Book Description
In today’s competitive marketplace, customer relationship management is critical to a company’s profitability and long-term success. To become more customer focused, skilled managers, IT professionals and marketing executives must understand how to build profitable relationships with each customer and to make managerial decisions every day designed to increase the value of a company by making managerial decisions that will grow the value of the customer base. The goal is to build long-term relationships with customers and generate increased customer loyalty and higher margins. In Managing Customer Relationships, Don Peppers and Martha Rogers, credited with founding the customer-relationship revolution in 1993 when they invented the term "one-to-one marketing," provide the definitive overview of what it takes to keep customers coming back for years to come.
Presenting a comprehensive framework for customer relationship management, Managing Customer Relationships provides CEOs, CFOs, CIOs, CMOs, privacy officers , human resources managers, marketing executives, sales teams, distribution managers, professors, and students with a logical overview of the background, the methodology, and the particulars of managing customer relationships for competitive advantage. Here, renowned customer relationship management pioneers Peppers and Rogers incorporate many of the principles of individualized customer relationships that they are best known for, including a complete overview of the background and history of the subject, relationship theory, IDIC (Identify-Differentiate-Interact-Customize) methodology, metrics, data management, customer management, company organization, channel issues, and the store of the future.
One of the first books designed to develop an understanding of the pedagogy of managing customer relationships, with an emphasis on customer strategies and building customer value, Managing Customer Relationships features:
Pioneering theories and principles of individualized customer relationships
An overview of relationship theory
Contributions from such revolutionary leaders as Philip Kotler, Esther Dyson, Geoffrey Moore, and Seth Godin
Guidelines for identifying customers and differentiating them by value and need
Tips for using the tools of interactivity and customization to build learning relationships
Coverage of the importance of privacy and customer feedback
Advice for measuring the success of customer-based initiatives
The future and evolution of retailing
An appendix that examines the qualities needed in a firm’s customer relationship leaders, and that provides fundamental tools for embarking on a career in managing customer relationships or helping a company use customer value as the basis for executive decisions
The techniques in Managing Customer Relationships can help any company sharpen its competitive advantage.
Download Description
In today’s competitive marketplace, customer relationship management is critical to a company’s profitability and long-term success. To become more customer focused, skilled managers, IT professionals and marketing executives must understand how to build profitable relationships with each customer and to make managerial decisions every day designed to increase the value of a company by making managerial decisions that will grow the value of the customer base. The goal is to build long-term relationships with customers and generate increased customer loyalty and higher margins. In Managing Customer Relationships, Don Peppers and Martha Rogers, credited with founding the customer-relationship revolution in 1993 when they invented the term "one-to-one marketing," provide the definitive overview of what it takes to keep customers coming back for years to come.
Presenting a comprehensive framework for customer relationship management, Managing Customer Relationships provides CEOs, CFOs, CIOs, CMOs, privacy officers , human resources managers, marketing executives, sales teams, distribution managers, professors, and students with a logical overview of the background, the methodology, and the particulars of managing customer relationships for competitive advantage. Here, renowned customer relationship management pioneers Peppers and Rogers incorporate many of the principles of individualized customer relationships that they are best known for, including a complete overview of the background and history of the subject, relationship theory, IDIC (Identify-Differentiate-Interact-Customize) methodology, metrics, data management, customer management, company organization, channel issues, and the store of the future.
One of the first books designed to develop an understanding of the pedagogy of managing customer relationships, with an emphasis on customer strategies and building customer value, Managing Customer Relationships features:
Pioneering theor
Customer Reviews:
CS BOOK.......2005-08-09
Solid book on CS- long read!
Many good points-
Wish there was a cliff notes version
The book that was missing.......2004-09-08
This book fills in the empty space of academic books in CRM. Most of the publications and articles I've read deal with research on the subject and companies selling their programs. In this book Peppers and Rogers compiled a comprehensive text with theory, research and contributions from other authors that are a valuable tool for the under and graduate level.
Highly Recommended!.......2004-08-06
This very extensive text on customer relationship management leaves nothing unsaid or unexplained. Authors and editors Don Peppers and Martha Rogers tackle the subject with admirable organization, clarity and depth. They define every important term and do not lose the reader in marketing jargon - a rare virtue in a book about marketing. The text, including contributions from other well-known experts in the field, propounds a well-developed theory of customer relationship management (CRM) and sets out numerous examples to illustrate, explain and clarify the theory. Useful as a handbook, textbook or reference manual, the book covers - among many other core subjects - customer identification and differentiation, customer feedback, an analysis of retailing and basic tools for CRM. We highly recommend this book to service-oriented managers and executives. To form profitable relationships with your customers, first get friendly with Peppers and Rogers.
Taking One-to-One marketing to the CEO's agenda.......2004-07-28
Having just finalised an e-business thesis on Online Personalization, I must say that this book is an impressive source on the strategic level for what is synonymously called CRM, One-to-One marketing, relationship marketing, etc.
What I like about Peppers & Rogers is that they don't pretend to be the only ones to have seen this shift in customer-focused organizations (although they were first-movers in US by coining the term One-to-One in 1993). Peppers & Rogers accept readily that many other people have interesting perspectives to add. Thus, this book includes many contributions from marketing wizards like Philip Kotler, Seth Godin, Bruce Kasanoff, and Patricia Seybold.
The book is the sixth from the authors. If you have read some of the previous publications, you'll already be familiar with their core concepts like the IDIC-model (Identify-Differentiate-Interact-Customize), as well as Learning Relationships and customer Lifetime Value.
I believe that Peppers & Rogers' most important contribution is to change a company's focus from customer acquisition to customer retention. That is: Stop spending all you money getting new customers and start spending more on keeping and growing existing customers. This is where the learning relationships come in. The basic idea of Managing Customer Relationships, the authors concisely describe in plain English:
The Learning Relationships work like this: If you're my customer and I get you to talk to me, and I remember what you tell me, then I get smarter and smarter about you. I know something about you my competitors don't know. So I can do things for you my competitors can't do, because they don't know you as well as I do. Before long, you can get something from me you can't get anywhere else, for any price. At the very least, you'd have to start all over somewhere else, but starting over is more costly than staying with me.
Being a Dane, I'm proud to see the reference made on page 172 that the relationship theory can be traced back to the Scandinavian School of Relationships Management (e.g. Gronroos and Gummeson). Back in the 1980's, both were required reading in Scandinavian business schools. They often researched service firms and B2B-networks and based on this knowledge, they emphasised the contents and types of the business relationships and the required strategies to make these relationships work. It wasn't until the 1990's that CRM-initiatives took off in the United States - and usually they have been very technology-driven. Today, we all accept that you need both the relationship mindset and the technology-enabler. So the two approaches may ultimately achieve the same goals.
Peter Leerskov,
MSc in International Business (Marketing & Management) and Graduate Diploma in E-business
Don and Martha Do It Again!.......2004-05-25
Another stellar effort by the pioneers of one-to-one. This book tackles CRM on several different fronts, and includes thoughtful pieces from a range of expert contributors. The book features both tactics and theory, including a helpful history on the emergence of CRM as a major business philosophy and some of the original research behind relationship theory. A hefty reference, and a useful one!
Book Description
Become a successful information technology consultant!
This is the only book on the market that will teach you the crucial "soft skills" of communication, facilitation, and presentation, plus a methodology for applying IT analysis skills to meet your client's business needs. Using an organized, common sense approach based on his 15 years experience as an IT consultant, Rick Freedman presents this landmark method for partnering with clients, collecting and analyzing data, creating recommendations, and delivering business benefits to clients.
You'll learn how to:
Develop rewarding and mutually beneficial client relationships
Help clients visualize the end product of IT systems consulting projects
Negotiate projects that have clear goals, specifications, budgets, and schedules
Market proposals to executives, managers, and users
Plus, the accompanying CD-ROM provides you with customizable job aids for use in your own work.
Never again will you be simply a "technician-for-hire." Whether you're a newcomer to consulting or a seasoned professional, The IT Consultant provides you with a blueprint for developing your advisory skills, providing quality services, and building successful client relationships.
Customer Reviews:
its like getting $2000 training in the form of a book........2006-09-25
This book is a bit dry in places, BUT the content more than makes up for it.
I recommend this to any consultant. It will improve your level of thinking about what you do a whole higher level. Yes, it does have many effective "tips".
Discouraging.......2006-01-24
I was disappointed in the contents of the book. Although some of the information was helpful, each chapter ended with how difficult it was to be an independent IT Consultant. Also, the book is written from a UK perspective and does not focus on many aspects that are specific to the US, including new legislation (SOX) or sub-contracting.
Over-rated.......2002-10-23
This is a good book - but by no means a classic. It is perfect for its target market - geeks who don't know about business and business value and just want to read a summary of information available from more authoritive sources.
Better books include "Managing the Professional Service Firm" or "Secrets of Consulting" by Weinberg.
A great Read.......2001-11-13
I thoroughly enjoyed reading this book from cover to cover. It's a sure must for anyone wanting to understand and learn about being an IT consultant. I wish I had this book around when I was a consultant. It describes exactly what an IT consultant is, the roles & responsibilities and attributes needed for this exciting career. Face it, most jobs today are very much IT focused, and we're all into IT in one way or the other. This gets my thumbs-up!
Insightful!.......2001-08-04
Author Rick Freedman spent many years as a consultant and his textbook and accompanying CD offer a lot of orderly advice aimed at both the novice consultant and the veteran consultant who wants to improve. Freedman covers such topics as the business of advice, the IT (information technology) consulting framework and developing superior consulting skills. Freedman's main argument is that consultants should train so that they can be of more help to their clients. Successful consultants, he maintains, rely more on their people skills than on their technical gifts. Freedman also gives aspiring consultants advice on how to remain competitive in securing and keeping clients. He instructs consultants to read a steady stream of periodicals and books to keep up with the vast daily changes in technology. We [...] suggest that you can use his book and CD set to find out everything you ever wanted to know about consulting - including how hard it is - but never knew who to ask.
Book Description
Getting Divorced? Protect Yourself . . . and Your Money
"This book combines basic tax law with the practicalities of protective analysis and negotiation technique. It provides an extremely valuable `thinking man's' checklist. Women should also find the book interesting reading." -DAVID CLURMAN, PHILLIPS NIZER BENJAMIN KRIM & BALLON LLP
"This is an invaluable treatise that guides men through every `nook and cranny' of the divorce process, from the decision to split to its lifelong aftermath. I wish this book had been available twenty-five years ago when I went through my own divorce." -DAVID W. SMITH, PRESIDENT, AMERICAN SOCIETY OF CORPORATE SECRETARIES
You are not alone. The statistics are startling. Close to 500f marriages end in divorce, and everyone-from your children to your spouse-will benefit from your preparation for the rough road ahead.
Divorce Rules for Men gives you hard-hitting practical advice, with numerous real-life examples, on how to save thousands of dollars on your divorce. It will give you information on finding the right attorney, filing procedures, negotiating an equitable property settlement as well as alimony or maintenance and child support, communicating with your children, and preparing for divorce court.
Authors Martin Shenkman and Michael Hamilton cover every aspect of the divorce process, including:
- What you need to know before filing for divorce
- Getting back on your feet afterward
- How to do your own divorce
- How to protect your assets
Don't go into a divorce proceeding unprepared. Divorce Rules for Men gives you all the information you need to get through the rough spots and come out ready to start a new life.
Customer Reviews:
Very helpful........2004-06-15
I found this book to be very helpful.
Book Description
You need loyal customers, not just satisfied ones. Managing the Customer Experience: Turn Customers Into Advocates shows you how to manage your customer experience and reap the rewards.
Customer Reviews:
How to "experience the brand" and "brand the experience".......2006-06-08
Actually, the title of this book is somewhat misleading because Smith and Wheeler have as much of value to say about how to create an appropriate customer experience as they do about how to manage it effectively. In fact, the two are not only connected, they are interdependent. The ultimate objective is to establish an ever-increassing critical mass of customers who are "advocates" or as Ben McConnell and Jackie Huba would characterize them, "evangelists."
Obviously, customer relationship management (CRM) is a multi-stage process which begins with obtaining sufficient and relevant information about the target customer (or customer segments), proceeds through the design and implementation phases, continues with refinement and modification based on rigorous evaluation of CRM initiatives and measurement of their impact. Effective marketing creates or increases demand for whatever is offered whereas effective CRM ensures that "customer satisfaction" becomes "customer loyalty" which, eventually, becomes and remains "customer advocacy."
At this point, it is worth noting that, in several dozen research studies on what customers consider to be most important, three attributes were almost always ranked among the top five: feeling appreciated, convenience (i.e. easy-to-do-business-with or ETDBW), and perceived value. Cost? Depending upon which research study is consulted, it was ranked 9-14 in importance. By the way, Warren Buffett once observed something to the effect, "Cost is what you charge but value is what they think it's worth." Marketers and service providers would be well-advised to keep that in mind.
Credit Smith and Wheeler with providing a remarkably thorough analysis of how to manage the development of relationships with customers which evolve from their satisfaction to loyalty to advocacy. As Bernd Schmitt correctly notes in the foreword, "Towards the beginning of this book, the authors distinguish two key routes toward a Branded Customer Exerience: `experiencing the brand' and `branding the experience.' Experiencing the brand...begins with the brand, turns it into a promise, and delivers on it. Branding the experience is about creating an innovative experience for customers and then branding it.."
Starbucks offers an excellent example. Under Howard Schultz's leadership , the international chain of gourmet coffee shops demonstrates how to combine "excperiencing the brand" and "branding the experience." The result is that Starbucks has become, as Schultz proudly notes, not a "trend" but a "lifestyle." Perhaps no other organization treats its part-time employees treats better (both compensation and benefits) and they reciprocate with a consistency high level of service (both competence and cordiality) and thus function as - yes - advocates. According to Schultz, "What we've done is said the most important component in our brand is the emplopyee. The people have created ther magic. The people have created the experience." Appropriately, Schultz entitled his autobiography Pour Your Heart Into It.
One final point. Most organizations which have problems retaining valued customers probably also have problems retaining valuable employees. Hence the even greater relevance and value of what Shaun Smith and Joe Wheeler share in this book. Peter Drucker once observed, "If you don't have a customer, you don't have a business." There corollary to that insight: "If you don't employees who are competent and cordial as well as committed to the enterprise, you won't have any cuistomers."
Those who share my high regard for this book are urged to check out McConnell and Jackie Huba's Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force, Leonard L. Berry's Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success and On Great Service: A Framework for Action as well as Theodore Levitt's The Marketing Imagination (which includes his classic HBR article, "Marketing Myopia"), Kenneth E. Clow and Donald Baack's Integrated Advertising, Promotion, and Marketing Communications (Second Edition), George E. Belch's Advertising and Promotion: An Integrated Marketing Communications Perspective, P. R. Smith and Jonathan Taylor's Marketing Communications: An Integrated Approach, and Noel Capon and co-authors' Total Integrated Marketing: Breaking the Bounds of the Function.
Also, Irving Rein and co-authors' High Visibility: The Making and Marketing of Professionals into Celebrities, Kellogg on Marketing (edited by Dawn Iacobucci), Kellogg on Integrated Marketing (co-edited by Iacobucci and Bobby Calder), and finally, Harry Beckwith's What Clients Love: A Field Guide to Growing Your Business.
Great book with new ideas.......2005-12-05
We do Graphic Design for Restaurants which is all about "The Experience". We have not only started using some of the suggestions for our own firm, but are purchasing copies for clients as Christmas presents.
a must read for CEO's.......2003-06-04
As the CEO of a software company, I have been searching for PRACTICAL advice for enhancing the experience for our customers. Most books I have seen are full of theory and are basically worthless. If you don't walk away from this book with a list of action items, then you obviously don't care about serving your customers.
I believe that this book will be on my desk as a reference for a long time. It will take a couple of years to implement all that I learned.
Definitely worth the read!
Not just philosophy, but how to design around the customer.......2003-05-03
Unlike others in the field, Wheeler and Smith lay out what you need to do to consciously design a business that consistently gives the customer an experience that lives up to their brand. In the rush to cost control, we often forget that it's easy to make life difficult for the customer, and the result is massive damage to the brand, even to the point of destroying the organization.
A must read, especially in uncertain times, where the tendency will be to cut, without regard for the customer.
Managing the Customer Experience.......2002-12-05
We all know that the customer has already become the decision maker of company operations in the digital economy. Without custmers, no company can survive. Shaun's book certainly uncovers the secrets on how to sustain the performance and growth of the company. He illustrates his proven model with a number of cases we can benchmark. In this regard, I dare to say that this book may be used by all business people as the bible of management.
Amazon.com
After fourteen years of working shoulder to shoulder with GE tough guy Jack Welch, Roseanne Badowski is not afraid of what she calls the "s-word." She argues that all of us are secretaries as well as managers. In Managing Up, Badowski leverages lessons she learned in building a stellar relationship with her boss. She offers smart and solid advice beginning with her "Can you start on Monday?" interview with Welch, and then turning to the skills of "navigating a boss Monday through Friday." The book' s chapter titles may sound prosaic, but her approach crackles with energy and fresh ideas. For example, she writes about trust by including "time-tested phrases for breaking bad news." She details the perils of being unprepared and puts in a good word for nagging. She also makes a persuasive argument for the advantages of cultivating impatience to enhance productivity. With splashy anecdotes and checklists, Badowski offers realistic and and disciplined counsel. Hero worshippers be warned: Although Welch wrote the book's introduction, Badowski is such an engaging no-nonsense advisor that she becomes the most compelling manager represented in her book. --Barbara Mackoff
Book Description
Everyone has a boss. And anyone who has aspired to move up the corporate ladder knows that their relationship with those they report to is crucial. In Managing Up Rosanne Badowski offers a straightforward, entertaining, no-holds-barred account of what it takes to make your relationship with your boss work to your advantage, no matter where you stand in the corporate hierarchy.
Told through rich, colorful anecdotes about her years spent working with one of the smartest, most demanding and dynamic business leaders of the twentieth century, legendary GE CEO Jack Welch, Badowski reveals the secrets to career success she has gleaned over the years. At heart, it’s about working with the person above you to create a productive and effective partnership.
Everyone is a manager, in one way or another, Badowski points out. She discusses first-hand what it’s like to have to be a mind reader, to anticipate the future, to plan for the unexpected, and to perform the impossible. With refreshing candor and a hint of attitude, Badowski’s advice is unlike any other. She advises us that “Impatience is a virtue,” to “Have no shame,” and to “Beware the too-quiet office.” Having worked in one of the most challenging, high-profile corporate environments anywhere, no one knows more about prioritizing, about making decisions on behalf of your boss, about sifting through a daily barrage of data and information, about multitasking at warp speed, and exhibiting grace under fire. Ultimately, Badowski says, excelling at what you do is about a shared passion for the job.
Managing Up is an invaluable guide for managing your career and juggling responsibilities with finesse and confidence. It should become a management bible for anyone hoping to get ahead in their profession.
From the Hardcover edition.
Customer Reviews:
Touch of fame elevates Welch's secretary's management tips.......2006-10-19
This is the reminiscence of a famous CEO's secretary, but it is better than you might expect. Jack Welch's former executive assistant and now author Rosanne Badowski spins anecdotes nicely. She also provides some possibly inadvertent grains of salt to season everything else you may have read about her boss. However, the idea that her warmly chatty observations can generate a respectable book is a tribute to the power of his legend - and her entertaining recollections. The image of a CEO whose secretary has to go through his trash to keep track of what he's been doing is very revealing. So is the idea of a secretary going behind her super-boss like Mommy behind a toddler, turning off faucets he can't be bothered to shut for himself. Welch acknowledges in the forewordthat he was a difficult, sometimes aggravating boss. He says Badowski, "lived and breathed work," and he praises her "loyalty, discretion and forgiveness" and well as her long hours, the care she took with confidential information and her talent for dealing with those who seek it. Badowski pulls few punches, so you may well agree with Welch's self-assessment after you read her book. However, Welch was also, on occasion, a brilliant manager, and Badowski became a strong one, too. We find that her up-close viewpoint includes some useful managerial insights and just enough gossip to keep your batteries charged.
Should have been called "My Life with Jack Welch".......2005-11-12
I was disappointed by this book for three reasons. First, the key points Badowski makes about "managing up" are tediously self evident. I already knew this information before reading the book. Second, the author teaches via anecdotes, which is not an effective way to elaborate on key points here. She spends too much time talking about her experiences with Jack Welch, in effect, snuffing out any worthwhile analysis. Finally, the book is laced with logical fallacies, contradictions, and improper advice. For example, instead of being "detail-oriented," the author advises her readers to aspire toward "perfectionism," which is both crippling and problematic. Overall, I felt like I was stuck at a dinner party across from a secretary, name dropping and telling me stories.
Right on Target..........2005-06-10
...which explains her success as a partner with Jack Welch.
Ro has hit the nail on the head here. It's not really about keeping his favorite yogurt on tap or catering to his needs, it's about removing the obstacles and the minutiae so that the leadership can lead instead of wasting time on those things that can be done by others. It's more about being a true partner than it is about being a sterotypical assistant.
My take on this book is that although written by an assistant, it is applicable to anyone who has a boss and who wants to be a solution instead of just an employee. Many people take issue with being asked to handle things that they deem are "personal" for thier boss. That conversation is a waste of time and will be a deciding factor on how high you will go in your career. Make no mistake, for leaders of large organizations, there is no distinction between a personal and a work life. They are one. So, Ro really points out that being a solution for Jack sometimes meant that she had to make sure those "personal" things were managed to completion by someone other than Jack. That freed Jack up to take care of business.
Pre-managing your boss is a great way to bring speed to the entire organization. Ro stated early on that she was a creator of time. That is one of the most powerful offers that one can make to their boss and their organization. Time is the most precious asset that many of us claim to not have enough of. By ensuring that Jack didn't have to sweat the small stuff and sift through unneccessary crap, she was able to create the time for Jack to become the leader he is and to bring more prosperity to the organization and the people who support it. Be it personal or business, she handled it.
Observe also, that while many may think of Rosanne Badowski as just an assistant who wrote a book, she obviously has enough insight and leadership skills of her own to be the assistant of one of the most powerful CEO's for 14 years and...she wrote a book about it. I am also quite sure that she has enjoyed some prosperity as a result of her success with Jack.
Insulting.......2004-11-03
I found this book insulting to women. The issue I have is that Roseann catered to her boss.. keeping his favorite yogurt on hand. I personally was completely turned off when she wrote that she had no family (husband/kids). If this is the kind of life you want.. to be the "left hand" of a powerful person, then this would be the book for you. I'd be more impressed if Roseann fulfilled her role at work AND had a family.
True Comments about Creating Success in any Organization.......2004-05-21
Ro writes a good book because it is all about what matters in creating a successful relationship with those above, below and beside you. Too often books are full of theory and go way too far on processes. The ability to relate insightful information using examples and stories is much more telling of a great communicator. Rosanne Badowski tells it like it is, was and should be to create successful relationships with those around us. Success is not only a goal but it becomes the "Passion" of those that strive for it.
To describe situations of success along with failures is telling that we must strive to do our best as long as it takes no matter how hard the path. Badowski invites you into her daily toils, strategic goals for success and her laugh a day world under Jack Welch. A great story about people and how they make the difference in an organization and how accepting those differences, makes a truly great organization. A great book for all of us to enjoy.
Book Description
Over 80% of the businesses in the United States are family-owned and managed. From the corner deli or barbershop to global empires in brewing, media, and cleaning products, family businesses employ over half of the country's workforce, and are the dominant business model in many countries around the world. Family businesses embody the entrepreneurial spirit that drives innovation and economic growth and that represents the hopes and dreams of millions for independence, self-sufficiency, and wealth. And yet the track record for entrepreneurial businesses is poor: over three-quarters will fail during the first five years and only 10% will survive a decade. Family business statistics show that fewer than one-third pass successfully to a second generation, often the result of insufficient planning. Edward Hess, who has researched and served as a consultant to family businesses for over 20 years, argues that the business and the family are distinct overlapping living organisms, constantly changing and influencing each other. In order for both to thrive, each family business must establish a proactive process for defining roles, articulating goals, and communicating them constantly. Drawing from numerous in-depth examples (both positive and negative) and presenting templates and other practical resources, Hess offers a fascinating glimpse into the dynamics of family business management and specific strategies to promote the health of the enterprise--involving family business leaders and members, non-family employees, board members, and shareholders. A comprehensive guide, The Successful Family Business covers the spectrum of topics from creating a family values statement and code of conduct to resolving conflicts among siblings to managing transitions in leadership and the potential sale of the business. Other issues include: defining perks and benefits (for family and non-family members), working with the board of directors, and going public. Hess concludes with a series of operating rules that apply to every family business and a listing of practical references and resources. The result is a book that will help anyone involved in a family business to develop successful practices that both maximize the value of the business and enhance family relationships.
Customer Reviews:
Excellent Insights.......2006-11-12
This was the first book I had read on family businesses and I found Ed Hess's insights very useful. As a consultant who works with many family owned and/or operated businesses, the book helped me understand the ins and outs of such businesses in a clear and concise fashion. I recommend it for anyone who wants to understand the unique nuances of family-owned businesses and ensure the long term success of them.
A must for a family business.......2006-08-19
I have not only studied this fine text, but I have bought copies for four friends with family businesses. I am personally aware of many of the pitfalls associated with a family business, but reading this book increased the breadth of my awareness greatly. And, most important, it provided great insight into how to deal with these many issues. I believe strongly that being forewarned is being forearmed, and this book provides invaluable warnings and solutions regarding family business challenges. I personally believe it is a must read for all members, direct and indirect, of family businesses.
A. Whitaker.......2006-08-02
As a Financial Services professional focused on advising Ultra-High Net Worth individuals and families during and after significant liquidity events, I have been witness to the issues that arise prior to, during, and after the sale of a family business. Ed Hess has thoroughly explored the realities that families must face when creating a succession plan. Hess also thoroughly discusses the typical exit options that exist for business owners as well as the qualitative considerations that families should explore before selling a business. I highly recommend this book and plan to use it as a reference tool on an on-going basis.
The Successful Family Business: A Proactive Plan for Managing the Family and the Business .......2006-07-30
Acquainted with Prof. Hess, I was looking forward to reading the book, as it is on a subject with which I was not fully familiar. I was not dissappointed. Straightforward, well organized and with great case studies, I believe I now better understand this specialized area of business. I recomment this book for anyone working in or advising a family business, and am lending my copy to a good friend with a considerable family business interest.
Family Planning.......2006-02-22
This book represents a complete summary of relevant, major issues facing any family business. Each of these issues will be actively managed or at least contemplated in the life of any family business and the long term success and viability of the organization is dependent on how or if the issue is resolved. Ed Hess provides thought provoking guidance on how to deal with each problem encountered. He points out the relationship and dependency of many of the issues to each other and the need for timeliness in addressing the subjects. This book is a must read for CEO's and Directors of growing family businesses.
Book Description
MODULE 5: MANAGING CONFLICT AND WORKPLACE RELATIONSHIPS shows you how to manage your own emotions, as well as those of others. Creative conflict, along with harmony and synchronicity in the workplace are issues too many of us have avoided because we simply didn't understand them or didn't know what to say. This practical textbook will help you understand conflict and how to deal with it.
Book Description
Behind every successful manager is a successful employee. The key to moving up? MANAGING UP For readers seeking a surefire career-booster or simply looking to improve their relationship with their boss, this is a welcome guide written specifically to provide them with the skills needed to build a productive, mutually beneficial relationship with their boss.
With the inspiring collection of ideas, strategies, and tactics found in MANAGING UP, readers will learn to: * Enhance their relationship with their supervisor in a constructive and effective manner * Accurately read their boss's likes and dislikes * Provide the kind of support that helps their boss succeed * Make sure they're in tune with their boss's goals * Build mentoring and networking relationships throughout the organization * Handle criticism, deal with problem bosses, and more.
Customer Reviews:
Good advice for two types of audiences, see review.......2006-06-23
This book has very good advice that will be most useful to two types of audience. For new graduates, seeking a first professional job it's a quick and useful read. It is also good for the rank and file employee who is too hurried to do in-depth reading, but wants to make some quick and dirty improvements in the way they interact with their boss.
This title is based on sound principles, but it doesn't go into a lot of depth. There are literally 59 different short chapters, each with an often useful worksheet about that area. In a sense, you can use this book to get a 59 point perspective on what you are doing well and where you can make improvements.
For those who are seasoned professionals, a lot of this information will be things they already know. However, quickly and consciously surveying these various performance areas periodically can raise awareness of them.
While I think this book is most useful to the audiences I mentioned, I still think it has merit for everyone. You should just know what you are getting before you buy. Much of this information is repeated in other books, but if you are looking for a quick summary of basics this may be just what you need.
Basic advice with few details.......2004-10-09
The basic premise of Managing Up is a good one: yes there are problem bosses, and the best way to deal with them is to be pro-active and not assume that it's up to them to recognize their deficiencies and change on their own. As much as we want our bosses to change spontaneously, we must recognize that we can always do better in our own work. By being a better employee, we can improve our relationships with our bosses. This is absolutely correct.
Unfortunately, Managing Up chooses breadth instead of depth. With 59 tips that range from "do good work" to "deal effectively with stereotypes and prejudices", it provides few concrete details in each of its short chapters. In one chapter, the authors suggest becoming familiar with such thinkers as Blanchard, Drucker, Weisbord, and Hertzberg (surprisingly, they omit Covey), but do not include a single one of their books in the bibliography and suggested reading list. In another they describe four different types of bosses and suggest that you may need to adapt to your boss's style, but leave it to the reader to determine how to do so. Perhaps this would have been less frustrating if they had included a list of suggested further reading at the end of each chapter.
Managing Up does not sugar-coat its advice. It suggests mediation rather than law suits in cases of discrimination, warning that being right isn't always enough (unless you are fighting for others who come after you). Although there is the occasional innovative tip such as writing a brief weekly report of your accomplishments, much of the advice in this book is common sense. While it's not a bad idea to read some common sense advice every once in a while, especially if you are on bad terms with your boss, many people who take the initiative to read Managing Up will already be doing much of what the book suggests. For the rest, reading Managing Up may be a good use of their time.
handy, realistic, easy read.......2004-05-16
Wasn't preachy and from the writing it's obvious the writer is an old hand at organisational dynamics. It was also written without getting too embroiled in the emotional rambling. I identified with many of the scenarios described, and the advice proved useful. Clear, concise and highly readable.
Insightful!.......2001-07-21
If your notions of how to get along with your boss stopped at the admiring-the-family-photos-on-the-credenza stage, here's how to move it along. Michael Dobson and Deborah Singer Dobson advance kissing-up to a new, practical level, as they straightforwardly explain their boss-wrangling concepts. You can read the brief chapters in bite-size chunks and each one ends with a worksheet. While these concepts about understanding your boss and playing to the boss's priorities are not particularly innovative, they are useful and accessible. The Dobsons wrote their book as much for the folks in the cubicles as for the fellow in the office with his feet on the desk. Reading this book won't change your boss's personality - but it might blunt his pitchfork. We [...] recommend it to staffers who want to get ahead by getting along with the boss, the gatekeeper to the top. And if that takes a little manipulation, well, hey, it's business.
Pretty good basic reading for rookies.......2001-07-11
I didn't finish reading the book because I had lost my interest in it. Notwithstanding, the contents are all good and correct. However, having worked for more than 4 years now, I've already known all the ingredients need to climb up the ladder. The problem to me is how to do it effectively and efficiently without leaving a kiss up perception, which is hardly covered in this book. However, if you're a "rookie", a first year employee, a fresh graduate, then this might be the book to read so that you can gain an impressive "hello" effect to your managers and colleagues. In fact, you could actually just browse the table of contents to get the meat of the book.
Book Description
No company can be an island in today's business world. Each one is locked into a complex network of relationships with suppliers, customers and other business partners. To be effective, managers within companies must constantly assess these relationships and the intentions, actions and reactions of their counterparts within them. Indeed, managing its relationships and its position in the business network has become the critical task on which a company's very existence stands or falls.
This new edition of Managing Business Relationships aims to help managers and students understand the reality of business networks and how to manage in them. It has been entirely rewritten to include the latest thinking and research from the IMP (Industrial Marketing and Purchasing) Group.
The book
* provides a structured way to understand business networks and their effect on the practicing manager.
* offers a complete analysis of management in different relationships including those with suppliers, customers, distributors and development partners.
* includes a brand new and easy to understand model of managing in networks.
This book is vital reading for students of business marketing, purchasing, business networks and relationship management at the MBA and final year undergraduate level. It will also be a valuable resource for all managers operating in business markets, including those in purchasing, marketing, technical development and distribution.
Book Description
The rapid globalization of the software industry, combined with ease of software distribution worldwide, has transformed the industry into a vast network of alliance relationships. By partnering with resellers, system integrators, and others, a software company can extend its reach to customers in markets and geographies that would otherwise be closed to it, or accessible only at great expense and effort. But the actual structuring of a software alliance has often been a hit-and-miss proposition . . . until now.
Written by a seasoned intellectual property lawyer, Creating Software Alliances takes a comprehensive yet detailed look at how a software alliance agreement can be drafted to maximize profits for the software vendor. By analyzing the critical provisions of an alliance contract on a clause-by-clause basis, Creating Software Alliances promises to (1) reduce the time and expense of negotiating software partnerships, and (2) provide software companies of all kinds with the tools to strengthen their alliance relationships.
Creating Software Alliances also addresses the art of managing software alliances; revenue recognition issues that may arise; and special considerations when software companies expand overseas. It is a must-have resource for every executive and professional interested in making software alliances work.
Praise:
"Michael Whitener has done a brilliant job with Creating Software Alliances. Advice this valuable is rarely heard outside of a law firm's offices. If you're a decision-maker in the software industry, you should read this book." --John Sharp, Chairman and CEO, Authentium, Inc.
"This book is a must read for any software company that is selling through channels. It will reduce risks and lead to higher revenues." --Harald Horgen, President,The York Group
"Successful alliances have a clear business strategy, well-crafted structure, and flexible management. This book is a must-read for business development and legal executives crafting software alliances. It explains in plain English how the scope, terms, conditions, and framing of these deals can be designed to reach strategic goals and set the stage for productive partnerships." --Ben Gomes-Casseres, Co-author, Mastering Alliance Strategy and Professor, Brandeis University
Customer Reviews:
Very useful book.......2007-03-28
As an alliance professional, I'm always on the look-out for books that deliver real insight and useful strategies for structuring and maintaining business partnerships. I must have read a dozen business books that have the word "alliances" or "partnering" or "channels" in their title, but most have been a disappointment. They've been too vague or too academic to offer any true value.
"Creating Software Alliances" is different. For one thing, the author is clearly someone who's been "in the trenches" actually negotiating business partnerships. He understands that it takes much more than good intentions to devise mutually profitable alliances, and that the expectations and commitments of both parties must be put in writing rather than left to chance. What I found particularly useful was the way the author took a standard alliance agreement and used it as a springboard for discussing the various contractual aspects of a business partnership, including such issues as geographic and product scope, sublicense rights, joint business plans, prices and price protection, and so on.
This is one of those rare business/legal books that really delivers on what it promises.
Books:
- Marketing Channels (7th Edition) (Prentice Hall International Series in Marketing)
- Marketing Financial Services to Seniors
- Mastering Professional Services
- Microeconomics and Behavior
- Milady's Standard Textbook for Professional Estheticians
- Naked Conversations: How Blogs are Changing the Way Businesses Talk with Customers
- Packaging Girlhood: Rescuing Our Daughters from Marketers' Schemes
- Patents, Copyrights & Trademarks for Dummies
- Phrases That Sell : The Ultimate Phrase Finder to Help You Promote Your Products, Services, and Ideas
- Principles of Marketing (Principles of Marketing)
Books Index
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General
| Business & Investing
| Subjects
| Books
Return on Customer: Creating Maximum Value From Your Scarcest Resource
The CRM Handbook: A Business Guide to Customer Relationship Management (Addison-Wesley Information Technology Series)
Harvard Business Review on Customer Relationship Management
Managing Customers as Investments: The Strategic Value of Customers in the Long Run
CRM at the Speed of Light, 3e
