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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 Pirate Inside: Building a Challenger Brand Culture Within Yourself and Your Organizations
Author: Adam Morgan
UK Publisher: John Wiley and Sons Ltd
ISBN: 0470860820
Quick review: Most marketing and branding books fall into one of two camps: either they are about leaders or they assume that brands can be managed by process alone. The Pirate Inside is different. It forwards the idea that brands are about people, and Challenger Brands are driven by a certain kind of person in a certain kind of way. Challenger Brands don't rely on CEOs or founders, but on the people within the organization whose personal qualities and approach to what they do make the difference between whether the brand turns to gold or falls to dust.
buy UK() buy US($)
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| | The Power of Six Sigma
Author: Subir Chowdhury
UK Publisher: Financial Times Prentice Hall
ISBN: 027365621X
US Publisher: Dearborn Trade
ISBN: 0793144345
Quick Review:Six Sigma is based on designated teams ("people power") that focus solely on solving a specific problem ("process power"), which may lead to efficiencies that please consumers and, by saving the company money, enhance the bottom line. What distinguishes Six Sigma from other popular quality management techniques, such as Total Quality Management and ISO9000, is that each team has a clear goal; moreover, employees benefit because companies usually tie a financial incentive to a team's goal. While Chowdhury's is not the first book about Six Sigma, what makes his stand out is its engaging and simple approach intended for a broad audience, from the assembly line worker to middle managers and CEOs of smaller companies. buy UK() buy US($)
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| | The Power of the Tale: Using Narratives for Organizational Success
Author: J. Allan
UK Publisher: John Wiley and Sons Ltd
ISBN: 047084227X
Quick Review: This volume contains some real life examples of how story-telling in organisations can lead to learning and problem solving, encouraging overall organizational success.
This book takes the everyday stories of life in a variety of organisations and suggests, not only why they are vital, but also how to start telling stories that could make a difference in a working environment. Based around seven diverse settings, the book weaves a picture of life in these places through telling stories of them and about them. Some of the accounts are fictionalised but their truth is clear - they describe situations, and characters, we have all met at some time in our working lives.
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| | The Pursuit of WOW!
Author: Tom Peters
UK Publisher: Macmillan
ISBN: 0333650840
US Publisher: Vintage Books
ISBN: 0679755551
Quick Review: This is the second title in a series of books from Tom Peters, the author of "In Search of Excellence", aimed at stimulating the reader's thinking about business. This book covers wide-ranging topics such as people's love of "bigness", building the curious corporation, how crisis can be a teacher and what to do when failure looks like success. It is intended to be a stimulant rather than a pacifier. Links:
eResearch Store (Tom Peters’ entry in our Who's Who) buy UK() buy US($)
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| | The Quality Audit for ISO 9001:2000
Author: David Wealleans
UK Publisher: Gower Publishing Limited
ISBN: 0566082454
A complete guide to the entire range of audits associated with maintaining compliance to ISO 9001. The book covers all aspects of auditing, including certification assessment, supplier investigation and internal audit, thereby enabling the auditor to appreciate the approaches adopted. buy UK() buy US($)
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| | The Radical Team Handbook: Harnessing the Power of Team Learning for
Author: John C. Redding
UK Publisher: John Wiley & Sons
ISBN: 0787951617
A toolkit for implementing a radical teamwork structure capable of keeping pace with the marketplace's current demands for high speed, frame-breaking, system-wide change. Here readers are given the tools for implementing a radical new team style based on team learning, whereby a step-by-step logical approach gives way to a non-linear, cyclical exploration, and harmony is supplanted by dissonance. Concrete action steps show readers how to apply the new approach to their own projects. Finally, readers get information on how to select for, train, and support radical teams on an organization-wide basis. buy UK() buy US($)
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| | The Relationship Edge in Business: Connecting with Customers and Colleagues When It Counts
Author: Jerry Acuff and Wally Wood
UK Publisher: John Wiley & Sons Inc
ISBN: 0471477125
Quick Review: Everyone knows that one of the most important aspects of business is the relationship between businesspeople and their clients and colleagues. Yet there are woefully few resources that help businesspeople build those positive relationships. The Relationship Edge in Business describes a three-step process that any businessperson can learn to apply. Author Jerry Acuff explains the principles, lays out the 20 questions that reveal what people care about, and suggests dozens of simple, unexpected, and practical ways to apply that information in building stronger relationships. This valuable resource can help anyone forge closer, and better, ties with customers and associates. buy UK() buy US($)
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| | The Relationship-Based Enterprise: Powering Business Success Through Customer Relationship Management
Author: Ray McKenzie
UK Publisher: McGraw-Hill
ISBN: 0070860815
Quick ReviewA guide to creating and maintaining a successful businesses by establishing and continuing good customer relationships. Filled with real-world insights and examples form management consultants. Presents a conceptual roadmap to making customer centered success a reality in any business. buy UK() buy US($)
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| | The Richer Way
Author: Julian Richer
UK Publisher: EMAP Business Communications
ISBN: 0952673002
Quick Review:
From: Prashant Sanghani (sanghani@dircon.co.uk) from London.
Make someone's year - buy this book for them.... Think you know what makes a business / company / department run well? Sure you do - it's the people. Seems pretty obvious then that the way you treat these individuals will govern how well things run. So how should you treat them? How should you recruit, train, motivate and develop them? Julian Richer has several ideas, and most importantly has practised them in his own successful business. Buy this book, read it and then realise what a superb present it will make for so many friends and colleagues.
From: mriley@netcomuk.co.uk from London.
Buy this book!
This might not be at the top of the bestseller anymore. It maybe never was. But I think this guy is great. Some of the ideas are so different and refreshing. Quite possibly one of the most underrated biz books of all time. (So, maybe these two reviewers are related to him: who knows…But, we think it’s great, too. Phil@eCustomerServiceWorld.com) Links:
eResearch Store (Julian’s entry in the
Who's Who) buy UK()
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| | The Rise of the Player Manager
Author: Philip Augar, Joy Palmer
UK Publisher: Penguin Books
ISBN: 0140286659
US Publisher:
ISBN:
Quick Review:
Player Managers are the forgotten heroes of the modern workplace and The Rise of the Player Manager traces their development through the last quarter of the 20th century. Managing for shareholder value, expansion of the professions and the growth of knowledge working in the information economy have all been factors in the rise.
Preferring to base the book on real-life scenarios rather than theoretical perspectives, the authors carried out fieldwork with over 500 Player Managers in the UK and US. The book doesn’t offer ten-point plans and ready made solutions: instead, it sets out to show how Player Managers with very different styles can rise to their challenges.
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