Customer Engineering: Cutting Edge Selling Strategies (Psi Successful Business Library)

Book Description

Customer Engineering teaches David Frigstad's ground-breaking six-step process for improving sales and becoming 'customer-focused.' It successfully integrates sales and marketing strategies with engineering measurement principles to provide companies with maximum return on their efforts. Developed primarily for high-tech marketers or product managers, Customer Engineering exposes the marketing and sales myths that can doom your company. You'll learn which product support methods are truly worth your time and money, and how to effectively use them to reach customers. Learn how to increase your business and sales knowledge, or introduce new technology. This system will give you the insight and tools you need to:
* Find out who your potential customers are and what they really want
* Combine sales, lead generation, and marketing research functions into a single measurement system
* Make sure all areas of marketing are consistently customer-focused
* Eliminate ineffective advertising programs
* Design a database from which all marketing, sales, and product development decisions can be made
* Give your sales people the ability to win over customers and make them satisfied enough to buy again
Hewlett-Packard, IBM, 3M, Toshiba, and other high-tech companies are using this revolutionary approach to marketing, and you can, too. With Customer Engineering you'll learn how to easily monitor, measure, analyze and improve your sales and marketing approach.

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Career ToolKit for High School Students, The: Making the Transition from School to Work
Gary Izumo , Sarah Lyman Kravits , and Diane Lindsey Reeves
Manufacturer: Prentice Hall
ProductGroup: Book
Binding: Paperback

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What Color Is Your Parachute for Teens: Discovering Yourself, Defining Your Future (What Color Is Your Parachute for Teens)

What Color Is Your Parachute Workbook: How to Create a Picture of Your Ideal Job or Next Career

Do What You Are: Discover the Perfect Career for You Through the Secrets of Personality Type

ASIN: 0130884170

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Career ToolKit for High School Students, The: Making the Transition from School to Work
Gary Izumo
Manufacturer: Prentice Hall
ProductGroup: Book
Binding: Paperback
ASIN: B000UETJUI

Book Description

As organizations move into the future, the operations environment needs to expand into Collaborative Planning and Forecast Replenishment (CPFR), Vendor Managed Inventory (VMI), and an Enterprise Resource Planning (ERP) operating system to become and remain competitive. These innovative and complex methods require an unprecedented degree of accuracy and knowledge of the basics in operations management. Back to Basics: Your Guide to Manufacturing Excellence details the key concepts necessary to expertly apply new approaches such as ERP, CPFR, VMI, and much more. Based on the popular "Back to Basics" columns that appear in the magazine APICS: The Performance Advantage, the structure of the book allows for sufficient development of each topic and is short enough to be quickly read. Topics include: capacity, inventory, inventory accuracy, part numbering, processes, problem solving, and general managerial guidelines. Each chapter has everything you need to understand the issues and their implications. Many careers in operations management begin with production and inventory control. When entering this field, you need to know the basics - in a hurry. Developing excellence takes time and usually comes through the "school of hard knocks". Whether new on the job, or brushing up to implement the latest technology, Back to Basics: Your Guide to Manufacturing Excellence gives you the information you need to become an expert - quickly.

Book Description

'Creating Value through Business Strategy' is the new edition of 'Creating Value: Shaping Tomorrow's Business', winner of the MCA price for best management in 1997.

This new edition provides constructive guidelines to readers to open their minds to the challenges of creating value. It extends and updates the reasons for the choice of the individual offering as the strategy unit and intensifies and extends the challenges to standard approaches and conventional thinking. Updates to all the material from the first edition are included and new examples have been added throughout.

Highly-acclaimed first edition, 'Creating Value: Shaping Tomorrow's Business', was winner of the MCA price for best management in 1997.
Innovative, customer-led view of strategy that includes new examples and updated material.
Controversially plays down the role of the international and global given the revolution in communications including the internet.

Customer Reviews:

Strategic Marketing - the only way..........2006-07-24

I have had the privilege of having Shiv Mathur as my professor of Strategy during my MBA at CASS Business Schools. Actually we have been an small number of privileged students who had this privilege over the years...

The standing joke from new minted MBAs to freshmen like me was "How, well, and Shiv is also writing his book". He had been for the best of 20 years... So we were all surprised when it eventually happened. Not because of its content - we knew better. But simply because Shiv actually thought one day that he had thought enough about the whole strategy field to actually finish it and share these thoughts with the rest of the world...

One of the first marketing and strategy thought leaders to argue that cinemas where competing with restaurants as well as cafes [8-10pm slot], he also broke most of the marketing worlds' rule, pushing all of us to think not in terms of processes [4/5Ps], but in terms of pure strategy. In direct line with Porter and Omae, his thoughts are unique and totally about strategic positioning offerings [as they contain a service as well as a product elements] so that they are perceived as valuable in the eyes of an organisation's customers...

But the beauty of this book is not just that... It is also linking inputs to outputs, arguing effortlessly that any organisation is only the custodian of its assets, which it should forever look at divesting should a better owner be identified... In other words, thanks to Alfred Kenyon's rigorous financial input, linking marketing strategy to financial stewardship... Marketing becoming an extension of the financial rigour expected from any manager these days, as opposed to being a self centred void shell based upon loose and unleashed creativity of sorts... What a novel idea!

The bottom line? Almost all of us who understood and followed Shiv's teachings and spirit have been unordinary successful in whichever field we decided to evolve in. And all of us grateful for his unique contribution. In today's hyper competitive world, our own competitive advantage has been Shiv's teaching. So, according to Shiv's own thinking, I/we should be protecting jealously that know how in order to generate inordinate profits, above and beyond the cost of capital. Yet, that would be a shame: Shiv's gave me so much that I feel it is time to give back... So, buy the book, read it many times, grasp the theory, apply it daily and you will beat your competitors hands down...

A fresh approach to strategy - especially relevant for b2b.......2006-04-07

I have a 20-year-old article in my files. It's by Shiv Mathur and I originally found it in McKinsey Quarterly. Since then, I have wondered why this bright thinker did not publish more on strategy.

Well, now I have found the extended version in this 2001-book.

Beware! There are very many books on strategy and management out there, but not very many that are really insightful. My suggestion is that you pick this one next time ... especially if you work in b2b or industrial markets.

The real reason why I kept the original article is his work on differentiation, which is elaborated in chapter 5. Mathur and his co-author Kenyon outline 4 different ways of positioning a competitive strategy.

In a deceptively simple 4-square matrix they present four situations and their related strategies. The two dimensions are merchandise and support. Those features that customers see as differentiating how the seller helps them choosing, obtaining and then using the offering, constitute SUPPORT differentiation. All other features are MERCHANDISE differentiation. I my old article, I think Mathur used the terms hardware vs. software. Other authors sometimes use the dimensions of physical vs. non-physical attributes when the core element is a physical good.

An example: An automobile's merchandise features could include colour, shape, size, performance characteristics. Its support dimensions could include the test drive, instruction book, delivery service, servicing arrangements and service agent network.

If an offering is bought with little attention of differences in any of the dimensions, it is a COMMODITY-BUY. If the offering is highly differentiated in both dimensions, it is a SYSTEM-BUY. If high in support, but not in merchandise, it's a SERVICE-BUY, and in the reverse case a PRODUCT-BUY.

If you have read the strategy books by Michael Porter and Treacy/Wiersema, then you will find a clear connection between these findings. A commodity-buy is the obvious choice for the Porter's cost leader and Treacy/Wiersema's operational excellent strategy. A product-buy looks a lot like the original meaning of Porter's differentiation strategy and Treacy/Wiersema's product leader strategy. Service-buy is Treacy/Wiersema's Customer Intimacy strategy. System-buy is a new dimension that clearly suggests that there are four different generic strategies. Not only three.

Mathur manages in this book to explode the original four strategies to 16 different strategies by subdividing each of the four. This section includes very practical insights for the skilled reader.

This book is also readable because it doesn't just repeat old strategy thinking, but manages to both add to current state-of-the-art thinking and also criticize old thinking. One example is Porter's ubiquitous Five Forces industry analysis. The authors argue that it is very seldom this analysis - presented in most strategy books - provides really valuable lessons by analysing an industry. We need to dig much deeper. All the way down to the "offering". Otherwise the conclusions may become too general. Having spent 15 years with business strategy, I must say that I have experienced the same problem over and over again. After having done the Five Forces industry analysis, we quickly realize that if we did not get much closer to the "offering", the effort would have been wasted. Interesting work of course, but wasted...

Interestingly, Mathur's framework is very close in their insight to the Swedish network theorists (focusing on industrial relationships and network) that today are integrated into the European Industrial Marketing and Purchasing group of researchers. Unfortunately this IMP group is not very good at gaining access to a broader audience. But Mathur's book is a great substitute to some of their findings ...

Peter Leerskov,
MSc in International Business (Marketing & Management) and Graduate Diploma in E-business

Book Description

This book, now available in paperback, provides the first comprehensive and accessible account of the evolution of exchange rate regimes in the twentieth century. It presents a chronological, non-technical history and in doing so manages to link the past with the present to shed new light on the merits of different exchange rate systems.

Since the golden age before the First World War, the international monetary system has experienced several changes in exchange rate regimes, alternating between fixed and floating rate systems interspersed with managed or dirty floats. The authors examine and assess the evolution of exchange rate regimes since the first world war to the present day. They discuss the forces that have brought about change in order to determine how different regimes affected the economic environment. They consider the merits or otherwise of the respective regimes and assess the evidence and arguments for and against fixed and floating exchange rate systems.

Exchange Rate Regimes in the Twentieth Century provides a coherent and manageable analysis of a complex subject. It will prove invaluable to both undergraduates and postgraduates studying economic history, international economics and monetary economics.

Book Description

A relationship management theme throughout the text teaches managers to guide salespeople in establishing and maintaining relationships with their customers. Separate chapters on international and technology issues. Up-to-date coverage includes ethics, managing the salesperson in an international setting, and implications of technology in managing salespersons.

Book Description

Provides the information needed to successfully evaluate, select and implement a system. Enables readers unfamiliar with the earlier book to discover how progressive companies are using computer programs to achieve cost reduction and control the maintenance of any facility.

Customer Reviews:

can't judge a book by its cover? try its table of contents.......2006-03-09

Please ignore the truly absurd and misleading comments about this "extensively revised second edition of Terry Wireman's landmark introduction to CMMS". This appalling book reminds me to always look at the table of contents and then also index to gain an impression of the quality of analysis and thinking behind it. If Risk Management Systems by Martin Gorrod scores 99/100 as a survey of software in a one domain then Terry's book scores a 1/100 in another. bad, bad, bad. (sorry terry)

Simple yet complete guide to CMMS.......2001-12-17

In Computerized Maintenance Management Systems , Terry Wireman provides the maintenance manager with a good introduction to all aspects of CMMS implementation and use. His principal accomplishment is adequately covering the subject in 162 pages and resisting the temptation litter his work with unnecessary topics and details.

Wireman's straight-to-the-point style is emphasized by his inclusion of useful tools, such as a maintenance organization maturity grid, a detailed maintenance audit checklist, a requirements template for CMMS, detailed cost justification worksheets, and, of course, a top-ten list of problems to avoid.

Computerized Maintenance Management Systems is a worthwhile read for anybody involved in maintenance, and especially so for those in the incipient stages of installing their own CMMS.

tpm
December 16, 2001

Excellent source for CMMS and maintenance mgt information........1998-05-09

The Preface of the book says: "This book is designed to assist anyone who is investigating the possiblity of using a computer in the maintenance function. It provides the information necessary to successfully evaluate, select, and implement a CMMS." That's a very accurate statement. Along with providing that information, the author presents a concise discussion of the goals and objectives of all maintenance organizations. Finally, The Maintenance Organizational Maturity Grid appears to be a great tool for helping a maintenance organization decide where they are and where they might want to go. It's a book that ought to be on every maintenance managers book shelf. After she's read it, of course. The book is 175 pages long, and a very easy read.

Computerized Maintenance Management Systems Made Easy

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Computerized Maintenance Management Systems Made Easy
Kishan Bagadia
Manufacturer: McGraw-Hill Professional
ProductGroup: Book
Binding: Hardcover

General | Business & Investing | Subjects | Books

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CMMS: A Timesaving Implementation Process (PLANT ENGINEERING SERIES)

ASIN: 0071469850

Book Description

Computerized Maintenance Management Systems Software programs are increasingly being used to manage and control plant and equipment maintenance in modern manufacturing and service industries. However, 60% to 80% of all programs fail because of poor planning, costing millions of dollars. Written by an expert with over 30 years of experience, this book employs a step by step approach for evaluating the company’s needs then selecting the proper CMMS.

Computerized maintenance management system tackles challenges. (HSB Reliability Corp.'s Hemisphere software): An article from: Public Works

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Computerized maintenance management system tackles challenges. (HSB Reliability Corp.'s Hemisphere software): An article from: Public Works

Manufacturer: Hanley-Wood, Inc.
ProductGroup: Book
Binding: Digital

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COMPUTERIZED MAINTENANCE MANAGEMENT SYSTEMS: An Overview.: An article from: Parks & Recreation

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COMPUTERIZED MAINTENANCE MANAGEMENT SYSTEMS: An Overview.: An article from: Parks & Recreation
Victor M. Hernandez
Manufacturer: National Recreation and Park Association
ProductGroup: Book
Binding: Digital

Management | Management & Leadership | Business & Investing | Subjects | Books

General | Travel | Subjects | Books

Book Description

This digital document is an article from Parks & Recreation, published by National Recreation and Park Association on June 1, 2001. The length of the article is 2591 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: COMPUTERIZED MAINTENANCE MANAGEMENT SYSTEMS: An Overview.
Author: Victor M. Hernandez
Publication: Parks & Recreation (Magazine/Journal)
Date: June 1, 2001
Publisher: National Recreation and Park Association
Volume: 36 Issue: 6 Page: 64

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Eagle's ProTeus Computerized Maintenance Management System supports global solutions. (Support Services).: An article from: Fleet Equipment

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Eagle's ProTeus Computerized Maintenance Management System supports global solutions. (Support Services).: An article from: Fleet Equipment

Manufacturer: Maple Communications
ProductGroup: Book
Binding: Digital
ASIN: B0008FNDJM
Release Date: 2005-06-01

Book Description

This digital document is an article from Fleet Equipment, published by Maple Communications on October 1, 2002. The length of the article is 649 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: Eagle's ProTeus Computerized Maintenance Management System supports global solutions. (Support Services).
Publication: Fleet Equipment (Magazine/Journal)
Date: October 1, 2002
Publisher: Maple Communications
Volume: 28 Issue: 10 Page: 50(1)

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How computerized maintenance software helps Glen Ellen. (Glen Ellen Winery)(includes related article): An article from: Wines & Vines

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How computerized maintenance software helps Glen Ellen. (Glen Ellen Winery)(includes related article): An article from: Wines & Vines
Brian Trauernicht
Manufacturer: Hiaring Company
ProductGroup: Book
Binding: Digital

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Book Description

This digital document is an article from Wines & Vines, published by Hiaring Company on March 1, 1993. The length of the article is 1354 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: How computerized maintenance software helps Glen Ellen. (Glen Ellen Winery)(includes related article)
Author: Brian Trauernicht
Publication: Wines & Vines (Magazine/Journal)
Date: March 1, 1993
Publisher: Hiaring Company
Volume: v74 Issue: n3 Page: p29(3)

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The journey begins and ends on a lift truck: computerized management systems, purchase or rent maintain or outsource and how often to train operators are ... : An article from: Fleet Equipment

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The journey begins and ends on a lift truck: computerized management systems, purchase or rent maintain or outsource and how often to train operators are ... : An article from: Fleet Equipment
Bob Deierlein
Manufacturer: Maple Communications
ProductGroup: Book
Binding: Digital

Buying & Leasing | Automotive | Nonfiction | Subjects | Books
ASIN: B0009GK64K
Release Date: 2005-08-01

Book Description

This digital document is an article from Fleet Equipment, published by Maple Communications on August 1, 2004. The length of the article is 2152 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: The journey begins and ends on a lift truck: computerized management systems, purchase or rent maintain or outsource and how often to train operators are just some factors involved in a productive lift truck operation.(Management Techniques)
Author: Bob Deierlein
Publication: Fleet Equipment (Magazine/Journal)
Date: August 1, 2004
Publisher: Maple Communications
Volume: 30 Issue: 8 Page: 16(4)

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Mind over maintenance.(techniques to ensure an effective use of computerized maintenance management systems): An article from: Food Processing

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Mind over maintenance.(techniques to ensure an effective use of computerized maintenance management systems): An article from: Food Processing
Pan Demetrakakes
Manufacturer: Putman Media, Inc.
ProductGroup: Book
Binding: Digital

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Book Description

This digital document is an article from Food Processing, published by Putman Media, Inc. on March 1, 1999. The length of the article is 1192 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

From the supplier: Food companies can harness the full potential of a computerized maintenance management system (CMMS) by getting all employees involved to understand the functions and benefits of the system. The first and greatest challenge to ensure the proper use of a CMMS is to require maintenance personnel to perform accurate and detailed record-keeping of equipment history. Besides the maintenance staff, machine operators and white-collar workers should be encouraged to learn about the system since its successful implementation greatly depends on team effort.

Citation Details
Title: Mind over maintenance.(techniques to ensure an effective use of computerized maintenance management systems)
Author: Pan Demetrakakes
Publication: Food Processing (Magazine/Journal)
Date: March 1, 1999
Publisher: Putman Media, Inc.
Volume: 60 Issue: 3 Page: 92(2)

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Using Systems Analysis to Enhance CMMS Software Implementation.(computerized maintenance management system): An article from: Public Works

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Using Systems Analysis to Enhance CMMS Software Implementation.(computerized maintenance management system): An article from: Public Works
Philip Tiewater , and James C. Graham
Manufacturer: Hanley-Wood, Inc.
ProductGroup: Book
Binding: Digital

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The 1998 Computerized Maintenance Management Systems Comparison CD-ROM

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The 1998 Computerized Maintenance Management Systems Comparison CD-ROM
Adrian M. Salee
Manufacturer: Thomas Publishing Company (NY)
ProductGroup: Book
Binding: CD-ROM
ASIN: 1882554108

Book Description

The CMMS Comparison CD-ROM is a comprehensive resource tool that allows users to locate suppliers, build specifications, compare systems, create customized Requests for Proposals and develop a short list of suppliers of systems that best match their specific needs for Computerized Maintenance Management Systems. These systems handle predictive, preventative, and procedural scheduling or troubleshooting to ensure proper facilities and equipment maintenance, tracking fleet and equipment utilization, warranty coverage, planning and scheduling, asset management and budgeting. Nearly 200 systems and suppliers for 24 major markets are covered. Comprehensive detailed information is provided on systems and applications designed for: Aerospace & Defense, Automotive, Chemical, Consumer Packaged Goods, Consumer Durables, Electronics, Food, Industrial Equipment, Pharmaceutical, Textile, Facilities, Fleets, Government, Hospitals, Housekeeping, Process Industries, Schools/Universities, Utilities, Marine, Transportation, Property Management, Resorts, Gas & Oil, Mining. System functionalities are listed in six categories: Work Ordering & Reporting, Scheduling, Equipment History, Inventory and other Maintenance Support, Purchasing, and Resource Tracking.

Customer Reviews:

Best Book on CRM.......2004-03-10

"CRM: Getting it Right" by Ms. Judith Kincaid is a must for everyone who plans to play any role in a CRM project. It is particularly useful for CRM project managers since it lays out an excellent overview of the entire lifecycle of a CRM implementation. It is in fact a complete and exhaustive case study which walks the reader through every step.

Ms. Kincaid's excellent use of plain English and narrative method puts this book within the reach of a very wide audience. She succeeds in translating complex issues into layman's terms which any level reader could easily follow and benefit from. The clear writing is complemented with excellent visuals that make the material even more accessible. The book is very well organized and is full of practical tips and advice. Even experts in the field could benefit from this material by taking a bird's eye view journey and/or by zooming into smaller details as necessary.

The book is also full of ready to use excellent templates. Needles state, I highly recommend this book.

Enjoy it!

Excellent Book on CRM.......2004-03-10

The book is also full of ready to use excellent templates. Needles state, I highly recommend this book.

Enjoy it!

Excellent Book on CRM.......2004-03-10

The book is also full of ready to use excellent templates. Needles state, I highly recommend this book.

Enjoy it!

The best practical guide to successful CRM.......2003-09-04

This CRM book really stands out from the pack! Kincaid has written a great practical guide for harried business people who
want to know what customer relationship management really means and what they should do before they run out to buy software to "do CRM." The case studies were very helpful in program planning and the templates saved a good deal of time getting going.
For anyone in business who needs to manage a team of business experts and information technology experts in a major project, this is THE book to buy. From definition to planning, implementation and measurement, this handbook for change gets you started and provides real guidance along the way.

Great Comprehensive Guidebook for CRM.......2003-08-05

Judith does an exceptional job in laying out both the overview and the details for a CRM program in any organization. She obviously has a wealth of experience in what to do and what not to do in developing and maintaining a CRM program. I especially like her interest in definitions, such as the definition of a customer and the definition of customer loyalty. Key ideas are clearly outlined throughout the book and I found it very easy to read and follow. Very helpful book for this subject matter.

Getting your 'FACTs' right.(Customer Satisfaction): An article from: Bank Marketing

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Getting your 'FACTs' right.(Customer Satisfaction): An article from: Bank Marketing
L. Biff Motley
Manufacturer: Bank Marketing Assn.
ProductGroup: Book
Binding: Digital

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Book Description

This digital document is an article from Bank Marketing, published by Bank Marketing Assn. on May 1, 2004. The length of the article is 552 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.

Citation Details
Title: Getting your 'FACTs' right.(Customer Satisfaction)
Author: L. Biff Motley
Publication: Bank Marketing (Magazine/Journal)
Date: May 1, 2004
Publisher: Bank Marketing Assn.
Volume: 36 Issue: 4 Page: 57(1)

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