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eCustomerServiceWorld.com recommended reads
(NB Check out our Top Ten and our New Books as well!)Browse through and click on a title for a review. | The Five Temptations of a CEO Patrick Lencioni | | | The Fortune at the Bottom of the Pyramid: Eradicating Poverty through Profits C. K. Prahalad | | | The Future of Competition, Co-creating Unique Values With Customers C. K . Prahalad and Venkat Ramaswamy | | | The Future of Leadership Warren G. Bennis, Gretchen M. Spreitzer, Thomas G. Cummings | | | The Future of the Multinational Company Julian Birkinshaw, George Yip, Sumantra Goshal, Costas Markides, John Stopford, Editors | | | The Geek Squad Guide To Solving Any Computer Glitch Robert Stephens | | | The Golden Rules of Customer Care (US Version: Customers for Life) Carl Sewell & Paul Brown | | | The Guru Guide to Marketing Jimmie T. Boyett, Joseph H. Boyett | | | The Halo Effect and the eight other business delusions that deceive managers Phil Rosenweig | | | The Heart of Change: Real-Life Stories of How People Change Their Organizations John P. Kotter, Dan S. Cohen | |
 | | The Five Temptations of a CEO
Author: Patrick Lencioni
UK Publisher: Jossey-Bass
ISBN: 0787944335
Quick Review: A management coach narrates a fable about young, ambitious Andrew O'Brian who, while contemplating his impending board review, is taught by a mysterious stranger the five perils that can befall a chief executive officer and how to avoid them. buy UK() buy US($)
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| | The Fortune at the Bottom of the Pyramid: Eradicating Poverty through Profits
Author: C. K. Prahalad
UK Publisher: Financial Times Prentice Hall
ISBN: 0131467506
“We are the world” doesn’t have to mean charity. Possibly Prahalad’s most important work of 2004 encourages organizations in the west to view customers in the developing world differently; specifically to start seeing customers and business partners in the developing world, not just charity cases. "C. K. Prahalad argues that companies must revolutionize how they do business in developing countries if both sides of that economic equation are to prosper. Drawing on a wealth of case studies, his compelling new book offers an intriguing blueprint for how to fight poverty with profitability."
Bill Gates, Chairman and Chief Software Architect, Microsoft
"The Bottom of the Pyramid belongs at the top of the reading list for business people, academics, and experts pursuing the elusive goal of sustainable growth in the developing world. C. K. Prahalad writes with uncommon insight about consumer needs in poor societies and opportunities for the private sector to serve important public purposes while enhancing its own bottom line. If you are looking for fresh thinking about emerging markets, your search is ended. This is the book for you."
Madeleine K. Albright, Former U.S. Secretary of State
"Prahalad challenges readers to re-evaluate their pre-conceived notions about the commercial opportunities in serving the relatively poor nations of the world. The Bottom of the Pyramid highlights the way to commercial success and societal improvement--but only if the developed world reconceives the way it delivers products and services to the developing world."
Christopher Rodrigues, CEO, Visa International
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| | The Future of Competition, Co-creating Unique Values With Customers
Author: C. K . Prahalad and Venkat Ramaswamy
UK Publisher: Harvard Business School Press
ISBN: 1578519535
Gary Hamel’s co-author of Competing For The Future re-arranges the title words of that book and teams up with marketing guru Ramaswamy ten years on to come up with The Future of Competition. It’s the more original sub-title that interests us: Co-creating Unique Value With Customers. Prahalad and Ramaswamy argue that the role of the customer has changed dramatically. Once passive recipients of the products and services companies created for them, customers are now active participants who actually co-create the value they receive, from products and services they help develop, test, and distribute. Whereas in the 1990s competitive advantage was derived from Prahalad and Hamel’s landmark notion of "core competencies" (those activities a company does better than anyone else), in the future it will come from how proficient companies are at providing opportunities for customers to co-create unique experiences. Prahalad and Ramaswamy present four key building blocks that will enable companies to co-create the future with customers - transparency, access, dialogues, and risk management - and illustrate them through rich examples from a wide range of companies. buy UK() buy US($)
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| | The Future of Leadership
Author: Warren G. Bennis, Gretchen M. Spreitzer, Thomas G. Cummings
UK Publisher: Jossey Bass Wiley
ISBN: 0787955671
Quick Review: A cast of the world's foremost leadership gurus come together in this book to offer their thoughts on leadership in the new economy.
Renowned leadership gurus - speak to the next generation . Contributions from:
Charles Handy, Thomas H. Davenport , Steven Kerr, Tom Peters plus many others.
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| | The Future of the Multinational Company
Author: Julian Birkinshaw, George Yip, Sumantra Goshal, Costas Markides, John Stopford, Editors
UK Publisher: Jossey-Bass
ISBN: 0470850655
Quick Review: Recent Events -- from September 11th to the anti-globalization protests to the collapse of the high-tech boom -- have accentuated the sense that the global economy is moving into uncharted waters. Bringing together the leading authorities on globalization and international business The Future of the Multinational Company looks ahead to the new challenges facing multinational firms and predicts what the multinational company will look like in ten years time. buy UK() buy US($)
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| | The Geek Squad Guide To Solving Any Computer Glitch
Author: Robert Stephens
UK Publisher: Simon & Schuster
ISBN: 0684843439
Amazon Customer Review:
This quirky and humourous book is clear and easy to follow. The instructions are step-by-step with simple guidelines to solve each crisis you may encounter.
Each page is decorated with fun illustrations and even has a couple of computer related poems by Martha Rose Reeves.
The big surprise for me however, is just how witty this book is. Far from being monotonous and dull, the jokes made me laugh out loud!
Full of handy tips and hints, including:
*how to save time and money if you do need to contact a technician
*deciding what computer to buy
*how to solve troubleshooting problems with your PC, printer, modem and scanner
*how to recover your data if you have a dilemma
*maintenance
*how to set up reliable backup procedures
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| | The Golden Rules of Customer Care (US Version: Customers for Life)
Author: Carl Sewell & Paul Brown
UK Publisher: Pocket Books
ISBN: 067102101X
Author comment: The author, Paul B. Brown (:PaulBBrown@aol.com), 1 September, 1998
Thank you, thank you, thank you. Carl and I could not imagine your reaction to Customers for Life. The book has now sold 800,000 copies worldwide. (Let me know if you need to read the book in Norwegian.) So, in response we would like to say two things: 1. Thank you--and thanks to the people at Amazon.com for (in large part) making this possible. 2. We (finally) have an answer to all those people who said: "When are you going to update the book?" We have. This is the new edition that has just been published by Pocket Books. Thank you, again. (Carl Sewell is of the legendary ‘Sewell Cadillac’ car dealership. Learn how they do it! Links:
Tony Mosely’s article on Sewell in our eArticles Store to whet your appetite for this book) buy UK() buy US($)
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| | The Guru Guide to Marketing
Author: Jimmie T. Boyett, Joseph H. Boyett
UK Publisher: John Wiley & Sons
ISBN: 0471213772
Quick Review: New technology and New Economy business practices have resulted in a marketing revolution. The authors draw upon top marketers like Seth Godin, Ian Gordan, Sam Hill, Glenn Rifkin, and Don Peppers to create a user-friendly, expert guide to the newest trends in marketing. Topics include: the future of marketing, customer relations, the future of mass marketing, global marketing, consumer behavior in diverse societies, brand management, new product development, and online marketing. buy UK() buy US($)
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| | The Halo Effect and the eight other business delusions that deceive managers
Author: Phil Rosenweig
UK Publisher: Simon & Schuster
ISBN: 0743291255
Book review text:
Much of our business thinking is shaped by delusions -- errors
of logic and flawed judgments that distort our understanding of the real reasons for a company's performance. In a brilliant and unconventional book, Phil Rosenzweig unmasks the delusions that are commonly found in the corporate world. These delusions affect the business press and academic research, as well as many bestselling books that promise to reveal the secrets of success or the path to greatness.
Such books claim to be based on rigorous thinking, but operate mainly at the level of storytelling. They provide comfort and inspiration, but deceive managers about the true nature
of business success.
The most pervasive delusion is the Halo Effect. When a company's sales and profits are up, people often conclude that it has a brilliant strategy, a visionary leader, capable employees, and a superb corporate culture. When performance falters, they conclude that the strategy was wrong, the leader became arrogant, the people were complacent, and the culture was stagnant. In fact, little may have changed -- company performance creates a Halo that shapes the way we perceive strategy, leadership, people, culture, and more.
Drawing on examples from leading companies including Cisco Systems, IBM, Nokia, and ABB, Rosenzweig shows how the Halo Effect is widespread, undermining the usefulness of business bestsellers from In Search of Excellence to Built to Last and Good to Great.
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| | The Heart of Change: Real-Life Stories of How People Change Their Organizations
Author: John P. Kotter, Dan S. Cohen
UK Publisher: Harvard Business School Press
ISBN: 1578512549
Quick Review: Based on interviews within over 100 organizations in the midst of large-scale change, The Heart of Change delivers the simple yet provocative answer to this question, forever altering the way organizations and individuals approach change. While most companies believe change happens by making people think differently, Kotter and Cohen say the key lies in making them feel differently. They introduce a new dynamic-"see-feel-change"-that fuels action by showing people potent reasons for change that spark their emotions. buy UK() buy US($)
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