Management

Soundview Executive Book Summaries® publishes summaries of the best business books of each year on management issues including change management, managing people, crisis management, managing a virtual workforce, project management and more. Browse our extensive collection of management book summaries to solve your most difficult issues.

  • Image of Human Sigma
    Image of Human Sigma

    Managing the Employee-Customer Encounter

    by Jim Asplund, John H. Fleming, Ph.D.

    Human Sigma offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to drive success by effectively managing the moments when employees interact with customers. The authors offer essential ideas for business leaders at all levels and show how sales and service companies can flourish in today's new global economy. Blending strategic analysis with hands-on, practical steps and advice, this book summary will change how you view your work,

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  • Image of The Myth of Excellence
    Image of The Myth of Excellence

    Why Great Companies Never Try to Be the Best at Everything

    by Fred Crawford, Ryan Mathews

    Companies that try to be the best at everything — price, service, access, product or experience — will undoubtedly be surpassed by companies that focus their efforts on one attribute.

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  • Image of The Customer Revolution
    Image of The Customer Revolution

    How to Thrive When Customers Are in Control

    by Patricia B. Seybold

    Customers are taking control of industries and reshaping them from the outside in. While some characterize the changes taking place as the New Economy, the Internet economy, or the knowledge economy, Seybold, the bestselling author of the book Customers.com, simply calls it the “customer economy.” To survive in this customer economy, you need to respond to customer demands for changes in the way you design and deliver products and services. Seybold shows you how.

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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 Customer-Centered Enterprise
    Image of The Customer-Centered Enterprise

    How IBM and Other World-Class Companies Achieve Extraordinary Results by Putting Customers First

    by Harvey Thompson

    If you are going to succeed in business today, you have no choice but to become customer-centered. This summary teaches you exactly what steps you need to take to become customer-centered, and explains what leaders in the field have done to change their focus and vision from an internally driven idea of what the customer wants to an outside-in vision of what the customer wants.

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