- Disaster Apps for Your Digital Go Bag
- Manager's guide to crisis management /Jonathan Bernstein ; with Bruce Bonafede. – National Library
- Negotiating Skills for Managers
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Covering every aspect of the topic—from defining crisis management and policies to training for and responding to crises—it helps you fully grasp any situation that threatens business, careers, and even lives.
Disaster Apps for Your Digital Go Bag
Lead through any crisis smoothly and with minimal ramifications by mastering the most effective tactics, including:. Look for these innovative design features to help you navigate through each page:.
In Chapter 10, we show you how to use CRM to avoid the deadly trap of complacency in your customer relationships. And finally, in Chapter 11, you ll learn how to reset your CRM strategy and the tactics you choose for implementing it. Committing to this process will keep your CRM approach complete and effective far into the future.
Identify where your existing CRM strategy is strong, and where you can make improvements. Capture ideas for building buy-in for CRM, and for sharing information across department lines. Whether you are a senior executive or a line manager, your understanding of the concepts of CRM and your commitment to using the tools of CRM make a difference. Special Features The idea behind the books in the Briefcase Series is to give you practical information written in a friendly person-to-person style. The chapters are short, deal with tactical issues, and include lots of examples. They also feature numerous boxes designed to give you different types of specific information.
Here s a description of the boxes you ll find in this book. These boxes do just what they say: give you tips and tactics for being smart in the way in which to manage customer relationships in different situations. These boxes provide warnings for where things could go wrong when you re trying to build and sustain customer relationships. Here you ll find the kind of how-to hints the pros use to make CRM efforts go more smoothly and successfully. Every subject, including CRM, has its special jargon and terms. Looking for case studies of how to do things right and what happens when things go wrong?
Look for these boxes. Acknowledgments Writing a book is always a collaborative process. We have many people to thank for their generous support.
Manager's guide to crisis management /Jonathan Bernstein ; with Bruce Bonafede. – National Library
First and foremost, we extend warm appreciation to John Woods of CWL Publishing Enterprises, for his invaluable guidance, patience, and belief in this project and in us. And thanks to Bob Magnan, also with CWL, whose editing skills and encouraging words were both greatly valued. Susan Dees was a terrific source of creative inspiration, always willing to talk through a new idea or concept. Maggie Kaeter was there with priceless support as our deadline approached. Carol s husband, Steven, deserves special credit for his unfaltering support demonstrated in ways too numerous to mention.
Scott, who helped us stay true to our target readers and to the numerous other friends and family members who told us we know you can do it. About the Authors How can you make sure you won t make a mistake when dealing with customers? You can t. But if you see a box like this, it will give you practical advice on how to minimize the possibility. Kristin Anderson is president of Say What? Consulting, a Minneapolis-based firm that works with individuals and organizations to assess existing customer service and communication practices, create and implement change plans, and improve service and communication effectiveness.
Kristin has worked internationally with employees at all levels from top executives and senior managers, to front-line staff and support area employees. Kristin is host of the six-part video training series, On the Phone Her articles and interviews have appeared in numerous publications.
When not speaking, training, consulting, or writing, Kristin enjoys on-the-water activities, including racing her MC sailboat during the summer and playing BroomBall during the winter. Carol Kerr has over a decade of consulting experience, including work as an Organization Effectiveness Consultant for Motorola. She is currently president of VisionResearch, an organization effectiveness consulting group working with hightech, hospitality, and public sector organizations.
VisionResearch take a systemic, whole organization view to assessing overall effectiveness, and then works with our clients to close performance gaps. As a frequent guest lecturer for the Human Resources Development graduate program at the University of Texas at Austin, Carol addresses topics that range from the basics of developing a corporate learning program, to establishing a common understanding of corporate strategy and goals in a.
Carol s expertise in how organizations function has allowed her to work with a variety of different types of groups including marketing and sales, product design, manufacturing, facilities, guest services, and even other consulting groups. She regularly finds herself working with clients on strategy development, goal setting, customer service, team building, process improvement, and quality system development. When not working Carol enjoys camping, cooking, sewing, and auto racing.
Carol has a bachelor s degree in speech communication from North Dakota State University. Carol and Kristin originally met while competing on their respective school s speech teams. She also holds a master s degree in organizational communication from Southwest Texas State University. Carol currently makes her home in Austin, Texas with her husband, Steven and their three cats, Baby, Frisky, and Tigger. We d appreciate hearing about your customer relationship management efforts.
We can be reached at KristinAnderson. Thank you for stopping by today. I look forward to working with you in the future.
Negotiating Skills for Managers
It was a pleasure to meet you today. We pride ourselves. Zoltners Prabhakant Sinha Sally E. Lorimer To Advance Readers: In quoting from. Stories from the Farm i To my parents, who took me to the farm.
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You can just wing it and be spontaneous. Or, you can plan things out ahead of time and have control over what.
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