Don Peppers, Martha Rogers

Rules to Break and Laws to Follow (eBook, PDF)

How Your Business Can Beat the Crisis of Short-Termism

• Format: PDF

Produktbeschreibung

Praise for Rules to Break & Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism "A fascinating, highly readable synthesis of business principles, technology, sociology and common sense, Rules to Break and Laws to Follow persuasively shows the connection between customer trust and business profits, and then explains how to make it happen. As a bonus, you'll learn how to make your company more innovative, how to ensure your employees actually enjoy what they're doing, and how to deal with the kinds of service and quality breakdowns that occasionally plague any company, even a well-managed one. This book should be on your required reading list." --Stephen M. R. Covey, bestselling author of The Speed of Trust: The One Thing That Changes Everything "Over the years, Peppers and Rogers have given me valuable advice about navigating the changing business landscape. This book is a must-read for managers who want to empower their employees and customers to?make change their ally." --Jim McCann, founder and CEO of 1-800-FLOWERS.COM "Highly readable and entertaining. Make sure everybody in your firm reads this book by last Friday." --Dror Pockard, CEO of eglue "In a time when most companies are built to flip, Peppers and Rogers have planted a stake in the ground to help you survive past the next round of financing or consumer fad. Knowing what rules to break is arguably even more important than what laws to follow, and this book imparts knowledge for both." --Guy Kawasaki, cofounder of Truemors and author of The Art of the Start "Peppers and Rogers have created the unthinkable: an enjoyable wake-up call! Their book serves up one compelling and provocative idea after another, and the authors enjoy debunking some of our most deeply ingrained business beliefs. Read this book and your customers will thank you." --Dan Heath, coauthor of Made to Stick: Why Some Ideas Survive and Others Die

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Produktdetails

• Verlag: John Wiley & Sons
• Seitenzahl: 256
• Erscheinungstermin: 19. Februar 2008
• Englisch
• ISBN-13: 9780470288023
• Artikelnr.: 37291294

Autorenporträt

Don Peppers & Martha Rogers, PhD, are the founding partners of Peppers & Rogers Group and 1to1 Media, the world's premier customer-focused consultancy and award-winning publishing company, now part of Carlson Marketing Worldwide. In addition to hundreds of trade and academic articles appearing in publications including Harvard Business Review, they are the coauthors of the bestselling "1to1" series of business books, available in seventeen languages. In addition, they have written a comprehensive graduate-level textbook, Managing Customer Relationships. Their most recent book was the highly successful Return on Customer, challenging companies to measure business success entirely differently, and documenting the customer base as a revenue-producing asset for businesses, capable of driving a company's long-term economic worth. Peppers and Rogers have been cited on numerous lists of thought leaders and business gurus, and serve on several boards.

Inhaltsangabe

Chapter 1. False Assumptions. A "Perfect Storm" of New Technologies.
Imitation, Circular Mills, and Mythbusting. Crisis of Short-Termism: The
Mother of All Problems. Questions Every Business Needs to Answer. Primacy
of Customer Trust. Chapter 2. "Value" is the New "Profit". Jabbing at the
Elevator Button in the Stock Market. Focus only on the Short Term and
You'll Lose Sight of the Long Term. Customers Create Long-Term Value, Too.
The Secret Life of Companies: Short Games. Take the Money and Run. Business
Models Behaving Badly. Short-Term Gain, Long-Term Loss. Stupid Is as Stupid
Does. Chapter 3. Customers are a Scarce Resource. Using Up Customers. Which
Do You Choose? Customers or Money? Money is Still the Root of All
Investment What's in Your Budget? Re-Thinking Your Whole Business. Chapter
4. In the Long Term, the Good Guys Really Do Win. Reciprocity: The Golden
Rule Applied to Customers. The Man with the Folding Chair. Does Your Firm
Practice Reciprocity? Customer Trust is an Antidote to Short-Termism. Treat
Employees the Way You Want Them to Treat Customers. Chapter 5. Increasing
the Value of Your Business. Embroider on Your CFO's Pillowcase: Customer
Equity. Ratcheting Up Your Customer Equity. What Return Are You Getting on
Your Customers? Value Creators, Value Harvesters, and Value Destroyers.
Getting Credit for Earning Customer Trust. Chapter 6. Culture Rules.
Defining and Managing Culture. Do as I Say, Not as I Do. Welcome to the
"Conceptual Age". Galloping Decentralization Means Culture is More
Important. Creating a Culture of Customer Trust. Hey! There's a Person in
There! Chapter 7. Capitalism Redux: Greed Is Good, But Trust Is Even
Better. Reputations Go Online. Taking the Friction Out of Commerce Playing
the Ultimatum Game. Technology Facilitates Reciprocity. Technology Seen
Through the Wrong End of the Telescope. Chapter 8. Customers and Honeybees.
Who's on Your Speed-Dial? Diverse Connections. Customer-Inspired
Innovation. Word of Mouth: Business Opportunity? Chapter 9. Oops! Mistakes
Happen: Recovering Lost Trust. Competence Also Required. Recovering Lost
Trust. Competitive Success Can Harm Trust. Trust, Competence, and You.
Chapter 10. Innovate Or Die. Responding to Change. Technology, Progress,
and Change. Creating a Climate of Innovation. Supporting the Lunatic
Fringe. Creativity Cannot Be Commanded. Chapter 11. Order and Chaos.
Efficiency Often Undermines Innovation 3M Loses Its Innovative Mojo, Then
Gets Its Groove Back. Having It Both Ways. Your Customers Can Help You
Strike the Right Balance. Does Trust Encourage Innovation? Chapter 12. The
Wisdom Of Dissent. Diversity and Variety. Size Does Matter. Avoiding Bad
Group Decision Making. Chapter 13. Engaged and Enabled. The Power of the
Network. Employee Engagement. Employees with a Sense of Mission. Giving
Your Employees the Tools and the Power They Need to Create Value. Chapter
14. Leaders Needed. Inquire Within. The Twelve "Laws To Follow". Endnotes.
References. Index.

Rezensionen

"Harnessing the power of connected customers and networked employees is now the key to success and that s what this book is all about." ( Bookviews.com , April 2008)