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All rights reserved, Harvard Business Press, 2009 |
Collaboration: How Leaders Avoid the Traps, Create Unity, and Reap Big Results
Author: Hansen, Morten T
Publisher: Boston, MA: Harvard Business Press, 2009
Call Number: 658.4092 HAN
(Available for reference at the National Library and for loan at the Public Libraries)
Teams are common in many organizations. They engage in wide-ranging collaborative activities such as thinking up new ideas and solutions, designing and developing new products, resolving problems and improving work processes.
However, not every team effort results in success. Consolidating a decade of field research and interactions with companies such as HP, P&G, Apple and BP, this book emphasizes the importance of differentiating between good and bad collaboration. It goes on to highlight the four barriers to collaboration and outlines three strategy levers that leaders can customize to tear down those barriers.
Pick up this title today and learn how to draw the best from your teams!
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All rights reserved, Gower, 2009 |
Dynamic Supply Chain Management
Author: Gattorna, John.
Publisher: Surrey, England ; Burlington, Vt. : Gower, 2009
Call Number: RBUS 658.7 GAT
(Available for reference at the National Library Singapore)
Today, every business strives to deliver their products and services to customers faster and cheaper. However, supply chain management is more than just delighting the end customer. It necessitates examination and effective management of the various strategic relationships one has with its business partners, suppliers, and employees.
In this book, John Gattorna illustrates how to create strategic relationships with all the parties within the supply chain and includes numerous case studies including DHL Taiwan and Fonterra. This book concludes with a forward-looking view at China and India as future giants of supply chains in the year 2030.
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All rights reserved, Kogan Page, 2008 |
Global Account Management: A Complete Action Kit of Tools and Techniques for Managing Key Global Customers
Author: Cheverton, Peter
Publisher: London; Philadelphia: Kogan Page, 2008
Call Number: 658.84 CHE
(Available for reference at the National Library and for loan at the
Public Libraries)
As the world shrinks and more businesses are conducted across countries, the importance of Global Account Management (GAM) increases.
With the intention to help its readers succeed in GAM, this book defines what constitutes a global account, looks at the challenges of managing such accounts as well as proposes several action plans and strategies.
Topics covered include understanding the global buyer, understanding the decision-making process, managing global touch points, the global account plan, cultural diversity and performance and reward.
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All rights reserved, Portfolio, 2008 |
Let's Get Real or Let's Not Play: Transforming the Buyer/Seller Relationship
Author: Khalsa, Mahan
Publisher: New York : Portfolio, 2008
Call Number: 658.8 KHA
(Available for reference at the National Library and for loan at the Public Libraries)
Thinking of ways to improve your sales performance or the performance of your sales team'
Authors Mahan Khasla and Randy Illig believe that in helping your clients succeed, you will succeed too in terms of sales results! This book puts forth the framework and processes to help you move from the traditional buyer-seller relationship to a trusted person-to-person relationship.
The practices can help you:
- Create new business opportunities from scratch in a way all parties can feel good about.
- Structure the conversation to truly understand a client's real need and build trust
- Engage people in honest dialogue by asking hard questions in a soft way, then listening
- Close the deal by opening minds, and grow business.
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All rights reserved, McGraw-Hill, 2009 |
The Customer Rules: The 14 indispensable, irrefutable, and indisputable qualities of the greatest service companies in the world
Author: Beemer, C. Britt.
Publisher: New York; Singapore: McGraw-Hill, c2009
Call Number: RBUS 658.812 BEE
(Available for reference at the National Library and for loan at the Public Libraries)
Customer loyalty is achievable!
Through extensive market research and a close study of 14 companies that excel in customer service, the authors identified 14 principles to achieve customer loyalty. You will learn how to consistently give a 'wow' experience to your customers, repeatedly exceed your customer's expectations, avoid the 9 'don'ts' that drive customers out the door ' and more
This book touches on customer service in varying industries, from retail, service to manufacturing. Interviews with top executives from Chubb, Lexus, Johnson & Johnson and Four Seasons Hotel are included.
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Please check the availability of the materials at: http://catalogue.nlb.gov.sg
Database articles
Presbyterian Improves Customer Experience
Author: Anonymous
Source: Health Management Technology, 30(8), 26-27.
Date: August 2009
To create a seamless view of customer service for their clients and improve the level of its customer satisfaction, Presbyterian Healthcare Services transforms its contact centre system into an integrated customer-care system. This case study documents the transformation process and how the new system leverages on the latest technologies such as the Web, live agents, automated voice, patient options for scheduling proactive call-backs and business processes.
Retrieved from Proquest Central. Available at the National Library Board libraries.
Always Happy to Help!
Author: Eyre, Elizabeth
Source: Training Journal; p30-32, 3p
Date: September 2008
This case study looks at how ASDA Wal Mart comes up with a customer service programme for their employees. It begins with their key management identifying the behaviours and attitudes that are most important to customers, and subsequently seeking the help of an external consultancy company to design the training programme.
Retrieved from EBSCOhost Business Source Complete. Available at the National Library Board libraries.
If you have any enquiry, please send to ref@nlb.gov.sg
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