly higher-level and more theoretical book such as Driving Customer Equity by Rust et. al.. However, if you understand the basics of customer care and are interested in purchasing or implementing a CRM system at your firm, this book will prove itself a highly useful resource. It will increase your understanding of strategic CRM, help you build a case and align key organizational players, and navigate tricky and potentially devastating implementation issues.
As a collection of separately authored pieces, the book works better for me as a resource than an end-to-end read. It could benefit by having a subject index.
Good CRM Framework.......2000-07-22
I disagree with the previous reader - this book is not too "fluffy". I think that the editor and contributor (Stanley Browne) has done a very good job of pacing the reader through the fundamentals of CRM to the more complex areas of balanced scorecard implementation, data warehousing, and analysis. I have read dozens of customer service-oriented books over the past year, and I believe that this is one of the better efforts to define where business is currently moving in that respect. The case study "vignettes" in general are OK (although somewhat well-worn), but the detailed studies are actually very comprehensive and interesting.
In summary, this book contains some critical points for anyone considering or in the process of implementing a so-called CRM system. It will help you avoid common pitfalls and is well-worth the investment.
New-era Marketing.......2000-07-18
It's a great book to help me realize the fundamental strategies to treat customers.
Average customer rating:
- Business Planning for Healthcare Management
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Business Planing For Healthcare Management
Semple
Manufacturer: Open University Press
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Binding: Paperback
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ASIN: 0335206476 |
Book Description
Praise for the first edition:
"The book's major strength is that it allows the author, Carolyn Semple Piggot, to use a very accessible style, without a great burden of academic theory or case studies. What theory it does contain is expertly used to provide a rationale for the service she cites...The book is an excellent tool for any clinician or junior manager to prepare a business plan. Both would gain knowledge and understanding without excessive effort." Health Service Journal
The revised and updated edition of this bestselling book is both practical and topical. It addresses planning strategies that will work for healthcare organisations. The advice and practical aids are designed to help readers with easy-to-find answers to common planning questions. The careful use of theory provides a rationale for the services cited to help the reader understand the limits of the advice and when it is necessary to seek expert help. A particularly good example of this is seen in chapter five in which an asthma study is used to illustrate how business planning issues arise from clinical issues.
Pragmatic in its approach, the book will prove both interesting and useful to hospital managers, clinical practitioners and others new to management.
Customer Reviews:
Business Planning for Healthcare Management.......2000-12-07
Business Planning for Healthcare Management by Carolyn Semple Piggot, a British author and pharmacist and Editorial Director at a healthcare consultancy, provides basic concepts of healthcare management which is today becoming a more and more demanding field in most of the healthcare systems. It offers tips, basic and practical and conceptual skills (providing many questions to ponder upon) not only to professionals in the health services but also to junior managers who are tempted to take part of the new and future structure of health care administration / organization and its functions.
Furthermore, the book helps to focus on the efficient health care delivery. It covers the development of leadership skills, future trends in healthcare management and guidelines of designing effective work groups through nine chapters revealing what planning is in a healthcare system, the planning process itself, the challenges of implementation, the evaluation process, the planning for health improvement, the joint planning and collaboration with social services, the management of shareholders, the plans for change and finally the role of the Board.
Book Description
A seminal figure in the field of public management, Mark Moore presents his summation of fifteen years of research, observation, and teaching about what public sector executives should do to improve the performance of public enterprises. Useful for both practicing public executives and those who teach them, this book explicates some of the richest of several hundred cases used at Harvard's Kennedy School of Government and illuminates their broader lessons for government managers. Moore addresses four questions that have long bedeviled public administration: What should citizens and their representatives expect and demand from public executives? What sources can public managers consult to learn what is valuable for them to produce? How should public managers cope with inconsistent and fickle political mandates? How can public managers find room to innovate?
Moore's answers respond to the well-understood difficulties of managing public enterprises in modern society by recommending specific, concrete changes in the practices of individual public managers: how they envision what is valuable to produce, how they engage their political overseers, and how they deliver services and fulfill obligations to clients. Following Moore's cases, we witness dilemmas faced by a cross section of public managers--William Ruckelshaus and the Environmental Protection Agency, Jerome Miller and the Department of Youth Services, Miles Mahoney and the Park Plaza Redevelopment Project, David Sencer and the swine flu scare, Lee Brown and the Houston Police Department, Harry Spence and the Boston Housing Authority. Their work, together with Moore's analysis, reveals how public managers can achieve their true goal of producing public value.
Customer Reviews:
Still a key to new ways of thinking for public managers.......2004-01-15
Mark Moore postulates creating public value as a mode of practical reasoning and an alternative way of conceiving of the public policy challenge in relation with the public administrative enterprise. Moore offers a notion of strategic management in government as a way of linking the traditional study of ends in public policy with the traditional study of means in public administration. Moore postulates a strategic triangle, arguing that a useful conception of public value can be envisioned by managers if they integrate (1) substantive judgments of what would be valuable and effective (2) a diagnosis of political expectations (and legal parameters) and (3) hard-headed calculations of what is operationally feasible. The text articulates ways of thinking about and enacting public value in government, considers approaches and techniques for managing upwards toward politics and downwards toward organizational operations in relation to a wide variety of case studies, and concludes with a consideration of what consciousness or temperament is required of public managers if they are to be successful in managing, effectively and democratically.
The text is exceptionally well-written and is equally accessible to undergraduate students, graduate students, and practitioners. It remains a fundamental resource and an invaluable key to new ways of thinking for policy makers and administrators today.
Excellent and comprehensive.......2000-12-12
An excellent overview of the public manager as a creator of value. Moore does an excellent job drawing parellels to the private sector to illustrate how public managers need to address the needs of their consumers by creating value. The only downside of the text is the high level style of the writing, which sometimes makes it difficult to follow.
Strategist and Technician.......1999-12-17
This book is an excellent source for practising public managers and academics and students who interest in public administration. As time passed, people, their representatives and public managers change or need to change their paradigms. Moore indicates the reason why public organizations must change. Organizational posture and position always must be in accordance with external environment. From the perspective of Moore, public managers must move away from the technicians that work to realize the goals imposed by elected officials with the maximum efficiency to the strategists that analyze the environment and find new ways for creating more value for people. This does not mean bureaucrats are completely free and can think and do whatever they desire. We know this situation points to the demolishing of the democracy. But Moore stresses that public officials must be made accountable for the results and all the time they must be oversighted by citizens, representatives, press, interest groups and public at large. This book is not a How-to-do guide. But we can adapt the principles proposed to the unique circumstances of our organizations.
Strategist and Technician.......1999-12-17
This book is an excellent source for practising public managers and academics and students who interest in public administration. As time passed, people, their representatives and public managers change or need to change their paragigms. Moore indicates the reason why public organizations must change. Organizational posture and position always must be in accordance with external environment. From the perspective of Moore, public managers must move away from the technicians that work to realize the goals imposed by elected officials with the maximum efficiency to the strategists that analyze the environment and find new ways for creating more value for people. This does not mean bureaucrats are completely free and can think and do whatever they desire. We know this situation points to the demolishing of the democracy. But Moore stresses that public officials must be made accountable for the results and all the time they must be oversighted by citizens, representatives, press, interest groups and public at large. This book is not a How-to-do guide. But we can adapt the principles proposed to the unique circumstances of our organizations.
Book Description
Paul Light has captured the spirit of innovation. It is not about spectacular acts by individuals who labor against the odds, but about the hard work of building organizations in which innovation is expected and possible. It is about tilling the soil so that ideas can flourish. Anyone who wants to take their organization forward toward natural innovation should read this book.
--Walter F. Mondale
Any organization can innovate once. The challenge is to innovate twice, thrice, and more?to make innovation a part of daily good practice. This book shows how nonprofit and government organizations can transform the single, occasional act of innovating into an everyday occurrence by forging a culture of natural innovation.
Filled with real success stories and practical lessons learned, Sustaining Innovation offers examples of how organizations can take the first step toward innovativeness, advice on how to survive the inevitable mistakes along the way, and tools for keeping the edge once the journey is complete.
Light also provides a set of simple suggestions for fitting the lessons to the different management pressures facing the government and nonprofit sector. Unlike the private sector, where innovation needs only to be profitable to be worth doing, government and nonprofit innovation must be about doing something worthewhile. It must challenge the prevailingwisdom and advance the public good. Sustaining Innovation gives nonprofit and government managers a coherent, easily understood model for making this kind of innovation a natural reality.
Customer Reviews:
Great case studies; you go Minnesota!.......1999-08-16
Book opens with a Zoo, and I was hooked. I read the book voluntarily for a nonprofit management class, and I truly enjoyed it (which I cannot say for the big ol' Jossey-Bass Handbook and others I was forced to read). If you're familiar with the framework systems of Bolman and Deal, this is written from the Human Resources perspective and shows innovative ways of allowing creativity to enhance the mission of the nonprofit (or government agency) while using great examples based on 26 programs in Minneapolis and surrounding areas of Minnesota. If this interests you, I also suggest "Sacred Hoops" by Phil Jackson, and a book I just ordered called "Hope, Human, and Wild" about the Parana capitol city of Curitiba whose mayor is very into the planning part of Human Resource frame, very systems framed as well. So I give it two thumbs up. Go Light. Stay thin, baby.
Book Description
After more than a century of proliferation and growth, the nonprofit sector has reached a crossroads. The continued success of an organization's mission no longer depends on fresh, new programs and the extension of services, but on innovative management and revitalized organizational structure. The time has come for all nonprofits to consider mergers and alliances in their strategic plans. For many, this may seem a distasteful alternative after decades of Wall Street mergers made at the expense of workers, communities, and consumers-- but it doesn't have to be that way.
In Nonprofit Mergers and Alliances, Thomas McLaughlin describes a context for nonprofit mergers and discusses the forces that shape their use. He demonstrates that nonprofit mergers are fundamentally different from corporate mergers, that they can be of immense benefit to the community as well as the merging organizations, and that failure to merge can be disastrous for everyone. McLaughlin focuses on the concerns of the nonprofit sector: achieving the mission, retaining tax-exempt status, behaving responsibly in the community. He shows nonprofit managers and board members how to make their way through the merger process without repeating Wall Street misbehavior.
Using real-world examples and case studies, Nonprofit Mergers and Alliances offers clear, practical, step-by-step guidance through the merger process from preliminary considerations to actual implementation-- pointing out pitfalls and offering insightful commentary along the way. This immensely helpful volume provides:
* A penetrating discussion of the reasons to collaborate
* The C.O.R.E.(TM) model, a merger/alliance analysis framework
* Advice on partner selection
* Structure choice analyses
* Step-by-step guidance through merger and alliance processes
* A disk with forms and worksheets that any nonprofit can customize for its own needs.
Supplemented with easy-to-use checklists and analytical tables, Nonprofit Mergers and Alliances helps nonprofit board members and managers make the right decisions, monitor the entire process, anticipate problems, and find solutions quickly. The information contained in this book will help any nonprofit organization ensure the successful continuation of its mission in the immediate future as well as for years to come.
"We have two goals for this book. The first is to describe a context for nonprofit mergers, including a discussion of the forces helping to shape nonprofits' use of mergers and alliances. It is important that nonprofit managers and board leaders be aware of both the similarities and the differences in their sector's merger patterns and techniques. Ultimately, a nonprofit sector that knows well how to collaborate will be far more effective in the pursuit of its public-spirited mission . . . . The second goal is to provide concrete guidance based on actual nonprofit mergers." --From the author's Preface.
"Tom McLaughlin thoroughly addresses the subject in his timely and excellent new book Nonprofit Mergers and Alliances. It is a must for every nonprofit professional and board member." --Jere B. Ratcliffe Chief Scout Executive Boy Scouts of America.
"In a time when all nonprofit managers need to re-evaluate how to most effectively leverage the total assets of their organizations in support of their social mission, McLaughlin provides a comprehensive framework for understanding how to evaluate one's own organization and the tools needed to effectively link with potential partners." --Jed Emerson Executive Director The Roberts Foundation
"As the government continues to reduce both grants to and contracted services with nonprofits, some organizations are going to be forced to consider mergers and alliances. The key, as Tom so rightly points out, is to be prepared for change before there are no choices left. As usual, Tom is out in front of yet another business trend in the nonprofit sector." --Paul Clolery Editor in Chief Nonprofit Times.
Customer Reviews:
one of the best book written on the subject.......1999-04-22
McLaughlin does a painstaking job of providing an indepth analysis of mergers and strategic allainces in america's nonprofit sector. Highly recommended for scholars and students of nonprofit sector. An insighful work!
Book Description
This insightful guide shows how by joining forces, nonprofits can use consolidation as a strategic tool to enhance, rather than undermine mission. As nonprofits find ways to increase effectiveness in services and fundraising and face the growing competition for limited resources, they can focus on their real goal-serving their constituents.
Arsenault explores the various options for consolidation-including joint ventures and partnerships, management service organizations, parent corporations, and mergers. She also details the negotiation process and demonstrates how to design and frame the consolidation process in a positive and constructive way for staff, donors, and constituents. Written for nonprofit managers and boards, Forging Nonprofit Alliances determines which options are right for an organization and clearly defines the roles and responsibilities of all members of nonprofit board and staff in planning and implementing an alliance.
Book Description
Designed from the perspective of program managers, this book uses a “how-to” approach in examining the basic techniques and practices of human resource/personnel management. Each technique/practice is set within a strategic framework focusing on achieving organizational goals, and corresponds to exercises that provide action learning, hands-on experience for readers. Chapter topics cover organization of personnel function, planning, motivation, compensation, benefits, position management, staffing, designing appraisal systems, performance appraisal, training and development, employee rights, and labor relations. For first-line supervisors, and other individuals working in the area of Personnel Administration and Human Resources Management.
Average customer rating:
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Strategic Management in Non-Profit Organizations: An Administrator's Handbook
Robert D. Hay
Manufacturer: Quorum Books
ProductGroup: Book
Binding: Hardcover
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ASIN: 0899305512 |
Book Description
Administrators and directors of non-profit organizations (NPOs) face most of the same challenges and problems that confront their counterparts in profit making organizations. And while there are certain concepts of administration that are fairly universal in nature, they have to be applied sensitively to the unique situations facing every NPO. Author Robert D. Hay suggests that there is a body of knowledge that can be mastered by NPO managers that can transform a hit-or-miss approach into a professional method for achieving professional results within the context of each NPO's own unique environment, strengths and weaknesses, and managerial philosophy. Comprehensive in its approach, Strategic Management in Non-Profit Organizations covers not only the development of strategic management planning, but also its integration into the organization's operative functions, such as operations, marketing, personnel, and finance. A distinctive feature of the book is a self-management evaluation of various objectives, strategies, and policies of the various functions which each non-profit organization has to perform. The self-evaluations will aid administrators not only in making strategic decisions but also in evaluating the strengths and weaknesses of their performance in accomplishing the objectives. The three introductory chapters of Part I provide essential background material on the nature of NPOs, the nature of management, and the nature of strategy. Part II is concerned with strategy formulation as it is conditioned by each NPO's specific philosophy and goals. Integrating the overall mission into the operative functions of any NPO--operations, marketing, personnel, and financing functions--is addressed in Part III. In strategy implementation, the focus of Part IV, the major emphasis is placed on the managerial functions which have to be performed: planning, acquiring, organizing, leading, coordinating, and evaluating. Based on 15 years of research of 65 different non-profit organizations, Strategic Management of Non-Profit Organizations is an in-depth response to the needs expressed by these organizations. This volume will be profitably read by all who have a vital interest in providing the services of NPOs as well as those associated with public agencies.
Average customer rating:
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Managing Performance in the Public Sector
Hans de Bruijn
Manufacturer: Routledge
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Binding: Paperback
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ASIN: 041530038X |
Book Description
This title responds to the growing importance of performance measurement within political and administrative agendas. It looks at the effects of performance measurement on organizations, its risks and limitations and proposes new and positive ways in which measuring performance can be used. This is an excellent addition to the subject area, which is becoming more and more widely taught on management and administration courses worldwide.
Average customer rating:
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Strategic Management of Public and Third Sector Organizations: A Handbook for Leaders (Jossey Bass Business and Management Series)
Paul C. Nutt , and
Robert W. Backoff
Manufacturer: Jossey-Bass Inc Pub
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Binding: Hardcover
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ASIN: 1555423868 |
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