Whether you are a global Fortune 500 organization or a small business Managing Customers Through Economic Cycles show you how to optimize your business's sales and marketing approaches specific to survive and thrive in each economic cycle and transition. 
"The business case for continuing to invest in service and innovation can be compromised by an economic downturn. McKean clearly lays out the case for weathering the economic storm by achieving a careful balance of investment in the areas that truly matter – and continually using data to reinforce the idea that business can be more science than art, after all." —Barbara Higgins, Vice-President, Worldwide Contact Centers, United Airlines "John McKean's work has served as practical guide for me and my teammates. I have seen countless examples of businesses managing their customers’ experience with a short term economic view. If the right principles are employed consistently, as John teaches us, we can create the right emotional experience that delivers growth and loyalty – as well as the improved operating leverage – that are needed in good times and in tough times. Consistency of values and experiences keeps companies from having to be reactionary and short sighted in a down economy. Thanks, John, for another practical lesson." —John Quinn, former Customer Service and Support Executive, Bank of America "In good times and bad, forecasting where business is headed is both art and science. As John McKean so eloquently states, marrying data driven analytics with consumer insight is critical for managing through tough economic cycles. This book is a must read for anyone intent on driving greater profitability and consistently out-behaving the competition." —Joni Newkirk, CEO, Integrated Insight, Inc., former SVP, Business Insight &amp; Improvement, Walt Disney Parks &amp; Resorts "John McKean continues his pursuit of the profitable customer through the turbulent world of boom and bust. His book provides valuable insights into how businesses survive and thrive in a volatile economic climate." —Trevor Dukes, Business Systems, WH Smith "The rise of customer power coupled with challenging economic conditions demand that organizations leverage the power of the Internet and related technologies to stay relevant to their customers. As John McKean points out in his compelling new book, successful firms have built a core competency in leveraging information technology not only to survive economic transitions but thrive in an ever-changing economy." —Erik Brynjolfsson, Professor, MIT Sloan School and co-author of Wired for Innovation: How Information Technology is Reshaping the Economy "It would be hard to name a more relevant or timely topic for sales and marketing today than that of how to cope with economic downturns and upturns, and this is exactly the subject John McKean has insightfully tackled head-on in Managing Customers Through Economic Cycles." —Don Peppers and Martha Rogers, Ph.D., Peppers &amp; Rogers Group

Managing Customers Through Economic Cycles

Business & Money

McKEAN, John

Marketing & Sales

wiley

Although 70% of the customer's decision to buy is based on how they are treated as people, few ornganizations have recognized its importance as well as understanding how to implement the "human touch" art as a science. John McKean provides a practical guide to implementing this art as consistent, business-wide, technology-enabled science drawn form proven approaches from world-class human touch practitioners.

Customers Are People ... The Human Touch

Business Development & Entrepreneurship

...Less than five percent of the world's firms achieve the fullpotential of their customer relationship initiatives.... The restare caught in its paradox... The core message of Information Masters is simply thatthe frenzied race back to customers is being won by those who havedeveloped a broad and deep customer information competency. Thewinners have accomplished this by balancing technology withinvestments in the predominantly "non-technological" determinantsof customer information competency - people skills, processes,organization structure, culture, leadership, and informationitself."You might think it's lack of technology that accounts for yourinability to forge stronger, more rational and cohesiverelationships with your customers, but John McKean's excellentstudy shows that technology is likely to be the least of yourworries. Information competency is the result of the people youhave in place, the processes they follow, the culture of your firm,and many things other than technology. Don't start your journeytoward CRM without reading this book!"—Don Peppers, co-author, The One to One Fieldbook:The Complete Toolkit for Implementing a 1to1 Marketing Program(Doubleday, 1999)"Managing customer relationships is too important to be left tothe technologists to figure out. McKean has nailed it when heforces you to consider and evaluate the other 'stuff' - people,processes, and culture, and, by the way, the data itself is awfullyimportant."—John Peterson, AT&T Vice President, DatabaseMarketing"Gaining competitive advantage from information is not as much atechnological challenge as it is about people, culture, andleadership. John illustrates and quantifies a better way to buildan information advantage to serve both customers andshareholders."—David Overton, Vice President, Merchandise Planning,Sears"Getting closer to customers is a business imperative - but it'sall too easy to become seduced by the latest technology promisesand consultancy mantras. John McKean offers an invaluable insightinto the real drivers of success which organizations serious aboutCRM must put in place."—Robert Wyllie, BA (Hons) APMI, Group DatabaseMarketing, Scottish Widows"The revolution in information technology is undermining manytraditional business models and creating untold confusion. But inconfusion lies opportunity. McKean shows how to see past themesmerizing advances in computers and communications to create acoherent business strategy that draws on both technological andnon-technological capabilities."—Professor Erik Brynjolfsson, Director of the MITProgram on Electronic Commerce and Marketing, MIT Sloan School ofManagement"One of the greatest business challenges is not the mastery ofnew technologies, but the creation of a culture able to keep paceand grasp the opportunities these technologies present. This isnowhere better illustrated than in John McKean's pursuit andexploration of that enigma, the profitable customer, through hisbook Information Masters."—Trevor Dukes, Business Systems, W H Smith"In the first decade of the new millennium, customer informationcompetency will be understood as one of the great differentiatorsbetween 'great' and 'mediocre' organizations; John McKean's bookidentifies the characteristics of those organizations that possesscustomer information competency and he provides a roadmap for firmsseeking to achieve it. For information-based organizations, readingthis book will not only save needless expense, but it will helpimprove overall focus, marketing productivity, and profit."—James Bauer, Vice President, National ConsumerServices, Chase Manhattan Bank"McKean's landmark book offers the best insights I've seen intoour biggest challenges for building profitable customerrelationships in the digital age . the non-technologicalones."—Glen Kaiser, Director of Marketing and InformationSystems, AT&T WorldNet

Information Masters: Secrets of the Customer Race

Biography & History

Part of a series of technically informative monographs embracing a broad spectrum of internationally renowned buildings. This work deals with the Royal Festival Hall, and includes a comprehensive set of technical drawings and working details.

Royal Festival Hall: London County Council, Leslie Martin and Peter Moro (Architecture in Detail)

Arts & Photography

Architecture

Phaidon Inc Ltd

James Stirling was one of the most influential architects of the late twentieth century. He established his world-wide reputation in the 1960s while still in partnership with James Gowan, and his strong personal style is first seen to emerge in the extraordinary Leicester University Engineering Building, the last project to be completed by the partnership. Its slender, almost transparent, tower rises above the projecting forms of its wedge-shaped auditoria. This constructivist inspired ensemble is juxtaposed with the industrial toughness of the engineering workshops whose saw-tooth factory glazing cuts across its roof at an acute angle, setting up a powerful and contradictory geometry.

Leicester Engineering Building (Architecture in Detail)

Crafts, Hobbies & Home

Antiques & Collectibles

Phaidon Press

Part of a series that aims to place buildings within their historical context, this text considers Paxton's Crystal Palace, McKim, Mead & White's Pennsylvania Station and Dutert's Palais des Machines. It includes specially produced technical drawings that explain how the buildings were detailed and put together. The text explains why a knowledge of these structures is vital to an understanding of the history of architecture, as, together these buildings, with their innovative approaches to design and new technology, paved the way for the modern architectural movement.

Lost Masterpieces (Architecture 3s)

Part of a series that places buildings within their historical context, this text considers the Engineering Department Building at Leicester University, the Willis Faber Dumas Building and the Lloyd's Building. It includes specially produced technical drawings that explain how the buildings were detailed and put together. By looking at the buildings together, the reader can analyze and chart the development of modern British architecture and examine the distinctive approaches taken by three different partnerships.

Pioneering British High Tech (Architecture 3s)

Part of a series of technically informative monographs embracing a broad spectrum of internationally renowned buildings, this work has been revised to coincide with the 50th anniversary of the Royal Festival Hall, and includes a comprehensive set of technical drawings and working details.

Royal Festival Hall: London County Council, Leslie Martin and Peter Moro

This heavily illustrated book focuses on Charles Rennie Mackintosh's decorative arts, interiors, graphics, small objects, drawings, and illustrations. It includes many new and lesser-known images, as well as other classic Mackintosh trademarks.

Charles Rennie Mackintosh : Architect, Artist, Icon

Voyageur Pr

Charles Rennie Mackintosh (Lomond Scottish Guides) [Jan 31, 1999] Baxter, Colin and McKean, John ...

Charles Rennie Mackintosh

Baxter, Colin

Lomond Books

See the best price to sell, buy, or rent books by McKEAN, John. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by McKEAN, John