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Author: Sue Dopson
Publisher: OUP Oxford
ISBN: 0191526908
Category : Business & Economics
Languages : en
Pages : 384
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Book Description
The last five decades have seen a sea-change in business and in management studies. The world of business has been transformed by powerful forces: globalization, IT, outsourcing and all manner of organizational reshaping and flattening. At the same time Management Studies has seen a massive expansion in courses, students and teachers, driven in part by a quest for new and broader models. The ground covered by Management Studies, and the way Management Studies maps this, have changed. This book, written by specialist experts, analyses these developments in Management Studies, giving a concise guide to specific areas. Working from the broader global and technological context, it explores a range of sectors - private, public and professional - and conclude by examining specific functions involved in management, such as Corporate Strategy, Information Technology, Operations Management, and Marketing. The authors are all associated with Templeton College at the University of Oxford, a school known for its close work with managers, companies, and other types of organizations, through its executive education programmes and high-impact business research. This experience, and its specialist knowledge, leaves it uniquely positioned to chronicle and comment on the development of the discipline of management studies and point the way ahead.
Author: Sue Dopson
Publisher: OUP Oxford
ISBN: 0191526908
Category : Business & Economics
Languages : en
Pages : 384
Get Book Here
Book Description
The last five decades have seen a sea-change in business and in management studies. The world of business has been transformed by powerful forces: globalization, IT, outsourcing and all manner of organizational reshaping and flattening. At the same time Management Studies has seen a massive expansion in courses, students and teachers, driven in part by a quest for new and broader models. The ground covered by Management Studies, and the way Management Studies maps this, have changed. This book, written by specialist experts, analyses these developments in Management Studies, giving a concise guide to specific areas. Working from the broader global and technological context, it explores a range of sectors - private, public and professional - and conclude by examining specific functions involved in management, such as Corporate Strategy, Information Technology, Operations Management, and Marketing. The authors are all associated with Templeton College at the University of Oxford, a school known for its close work with managers, companies, and other types of organizations, through its executive education programmes and high-impact business research. This experience, and its specialist knowledge, leaves it uniquely positioned to chronicle and comment on the development of the discipline of management studies and point the way ahead.
Author: Jerry Angrave
Publisher: Walter de Gruyter GmbH & Co KG
ISBN: 311064133X
Category : Business & Economics
Languages : en
Pages : 156
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Book Description
The Journey Mapping Playbook is an accessible how-to toolkit aimed at customer experience and marketing professionals looking for ways to improve customer and employee experience. Using visualisation, templates and case studies this is a practical guide to planning, facilitating and delivering a strategic, supportive and effective journey mapping workshop. The Journey Mapping Playbook is based on the author’s real-world experience of running hundreds of journey mapping sessions. Understanding the priorities and pain points in customers’ lives is critical to achieve business success. Helping you to nurture better and more profitable customer experiences, this book will help you to: Define journey mapping Understand why it is commercially important Prioritise which journeys to focus on and how Decide who to invite and which tools to prepare Plan for an effective session Make every stage of the journey relevant and purposeful Build an ongoing programme The Journey Mapping Playbook shows you how to understand your customers better, whatever the size or sector of your business. Jerry Angrave, Founder and CEO of Empathyce, UK
Author: Jeff Patton
Publisher: "O'Reilly Media, Inc."
ISBN: 1491904887
Category : Business & Economics
Languages : en
Pages : 324
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Book Description
User story mapping is a valuable tool for software development, once you understand why and how to use it. This insightful book examines how this often misunderstood technique can help your team stay focused on users and their needs without getting lost in the enthusiasm for individual product features. Author Jeff Patton shows you how changeable story maps enable your team to hold better conversations about the project throughout the development process. Your team will learn to come away with a shared understanding of what you’re attempting to build and why. Get a high-level view of story mapping, with an exercise to learn key concepts quickly Understand how stories really work, and how they come to life in Agile and Lean projects Dive into a story’s lifecycle, starting with opportunities and moving deeper into discovery Prepare your stories, pay attention while they’re built, and learn from those you convert to working software
Author: Marc Stickdorn
Publisher: "O'Reilly Media, Inc."
ISBN: 1491927135
Category : Business & Economics
Languages : en
Pages : 1341
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Book Description
How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You'll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization. Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You'll be able to focus on your customers and iteratively improve their experience. Move from theory to practice and build sustainable business success.
Author: Deborah Avrin
Publisher:
ISBN: 9780982090107
Category : Business & Economics
Languages : en
Pages : 188
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Book Description
Moving from an individual contributor to a manager is one of the greatest leaps a person can make in his or her career. Management can be thought of as a journey. The Management Map: Navigation Tools for the New Manager, offers practical advice for new managers beginning their journey; using a creative travel metaphor to capture the readers interest. From navigating company expectations, to coaching your team, to managing your new time commitments, new managers will appreciate the readable, step-by-step approach. Experienced managers will also benefit from a review of management best practices. Enjoy your journey.
Author: Martyn R. Lewis
Publisher: Radius Book Group
ISBN: 1635765234
Category : Business & Economics
Languages : en
Pages : 280
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Book Description
Lewis makes a compelling argument that businesses must look beyond their own internal view of how something is sold, to the external reality of how customers actually buy. He asserts that no one buys anything because of a sales process; customers only buy because of their own buying process. And so, for all those whose livelihood depends upon successful revenue generation, the only rational course of action is to positively influence and effectively manage the end-to-end customer-buying journey. The simple failure of mousetrap logic—that is, the quality of the product or value proposition of the service is sufficient to convince customers to make a purchase—is at the heart of most revenue generation challenges today. How Customers Buy...and Why They Don’t shows that vendors are too often trying to solve the wrong problem, because customers actually do “get it,” they just don’t buy it. The book starts by explaining Outside-in Revenue Generation. It then decodes the six elements of the Customer Buying Journey DNA. It defines the nine Buying Concerns, any one of which can derail a purchase. It unveils the deceptively simple and elegant 4Q Buying Style Quadrant that unlocks the intricacies of how buyers actually think. The second section of the book explains what you can do about customers not buying your products or services. It reveals that there are only four things—Sales and Marketing Imperatives—that can be done to positively impact the market. It goes on to walk the reader through the development of the Market Engagement Strategy. The final section of the book translates the five components of the Market Engagement Strategy into actionable sales and marketing behaviors.
Author: Adam Toporek
Publisher: AMACOM
ISBN: 0814449069
Category : Business & Economics
Languages : en
Pages : 270
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Book Description
On the front lines of customer service, every day presents new and unexpected challenges—and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Those who work on the front lines of customer service never know what new and unexpected challenges await them each day. But they do know one thing--they will be needed. But how can you prepare for the unexpected? How can customer service reps get the training and confidence required to tackle the unknown? In Be Your Customer’s Hero, internationally recognized customer service expert Adam Toporek provides the answers to preparing for the surprises awaiting the CSR. Through short, simple, actionable advice, in quick, easy-to-read chapters, this invaluable guide shows customer-facing CSRs how to: Achieve the mindset required for Hero-ClassTM service Understand the customer’s expectations--and exceed them Develop powerful communication skills Avoid the seven triggers guaranteed to set customers off Handle difficult and even irrational customers with ease Armed with the tools and techniques in Be Your Customer’s Hero, you will have all they need to transform themselves into the heroes their customers need.
Author: Colin Eden
Publisher: SAGE
ISBN: 1446265196
Category : Business & Economics
Languages : en
Pages : 518
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Book Description
This book approaches strategy-making in a way that is designed to assist most organizations develop strategy appropriate to their size, purpose and resources. It provides a much-needed guide to the strategy-making process by: elaborating the key concepts and theories of strategic management; by illustrating through case vignettes the issues inherent in the process of strategy-making; and by providing extensive and detailed practical guidelines on the methods, techniques and tools employed in the case vignettes. Key themes explored are: the crucial significance of political feasibility; the role of participation; emphasis on stakeholder management; thinking about alternative futures within the overall process of stra
Author: Deborah Avrin
Publisher:
ISBN: 9780982090121
Category : Business & Economics
Languages : en
Pages : 202
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Book Description
We're on the road again in the world of management! It's time to get out your management map and do a little navigating this time as an experienced manager. A management map is a metaphor for creating a resource of knowledge to draw from during your journey as a manager. The more diverse experiences you have, the larger your map. Take the opportunity to enlarge your management map with practical ideas that will expand your thinking and provide a step-by-step approach for implementation in topics that include building a strong team, creating excellent through performance management, and getting commitment to the journey through employee engagement. Enjoy your journey.
Author: Harley Manning
Publisher: Houghton Mifflin Harcourt
ISBN: 0547913982
Category : Business & Economics
Languages : en
Pages : 275
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Book Description
For readers of "Delivering Happiness" and "The New Gold Standard"--a revolutionary approach to understanding and mastering the customer experience from Forrester Research.
