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Author: Gordon Hilleque
Publisher:
ISBN: 9780989291040
Category :
Languages : en
Pages : 64
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Book Description
With nearly twenty years experience in customer relationship management, Gordon Hilleque puts his expertise to work in Building a Trusted Expert Culture: Six Pillars of CRM Success. In it, he tackles one of the biggest challenges in the field--adoption. As a companion book to Trusted Expert Formation: Re-envisioning Your Approach to CRM, Building a Trusted Expert Culture is a comprehensive guide to successful CRM adoption. It debunks industry trends, gets down to what really inspires customer loyalty, and provides powerful solutions to issues that will derail implementation. Building a Trusted Expert Culture: Six Pillars of CRM Success explains how to develop effective team techniques and outlines essential pillars to support customer care transformation. It is an indispensable CRM resource.
Author: Gordon Hilleque
Publisher:
ISBN: 9780989291040
Category :
Languages : en
Pages : 64
Get Book Here
Book Description
With nearly twenty years experience in customer relationship management, Gordon Hilleque puts his expertise to work in Building a Trusted Expert Culture: Six Pillars of CRM Success. In it, he tackles one of the biggest challenges in the field--adoption. As a companion book to Trusted Expert Formation: Re-envisioning Your Approach to CRM, Building a Trusted Expert Culture is a comprehensive guide to successful CRM adoption. It debunks industry trends, gets down to what really inspires customer loyalty, and provides powerful solutions to issues that will derail implementation. Building a Trusted Expert Culture: Six Pillars of CRM Success explains how to develop effective team techniques and outlines essential pillars to support customer care transformation. It is an indispensable CRM resource.
Author: Ben Horowitz
Publisher: HarperCollins
ISBN: 006287134X
Category : Business & Economics
Languages : en
Pages : 235
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Book Description
Ben Horowitz, a leading venture capitalist, modern management expert, and New York Times bestselling author, combines lessons both from history and from modern organizational practice with practical and often surprising advice to help executives build cultures that can weather both good and bad times. Ben Horowitz has long been fascinated by history, and particularly by how people behave differently than you’d expect. The time and circumstances in which they were raised often shapes them—yet a few leaders have managed to shape their times. In What You Do Is Who You Are, he turns his attention to a question crucial to every organization: how do you create and sustain the culture you want? To Horowitz, culture is how a company makes decisions. It is the set of assumptions employees use to resolve everyday problems: should I stay at the Red Roof Inn, or the Four Seasons? Should we discuss the color of this product for five minutes or thirty hours? If culture is not purposeful, it will be an accident or a mistake. What You Do Is Who You Are explains how to make your culture purposeful by spotlighting four models of leadership and culture-building—the leader of the only successful slave revolt, Haiti’s Toussaint Louverture; the Samurai, who ruled Japan for seven hundred years and shaped modern Japanese culture; Genghis Khan, who built the world’s largest empire; and Shaka Senghor, a man convicted of murder who ran the most formidable prison gang in the yard and ultimately transformed prison culture. Horowitz connects these leadership examples to modern case-studies, including how Louverture’s cultural techniques were applied (or should have been) by Reed Hastings at Netflix, Travis Kalanick at Uber, and Hillary Clinton, and how Genghis Khan’s vision of cultural inclusiveness has parallels in the work of Don Thompson, the first African-American CEO of McDonalds, and of Maggie Wilderotter, the CEO who led Frontier Communications. Horowitz then offers guidance to help any company understand its own strategy and build a successful culture. What You Do Is Who You Are is a journey through culture, from ancient to modern. Along the way, it answers a question fundamental to any organization: who are we? How do people talk about us when we’re not around? How do we treat our customers? Are we there for people in a pinch? Can we be trusted? Who you are is not the values you list on the wall. It’s not what you say in company-wide meeting. It’s not your marketing campaign. It’s not even what you believe. Who you are is what you do. This book aims to help you do the things you need to become the kind of leader you want to be—and others want to follow.
Author: Edgar H. Schein
Publisher: Berrett-Koehler Publishers
ISBN: 1609949838
Category : Business & Economics
Languages : en
Pages : 132
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Book Description
Communication is essential in a healthy organization. But all too often when we interact with people—especially those who report to us—we simply tell them what we think they need to know. This shuts them down. To generate bold new ideas, to avoid disastrous mistakes, to develop agility and flexibility, we need to practice Humble Inquiry. Ed Schein defines Humble Inquiry as “the fine art of drawing someone out, of asking questions to which you do not know the answer, of building a relationship based on curiosity and interest in the other person.” In this seminal work, Schein contrasts Humble Inquiry with other kinds of inquiry, shows the benefits Humble Inquiry provides in many different settings, and offers advice on overcoming the cultural, organizational, and psychological barriers that keep us from practicing it.
Author: Priya Bates
Publisher: Kogan Page Publishers
ISBN: 1398610402
Category : Business & Economics
Languages : en
Pages : 321
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Book Description
Diversity, equality and inclusion (DEI) have never been so important in organizations and yet many feel inadequately prepared. In this guide, the authors combine their expert knowledge to provide a practical approach to bridge this skills and knowledge gap for those delivering Internal Communications. Navigating DEI language can be difficult, but Building a Culture of Inclusivity will help Internal Communication professionals, HR and business leaders engage employees in driving culture change to ensure everyone feels valued and like they belong. This book provides a roadmap to manage tangible change consistently throughout the year and techniques that avoid inauthenticity. It also explains how to identify and move away from performative tokenistic actions and biases to help develop effective deliverables that help every colleague in their organization feel included. This book offers support for conversations with leaders to help them drive the diversity agenda and understand the importance of cultivating a culture of inclusivity across their workforce through their internal communications. Inherently practical, Building a Culture of Inclusivity provides case studies of exemplar DEI communications, exercises for self-assessment and templates to complete to identify goals and strategies. Written by two experienced Internal Communication Professionals, this book will help you understand how to construct and sustain an inclusive workplace where progress leads to results.
Author: Dee Ann Turner
Publisher: Baker Books
ISBN: 1493419285
Category : Business & Economics
Languages : en
Pages : 192
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Book Description
When it comes to running a business, the most important decisions a leader makes are not about products or locations--they're about people. For the past 33 years, Dee Ann Turner has been recruiting, training, and retaining some of the best employees in the restaurant business. Now she's ready to share her secrets on how to build, sustain, and grow an organizational culture that attracts world-class talent and consistently delights customers, no matter what your industry. In Bet on Talent, Turner shows you how to - create a remarkable company culture - select, sustain, and steward talent - nurture internal relationships - create company loyalty that leads to customer loyalty - instill the practice of servant leadership within your organization - treat everyone with honor, dignity, and respect - and much more
Author: Kevin Oakes
Publisher: McGraw Hill Professional
ISBN: 1260464377
Category : Business & Economics
Languages : en
Pages : 353
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Book Description
Seize and expand the competitive edge with a smart, well-managed culture “renovation” Most business leaders understand the power of a dynamic, positive culture—but almost every effort to change culture fails. Why? The approach is often all wrong. Rather than attempt to “transform” a new culture from the ground up, leaders need to instead spearhead a culture renovation. It’s all about keeping what works, changing what needs to be changed, and ensuring proper care and maintenance—much like refurbishing and living in a beautiful historic home and improving its overall value. In Culture Renovation, the head of the world’s leading HR research firm—the Institute for Corporate Productivity (i4cp)—Kevin Oakes provides tangible, tactical insights drawn from a robust data set and informed by CEOs and HR leaders at many of the world’s top companies. You’ll find everything you need to rebuild your corporate culture with care and expertise, including: Three phases and detailed action steps for architecting the change you want to see Practical insights and examples from T-Mobile, Microsoft, 3M, and other top companies The traits of a healthy corporate culture Proven talent practices to maintain your new culture for long-term success Oakes identifies 18 proven leadership actions for turning any culture into an agile, resilient, and innovative high-performance organization. You’ll learn how to best understand the culture in place today and set a new cultural path for decades to come; develop a co-creation mindset; identify influencers and blockers; ferret out skeptics and non-believers; measure, monitor, and report progress; and implement “next practices” in talent strategies to sustain the renovation. Culture Renovation delivers everything you need to plan, build, and maintain a corporate culture that drives profits, growth, and business sustainability now and well into the future.
Author: Edgar H. Schein
Publisher: Berrett-Koehler Publishers
ISBN: 1523092637
Category : Business & Economics
Languages : en
Pages : 173
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Book Description
This worldwide bestseller offers simple guidance for building the kind of open and trusting relatonships vital for tackling global systemic challenges and developing adaptive, innovative organizations—over 200,000 copies sold and translated into seventeen languages! We live, say Edgar and Peter Schein, in a culture of “tell.” All too often we tell others what we think they need to know or should do. But whether we are leading or following, what matters most is we get to the truth. We have to develop a commitment to sharing vital facts and identifying faulty assumptions—it can mean the difference between success and failure. This is why we need Humble Inquiry more than ever. The Scheins define Humble Inquiry as “the gentle art of drawing someone out, of asking questions to which you do not know the answer, of building relationships based on curiosity and interest in the other person.” It was inspired by Edgar's twenty years of work in high-hazard industries and the health-care system, where honest communication can literally mean the difference between life and death. In this new edition the authors look at how Humble Inquiry differs from other kinds of inquiry, offer examples of it in action, and show how to overcome the barriers that keep us telling when we should be asking. This edition offers a deepening and broadening of this concept, seeing it as not just a way of posing questions but an entire attitude that includes better listening, better responding to what others are trying to tell us, and better revealing of ourselves. Packed with case examples and a full chapter of exercises and simulations, this is a major contribution to how we see human conversational dynamics and relationships, presented in a compact, personal, and eminently practical way.
Author: Ken Wood
Publisher: Evolve Global Publishing
ISBN: 0648623149
Category : Language Arts & Disciplines
Languages : en
Pages : 161
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Book Description
"Guest Speaker Success" is a pioneering book, born from over three decades of experience in the vibrant world of live events and webinars. More than just a collection of expert insights, this transformative resource is designed to elevate your events into enthralling, impactful, and lucrative experiences. The authors, seasoned in the industry, have been instrumental in spreading powerful messages through speakers who have influenced hundreds of thousands, guiding them towards success in various aspects of life. Ken Wood and Karen Corban have promoted over 110 speakers across 7 countries, in events ranging from small gatherings to grand spectacles and webinars, gaining invaluable insights into the art of selecting and collaborating with guest speakers to produce captivating and profitable events. This book is a compilation of collective wisdom from the authors and nine other experts in their fields, covering diverse topics such as Partnerships, Collaborations, Leadership, Relationships, Beliefs and Mindset, Property, Health, the Power of Reviews, Audio Visual Strategies, and the Blueprint for Presenting Success and Maximising Sales at Events. Each chapter showcases the knowledge, expertise, mission, and style of these accomplished speakers, offering a treasure trove of practical knowledge that resonates and inspires. Whether you are orchestrating webinars, hosting podcasts, or organizing live events, "Guest Speaker Success" is your guide to transforming these events into experiences that leave lasting impressions on your audience. It invites you to a world where events are not just gatherings but unforgettable experiences and pivotal milestones in your journey towards growth and success.
Author: Behnam Bakhshandeh
Publisher: Taylor & Francis
ISBN: 1003837808
Category : Business & Economics
Languages : en
Pages : 428
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Book Description
Building an Organizational Coaching Culture is a comprehensive collection of expert pieces examining the models, methods and approaches to establish a sustainable coaching culture in organizations. The different perspectives highlight how coaching skills can be used to positively influence workforces in the areas of critical thinking, communication, creativity and collaboration, and how they can have a direct impact on performance and productivity. Contributors from a range of professional contexts include theoretical grounding and application to practice across topics including talent management, implementing coaching programs, developing leadership qualities, using positive psychology, self-evaluations, and standards and ethics. This is a great resource for both students and professionals wanting to engage more with coaching cultures.
Author: Catherine Hakala-Ausperk
Publisher: American Library Association
ISBN: 0838911706
Category : Business & Economics
Languages : en
Pages : 306
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Book Description
With library staffing levels and services cut to the bone, creating a team that communicates well and functions smoothly is more important than ever. Building on the model of her bestselling book Be A Great Boss, Hakala-Ausperk presents a handy self-guided tool to the dynamic role of team-building. Organized in 52 modules, designed to cover a year of weekly sessions but easily adaptable for any pace, this workbook will show you how to Manage staff across different age groups and skill sets Improve communication between team members Mentor other staff members Keep your team organized in a culture of change Suitable for all levels of management, from first-line supervisors to library directors, this book lays out a clear path to learning the essentials of building and maintaining a first-rate team.
