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Book Summaries

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  • Image of Managing Crises Before They Happen

    Managing Crises Before They Happen

    by Ian I. Mitroff
    Item #: 2305
    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.
    From: $9.00
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  • Image of Improving Customer Satisfaction, Loyalty, and Profit

    Improving Customer Satisfaction, Loyalty, and Profit

    by Anders Gustafsson, Michael D. Johnson
    Item #: 2304
    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.
    From: $9.00
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