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Customer with a Capital C provides a unique insight into the workings of one of North Americas foremost customer service organizations, Headsets.com. Over the past decade the author, Ken Welsh, has worked as Headsets.coms voice coach, helping distil the vision of the companys CEO, Mike Faith, into a practical skill set. Mikes vision has always been to create a company where the customer comes first, second, and alwaysa company that is truly customer-centric. With the help of everyone at Headsets.com, Ken Welsh has written Customer with a Capital C as a simple, easily read case study of a truly customer-centric organization. Through this, Customer with a Capital C provides a simple set of easily applied principles for anyone wishing to create a successful company where the customer always comes first.
The convenience of online shopping has driven consumers to turn to the internet to purchase everything from clothing to housewares and even groceries. The ubiquity of online retail stores and availability of hard-to-find products in the digital marketplace has been a catalyst for a heighted interest in research on the best methods, techniques, and strategies for remaining competitive in the era of e-commerce. The Encyclopedia of E-Commerce Development, Implementation, and Management is an authoritative reference source highlighting crucial topics relating to effective business models, managerial strategies, promotional initiatives, development methodologies, and end-user considerations in the online commerce sphere. Emphasizing emerging research on up-and-coming topics such as social commerce, the Internet of Things, online gaming, digital products, and mobile services, this multi-volume encyclopedia is an essential addition to the reference collection of both academic and corporate libraries and caters to the research needs of graduate-level students, researchers, IT developers, and business professionals. .
At last, a book that, with honesty and humor, reveals the consultant's hidden playbook. A top-level consultant who came back in from the cold to become a corporate executive with one of the top U.S. banks, Romaine chronicles the behind-the-scenes deal making among executives, consultants, and third-party outsourcers that typifies all too many of today's corporations. . . . Romaine also presents sound recommendations that can help responsible managers and consultants survive and win. - M. A. Turin, Former IBM Group Director for International Technical Support, Vice President of Gartner Group, President of Turin Associates. . . intriguing and very relevant, particularly in light of Enron. - Ralph NaderEven if you're not in business, it's an interesting story, and worth the read. - ForewordFinally, the real story about corporate America with its increased reliance on consultants. Since the 1990s, consulting solutions have become the de facto standard for solving business problems and providing cover for corporate decision makers. This is not the typical CEO whitewash, or business management primer. Steve Romaine offers a view never before shared with management or stockholders as he takes a hired gun's journey beginning at the outside looking in, and ending at the pinnacle of a corporation's power.Based on his experience of working for IBM, his later role as a self-employed consultant, and finally his responsibilities as senior vice president for NationsBank, Romaine makes it clear that the issues leading to the collapse of Enron were not isolated events. Soldier of Fortune 500 explores corporate cronyism between executives and their consultants, and builds a convincing case of how, without the proper safeguards, such cozy relationships can lead to pervasive problems, placing stockholders, employees, and the future viability of the American corporation at risk.This book is a must read for corporate managers, employees, and anyone involved with the consulting business.Steve Romaine (Fairfield, CT), now an independent consultant, has held high-level consulting and managerial positions with KPMG Consulting, The Monitor Company, NationsBank, Informed Technology Decisions, and IBM.
Biotech Juggernaut: Hope, Hype, and Hidden Agendas of Entrepreneurial BioScience relates the intensifying effort of bioentrepreneurs to apply genetic engineering technologies to the human species and to extend the commercial reach of synthetic biology or "extreme genetic engineering." In 1980, legal developments concerning patenting laws transformed scientific researchers into bioentrepreneurs. Often motivated to create profit-driven biotech start-up companies or to serve on their advisory boards, university researchers now commonly operate under serious conflicts of interest. These conflicts stand in the way of giving full consideration to the social and ethical consequences of the technologies they seek to develop. Too often, bioentrepreneurs have worked to obscure how these technologies could alter human evolution and to hide the social costs of keeping on this path. Tracing the rise and cultural politics of biotechnology from a critical perspective, Biotech Juggernaut aims to correct the informational imbalance between producers of biotechnologies on the one hand, and the intended consumers of these technologies and general society, on the other. It explains how the converging vectors of economic, political, social, and cultural elements driving biotechnology’s swift advance constitutes a juggernaut. It concludes with a reflection on whether it is possible for an informed public to halt what appears to be a runaway force.
Get your small business up and running — and keep it running for years to come. Millions of Americans own their own businesses, and millions more dream of doing the same. But starting your own business is a pretty complicated matter, especially with all the legal issues and paperwork. This updated edition of the top-selling small business resource is chock-full of information, resources, and helpful hints on making the transition from a great idea to a great business. If you’ve got a great idea for your own business, you need the kind of straightforward advice you’ll find here — the kind of advice you’d normally only get from business schools and MBA courses. Small Business Kit For Dummies, Second Edition covers all the basics on: Recent tax law changes Balancing your finances Hiring and keeping employees Effective management strategies Accounting fundamentals In addition to the basics of business, you’ll also find top-class advice on more advanced business basics, like business plans, the ins and outs of contracts, and using the Internet to expand your business. For entrepreneurs large and small, this comprehensive resource offers authoritative guidance on all your biggest business concerns, and offers unbeatable advice on such topics as: Choosing your business structure — from LLCs to S corps How to develop and write a standard business proposal Going public, issuing stock, and keeping a stock ledger Raising capital and understanding securities laws Bookkeeping standard practices Tax basics for small businesses Handling the paperwork for new hires Designing employee compensation plans Working with independent contractors and consultants Patent and copyright protections Dealing with the Press In addition, the book includes a CD-ROM full of helpful resources — forms, contracts, and even sample versions of the most popular software for small businesses. With Small Business Kit For Dummies you’ll find all the tools you need to get your small business up and running — and keep it running for years and years to come.
Get the inside scoop on the most important companies servicing businesses, with company overviews, recent company news, info on the hiring process, and more. This new Vault guide features the top companies in the industry, including Adecco, Cintas, Manpower Inc., Paychex and many more.