WINNER OF THE 2016 JEWISH BOOK COUNCIL AWARD FOR CONTEMPORARY JEWISH LIFE AND PRACTICEAn inspiring and accessible guide, drawn from Jewish wisdom, for building the inner qualities necessary to work effectively for social justice.The world needs changing—and you’re just the person to do it! It’s a matter of cultivating the inner resources you already have. If you are serious about working for social justice and change, this book will help you bring your most...

Learn how frictionless organizations cut costs, grow revenue, and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons.This book will help any customer-facing organization deliver better customer experiences, save money, and increase revenue. Veteran customer service experts Bill Price and David Jaffe, coauthors of the bestseller The Best Service Is No Service, explain how o...

What you need to know about your customersNow more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips—and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms with the fact that the customer is in control. Interacting with customers in the way they want is an essential business strat...

In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the d...

Most organizations struggle to really improve one of the most important factors of their success: the sales and service experiences they offer customers. Despite extensive--and expensive--efforts, this critical competitive edge remains out of reach for many. They key problem is that most companies fail to understand that, more than ever before, the customer is in control of the relationship. Where marketers used to think in terms of B2B or B2C, they have to start thinking "Me2B"--that is, ...

Most customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a “relationship” with your company’s customer service department, or do they simply want to purchase your products or services so they can put them to use?In this groundbreaking book, Bill Price and David Jaffe offer a game-changing approach, showing how managers are taking the wrong path and...

Learn how frictionless organizations cut costs, grow revenue, and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons.Many organizations focus so intently on improving the way customers interact with them that they don't ask the more fundamental question of whether the interactions are needed in the first place. Every contact channel adds cost and complexity. And while customers appreciate that they...

If you’re a tech company, the most dramatic effect of megatrends like cloud computing, managed services, and the rise of consumer technology won’t be felt in your company’s product line. The true disruption will be to your business model. Future customers won’t want to pay you high prices out of big “CapEx” budgets anymore. They will expect lower “cloud” prices paid from “OpEx” budgets only when and if they successfully consume the business value of your products. How your company reacts t...

With sales of more than 160,000 copies, Fundamentals of Project Management has helped generations of project managers navigate the ins and outs of every aspect of this complex discipline. Using a simple step-by-step approach, the book is the perfect introduction to project management tools, techniques, and concepts. Readers will learn how to: • Develop a mission statement, vision, goals, and objectives • Plan the project • Create the work breakdown structure • Produce a workable schedule •...

Create New Profits in Any EconomyIn this difficult economic climate, it's vital to cut waste that can eat at a company's bottom line and boost efficiency at every organizational level. The traditional business solution in a crisis is to slash away non-critical talent and resources, often doing more harm than good. There is a far better systematic approach to doing more with less.As a leading expert on Lean Six Sigma and business transformation, with a deep ...

Project mishaps are all too common but often easy to avoid. Fundamentals of Project Management gets both new and current managers up to speed on the basics—the first crucial step for completing projects timely and on budget.Having already helped many generations of project managers navigate the ins and outs of every aspect of successful project management, this revised edition remains the perfect resource for succeeding in this complex discipline that has ...

Fully revised and expanded, the Second Edition contains valuable tips, techniques, illustrative real-world examples, exhibits, and best practices. This handy and concise paperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in supply chain management."Michael Hugos presents the core concepts and techniques of supply chain management in a clear, concise, and easily readable style for those desiring an introduction to the subject o...