Selected Filters

Publication Date

Recently Viewed Categories

Book Summaries

Browse the full archive of Soundview Executive Book SummariesĀ®.
Page 1 of 1
  • Image of The Horizontal Organization

    The Horizontal Organization

    by Frank Ostroff
    Item #: 2108
    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
    From: $10.50
    Buy Now!
  • Image of Best Practices in Customer Service

    Best Practices in Customer Service

    by Ron Zemke, John Woods
    Item #: 2107
    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
    From: $10.50
    Buy Now!
  • Image of Customers.com

    Customers.com

    by Ronni Marshak, Patricia B. Seybold
    Item #: 2106
    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.
    From: $10.50
    Buy Now!
Page 1 of 1