Book Description
Although the field is still in its infancy, there is an emerging art and science of customer value management that is proving its worth. Firms of all sizes that capture and use customer data with the same kind of discipline, passion and understanding they give to operational and financial data are learning that this business practice is well worth the time and money invested.
Mastering Customer Value Management presents the basic concepts of customer value management and the practical tools that have been developed to implement them in business. The book explores the art and science of:
- correlating customer value and business results
- capturing actionable competitive information
- using customer data to determine priorities and drive improvements
- creating a customer focused culture.
Authored by a practitioner with proven successes, the book is a practical guide designed to help readers:
- understand the process and business impact of customer value management
- learn about the tools needed to implement a customer value business approach
- overcome resistance to change
- implement ten critical steps to customer value management
- institute strategies to make the program work.
Written in a friendly and engaging style, Mastering Customer Value Management provides a first-person account of the author's experiences with a variety of global firms. The book is enriched by contributions from executives, change agents, technical experts and fellow consultants. Examples of customer value management efforts underway are documented throughout the book. Six case studies provide insight and details of successfully implemented customer value management programs.
Based on 17 years of actual global consulting with firms from multiple industry sectors in Asia Pacific, Europe, North America and South America, the book offers pragmatic, actionable strategies based on real-life experiences. It walks the reader through the process of translating good intentions and slogans into actions that can have dramatic impact on a firm's performance.
Rather than offering a "this is how you must do it" approach, Mastering Customer Value Management provides a template, then illustrates how different firms have customized the approach to their own context and made it work for them.
Customer Reviews:
Customer VALUE management nails it!.......2003-06-10
As an MBA professor, author, and customer service consultant, I had the opportunity to review early drafts of Ray's excellent book. This is a gem. It nails the importance of building customer VALUE. It ties together a rationale for company efforts to serve, satisfy, and create loyalty with the customers who determine the success of the business. The writing is clear and straightforward and the content invaluable for any business person interested in boosting the bottom line (and who isn't?)
Congratulations to Ray and Janice for offering an excellent addition to our field of knowledge. I highly recommend this book.
Average customer rating:
- If I were to choose one word to descibe the book-complete!
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Let's Work Smarter, Not Harder: How to Engage Your Entire Organization in the Execution of Change
Michael Caravatta
Manufacturer: McGraw-Hill Companies
ProductGroup: Book
Binding: Paperback
 General
| Organizational Behavior
| Business & Investing
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Workplace
| Organizational Behavior
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ASIN: 0873893867 |
Book Description
In today's best organizations, constant change is standard operating procedure. Carabatta's how-to guide details a self-assessment process for identifying problem areas, step-by-step directions for removing non-valued added activities, strategies to create an organization that welcomes positive change, and more.
Customer Reviews:
If I were to choose one word to descibe the book-complete!.......1998-06-07
Caravatta provides a powerful message for managers who are truly committed to changing their organizations for enhanced quality and productivity.
Book Description
Ageless Quest is a personal, sometimes controversial, account of the pursuit of a genetic "cure" for aging by an expert in the field.
The author is the Novartis Professor of Biology at the Massachusetts Institute of Technology.
Aging has always been regarded as a highly complex process with many degenerative changes leading to the cessation of life. But recent research has identified a relatively simple mechanism that governs the pace of aging.
Lenny Guarente's Ageless Quest is a scientific detective story for the baby boom generation. It offers an insider's view of an area of potentially astonishing high reward-and equally high risk.
Customer Reviews:
review of seller.......2007-01-10
Thank you for your very prompt shipment of this book as we specified expediated shipping and this worked out!
--.......2004-01-13
I picked up this book because of the cover. If you care about the scientific story, read it in the review literature. If you want a good read, look elsewhere.
Great behind the scenes view of scientific research.......2002-12-06
As a non-scientist with an interest on what the future may hold for us, I found Ageless Quest to be exceptionally informative, easy to understand, and thought provoking. I had always wondered what went on in those biology research labs, and was grateful to have the "behind the scenes" peek that this book provided. Extremely interesting and enjoyable reading; recommended for all.
Average customer rating:
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Forever young. (Biology).(Book Review): An article from: American Scientist
Manufacturer: Sigma Xi, The Scientific Research Society
ProductGroup: Book
Binding: Digital
Nonfiction
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ASIN: B0008DEHV2
Release Date: 2005-07-31 |
Average customer rating:
- A Book for All Ages
- A Message of Love for All Ages
|
Six Lessons With Delphi: How to Live Happily With All Life
Patricia Jepsen , and
Delphi
Manufacturer: Patricia Jepsen Chuse
ProductGroup: Book
Binding: Paperback
Nonfiction
| Dogs
| Animals
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| Nature
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ASIN: 0966756029 |
Book Description
"Six Lessons with Delphi" is an uplifting, practical guide to living in the circle of life. Golden retriever Delphi leads the way through six themes:
- loving Mother Earth,
- appreciating angels and nature spirits,
- partnering with angels and nature spirits to balance and heal our planet,
- listening with the heart to communicate with all life,
- practicing kindness and friendship,
- living peacefully by respecting and helping one another.
The simple, inviting style of "Six Lessons with Delphi" comes magically alive by 40 friendly, imaginative illustrations by Kimberley Hevesy that emphasize partnership amongst all life. "Six Lessons with Delphi" -- a happiness book for all ages -- is an engaging, empowering, action-oriented journey of the heart for children, family and educational circles.
Customer Reviews:
A Book for All Ages.......2002-10-23
Don't be fooled by the age level for this book. Anyone could, and everyone should read it. It tells of the 'real' world, something that is beyond the wars and petty fights we always seem to find ourselves amidst. It tells of angels, and spirits, and most of all... it tells that all life speaks. We can learn to listen to what exactly the dog next door is trying to tell you everytime you walk by, or how to gently tell the spider that you would rather him (or her) not make a home over your bed. For whatever reason you find yourself reading this book- curiosity, or perhaps it speaks to you... its the right book for humanity.
A Message of Love for All Ages.......2002-10-09
This is a wonderful book for children and adults! It has been used in schools, youth programs, churches and prisons throughout Tucson and other locations. Its message of caring and partnership with the earth reconnects us with the circle of life, emphasizing kindness, respect and compassion for every living thing. Chapter titles include: Meet Delphi; The Earth Has a Body; Delphi's House; More About Angels; All About Listening; Practicing Being Good; Living Peacefully. The illustrations are imaginative and playful; the book reminds us that when we open our hearts, miracles can occur. Delphi is a golden retriever with a heart as big as the world and a dream to match: she wants to share her message of caring and love with every child on the planet. Six Lessons is the book that can do it!
Amazon.com
No single title, in our opinion, sums up the life of the solitary pheasant hunter like this masterful work. Pheasants of the Mind is an introspective, sensitive book of timeless flavor in which pheasant hunting dominates the author's thoughts and actions throughout the year. It is a celebration of the time-honored art of pheasant hunting. 154 pages.
Customer Reviews:
simply the best.......2007-03-02
I had this book before I ever owned a pointer-read it, loved it...then my old faithful chocolate lab died after 13 great years and I waited for the right pup to come along. She did, a German Shorthair/English Pointer (by design) with a chocolate lab colored head. After one full season hunting wild pheasants with her I read this special book again. Certain chapters many more times.
"You may want to think your dog is hunting pheasants for you. He thinks he is hunting them with you. He does not reason well, but he perceives what you want before you understand it yourself. He also runs beyond your aspirations, and he knows something at which you can only guess: where the bird is. You and dog mesh. You are strong in what he lacks, weak where he is strong. No other team has so little redundancy of skill, such economy of baggage. The shared part adds no weight. You and your dog have the same emotions in the field. It feels odd to share things like that, uncomfortable, even, if you believe only one of you has a soul."
God bless Datus C. Proper
Pheasant Literature.......2005-01-31
In addition to the other reviews, I can't emphasize enough that this book not only has great tactical, historical, and cullinary perspecitive, but is actually LITERATURE. I've read the book perhaps 5 or 6 times through now, and it's just a classic--easy to read and food for the mind. Although Datus Proper has passed on now, his story will live on. My style and thought on pheasant changed after I read this book. Critical to your hunting library!
It's the recipe, stupid.......2000-12-18
The book is spot-on in getting to the essence of a hunter, a dog and a game bird that is every bit intoxicating in the mind as in the field.
But . . . there's this other thing. The recipe for cooking and serving roast pheasant at the back of the book. It's written like a passage from scripture. It tastes like the ascension into heaven.
A story of one man's search for more than just a bird........1999-05-25
In Pheasants of the Mind, Mr. Proper explores not only his personal, and quite entertaining, exploits while chasing pheasants, but he also covers the fairly esoteric subject of pointing dogs for pheasants and outfitting for a successful hunt, based on the culmination of years of experience. A fascinating read, written in fairly complex tongue. If you love pheasants and fine literature, then you should love Pheasants of the Mind.
A great hunting book........1998-09-24
I have read scores of outdoor books and this is one of the best. Proper's writing transcends the genre. His references to mythology brings hunting literature into a larger realm and shows us more than we guessed about ourselves. The precious sounding title was a turnoff until I read the book and saw how it reflected the text. It combines instruction and the pleasure of pheasant hunting in an exemplary way. The line drawings are good too, at least,in the original edition. I haven't seen the reprint.
Customer Reviews:
A Toolbox for Talking.......2005-02-09
Short, easy to read. Full of great examples. Will make you a better speaker and heighten your appreciation of great literature, as well as showing you the techniques used by playwrights, poets, politicians, lawyers, clergy, and all others who earn their bread with their tongues. An eye-opener.
Concise and useful.......2005-01-22
Professor Quinn's slim volume is perhaps the best treatment of the subject of rhetorical devices that I have ever read. I say "best," not because it is the most extensive, nor because it is the most detailed coverage of the subject. I say "best" because I feel it is the most *useful* coverage I have ever encountered.
In concise fashion, Professor Quinn takes the reader through many of the most common figures of speech, tells us the formal names, and provides numerous illustrative examples.
It is true that simply knowing the name given to a particular turn of phrase will not guarantee that one can effectively employ it in one's writing. Nevertheless knowing the
forms and having names to identify them makes it easier to see them in use in the writing of others. By thus making them memorable, they also become a more ready part of one's writing toolkit.
The engaging and entertaining style which Quinn uses throughout the book makes even the most daunting technical terms readily accessible. His well-chosen examples are also entertaining and informative, and most are quite memorable. I can't be certain that merely reading this book will improve every reader's writing, but I believe that most folks will benefit from reading it.
Helpful and Refreshing.......2004-10-23
I recommend this book for anyone who would like a few more clues on the many ways masterful sentences are put together. If you have the soul for good writing, but need a little more concrete guidance on how powerful phrases from the Bible to Virgil to Shakespeare to Churchill are constructed--this book will be a delightful little teacher.
I was impressed by the lighthearted and humble approach of the author. Although he gives the formal (and quite forgettable) names for the figures of speech, he says he doesn't expect readers to remember the names, but rather to "taste" the examples he cites, and to get a feel for how to apply these patterns in their own writing. He repeatedly stresses that knowing how to use words and rhetorical patterns is far more important than memorizing their names or even agreeing upon their proper classifications.
The author also cites classics ancient and modern in making the unconventional and refreshing point that we need not slavishly follow the dictates of the now-popular rules of usage as promulgated by Strunk and White and other like-minded authorities. For example, while contemporary authorities repeatedly (yes, ironically) stress the importance of avoiding any unnecessary words, the author of Figures of Speech cites many passages from the Bible, Shakespeare, and other sources of distinction, that clearly do not follow such strictures--and choose elaboration and repitition over spare economy.
Overall, the book is informative, accessible, generous-spirited, and, in places, even humorous and playful.
When I got to the end of the slim volume I found myself wishing there was more.
Truly worth it's weight in gold.......2003-07-27
"Figures of Speech: 60 ways to turn a phrase," by Arthur Quinn (Professor of Rhetoric at the University of California, Berkeley) is truly worth it's weight in gold. This book is not a stuffy academic classroom text...it is a sleek, extremely funny and stimulating resource that will undoubtedly add tremendous value to your knowledge of writing the "Queen's English." Moreover, Professor Quinn's book is super provocative, superbly written and succinct...allowing the reader to go cover to cover in a few short hours.
Quinn challenges the reader..."We are confronted, inescapably, with the intoxicating possibility that we can make language do for us almost anything we want." In other words, the author "thinks outside the box" long before it became fashionable to do so. I'll never forget a groundbreaking banner front-page headline in the New York Daily News back in the 1970's, it read, "We Wuz Robbed!" The headline reported that masked gunmen broke into the payroll office and stole millions in typical New York City lingo. Apparently the editors in the Daily News Building agreed with Quinn's approach to effective writing that "style, is like a frog: you can dissect the thing, but it somehow dies in the process."
Each chapter in this marvelous book is short and compact. My favorite chapters include, Missing Links and Headless Horsemen, Man Bites Dog and Reds in the Red. In a nutshell, Quinn demands that we navigate the jungles of style creatively and includes many figures of speech through out his book to stimulate the learning process. Overall, this book is a joy to read. In the words of the author, "language becomes a prison house only poets can escape...if we do not reject any strict distinctions between ordinary usage and figures of speech."
Bert Ruiz
Asyndeton to Zeugma: A Guided Tour of Colorful Language.......2002-02-16
"A Handlist of Rhetorical Terms" provides a more complete study, but "Figures of Speech" is more user-friendly, more entertaining, more compact, more useful. "Handlist" proved to be more scholarly, "Figures" more practical. "Handlist" arranges the figures alphabetically, "Figures" by type. "Handlist" gives a few examples, "Figures" many. I found the examples in "Figures" to be lyrical, the commentaries whimsical, the results educational.
Average customer rating:
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Conocimientos Tecnicos, Los - Museos, Arquitectur
Gonzague Petit , and
Juan Carlos Rico
Manufacturer: Silex
ProductGroup: Book
Binding: Paperback
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| Feriados
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| Planeamiento Urbano y Desarrollo
| Política
| Sucesos de Actualidad
| Transportación
ASIN: 8477370796 |
Book Description
Praise for Mike Russill, Vice-President, Retail, Sunoco Inc. Catherine Neville, President, Quality Management Institute Dan Plashkes, President, S&P Data Philip C. Brown, Senior Vice-President, Telebanking and Alternate Channels, Bank of Montreal Brenda Anderson, Executive Director, International Customer Service Association J.A. Sinex, III, Manager, Global Integrated Services Team, External Affairs, DuPont Breakthrough Customer Service Best Practices of Leaders in Customer Support "An impressive array of experts and industry winners provide a virtual road map through the major changes necessary to achieve real breakthrough customer service. A must-read for those determined to make great customer service a competitive edge!" "Breakthrough Customer Service scores a direct hit on how to differentiate a business through strategic customer service." "If companies implemented just a few of the great ideas found in this book, they would enjoy world-class leadership positions not only in their own industry, but across all industries." "A stimulating look across industries and channels, the way customers actually experience service, and a very useful way to identify breakthrough opportunities." "A great management tool, it provides real-world examples and effective solutions that can be applied to your business." "This book is must reading for companies that want to be more competitive. It provides businesses with thought-provoking solutions to consider in their quest for superior results."
Customer Reviews:
An excellent guide to excellence in customer service.......1999-09-20
This book departs from the standard practice of empty rhetoric penned by starry-eyed academians. In THIS book, we see what real people do for real success.
I was able to formulate my own plan for success, by looking at what these people do. This vicarious learning is the best approach for such a subject matter, and it has become a competitive advantage for my company.
Average customer rating:
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Estates on the Edge: The Social Consequences of Mass Housing in Northern Europe
Anne Power
Manufacturer: St. Martin's Press
ProductGroup: Book
Binding: Hardcover
International
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| Europe
| History
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Social Services & Welfare
| Poverty
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ASIN: 0312174861 |
Product Description
Partial contents: review of previous studies (employ. impacts of biotechnologies in Latin America: coffee & cocoa in Costa Rica; biotechnology & the future of agricultural development in Mexico); methodological tools & approaches (agricultural biotech. in Latin America: studying its future impacts; biotechnology & agriculture in Brazil: social & economic impacts); integrating impact assessment data into decision-making (improving biotechnology research decision-making with better procedures & information; environmentally sound management of biotechnology in Latin America). Charts & tables.
Books:
- Measuring the Restrictiveness of International Trade Policy
- Microeconomics Super Review
- Multiple Criteria Analysis for Agricultural Decisions, Second Edition (Developments in Agricultural Economics)
- My Vast Fortune: An Investor's Fiscal Triumphs and Money Misadventures
- Nineteenth century American literature
- Non-Life Insurance Mathematics: An Introduction with Stochastic Processes (Universitext)
- Nothing is Sacred: Economic Ideas for the New Millennium
- Open Economy Macrodynamics: An Integrated Disequilibrium Approach
- People as Care Catalysts: From Being Patient to Becoming Healthy
- People-Focused Knowledge Management: How Effective Decision Making Leads to Corporate Success
Books Index
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- Wiley Gaap 99: Interpretation and Application of Generally Accepted Accounting Principles 1999
- Econometrics in Theory and Practice: Festschrift for Hans Schneeweiss
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Managing Customer Value: Creating Quality and Service That Customers Can See
Value-Based Marketing for Bottom-Line success : 5 Steps to Creating Customer Value
Marketing Metrics: 50+ Metrics Every Executive Should Master
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Measuring Marketing: 103 Key Metrics Every Marketer Needs
