This book highlights the key issues that will be encountered within every sector of the industry - operations, IT, marketing and HR among others - thereby providing the reader with an comparative overview of the field.
Teams are critical to the success of every organization. Departmental, interdepartmental, cross-functional, ad hoc, task-specific—teams do everything from planning the office party to setting the annual budget to establishing performance goals.
Rooted in strategic management research, Business Model Innovation explores the concepts, tools, and techniques that enable organizations to gain and/or maintain a competitive advantage in the face of technological innovation.
Revealing and explaining the latest techniques used by companies worldwide, author Jean-Noël Kapferer covers all the leading issues faced by the brand strategist today, supported by an array of international case studies.
This book explains how to use the right words to turn volatile scenarios into calm and productive customer encounters. Readers will discover: • The power of leaning into criticism • Trigger phrases that can make bad situations worse • The secret to helping people feel deeply heard in a crisis.
Rather than offering another set of tactics for improving customer service, this book takes a novel approach by rooting out the real reasons employees aren’t delivering the service they should. The results can be both surprising and illuminating.
This book explains how to create a culture of empowered employees who understand the value of a great customer experience and advises on the need to communicate that experience to their customers and potential customers.
This book offers a very comprehensive analysis of concepts, models and infrastructures of e-business. It also presents unique observations of current e-business practices for different organizations in different economies.