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The Complete Idiot's Guide to Great Customer Service
Author Ron Karr
You're no idiot, of course. You skillfully manage your kids' temper tantrums, diplomatically handle office politics, and even pleasantly deal with your friends' bickering. But when it comes to handling customer service, you feel utterly lost. It's time to make g....
Release Date 2003/01 -
Ten Minute Guide to Performance Appraisals
Author Dale Furtwengler
As a new manager, how do you construct a performance review that will give your employees balanced, encouraging feedback, yet provide them with the critiquing they may need? This book answers that question. It explains the importance of employee appraisals to your s....
Release Date 2000/11 -
The Complete Idiot's Guide to Knowledge Management
Author Melissie Clemmons Rumizen
You're no idiot, of course. You know that knowledge is power. However, teamwork is the key in today's new corporate economy, and keeping things to yourself won't benefit you or your company. But you don't have to reinvent the wheel! 'The Complete Idiot's Guide....
Release Date 2001/09 -
The Complete Idiot's Guide to Human Resource Management
Author Arthur Pell
You're no idiot, of course. You know that your employees are essential to your company's success. But when it comes to training, motivating, hiring, and firing them, you feel like a few of the many hats you wear don't fit as well as they should. Don't out source....
Release Date 2001/07 -
Author Robert J. Hanyok
A study of how Allied communications intelligence organizations reported intelligence on the Holocaust. Explains how the Western COMINT system operated during WWII; describes how the wartime records of SIS and GC&CS are organized in the U.S. and UK; summarizes w....
Release Date 2005/04 -
Getting Bigger by Growing Smaller: A New Growth Model for Corporate America
Author Thomas T. Stallkamp , Joel M. Shulman
Large, mature companies always become trapped at some point in the declining stages of what has become known as the corporate life cycle. Historically this barrier to continued growth has been, and is still, as unavoidable as death and taxes.In Getting Bigger by Gro....
Release Date 2003/10 -
Financial Turnarounds: Preserving Value
Author William W. Sihler - Darden Graduate School of Business Administration University
In Financial Turnarounds: Preserving Enterprise Value, leading corporate turnaround specialists teach key skills for managing financial turnarounds - and avoiding the need for them. This in-depth, insider's look at 20 turnarounds covers every key industry from manu....
Release Date 2002/02 -
Author Barton J. Goldenberg
Barton Goldenberg shares his unparalleled practical expertise on everything from security to internationalization, helping you avoid disastrous missteps—and transform the potential of CRM into long-lasting competitive advantage.Identify your goals and customize a CR....
Release Date 2002/02 -
Buy, Lie, and Sell High: How Investors Lost Out on Enron and the Internet Bubble
Author D. Quinn Mills
In Buy, Lie, and Sell High, Harvard Business School Professor Daniel Quinn Mills offers the first systematic analysis of both the Internet stock bubble and the Enron scandal. Drawing upon extensive new research and insider interviews, Mills uncovers both systemic ca....
Release Date 2002/06 -
Grow Your Own Leaders: How to Identify, Develop, and Retain Leadership Talent
Author Matthew J. Paese , Audrey B. Smith , William C. Byham
Today's enterprises face a profound leadership crisis - and the speed of business has far outstripped conventional executive development systems. In Grow Your Own Leaders, three world-renowned experts introduce an entirely new approach for identifying tomorrow's l....
Release Date 2002/02 -
Author Rob Thomsett
Project management for today's complex, chaotic business environments.XPM: the first radically new approach to project management in decades!Designed from the ground up for today's high-speed, fast-changing projectsRefocusing project management focused on people, ....
Release Date 2002/04 -
Franchising: Pathway to Wealth Creation
Author Sue Birley , Robert M. Rosenberg , Stephen Spinelli
Franchising: Pathway to Wealth Creation is franchising as true entrepreneurship, for every potential franchisor and franchisee ready to generate large-scale wealth. Authors include the entrepreneur who built the world's largest system of Jiffy Lube franchises, the ....
Release Date 2003/08 -
IT Services: Costs, Metrics, Benchmarking, and Marketing
Author Robert E. Matthews , Thomas R. DiPasquale , Anthony F. Tardugno
1919E-7Unleashing the Power of Integrated Service DeliveryHarris Kern's Enterprise Computing Institute Solutions for IT ProfessionalsDelighting IT customers: the real-world, start-to-finish guideIT Services is the first 100% customer-focused guide to satisfying th....
Release Date 2000/03 -
Your Attitude Is Showing: A Primer of Human Relations, Tenth Edition
Author Elwood N. Chapman , Sharon Lund O’Neil
This small gem is celebrating over 25 years of positive teaching impact! Millions all over the world have benefited from this wisdom.Easy training to digest and assessCore skills universal to all businessesNon-threatening approach guarantees reader acceptance ....
Release Date 2001/08 -
Windows® CE 3.0 Application Programming
Author Marshall Brain , Nick Grattan
Windows CE 3.0 programming for Pocket PC, handheld PC, and embedded devicesEnterprise computing including COM, DCOM, database access using ADOCE, and Microsoft Message QueueCommunications, including Internet Web access with HTTP, TCP/IP, sockets, serial communicatio....
Release Date 2000/10 -
Author Tom Bialaski , Enrique Vargas , Evert Hoogendoorn , Adrian Cockcroft , Richard Mc Do
2585E-8Resource Management is a practical guide that shows how to manage system resources to meet system and performance service levels. The theory of Resource Management is introduced and a detailed analysis of what is required to implement resource management in ....
Release Date 1999/09 -
Requirements Analysis: From Business Views to Architecture
Author David C. Hay
The complete guide to requirements analysis for every system analyst and project team member.Thousands of software projects are doomed from the start because they're based on a faulty understanding of the business problem that must be solved. The solution is effect....
Release Date 2002/08 -
Supervisor's Survival Kit: Your First Step into Management, Ninth Edition
Author Cliff Goodwin , Elwood N. Chapman
SUPERVISOR'S SURVIVAL KIT, NINTH EDITION continues the successful tradition of preparing today's workforce for the first steps into management.Solve problems through Mini-Games.Create a motivating work environment.Lead effective work-team behavior.Improve interper....
Release Date 2001/07 -
Author Joe Habraken
The easy-access, task-oriented guide to StarOffice Calc!Absolute basics to advanced data analysisCommunicate your data: Formatting, charting, printing, and Web publishingExchange files with Microsoft Excel usersFor Windows, Linux, Solaris, and other platformsEndorse....
Release Date 2000/12 -
Author James W. Cortada
Manage all the changes driving your business in the 21st century!In a time of unremitting, accelerating technological change, James W. Cortada offers a calm, intelligent path through the wilderness, helping managers understand the big picture and successfully manage....
Release Date 2000/08 -
From Concept to Wall Street: A Complete Guide to Entrepreneurship and Venture Capital
Author Ron Lubash , Davidi Gilo , Chemi Peres , Uri Geiger , Oren Fuerst
From Concept to Wall Street is the definitive guide to the new realities of venture capital. Two leading experts in venture-backed entrepreneurship offer start-to-finish coverage of the entire process: planning, teambuilding, protecting intellectual property, identi....
Release Date 2002/08 -
Customer Relationship Management: Getting It Right!
Author Judith W. Kincaid
Build a winning CRM program—one step at a time.This book presents a complete, step-by-step blueprint for designing, implementing, and managing a successful CRM program. The former Director of HP's enterprise-wide CRM initiative shows how to identify the elements of....
Release Date 2002/10 -
Customer Culture: How FedEx® and Other Great Companies Put the Customer First Every Day
Author Michael D. Basch
Everyone talks about creating a "customer-centered culture." In CustomerCulture: How FedEx and Other Great Companies Put Their Customer First Every Day, the executive who pioneered FedExÕs legendary customer culture shows exactly how to go beyond talk and make it ha....
Release Date 2002/06 -
Talent Era, The: Achieving a High Return on Talent
Author Subir Chowdhury
Talent rules! Talent is a company's most important asset. This book shows why talent must be managed to generate maximum profits for the organization. The Talent Era presents a complete strategy for leveraging talent to maximize business value. Author Subir Chowdhu....
Release Date 2001/12 -
Leading Strategic Change: Breaking Through the Brain Barrier
Author Hal B. Gregersen , J. Stewart Black
Most organizations that seek to change fail. The central reason: employees are relying on obsolete "mental maps" that prevent them from observing changes in their business environment, responding effectively, or following through on changes they've begun. In Leadin....
Release Date 2002/06 -
Presenting to Win: The Art of Telling Your Story
Author Jerry Weissman
In Presenting to Win: Persuading Your Audience Every Time, the world's #1 presentation consultant shows how to connect with even the toughest, most high-level audiences--and move them to action. Jerry Weissman shows presenters of all kinds how to dump those PowerPo....
Release Date 2003/03 -
Mirage of Global Markets: How Globalizing Companies Can Succeed as Markets Localize, The
Author David Arnold
Why do even the best companies struggle to become as profitable in international markets as they are at home? Because they've fallen for the "mirage" of a truly global market. In fact, the world is comprised of hundreds of intensely local markets that are becoming ....
Release Date 2003/07 -
There's No Business That's Not Show Business: Marketing in an Experience Culture
Author Karen Vrotsos , David L. Rogers , Bernd H. Schmitt
Say goodbye to "business as usual"--to succeed today you need show business!How do you market in today's "experience culture"--as conventional advertising grows increasingly ineffective, and customers grow increasingly independent? Companies and brands from Altoids....
Release Date 2003/06