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Where to Invest: Customer Service or Service Quality?
(Powerful Ideas/White Papers)
... own mind the goal you are trying to achieve. Hiring or training great customer service people may help them meet the needs of customers but is that the key or is meeting and exceeding their critical expectations. ...
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Managing Relationship Assets
(Powerful Ideas/White Papers)
... greater need for cost control and a growing need to treat business relationships as assets. We believe these dynamics apply to the pharmaceuticals industry and that you might benefit from what other industries ...
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The Termite Fable: A Relationship Management Fable
(Powerful Ideas/White Papers)
... over and warn the colony that they would all die if they didn't move. But he was very concerned because the colony saw him as basically an entertainer and would have great difficulty taking what he said ...
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The Bees & The Bear: A Relationship Management Fable
(Powerful Ideas/White Papers)
... to feed ourselves." Now the bees' loud agreement dramatically raised the buzz volume level. "OK," said Bernardo, "we can attack him all together and sting him a great many times. But we wouldn't really ...
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How to Recover Strategic Account Relationships
(Powerful Ideas/White Papers)
... and systems based from the account’s point of view. What is bothering them the most? At this point executives can sometimes shake their heads. If the process or system is going to take a great deal of ...
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The Greening of Business Relationships: A Supply Chain Imperative
(Powerful Ideas/White Papers)
... necessary for those who are part of a green supply chain, even greater levels of attention and analysis are demanded to make sure that all the players – upstream and downstream – are green in fact, and ...
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Relationship Rhythms
(Powerful Ideas/A Message from Sallie)
... a complex business issue. Because of the rhythm of that relationship, following that call I felt acknowledged, connected and energized. The first day back from my vacation was off to a great start! Unfortunately, ...
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Outsourcing: A Business Relationship Management Challenge
(Powerful Ideas/White Papers)
... Demonstrate greater expertise Added value Lower costs Competitive pressures drove huge leaps in outsourcing in the 90’s and will continue to do so in the future. In their book, ...
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Lessons from Real Life
(Insights/ Individual)
Lessons from Real Life Life experiences are great learning tools. In order to capitalize on life's lessons and use them to your benefit, good leaders will: Lessons from Real Life Life ...
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What the Customer Wants You to Know
(Powerful Ideas/Book Reviews)
... Charam is, my expectations were greater than normal. All I can say is that, while there are some approaches and points that are very useful—particularly the sections on account planning—the book’s overall ...
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The Southwest Airlines Way
(Powerful Ideas/Book Reviews)
... while you are almost certainly not an airline you can still learn a great deal about organizational effectiveness from Southwest--unless all of your departments already work together in perfect harmony, ...
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A Sense of Urgency
(Powerful Ideas/Book Reviews)
... and spacing and graphics that I can only call word-charts. I think it would make an excellent 100 page book. As I read I was also reminded of that great quote in Hamel and Prahalad’s Competing for the ...
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Supporting Strategic Account Management with Systems
(Powerful Ideas/White Papers)
... we have a great deal of systems expertise. Because of this, our customers have asked us many times to help them locate, evaluate, implement, document for, and train on strategic account or CRM systems ...
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Relationship Intelligence
(Powerful Ideas/White Papers)
... to problems tend to arise in the sharing of information and perspectives. Everyone has had experiences that proved the wisdom of certain approaches. Combining those approaches offers a wisdom greater than ...
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Ted Levitt On Marketing
(Powerful Ideas/Book Reviews)
... product, the expected product, the augmented product, and the possible product. Levitt paves the way for Starbucks, bottled water, pet rocks, and indirectly a great many service offerings. There are ...
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The Art of Innovation
(Powerful Ideas/Book Reviews)
... come from left field, from somewhere outside the business context from which they started. If you accept that premise, then I think you have to believe that whatever enhances our creativity offers us greater ...
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The New Ruthless Economy: Work and Power in the Digital Age
(Powerful Ideas/Book Reviews)
... current systems provide. To a much greater degree, the for-profit managed care organization's (MCO's) rage to standardize and squeeze out costs is currently killing America's health care system. The ...
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Grow To Be Great: Breaking the Downsizing Cycle
(Powerful Ideas/Book Reviews)
Grow To Be Great: Breaking the Downsizing Cycle by Dwight Gertz and Jaoa Baptista I've been rereading Dwight Gertz' and Jaoa Baptista's Grow to be Great: Breaking the Downsizing Cycle. The ...
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The Five Temptations of a CEO: A Leadership Fable
(Powerful Ideas/Book Reviews)
... what I've said here, I make reading The Five Temptations sound a great deal like visiting an oral surgeon, which does it a disservice. While the book is one of the most powerful and real business books ...
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Business Market Management: Understanding, Creating, and Delivering Value
(Powerful Ideas/Book Reviews)
... in other prestigious business publications. I've been waiting for this book for years. In their introduction, Narus and Anderson state that there was a great need for a book on business marketing ...