All Summaries

All Summaries

 
Angel Customers and Demon Customers Selden, Larry | Colvin, Geoffrey Portfolio , 2003 Customer Focus, Leadership, Management

In their research and experience, Selden and Colvin have consistently found that the bottom 20 percent of customers, by profitability, (those they call demons) often generate losses that are equal to more than 100...

 
 
Lean Thinking Womack, James P. | Jones, Daniel T. The Free Press , 2003 Innovation, Management, Productivity

In 1990, Womack and Jones published The Machine That Changed the World, with the objective of sending a wake-up call to organizations still struggling in the antiquated world of mass production. Thus,...

 
 
Conquering Consumerspace Solomon, Michael R. AMACOM , 2003 Customer Focus, Marketing

According to Solomon, marketing has entered a realm in which branding is: "bagels, tortillas, and croissants" (rather than "white bread"), "consumer.com", the individual’s search for meaning, the tie that binds, and...

 
 
Absolute Honesty Johnson, Larry | Phillips, Bob AMACOM , 2003 Human Resources, Leadership, Management, Social Responsibility

With shocking revelations of deliberate corporate dishonesty and manipulation appearing almost daily in the media, many are beginning to wonder if the realities of business and the concept of integrity are, by...

Audio summary available
 
 
Built to Learn Purington, Cliff | Butler, Chris | Gale, Sarah Fister AMACOM , 2003 Management, Personal Growth

In 1998, aerospace giant, Rockwell Collins, was representative of the outdated approach to organizational learning that existed throughout the business world. Its training program, budgeted for $17.3 million, was...

Audio summary available
 
 
Cycles Dychtwald, Maddy The Free Press , 2003 Human Resources, Personal Growth

In past generations, when the average human life span was much shorter, people journeyed along a predictable, linear, chronological path that ran through birth, education, work, marriage, childrearing, retirement, and...

 
 
Beyond Selling Value Shonka, Mark | Kosch, Dan Dearborn Trade Publishing , 2002 Customer Focus, Marketing

Although many experts believe that the advent of the frictionless, boundaryless economy has caused the demise of the direct sales professional, Shonka and Kosch think this view is an exaggeration. Yes, sales channels...

 
 
Marketing Insights from A to Z Kotler, Philip John Wiley & Sons, Inc. , 2003 Marketing

For more than three decades, Kotler has been the authority on modern marketing. Both as a pioneer and as the leading popularizer of the discipline, he has helped marketing students and managers worldwide master the...

 
 
The Value Profit Chain Heskett, James L. | Sasser, Jr., W. Earl The Free Press , 2003 Customer Focus, Leadership, Management

In their groundbreaking book, The Service Profit Chain (1997), Heskett, Sasser, and Schlesinger asked the question of why a few service enterprises seem to be consistently better at what they do than...

 
 
The Trusted Leader Galford, Robert | Drapeau, Anne Seibold The Free Press , 2002 Leadership, Management

According to Galford and Drapeau, companies cannot hope to build long term success unless they build trust with their clients and customers, and they cannot build trust with clients and customers unless they have...

 
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