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Books and Articles of Interest


Below is a list of books and articles we have in our libraries. They are listed alphabetically. To see only those books and articles associated with a category, click on the category you are interested in on the right. Those books and articles that we have reviewed have an icon inviting you to read the review.

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25 Latest Articles

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P03 - Customer-Facing Strategies

Beyond the experience economy

Authenticity - What Consumers Really Want
by James H. Gilmore and B. Joseph Pine II
2007 Harvard Business School Press

The authors of The Experience Economy carry their macro economic theories to the next level. Interesting and, we suppose, plausible. Some may think it carries a reasonable concept well beyond its reason.

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Where it all started

The Balanced Scorecard - Translating Strategy into Action
by Robert S. Kaplan and David P. Norton
1996 Havard Business School Press

The first in their series on the ground-breaking approach to measurement and accountability. A must-read primer for those considering a Balanced Scorecard implementation or joining an organization that uses the Balanced Scorecard.

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Marketing and sales disconnect as a "black hole"?

Escaping the Black Hole - Minimizing the Damage from the Marketing-Sales Disconnect
by Robert J. Schmonsees
2005 Thomson Southwestern

One of a number of books that present excellent frameworks for connecting marketing, sales and customers. Like the others, it focuses on lead and pipeline management tactics. It falls short of addressing the real change issues associated with the black hole referred to in the eye-catching title.

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Understanding disruption

The Innovator's Solution - Creating and Sustaining Successful Growth
by Clayton M. Christensen and Michael E. Raynor
2003 Harvard Business School Press

Source of the disruptive innovation concept. Definitely worth reading.

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What We're Reading

Click on a category below for the books and articles associated with the category

CUSTOMER RELATIONSHIPS
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CUSTOMER - FACING STRATEGIES
BEST WAYS TO SERVE THE CUSTOMER
YOUR PEOPLE
CHANGE
ACCOUNTABILITY
INNOVATION
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