This book provides an as yet unavailable tool, the Stakeholder Balance Sheet, enabling managers within any organisation to unlock the DNA of the market place in which they operate and to measure their effectiveness in understanding their markets and all the key stakeholders operating within them. This simple tool provides self-testing checklists at the end of each chapter that enables managers to look at stakeholder-sensitive issues in the same way that they might scrutinise financial statements (hence it will not seem alien to most managers). A review of how well your organisation has fared on the questions will tell you how healthy your "balance sheet" is in relation to the topic of each chapter, and it will provide you with the basis for an overall enterprise balance sheet that aggregates the scores you have achieved in each topic area. Lessons to learn from application of the Stakeholder Balance Sheet are:  What appropriate tools are still required to enhance their understanding of the market place, and how these should be utilised How to maximise commercial success through understanding the market place And, find effective ways of being a truly stakeholder-sensitive enterprise  In a nutshell, a genuine understanding of how customers and other stakeholders think, feel and behave offers the essential starting point for any general manager - not just the marketing or sales specialist - seeking to determine the direction of his organisation. For the purpose of the book, stakeholders are described as: the direct stakeholders in the market place - customers and prospects (including both the key contacts with whom you interface and others who may influence the final decisions made); the internal stakeholders - staff; other external stakeholders - pressure groups, local community, government, intermediaries, banks, etc. "My 40 years of international business experience would completely endorse this total focus on the stakeholder balance sheet." —Sir Peter Bonfield CBE FREng, Chairman of NXP Supervisory Board and formerly CEO of BT Group plc and ICL plc "The Stakeholder Balance Sheet is an excellent and highly practical framework...This book is a must-read for decision makers in any organization, regardless of level or function." —Professor Sharan Jagpal, Professor of Marketing, Rutgers Business School & author of Fusion for Profit

The Stakeholder Balance Sheet: Profiting from Really Understanding Your Market

Business & Money

Murphy, John A.

Suntook, Farrokh

Finance

wiley

In a world where there is increasing choice for just about every kind of product and service, winning and holding the best customers is key to the success of any business. Customer Relationship Management, or CRM, is a concept that senior managers in any kind of business ignore at their peril. At its heart is the successful management of customer retention by being customer-focused as an organization. The concept is not rocket science, but its implementation is more of a challenge. It involves a fundamental change within the organization. In this book, John Murphy introduces "The Lifebelt" - quite literally an aid to keeping afloat in this pressured environment. The Lifebelt is a framework that offers a practical way forward to integrating and mobilizing the entire oragnization toward a holistic CRM programme. The proprietary framework features six key factors identified as being essential for consistent delivery of service: customer focus, processes, employee involvement, training, measurement, and continuous improvement. John Murphy outlines how each of the factors should be owned by an appropriate member of the top management team. When this framework is systematically and effectively implemented and managed it will considerably enhance the customer retention capacity of the company. The logic of the framework applies to virtually all industries internationally. Managers and marketers across the board will find this book one of the most practical gudies to retaining customers published to date.

The Lifebelt: The Definitive Guide to Managing Customer Retention

Economics

Ireland in the Twentieth Century

Reference

Words, Language & Grammar

Alpha Communications

Quality in Practice

Gill Macmillan Ltd

Non-fiction.  Professor William Estabrook Chancellor investigates the background and qualifications of Warren G. Harding. The investigation starts with the nomination of Harding and continues after he is elected president. His rewards were, ousted from a life time professorship, the burning of a manuscript in his home, forced to seek refuge in Canada, book printed in Chancellor's name is burned and the printing plates destroyed. The final manuscript written in Winnipeg, Canada is confiscated. The source of this information is from letters, diaries, newspapers and manuscripts. Introduced for the first time are many letters and revealing biography notes of author and educator, William Estabrook Chancellor.  Secret Service daily reports confirms that Warren Harding wanted the professor "crushed" and his book destroyed.

The Indictment

History

Americas

Brockston Pub Co

Where Finbarr Taught: A Concise History of Queen's/University College Cork 1845-2006

Office of Media and Communication University College Cork

Cincinnati Lancet and Observer, Volume 29

Medical Books

Nabu Press

The Pure in Heart

Literature & Fiction

Contemporary

Commonwealth Pubns Inc

"Highly readable, comprehensive, incisive at times, it is all that one could ask from a modern history".Books Ireland

The College: A History of Queen's / University College Cork, 1845-1995 (Irish History)

Education & Teaching

Higher & Continuing Education

Cork Univ Pr

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Books by Murphy, John A.