The Frictionless Organization
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The Frictionless Organization
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Author : Bill Price
language : en
Publisher: National Geographic Books
Release Date : 2022-06-21
The Frictionless Organization written by Bill Price and has been published by National Geographic Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-06-21 with Business & Economics categories.
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 organizations can design products, sales, and support so that customer effort is reduced or, better still, removed. This simplicity for the customer is what Price and Jaffe call frictionless. The book defines a straightforward methodology, drawing on more than thirty practical examples from leading companies across four continents. The approach provides a radically different way for the whole business to focus on the customer experience. It explains how any organization can look at all customer interactions as potential opportunities for improvement and question whether they are helpful or represent symptoms of friction. Lower friction innovators are disrupting established businesses in every industry. This detailed guide shows how any business—from start-ups to major multinational corporations—can remove friction. Being frictionless has become a strategic necessity, and now this strategy is available to any organization.
Zero Complaints
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Author : Gautam Mahajan
language : en
Publisher: CRC Press
Release Date : 2025-01-22
Zero Complaints written by Gautam Mahajan and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2025-01-22 with Business & Economics categories.
Zero Complaints: The Path to Continuous Value Creation is the ONLY book that lays out the importance for organizations to ensure their customers do not have a need to complain and share their frustrations with other customers. The book shows why customers complain and how these complaints create huge problems for organizations, including limiting their growth, increasing unnecessary costs, contributing to customer churn, and upsetting employees. The book also calculates the enormous costs of complaints that can be saved in a Zero Complaints world. The book then goes on to describe processes and technologies that can identify and address the underlying reasons for those complaints, as well as the organizational changes required and mandated to provide continuous improvements. In addition to providing a series of how-to recommendations, the book also includes a wide range of examples from many companies and organizations around the world that have successfully embarked on the path to achieving Zero Complaints, using the Zero Defects learnings and going towards Zero Problems. This book will change management thinking.
The Content Marketing Revolution
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Author : Bruce May
language : en
Publisher: Lulu.com
Release Date : 2019-02
The Content Marketing Revolution written by Bruce May and has been published by Lulu.com this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-02 with Business & Economics categories.
A comprehensive explanation of how marketing works today. Learn how the pieces fit together and support each other, from online ad platforms, to the content that fuels the systems. It's not just about producing the best content. It's about using that content in a more complex system... a content marketing system. The sum is greater than the parts. That sum-total means that we can engage with niche audiences, automate conversations, build detailed profile records, drive prospects to do business with our companies on their own terms and provide meaningful content that educates and even entertains our target markets in ways that have never been possible before. Accept the challenge of building a marketing system using the best practices described in this book and you will help fulfill the promise of digital technology which continues to change how we build customer relationships and sell products in the digital age.
The New Online Trade
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Author : Gerrit Heinemann
language : en
Publisher: Springer Nature
Release Date : 2023-03-30
The New Online Trade written by Gerrit Heinemann and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-03-30 with Business & Economics categories.
This book presents developments and future trends in e-commerce, which is shaped by customers' new digital communication and consumption patterns. Gerrit Heinemann sheds light on e-commerce business models, channel excellence as well as success factors such as digital time advantages and customer centricity. He analyzes the digital challenges and highlights the consequences and opportunities associated with online commerce. Recognized best practices illustrate how successful digital commerce works and what the "lessons learned" of the past years are. The 13th edition describes which new approaches will shape the future of online retail and which developments will remain long-term issues. While, for example, app and smartphone commerce, including mobile payment, continue to be long-running issues, the environmental issue is coming at online commerce with a concentrated charge. This means that people's growing need for more sustainability and consideration for the environment has now also arrived in e-commerce. This work is therefore devoted to sustainable e-commerce in the context of online logistics, which runs counter to the new trend towards quick commerce. The topics of climate neutrality and returns management are also increasingly coming into focus. In addition, current topics such as the marketplace theme and social commerce will be explored in greater depth. Furthermore, numerous new legal requirements are taken into account, which place increased obligations on marketplace operators in particular. The content - Meta-targeting and business ideas in online retailing - Business model of online trade - Forms of online trade - Business systems and benchmarks in e-commerce - Best practices and risks in online retailing
Economic Foundations Of Strategy
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Author : Joseph T. Mahoney
language : en
Publisher: SAGE
Release Date : 2005
Economic Foundations Of Strategy written by Joseph T. Mahoney and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with Business & Economics categories.
The theoretical foundations of management strategy are identified and outlined in this text. Five theories are considered in the light of questions about how organisations operate efficiently, cost minimization, wealth creation, individual self-interest, and continued growth.
Trust In Knowledge Management And Systems In Organizations
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Author : Maija-Leena Huotari
language : en
Publisher: IGI Global
Release Date : 2004-01-01
Trust In Knowledge Management And Systems In Organizations written by Maija-Leena Huotari and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004-01-01 with Business & Economics categories.
Annotation Trust in Knowledge Management and Systems in Organizations highlights the complexity of the invisible phenomenon of trust challenged by the global economy. The book includes fresh insights, novel theoretical frameworks, and empirical results and ideas for future research. The eleven chapters explore the multidisciplinary nature of the concepts of trust and KM. The concept of trust is analyzed by presenting its extensive description in relation to knowledge and information-intensive activities and systems.
The Masterless
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Author : Wilfred M. McClay
language : en
Publisher: Univ of North Carolina Press
Release Date : 1994
The Masterless written by Wilfred M. McClay and has been published by Univ of North Carolina Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with History categories.
Includes bibliographical references and index.
Ordinary Organisations
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Author : Stefan Kühl
language : en
Publisher: John Wiley & Sons
Release Date : 2017-05-23
Ordinary Organisations written by Stefan Kühl and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-05-23 with History categories.
During the Holocaust, 99 percent of all Jewish killings were carried out by members of state organizations. In this groundbreaking book, Stefan Kühl offers a new analysis of the integral role that membership in organizations played in facilitating the annihilation of European Jews under the Nazis. Drawing on the well-researched case of the mass killings of Jews by a Hamburg reserve police battalion, Kühl shows how ordinary men from ordinary professions were induced to carry out massacres. It may have been that coercion, money, identification with the end goal, the enjoyment of brutality, or the expectations of their comrades impelled the members of the police battalion to join the police units and participate in ghetto liquidations, deportations, and mass shootings. But ultimately, argues Kühl, the question of immediate motives, or indeed whether members carried out tasks with enthusiasm or reluctance, is of secondary importance. The crucial factor in explaining what they did was the integration of individuals into an organizational framework that prompted them to perform their roles. This book makes a major contribution to our understanding of the Holocaust by demonstrating the fundamental role played by organizations in persuading ordinary Germans to participate in the annihilation of the Jews. It will be an invaluable resource for students and scholars of organizations, violence, and modern German history, as well as for anyone interested in genocide and the Holocaust.
The Friction Project
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Author : Robert I. Sutton
language : en
Publisher: St. Martin's Press
Release Date : 2024-01-30
The Friction Project written by Robert I. Sutton and has been published by St. Martin's Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-01-30 with Business & Economics categories.
The definitive guide to eliminating the forces that make it harder, more complicated, or downright impossible to get things done in organizations. Find out why Adam Grant says "If every leader took the ideas in this book seriously, the world would be a less miserable, more productive place." Every organization is plagued by destructive friction. Yet some forms of friction are incredibly useful, and leaders who attempt to improve workplace efficiency often make things even worse. Drawing from seven years of hands-on research, The Friction Project by bestselling authors Robert I. Sutton and Huggy Rao teaches readers how to become “friction fixers.” Sutton and Rao kick off the book by unpacking how skilled friction fixers think and act like trustees of others’ time. They provide friction forensics to help readers identify where to avert and repair bad organizational friction and where to maintain and inject good friction. Then their help pyramid shows how friction fixers do their work, from reframing friction troubles they can’t fix right now, so they feel less threatening, to designing and repairing organizations. The heart of the book digs into the causes and solutions for five of the most common and damaging friction troubles: oblivious leaders, addition sickness, broken connections, jargon monoxide, and fast and frenzied people and teams. Sound familiar? Sutton and Rao are here to help. They wrap things up with lessons for leading your own friction project, including linking little things to big things; the power of civility, caring, and love for propelling designs and repairs; and embracing the mess that is an inevitable part of the process (while still trying to clean it up).
Organizing Control
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Author : Jeffrey Fear
language : en
Publisher: Harvard University Press
Release Date : 2009-07-01
Organizing Control written by Jeffrey Fear and has been published by Harvard University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-07-01 with Business & Economics categories.
In a pioneering work, Jeffrey Fear overturns the dominant understanding of German management as “backward” relative to the U.S. and uncovers an autonomous and sophisticated German managerial tradition. Beginning with founder August Thyssen—the Andrew Carnegie of Germany—Fear traces the evolution of management inside the Thyssen-Konzern and the Vereinigte Stahlwerke (United Steel Works) between 1871 and 1934. Fear focuses on the organization and internal dynamics of the company. He demonstrates that initiatives often flowed from middle managers, rather than from the top down. Shattering stereotypes of the overly bureaucratic and rigid German firm, Fear portrays a decentralized and flexible system that underscores the dynamic and entrepreneurial nature of German business. He fundamentally revises the scholarship on Alexander Gerschenkron and Germany’s Sonderweg, and critiques Max Weber’s concept of the corporation and capital accounting. He develops a loosely coupled relationship among enterprise strategy, organization, the structure of responsibility, and its accounting system, which links information, knowledge, and power inside the firm. This method of organizing control is central to understanding corporate governance. Original and provocative, this work will generate much debate among historians, organizational theorists, and management and accounting scholars.