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  • Image of Managing Crises Before They Happen
    Image of Managing Crises Before They Happen

    What Every Executive and Manager Needs to Know about Crisis Management

    by Ian I. Mitroff

    It’s impossible to eliminate crises completely. But crisis management experts Mitroff and Anagnos outline the crisis management tools — and attitudes — needed to either anticipate crises or effectively manage them once they occur.

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  • Image of Improving Customer Satisfaction, Loyalty, and Profit
    Image of Improving Customer Satisfaction, Loyalty, and Profit

    An Integrated Measurement and Management System

    by Anders Gustafsson, Michael D. Johnson

    The authors’ detailed five-step process for developing an integrated customer measurement and management system will show you how to find out exactly what your customers want and use that information to produce the kinds of products and services that will keep them coming back.

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  • Image of The Leader of the Future
    Image of The Leader of the Future

    New Visions, Strategies, and Practices for the Next Era

    by Frances Hesselbein, Marshall Goldsmith, Richard Beckhard

    Essays by our leading management thinkers, including Drucker, Covey, and Handy, on what skills leaders need to succeed in the years ahead.

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  • Image of Value Migration
    Image of Value Migration

    How to Think Several Moves Above the Competition

    by Adrian J. Slywotzky

    Value in products or services migrates from company to company and industry to industry over time. (Example: the movement in value from big steel mills to mini-mills.) This summary shows you can anticipate shifting markets to remain successful.

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  • Image of The Wisdom of Teams
    Image of The Wisdom of Teams

    Creating the High-Performance Organization

    by Jon R. Katzenbach, Douglas Smith

    Discover best practices in teamwork and what teams have to teach us about doing business.

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