Professional Practice for Interior Designers, 3rd Edition
Average customer rating: 5 out of 5 stars
  • Bada Bing!
  • Read before you practice
  • Get It!
  • Must Have!
  • Fantastic!
Professional Practice for Interior Designers, 3rd Edition
Christine M., ASID, IIDA Piotrowski
Manufacturer: Wiley
ProductGroup: Book
Binding: Hardcover

GeneralGeneral | Architecture | Professional & Technical | Subjects | Books
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ASIN: 0471384011

Book Description

The tools needed to create and manage a thriving interior design practice

This essential sourcebook provides all of the information needed to establish and manage a productive, profitable interior design firm. Filled with savvy business and career advice, Professional Practice for Interior Designers, Third Edition delivers updated and expanded coverage of the full range of legal, financial, management, marketing, administrative, and ethical issues faced by sole practitioners, firm principals, and managers.

This comprehensive reference lays out clear, practical guidelines on how to structure a contract and prevent legal problems; work with other designers, allied professionals, clients, and vendors; and calculate fees that are both fair and profitable. Recommended reading for NCIDQ candidates, it offers easy-to-follow tips and instruction on how to:

Establishing a comprehensive foundation for effective business practice, Professional Practice for Interior Designers, Third Edition is the one-stop resource that no interior designer can afford to be without.

Customer Reviews:

5 out of 5 stars Bada Bing!.......2007-10-19

It was fast
It was what I ordered
Im happy, they're happy
Win Win!

5 out of 5 stars Read before you practice.......2005-09-23

I have practiced interior design for over 20 years and still found this book to be invaluable. The information about legal ramifications and insurance coverage was enlightening but also sobering. It's a must read for any design firm principal or freelance designer.

5 out of 5 stars Get It!.......2004-07-03

This book reads like a friend whispering all the good advice and secrets of the interior design business in your ear. I wish my Professional Practices class had used this text. It's a lot of information but Christine Piotrowski truly takes you by the hand and lets you know what you need to prepare for in a budding interior design business as well as how the interior design business is done in general. I will be referencing this book again and again. A huge thank you and bravo to Christine Piotrowski

5 out of 5 stars Must Have!.......2002-12-16

This book was used for both Business Practice For Interior Design & Sales and Marketing. I had no need to consult any other source. "This is a great book" THANKS..

5 out of 5 stars Fantastic!.......2002-10-28

Outstanding, fabulous, fabulous book. Extremely helpful to me in starting my own firm. Well written. Well organized. Invaluable.
The Experience Economy: Work is Theater and Every Business a Stage
Average customer rating: 4.5 out of 5 stars
  • Secret behind business success
  • excellent service
  • too much 'flowers' in conveying the message
  • Top Notch
  • Used for Designers
The Experience Economy: Work is Theater and Every Business a Stage
B. Joseph II Pine
Manufacturer: Harvard Business School Press
ProductGroup: Book
Binding: Hardcover

Strategy & CompetitionStrategy & Competition | Management & Leadership | Business & Investing | Subjects | Books
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  1. Field Guide for the Experience Economy Field Guide for the Experience Economy
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ASIN: 0875848192

Amazon.com

Sometime during the last 30 years, the service economy emerged as the dominant engine of economic activity. At first, critics who were uncomfortable with the intangible nature of services bemoaned the decline of the goods-based economy, which, thanks to many factors, had increasingly become commoditized. Successful companies, such as Nordstrom, Starbucks, Saturn, and IBM, discovered that the best way to differentiate one product from another--clothes, food, cars, computers--was to add service.

But, according to Joseph Pine and James Gilmore, the bar of economic offerings is being raised again. In The Experience Economy, the authors argue that the service economy is about to be superseded with something that critics will find even more ephemeral (and controversial) than services ever were: experiences. In part because of technology and the increasing expectations of consumers, services today are starting to look like commodities. The authors write that "Those businesses that relegate themselves to the diminishing world of goods and services will be rendered irrelevant. To avoid this fate, you must learn to stage a rich, compelling experience."

Many will find the idea of staging experiences as a requirement for business survival far-fetched. However, the authors make a compelling case, and consider successful companies that are already packaging their offerings as experiences, from Disney to AOL. Far-reaching and thought-provoking, The Experience Economy is for marketing professionals and anyone looking to gain a fresh perspective on what business landscape might look like in the years to come. Recommended. --Harry C. Edwards

Book Description

You are what you charge for. And if you're competing solely on the basis of price, then you've been commoditized, offering little or no true differentiation. What would your customers really value? Better yet, for what would they pay a premium? Experiences. The curtain is about to rise, say Pine & Gilmore, on the Experience Economy, a new economic era in which every business is a stage, and companies must design memorable events for which they charge admission. With The Experience Economy, Pine & Gilmore explore how successful companies-using goods as props and services as the stage-create experiences that engage customers in an inherently personal way. Why does a cup of coffee cost more at a trendy cafe than it does at the corner diner or when brewed at home? It's the value that the experience holds for the individual that determines the worth of the offering and the work of the business. From online communities to airport parking, the authors draw from a rich and varied mix of examples that showcase businesses in the midst of creating engaging experiences for both consumers and corporate customers. The Experience Economy marks the debut of an insightful, highly original, and yet eminently practical approach for companies to script and stage compelling experiences. In doing so, all workers become actors, intentionally creating specific effects for their customers. And it's the experiences they stage that create memorable-and lasting-impressions that ultimately create transformations within individuals. Make no mistake, say Pine & Gilmore: goods and services are no longer enough. Experiences are the foundation for future economic growth, and The Experience Economy is the playbook from which managers can begin to direct new performances.

Download Description

Future economic growth lies in the value of experiences and transformations--good and services are no longer enough. We are on the threshold, say authors Pine and Gilmore, of the Experience Economy, a new economic era in which all businesses must orchestrate memorable events for their customers. The Experience Economy offers a creative, highly original, and yet eminently practical strategy for companies to script and stage the experiences that will transform the value of what they produce. From America Online to Walt Disney, the authors draw from a rich and varied mix of examples that showcase businesses in the midst of creating personal experiences for both consumers and businesses. The authors urge managers to look beyond traditional pricing factors like time and cost, and consider charging for the value of the transformation that an experience offers. Goods and services, say Pine and Gilmore, are no longer enough. Experiences and transformations are the basis for future economic growth, and The Experience Economy is the script from which managers can begin to direct their own transformations.

Customer Reviews:

5 out of 5 stars Secret behind business success.......2007-10-24

A Harvard educated friend of mine told me about this book which created some interest, until I found out the most successful companies in the country were using this technique to rapidly expand their profitability. Then I couldn't wait to order it and find out for myself how these concepts applied to small business.

I wasn't disappointed and have recommended the book for years because even though it's a radical concept, it works. If you have ever wondered if price is the most important element in finding business success, this book will convince you otherwise. It's not about money- it's about the customers experience and when you know how to master this technique you will win customers for life along with word of mouth marketing that will be invaluable for your long term business success.

5 out of 5 stars excellent service.......2007-09-09

This was fast and accurate, and the quality was just what was advertised. Thank you!

3 out of 5 stars too much 'flowers' in conveying the message.......2007-06-20

When I bought this book, I hoped Mr Pine will more describe about the ultimate power of new era, the experience economy, and how that change should be adapted quickly for many variety industries settings to get survive. Meaning, I expect to find a practical guidance to overcome the battle.
I found many ideas poured into this book mostly already existed in some other books (not written by Joseph Pine, for sure), for instance putting the experience as value added in consumer goods to increase consumers' emotional benefits. In doing so, the manufacturer can have premium price to outdo the competition. I've heard of it as many as the idea of how to serve consumers in a new different way by using internet as interactive tool to preserve their satisfactions and to use it as new channel of distribution. I really hope he came up with new striking and distinctive ideas, not those hackneyed ones.

I somewhat think this book a little bit hard to understand. Mr Pine used and picked up some unusual vocabularies to convey his message. I always fall asleep everytime reading it. Surprising that it takes me a week to consume 2-3 pages whilst I spend a week to finish Harry Potter - Goblet of Fire in English version.

However, I thank to Joseph for inspiring me some new vocabs.

5 out of 5 stars Top Notch.......2007-06-01

Rarely do we get a truly new model to work with. This book provides a genuine breakthrough in how our life experience can be designed.

5 out of 5 stars Used for Designers.......2007-03-30

I am a college instructor in Web and Interactive design and development. I have used this book and the audio version as the cornerstone of my opening lectures each semester. All the concepts and tenents put forward apply to user Interface design that I use this book as part of my UX-User Experience driven courses. Understanding how we got here and having an idea of where we are going allows tommorrow's designers to create "experiences" today.

This should be on every design students required reading list....
Truth, Lies and Advertising : The Art of Account Planning
Average customer rating: 5 out of 5 stars
  • Excellent book, concise and insightful.
  • The best planning book I've read to date
  • Perfect
  • Excellent Introduction But Too Consumer Focussed
  • HighlyRecommended!
Truth, Lies and Advertising : The Art of Account Planning
Jon Steel
Manufacturer: Wiley
ProductGroup: Book
Binding: Hardcover

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ASIN: 0471189626

Book Description

"Account planning exists for the sole purpose of creating advertising that truly connects with consumers. While many in the industry are still dissecting consumer behavior, extrapolating demographic trends, developing complex behavioral models, and measuring Pavlovian salivary responses, Steel advocates an approach to consumer research that is based on simplicity, common sense, and creativity--an approach that gains access to consumers' hearts and minds, develops ongoing relationships with them, and, most important, embraces them as partners in the process of developing and advertising.

A witty, erudite raconteur and teacher, Steel describes how successful account planners work in partnership with clients, consumer, and agency creatives. He criticizes research practices that, far from creating relationships, drive a wedge between agencies and the people they aim to persuade; he suggests new ways of approaching research to cut through the BS and get people to show their true selves; and he shows how the right research, when translated into a motivating and inspiring brief, can be the catalyst for great creative ideas. He draws upon his own experiences and those of colleagues in the United States and abroad to illustrate those points, and includes examples of some of the most successful campaigns in recent years, including Polaroid, Norwegian Cruise Line, Porsche, Isuzu, "got milk?" and others.

The message of this book is that well-thought-out account planning results in better, more effective marketing and advertising for both agencies and clients. And also makes an evening in front of the television easier to bear for the population at large."

Customer Reviews:

5 out of 5 stars Excellent book, concise and insightful........2007-02-15

Really, I suppose, the type of book a planner should write.

It is a great introduction to what a planner is and does. A good textbook for anyone involved in advertising or dealing with ad agencies. A brilliant "manual" for planners.

5 out of 5 stars The best planning book I've read to date.......2007-01-12

There is a huge shortage of good account planning books. This effort by Jon Steele makes up for it. He is a man passionate about advertising (that's evident throughout the book) and very good at it too.

Jon covers the theoretical and practical aspects of account planning thoroughly and provides insights and advice for planners at all levels, account management staff, creative staff and clients.

Reading this book will show you how to improve the quality of your advertising product. It has certainly helped me do that at the agency I work for in New Zealand. One of the best buys I've made on Amazon.

5 out of 5 stars Perfect.......2006-11-15

Perfect! The book is absolutely AWESOME! A nice way of teaching a lesson about advertising!

4 out of 5 stars Excellent Introduction But Too Consumer Focussed.......2005-01-07

Without a doubt, this is the difinitive book on the art of account planning. Having been an account planner myself, I can assure you that no other book comes close in terms of providing 1) an overview of the discipline 2) a realistic account of how planning functions in everday situations within the agency 3) is done in an extremely readable and clear format unlike many other advertising strategy/research books which are more strategic textbook. Steel's book reads like a biography which is a testiment to his skill as a writer and as a planner.

However, I do have a few issues with this book in that it places too much emphasis on the power of the consumer in the planning process. I have known many non-planners who have read this book and come away with the idea that everything the consumer says and does is the word of God and planning is nothing more than a glorified consumer tape recorder. This in turn makes the planner's job more difficult in some respects as they in turn must justify all of their work with,"the consumer said this." Often, agency personal new to planning desperately want to strictly classify this multi-faceted discipline and often put it in in a smaller box (consumer) than it is suited for (incidentally, this often says something about the quality or lack thereof of those who you are working with).

The reality (for me anyway) is that account planning encompases many different skills and functions of which listening and interpreting what the consumer says is just one. Consumers are only a rear view mirror in that they can tell you what happened in the past but cannot predict the future. They are also extremely literal and what they say is not always what they mean or feel which is why instinct (a dirty word in many advertising circles) is so essential. Many great brands and briefs utliize a strong point of view rather than direct and literal consumer insight which is counter to the case studies that Steel uses to explain the 'planning process.'

Overall, this is an excellent 'introduction' into account planning. In a sense, the dilema that this book creates though, is also why planning is such a wonderful discipline. A planner's job cannot be easily classified in a sentence because there are so many diverse skills required of a first-rate planner.

5 out of 5 stars HighlyRecommended!.......2004-06-04

Successful ad campaigns are not linear developments where a business need meshes straightforwardly with an effective creative approach and actually produces successful tangible results. Instead, building memorable, provocative advertising campaigns is such a complex, political task, both rational and emotional, that a successful campaign is a wonder. Veteran advertising expert Jon Steel contends that building a good campaign is the common sense responsibility of the account planner - the new nexus of the consumer, agency creative staff, client and researchers. Steel shows the pitfalls of misguided research and creative arrogance as he explains that a good business-oriented account planner can help produce wonderfully effective, often simple, ad campaigns. His witty, erudite book concludes with its best case study: a look inside the successful "Got Milk" campaign for the California milk industry. We recommend this book to those who buy and sell advertising and to anyone working at an ad agency.
Supply Chain Management (3rd Edition)
Average customer rating: 5 out of 5 stars
  • A Brilliant Analysis of Three "Key" Interrelationships
Supply Chain Management (3rd Edition)
Sunil Chopra , and Peter Meindl
Manufacturer: Prentice Hall
ProductGroup: Book
Binding: Hardcover

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ASIN: 0131730428

Book Description

This book brings together the strategic role of the supply chain, key strategic drivers of supply chain performance, and the underlying tools and techniques for supply chain analysis. Students are able to articulate the strategic importance of supply chain thinking and support their ideas with evidence that can be built using models.

Customer Reviews:

5 out of 5 stars A Brilliant Analysis of Three "Key" Interrelationships.......2007-08-08


As Sunil Chopra and Peter Meindl explain in their Preface, the purpose of their book is to help those who read it to "develop an understanding of the following key areas and their interrelationships: the strategic role of a supply chain, the key strategic drivers of supply chain performance, and [the] analytical methodologies for supply chain analysis." I think their material will be of greatest interest and value to executives who are now centrally involved in management of larger organizations' supply chains. However, I think their book will also be of substantial benefit to others who are directly or indirectly involved as strategic allies in those supply chains, those who can also help to ensure effective management of them.

Chopra and Meindl carefully organize their material as follows:

Part I: Building a Strategic Framework to Analyze Supply Chains
Part II: Designing the Supply Chain Network
Part III: Planning Demand and Supply in a Supply Chain
Part IV: Planning and Managing Inventories in a Supply Chain
Part V: Designing and Planning Transportation Networks
Part VI: Managing Cross-Functional Drivers in a Supply Chain

I was especially interested in the final part because one of the greatest challenges when establishing and then sustaining an effective supply chain is to take into full account the need to get all participants in proper alignment, especially when cross-functional resources to achieve to achieve mutually-beneficial results. In Part VI, Chopra and Meindl respond to questions such as these:

1. What is the role of sourcing?
2. How to achieve design collaboration?
3. What are the most important "drivers" of pricing and revenue management?
4. What is IT's role?
5. What does effective risk management require?
6. What are the major barriers to effective coordination?
7. How to build strategic partnerships and trust between and among stakeholders?

Many readers (I among them) will also appreciate the provision of a "Summary of Learning Objectives" and "Discussion Questions" at the conclusion of each of the 17 chapters. Credit Chopra and Meindl with fully achieving their objectives when they set out to write this book: To help their readers to understand the strategic role of a supply chain, the key strategic drivers of supply chain performance, and the analytic methodologies for supply chain analysis.

Bravo!
Call Center Management on Fast Forward:  Succeeding in Today's Dynamic Inbound Environment
Average customer rating: 5 out of 5 stars
  • Unbelievably good
  • Wow! So This is How Call Centers Work!
  • Call Center Management ~On Fast Forward
  • Comprehensive handbook for management
  • Excellent book to get started and graduate yourself
Call Center Management on Fast Forward: Succeeding in Today's Dynamic Inbound Environment
Brad Cleveland , and Julia Mayben
Manufacturer: Call Center Press
ProductGroup: Book
Binding: Paperback

GeneralGeneral | Business & Investing | Subjects | Books
Customer ServiceCustomer Service | Industries & Professions | Business & Investing | Subjects | Books
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ASIN: 0965909301

Book Description

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.

Customer Reviews:

5 out of 5 stars Unbelievably good.......2007-01-12

It's hard to explain just how good this book is, but I'm going to try.

When I first ran across this book (late '90s), I had no prior call center analytic experience, but used this book to save my company over $4 million a year. It explains the basics of call center management, analytics & behavior so simply and effectively that you are likely to make huge value changes just by implementing those basics.

If you are already a call center whiz, and your company's call center are running smoothly with excellent customer service levels, there is still value here, but it's modest.

If your company is NOT doing its blocking and tackling, with repsect to its call centers, then this is a gold mine.

It literally is the highest ROI book I have ever purchased in terms of time and money.

5 out of 5 stars Wow! So This is How Call Centers Work!.......2002-08-22

I've generally been an IT Director and Project Manager, so I read this book to get a better idea of my customers' needs. I was pretty excited to discover that there's at least one good summary of what call centers do and how they do it. For my own sake--and perhaps yours--here's my summary of Brad and Julia's summary:

1. Incoming call center management is the art of having the right number of skilled people and supporting resources in place at the right times to handle an accurately forecasted workload, at service level and with quality.

2. Though average call load may be predictable, calls arrive randomly--which means that they often bunch up.

3. A service level is defined as "X percent of calls answered in Y seconds", not as "X percent answered" or "Average Speed of Answer". (The ASA is skewed by the bad times when calls bunch up.) Abandonment rates matter, too, but fixing abandonment problems usually means fixing service levels.

4. Service level and quality don't conflict. If you try to fix service level with poor quality, it comes back to bite you with more calls and demoralized reps.

5. A good forecasted call load--including talk time, after-call work, and volume--is critical for budgeting people and circuits. Often, a good forecast should predict load by the half hour, using previous data, knowledge of upcoming plans, and good judgment.

6. To determine staffing needs, use a variation of the Erlang C formula. Its input is the number of reps, number of callers forecasted, and the time to serve each caller; its output is a prediction of waiting time. (Even better, add an input for response time, and you'll get the percentage who'll wait longer than that!) If agents have different skills, you'll need forecasts and calculations for each set of agents.

7. More staff, less waiting, fewer phone lines for people on hold. Less staff, more waiting, more phone lines. Formulas exist for phone lines, too.

8. Not everyone scheduled is always working on customer service. Schedule accordingly. Be clever about work schedules to get the right number working at the right time. Service level results tell you whether you got it right.

9. If you have too few reps on duty, queues get long (service level goes down), more circuits are needed, and customers get frustrated, sometimes abandoning the call. If you have too many reps on duty, you spend too much paying for them to wait.

10. Give senior managers good reports, but make sure they understand the points above.

11. Monitor the number of calls in the queue and the longest current wait. Service level and other metrics tell more about the past than the present. Be ready with plans for unexpected load (reassigning, rerouting, delay announcements, busy signals).

12. There are lots of tools and graphs to measure aspects of quality. Use them to identify root causes, not beat your employees. Reps should adhere to schedules, and do good work. Use monitoring capabilities to coach. Measuring based on "calls per hour" is unreliable, and invites cheating.

13. Customers are getting more demanding, automated systems are taking the easy calls, so reps have to be better trained and more skilled.

14. Create a good environment that uses technology well.

The book was written in 1997, and I don't know whether it's been updated. The authors have some commentary about email-based, web-based, and CTI-based systems, but the next edition might want to say more about the similarities and differences between those and the traditional call center.

Overall, I'm happy to understand more about the math and science behind this discipline. As another reviewer commented, it's clear that IT Help Desks have something to learn from the Call Center experience.

5 out of 5 stars Call Center Management ~On Fast Forward.......2002-08-07

We were in the process of re-organizing our call center and based on the excellent reviews that I read, I choose this book. Well, the reviews were right. This book is excellent. It is very well written and explains all aspects of organizing and analyzing a Call Center. We have ordered a total of 6 copies and they are being utilized by the V.P. of Operations, Operations Manager, IT dept, and the Customer Service Dept.

5 out of 5 stars Comprehensive handbook for management.......2002-07-10

The perfect book for the people that are managing the call centers. Especially when call center is just a part of your responsibility and you need a comprehensive and ehhaustive in-depth description of call center activities. Great book. Good for both excecutives to understand what the call center managers are doing (even in terms of languages they speak, very usefull, if you are not able to undestand sometimes the cc managers you need the book) and call centers managers in order to understand how to present their work to the executives.

5 out of 5 stars Excellent book to get started and graduate yourself.......2002-06-03

This is excellent book to get started on concepts, key metrics in call center. I really liked the writting style and the way author has explained different concepts. I had no background in call center and I could comprehend almost all the concepts in this book.

I would recommend this book to any one who wants to know concepts, metrics and KPI within a call center environment.
Strategic Marketing Problems: Cases and Comments, 10th Edition
Average customer rating: 4 out of 5 stars
  • Chapter two is most valuable!
  • Shippment
  • Strategic Marketing Problems... Not Solutions
  • Great and comprehensive
  • A good book...
Strategic Marketing Problems: Cases and Comments, 10th Edition
Roger Kerin , and Robert Peterson
Manufacturer: Prentice Hall
ProductGroup: Book
Binding: Hardcover

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ASIN: 0131421840

Book Description

This best-selling book is dedicated to the development of decision-making skills in marketing. It introduces concepts and tools useful in structuring and solving marketing problems, while extensive case studies provide an opportunity for those concepts and tools to be employed in practice. Consisting of 10 chapters and 43 cases that feature contemporary marketing perspectives and practices, this book covers the topics of marketing management: its foundations; financial aspects; decision-making and case analysis; opportunity analysis, market segmentation, and market targeting; product and service strategy and brand management; integrated marketing communication strategy and management; pricing strategy and management; the control process; and comprehensive marketing programs. For marketing executives and professionals.

Customer Reviews:

4 out of 5 stars Chapter two is most valuable!.......2007-03-22

Chapter two has a really good, in depth, review of basic marketing math.

4 out of 5 stars Shippment.......2005-07-08

Book was in perfect condition with the exception of some small damage that occurred during shipping. The company packaged it well, I think the postoffice just used metal straps during shipping which damaged the book a little. But the company shipped it out immediately which is appreciated!

3 out of 5 stars Strategic Marketing Problems... Not Solutions.......2003-08-17

I was disappointed. The book does contain some interesting thoughts, but 90% of the content is a description of companies facing marketing problems (case studies with a lot of facts). The author doesn't offer the solutions and best practises that would help solve these problems. While reading this book, i felt i was eating a burger without meat. Something is missing...

This is a good book for teachers who want case studies for their students to work on. It's a classroom book. It's not a good book if you want want to read marketing theory and best practises (if you're already in the management world).

5 out of 5 stars Great and comprehensive.......1998-05-28

I am a MBA Candidate with a finance focus who had the pleasure to use this book. Never before had I imagined that marketing could have the amount of numerical focus that this book shows. There's a case for every type of industry and many world-famous companies in this book. What else is missing from an introduction to marketing text?!

4 out of 5 stars A good book..........1997-10-23

I'm a MBA student in marketing. This book is good, but just that... good. I'm absolutely certain that somewhere has to be a book about strategic marketing that has a little more information (that's the problem, little theory and plenty of numbers) and not so expensive. Teresa M. Rodríguez
Client at the Core: Marketing and Managing Today's Professional Services Firm
Average customer rating: 5 out of 5 stars
  • Marketing 101, 201, & 301 for Professional Services
  • Gerry Riskin (co-author Herding Cats and Beyond Knowing
  • Required reading for my marketing leaders
  • Aquila and Marcus Deliver Practice Advice for Success
  • Focus on Application
Client at the Core: Marketing and Managing Today's Professional Services Firm
August Aquila , and Bruce W. Marcus
Manufacturer: Wiley
ProductGroup: Book
Binding: Hardcover

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ASIN: 0471453137

Book Description

"Clients At The Core is an essential blueprint to helping us all take the next steps. The authors, battle scarred by the evolution of professional firm management and marketing from then to now, have captured the changing needs of the firms in this turbulent new economic era. This is a well-written book that uses plain language to convey practical, well thought-out ideas."
- Patrick J. McKenna, a leading international consultant to professional service firms

"The authors have captured the changing role of professional services marketing and firm management. There is valuable insight [in this] down-to-earth guide to competing successfully in the new environment."
- David Maister, author and consultant

"The book is a masterpiece! Aquila and Marcus have produced the essential guide for managing a professional services firm. They've marshaled their considerable real-life experiences and far-reaching vision into a veritable operating manual for the successful firm."
- Rick Telberg, Editor at Large, American Institute of Certified Public Accountants

"At its heart, this book is the running shoe for legal and accounting professionals who want to put the client first. Following the evolution of the industry over the past twenty-five years, this must-have for every professional services firm is the key to leading in the turbulent and highly competitive waters ahead."
- Richard S. Levick, Esq., President, Levick Strategic Communications, LLC coauthor, Stop the Presses: The Litigation PR Desk Reference

"Client selection and retention is one of the critical success factors for a professional services firm, and Aquila and Marcus do a masterful job at educating us on the necessary ingredients of each. The chapters on firm governance and paying for performance are thought provoking and certainly challenging to the conventional wisdom. If you want a better understanding of marketing and leading a professional firm in these turbulent times, this book is essential."
- Ronald J. Baker, author, Professional's Guide to Value Pricing and The Firm of the Future

"Client at the Core is a commonsense approach to keeping your professional services firm relevant in the twenty-first century's client-driven economy. Aquila and Marcus have hit a home run with their insightful analysis and poignant prose."
- Jeffrey S. Pawlow, Managing Shareholder, The Growth Partnership, Inc.

Download Description

"August Aquila and Bruce Marcus reward readers of Client at the Core with an imaginative map for the perilous journey through the twists and turns of marketing and managing today's professional services firm. It is creative and thorough."
-Gerry Riskin, Partner, Edge International
"The authors have captured the changing role of professional services marketing and firm management. There is valuable insight [in this] down-to-earth guide to competing successfully in the new environment."
-David Maister, author and consultant
"The book is a masterpiece! Aquila and Marcus have produced the essential guide for managing a professional services firm. They've marshaled their considerable real-life experiences and far-reaching vision into a veritable operating manual for the successful firm."
-Rick Telberg, Editor at Large, American Institute of Certified Public Accountants
"At its heart, this book is the running shoe for legal and accounting professionals who want to put the client first. Following the evolution of the industry over the past twenty-five years, this must-have for every professional services firm is the key to leading in the turbulent and highly competitive waters ahead."
-Richard S. Levick, Esq., President, Levick Strategic Communications, LLC
coauthor, Stop the Presses: The Litigation PR Desk Reference
"Client selection and retention is one of the critical success factors for a professional services firm, and Aquila and Marcus do a masterful job at educating us on the necessary ingredients of each. The chapters on firm governance and paying for performance are thought provoking and certainly challenging to the conventional wisdom. If you want a better understanding of marketing and leading a professional firm in these turbulent times, this book is essential."
-Ronald J. Baker, author, Professional's Guide to Value Pricing and The Firm of the Future
"Client at the Core is a commonsense approach to keeping your professional services firm relevant in the twenty-first century's client-driven economy. Aquila and Marcus have hit a home run with their insightful analysis and poignant prose."
-Jeffrey S. Pawlow, Managing Shareholder, The Growth Partnership, Inc.

Customer Reviews:

5 out of 5 stars Marketing 101, 201, & 301 for Professional Services.......2005-08-31

This book should burnish the authors' already high reputations for having cogent, jargon-free, and street-smart things to say about what it's really like to try to market professional services. An unusual blend of (clear and lucidly stated) theory about marketing, and real-world insights into obstacles clients can throw up--not to mention the high barrier of internal resistance that "professionals" instinctively erect when asked to be marketers--this should be your starting point if you're facing the complexities of marketing in this environment.

Think that "marketing is just common sense?" Think again; it's both a discipline and an art. Aquila and Marcus will guide your hand at both.

5 out of 5 stars Gerry Riskin (co-author Herding Cats and Beyond Knowing.......2005-06-12

August Aquila and Bruce Marcus reward readers of Client at the Core with an imaginative map for the perilous journey through the twists and turns of marketing and managing today's professional services firm. It is creative and thorough.

5 out of 5 stars Required reading for my marketing leaders.......2004-09-25

August Aquila and Bruce Marcus have written a clear and comprehensive view of what every accounting or law marketer needs to know about this new, unprecedented professional services environment. Their book not only explains the new environment, but it's also a rich primer of practical "how-to" advice on all the marketing tools available to the professional services marketer. Strategy is fine, but I find that few books get down to the step-by-step implementation tactics involved in winning new business like this book does - that's one of its best points of differentiation. After reading it, I bought copies for every one of my regional, industry, service line and national marketing leaders.

5 out of 5 stars Aquila and Marcus Deliver Practice Advice for Success.......2004-09-07

In "Client at the Core: Marketing and Managing Today's Professional Services Firm," (Wiley, 2004) August J. Aquila, based in Minnetonka, Minn., and Bruce W. Marcus, in Easton, Conn., a pair of veteran consultants, combine their considerable experience, skill and insight into a veritable strategic planning operator's manual for today's consulting firm.

From the outset, they acknowledge "the professional world doesn't need another book on how to write a press release or write a brochure or run a seminar."

Instead, they provide a new perspective on the crucial subject of how to keep firms relevant to the needs of the marketplace -- mainly, creating clients and building a marketing culture.

They don't get tied up in ideas like "vision," or "mission."

Instead they talk about the new realities of the 21st Century and professions in turmoil: dot-coms gone bust, a stock market meltdown, and a rash of frauds, defalcations, misuse of corporate funds; and then a reformist reaction, still unfolding, that the authors term "a helter-skelter regulatory rush that was at least as punitive as it was appropriate. It would seem that the regulatory garment was cut to fit all, when all don't wear the same size."

"The time is past when just the presence of the professional was its own comfort factor. It's long been believed that the concept of the professional was so exalted, and so trusting, that people accepted advice unquestioningly. No more. The scandals of 2002 and 2003 seem to have bred a diminished - if unwarranted -- respect for professionals," they say.

"Traditionally, professional services have been a seller's market," according to Aquila and Marcus. But now the tables are turned. "It is now a buyer's market."

For today's professionals, here are six lessons you can take to the bank according to the authors:

1. Clients are more sophisticated. They no longer accept advice without questioning, challenging, demanding more reasoning and detail.

2. Because of the complexity of business today, clients demand that their professionals know more about the client's business and industry than ever before.

3. Professional services always function best when trust is at the heart of the relationship, but the corporate scandals of recent years have eroded that trust. That trust must now be regenerated. And the workings of trust are more important in the new economy than in the old.

4. Once the narrow structures of a profession were sufficient to serve clients. But clients now demand a broader spectrum of capabilities. The more broadly educated and well-rounded professional is the one with the greater advantage in meeting the needs of today's client. Clients demand that accountants know more than the basic skills of accounting.

5. Competition is now a fact of life. Clients know they have a choice.

Clients know the difference between marketing promises and professional services delivery. Today's client demands more real service and solutions -- not just a warm personal relationship.
To Aquila and Marcus, the new paradigm of professional services requires a new demand for partnership with the client and new participatory skills.

As they say: It's a buyers' market. Get used to it.

(...)

5 out of 5 stars Focus on Application.......2004-08-22

"Meaty and rich with texture. The authors understand the application of marketing concepts to the CPA profession at a very deep level, and communicate clearly and concisely."

"Every page was another 'Yes!' when reading about the application of marketing principles to the CPA world. The authors nailed it."

Naked Conversations: How Blogs are Changing the Way Businesses Talk with Customers
Average customer rating: 4.5 out of 5 stars
  • Very Helpful
  • Great book!
  • Every Marketing person should read this book
  • A Practical Guide to Corporate Blogging
  • Good ONE
Naked Conversations: How Blogs are Changing the Way Businesses Talk with Customers
Robert Scoble , and Shel Israel
Manufacturer: Wiley
ProductGroup: Book
Binding: Hardcover

GeneralGeneral | Business & Investing | Subjects | Books
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ASIN: 047174719X

Amazon.com


Editorial Reviews
Amazon.com
About the Authors:

Robert Scoble helps run Microsoft's Channel 9 Web site. He began his blog in 2000 and now has more than 3.5 million readers every year. Scoble's blog has earned acclaim in Fortune magazine, Fast Company, and The Economist.

Shel Israel played a key strategic role in introducing some of technology's most successful products, including PowerPoint, FileMaker, and Sun Microsystems workstations.He's been an expert on innovation for more than twenty years.

An Excerpt from Naked Conversations:

Bloggings's Six Pillars: There are six key differences between blogging and any other communications channel. You can find any of them elsewhere. These are the Six Pillars of Blogging:

1. Publishable.Anyone can publish a blog.You can do it cheaply and post often. Each posting is instantly available worldwide.

2. Findable. Through search engines, people will find blogs by subject, by author, or both. The more you post, the more findable you become.

3. Social. The blogosphere is one big conversation. Interesting topical conversations move from site to site, linking to each other. Through blogs, people with shared interests build relationships unrestricted by geographic borders.

4. Viral. Information often spreads faster through blogs than via a newsservice. No form of viral marketing matches the speed and efficiency of a blog.

5. Syndicatable. By clicking on an icon, you can get free "home delivery" of RSS- enabled blogs into your e-mail software. RSS lets you know when a blog you subscribe to is updated, saving you search time. This process is considerably more efficient than the last- generation method of visiting one page of one web site at a time looking for changes.

6. Linkable. Because each blog can link to all others, every blogger has access to the tens of millions of people who visit the blogosphere every day.

You can find each of these elements elsewhere. None is, in itself, all that remarkable. But in final assembly, they are the benefits of the most powerful two-way Internet communications tool so far developed.

Other Blogging Books

Blogging For Dummies

Buzz Marketing with Blogs For Dummies

Publishing a Blog with Blogger


Book Description

From the creator of the number one business blog comes a powerful exploration of how, and why, businesses had better be blogging: Naked Conversations.

According to experts Robert Scoble and Shel Israel, blogs offer businesses something that has long been lacking in their communication with customers -- meaningful dialogue. Devoid of corporate-speak and empty promises, business blogs can humanize communication, bringing companies and their constituencies together in a way that improves both image and bottom line.

The authors use more than 50 case histories to explain why blogging is an efficient and credible method of business communication. You'll find yourself excited about the possibilities blogs present after reading just a few pages. Discover how:

Featuring a foreword by Tom Peters, this is a resource you and your business can't do without.

Download Description

From the creator of the number one business blog comes a powerful exploration of how, and why, businesses had better be blogging According to these experts, blogs offer businesses something that has long been lacking in their communication with customers-meaningful dialogue. Devoid of corporate-speak and empty promises, business blogs can humanize communication, bringing companies and their constituencies together in a way that improves both image and bottom line. With a Foreword by Tom Peters, author of such business bibles as In Search of Excellence, this book uses more than 50 case histories to explain why blogging is an efficient and infinitely more credible method of business communication. Blogs are easily linked, allowing information to spread rapidly, and blog readers are active, not passive, participants in the communication. Business and marketing decision-makers will find themselves excited about the possibilities after just a few pages. Interviews with Mark Cuban of the Dallas Mavericks, Bob Lutz from General Motors, Jonathan Schwartz of Sun Microsystems, and other prominent business leaders showcase how businesses are beginning to use blogs to connect with customers in new ways Explores how blogging has changed the rules of communication and competition Gives business owners the tools to launch an effective blogging strategy and the reasons why they should Robert Scoble (Redmond, WA) is a technical evangelist who helps run Microsoft's Channel 9 Web site. He is also the company's best-known blogger, whose blog is read by more than 3.5 million people annually and is the top-ranking business blog among Technorati's Top 100. Shel Israel (San Carlos, CA) has been a consultant for more than 20 years and played a key strategic role in introducing some of technology's most successful products, including PowerPoint, FileMaker, and Sun Microsystems' workstations.

Customer Reviews:

4 out of 5 stars Very Helpful.......2007-08-09

As a novice blogger and blog reader, I found this book to be a very helpful initiation into the culture of blogging. While the authors can be a bit "preachy" at times, they do get their message across and I find that their views on what blogging is all about ring true.

If you are already out there in the blogosphere, you will probably not find anything new here. However, if you are just getting your start, and especially if your business is just getting its start in blogging, this is an important book to read.

4 out of 5 stars Great book!.......2007-07-23

I'm really enjoying the book. I'm blogging for my company, and was very interested in the insights of these men. They offer far more than just blogging guidelines - they offer a window into how our communication styles have developed in the digital age, and how to serve our employers with our communications.

Great book - I'm recommending to friends.

Received quickly & in great condition.

4 out of 5 stars Every Marketing person should read this book.......2007-06-01

Blogs are another way of marketing a company's products and services and drawing folks into the raison d'etre for the company doing certain things, or going in a certain direction. Websites offer information, but no dialog.
My take on this book is that .. this is a must read for every Marketing person. Blogs have a huge potential for making companies look human and help sell products.
The book is very 'straight from the heart'. You can see that all over the place :). These guys are really into blogging and passionately so.
The industry examples are very good. Google and Apple not encouraging blogging was a big surprise.

5 out of 5 stars A Practical Guide to Corporate Blogging.......2007-04-07

Naked Conversations is an insightful guide to the phenomenon of corporate blogging. Robert Scoble and Shel Israel have taken the fundamental message of The Cluetrain Manifesto--the claim that `markets are conversations'--and explored its business implications. Less visionary than The Cluetrain Manifesto, Naked Conversations is far more practical and instructive. It's the kind of book that you could recommend to your boss if he wanted to know why he should encourage his employees to blog about work.

The authors put forward a convincing case that businesses large and small need to take blogging seriously. On the one hand, corporate blogging can provide excellent return on investment, particularly in terms of search engine rankings but also, less quantifiably, in shared community perceptions. On the other hand, ignoring the blogosphere or entering it without taking account of its culture risks injuring a company's credibility. A key point is that blogging, unlike traditional public relations, is as much or more about listening as it is about speaking.

The authors divide the book into three sections. The first provides a series of case studies exploring different aspects of corporate blogging. Scoble and Israel point to corporate (and national) culture as the major differentiator between companies which encourage blogging and those which do not. Some companies like Google and Apple have turned corporate secrecy into a competitive strategy. Others simply let the big boss blog, preferring not to allow the minions to express themselves in their own voices. Microsoft and Sun are among the forward-thinking corporations which recognize the public relations value of encouraging their employees to talk online about the products and ideas they care about. The second section gives very practical tips about how and how not to blog about business. The third section, which is the shortest, provides a broader perspective on the place of blogging among other emerging technologies and trends.

Robert Scoble did a tremendous job with Channel 9 while he was at Microsoft. His video interviews introduced me to the people building the technologies I use everyday. I now feel a kind of personal connection to Microsoft and its employees. This would never have happened through advertising and traditional public relations. It came as a result of letting employees speak publicly about what they are working on. Rather than thinking about the company as a `Borg,' I regard Microsoft as a collection of extremely interesting and creative individuals who also listen and respond to what others have to say about their products.

Naked Conversations is not a technical book about how to set up a blog. Rather, it's an introduction to the culture of blogging and how it contributes to business today. Clearly, anyone considering blogging about business will want to read this book first--not just to avoid getting `dooced'--but to gain the right perspective on the risks and returns of talking and listening to customers online.

3 out of 5 stars Good ONE.......2007-03-28

I think the book is really good if you don't have read any book about blogs.
Just in this case, buy it.
Otherwise, just read blogs, do not need any book.
At least this is what I think.

Best Regards,
Essentials of Health Care Marketing
Average customer rating: Not rated
    Essentials of Health Care Marketing
    Eric N Berkowitz
    Manufacturer: Jones & Bartlett Pub
    ProductGroup: Book
    Binding: Paperback

    ReferenceReference | Health, Mind & Body | Subjects | Books
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    ASIN: 0763783501

    Book Description

    Essentials of Health Care Marketing, Second Edition, is a complete curriculum of marketing management tools and techniques and is ideal for graduate courses, though advanced undergraduates can readily grasp the level of presentation. Chapters include learning objectives, key terms, and chapter problems for discussion. The text is filled with examples from a wide array of health care providers, health systems, HMOs, physician-hospital organizations, and more, the chapters cover market research, strategy, and the strategic marketing process. This ideal teaching tool includes an Instructors' Manual and PowerPoints™.

    This book provides a reader with a foundational knowledge of the principles of marketing and their application in healthcare. Moreover, as health care has changed over the past twenty years, this text provides a perspective of how the application of marketing principles also must shift in terms of their strategic application to respond to the changing environmental forces of the marketplace.
    Working with Microsoft Dynamics(TM) CRM 3.0
    Average customer rating: 4.5 out of 5 stars
    • The right guidance for CRM
    • Very Helpful
    • Not Helpful
    • Worth the Investment!
    • Excellent Informative Reference Book for Microsoft CRM 3.0
    Working with Microsoft Dynamics(TM) CRM 3.0
    Mike Snyder , and Jim Steger
    Manufacturer: Microsoft Press
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    5. Special Edition Using Microsoft CRM Special Edition Using Microsoft CRM

    ASIN: 0735622590

    Book Description

    Get a practical, hands-on introduction to the fundamentals of adapting Microsoft CRM 3.0 to meet your specific business needs. With topics that include developing new functionality, designing implementations, and integrating Microsoft CRM with other business applications#151;including Microsoft Office Outlook- and Microsoft SharePoint- Products and Technologies#151;this is the only book written for both developers and those who implement business solutions. Authored by experienced practitioners, this book provides case studies, integration and performance guidelines, and toolsets#151;the information you need to help you create successful CRM solutions. This book also explains how to maintain Microsoft CRM, making it of interest to IT professionals who support Microsoft CRM users. And power users will learn how to customize individual Microsoft CRM experiences. This introduction includes a 120-day evaluation copy of Microsoft CRM 3.0, as well as sample data and code samples on the Web.

    Customer Reviews:

    5 out of 5 stars The right guidance for CRM.......2007-08-27

    Finally...a useful MS CRM book. Mike and Jim actually addressed the CRM issues that are important rather than just describing what CRM screens look like. Well written, understandable, useful examples. It's better than all the other MS CRM books I have looked at.

    4 out of 5 stars Very Helpful.......2007-05-14

    Very helpful book - Gives the reader a precise idea of what can be done/customized with that powerful software. I recommend it!

    2 out of 5 stars Not Helpful.......2007-05-09

    A worthless book for the most part. It's written to administrators, not the average user, so there is no help on actually using the software.

    And if it's written to administrators, all it covers is the obvious that can easily be found in the documentation or discerned by the average IT pro.

    So I'm not sure who this book is for.

    5 out of 5 stars Worth the Investment!.......2007-04-18

    I thought this was a great MS CRM book.

    The book is well written, easy to follow and packed with useful info on how to get the most out of MS CRM.

    It is definitely aimed at the CRM administrator rather than the end user.
    Some programming knowledge would be useful for customization but for most of the book; administrator access and an interest in CRM would suffice.

    5 out of 5 stars Excellent Informative Reference Book for Microsoft CRM 3.0.......2007-03-28

    Working with Microsoft Dynamics CRM 3.0 edition is easier to understand and find what you are looking for. I have implemented another brand of CRM and I find it well written even from the viewpoint of someone who is a Business Analyst and not a Systems Administrator. Although, you will need systems administrator privileges to setting up and configuring the "time limited" software on the CD included with the book and you need knowledge of Microsoft SQL Server and Exchange Server.

    Because Microsoft Dynamics ERP can now make extensive use of it Microsoft's CRM is a valuable tool to enhancing the business users experience and productivity. Ultimately, learning how to provide CRM's robustness to the end user in a helpful manner and easily navigated will be the challenge of the Business Analyst and Developer. Hopefully, most administrators will simply role out CRM rules based on a set of defined guidelines per work functions or as an application indicate. Ad hoc CRM changes could produce a difficult operational and user environment.

    I suggest, extending the capabilities at either the client side or server end for working with outside applications with a Business Analyst or Developer to maintain productivity.

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    2. Public Relations: Strategies and Tactics (8th Edition)
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    6. Restaurant Franchising
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    8. Sell Your Book on Amazon: The Book Marketing COACH Reveals Top-Secret "How-to" Tips Guaranteed to Increase Sales for Print-on-Demand and Self-Publishing Writers
    9. Sell Your Book on Amazon: The Book Marketing COACH Reveals Top-Secret "How-to" Tips Guaranteed to Increase Sales for Print-on-Demand and Self-Publishing Writers
    10. Selling 101: What Every Successful Sales Professional Needs to Know

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