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The Horizontal Organization

What the Organization of the Future Actually Looks Like and How It Delivers Value to Customers

by Frank Ostroff

Corporations in increasing numbers are switching from the traditional bureaucratic "vertical" structure of organization to a horizontal organization. And what's that? It rejects the separation of people and work into functional departments, such as marketing and customer service. Instead, it groups people and works around a few organization-wide, cross-functional core processes. All those processes lead to one end objective, creating and delivering something of value to the customer. By using de

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Best Practices in Customer Service

by Ron Zemke, John Woods

Zemke and Woods lay it on the line: The primary goal of business is to satisfy the needs and expectations of customers. Profit, then, is a measure of how well you have achieved that goal. Then they plunge into letting experts tell you how to do this. Subjects covered in helpful detail include training employees, better satisfying customers by looking at your business from their viewpoint, and handling dissatisfied customers. (First step on that last one: Listen fully and without interrupting.) E

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Customers.com

How to Create a Profitable Business Strategy for the Internet and Beyond

by Ronni Marshak, Patricia B. Seybold

If your Web site isn't producing as much business as you expected, read this book. It will head you toward profits. Start by making certain you know your end customers, who they are and what they want. Create a site that allows them to shop, order, purchase, and track delivery -- and not have to strain in the process. Capture information on them so you can anticipate their needs. And that's just the beginning of the help this book will give you.

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Stress for Success

by James Loehr

Don't moan about stress; make it work for you. Here's an optimistic, productive approach to a growing problem in industry.

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Intellectual Capital

The New Wealth of Organizations

by Thomas Stewart

Stewart says too many firms today think only of physical and financial assets. They ignore their intellectual capital, the talents of their employees, their information about customers and suppliers, their patents. He will show you how to evaluate them-- and make them grow.

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