Balanced Scorecard Step-by-Step: Maximizing Performance and Maintaining Results Review

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Balanced Scorecard Step-by-Step: Maximizing Performance and Maintaining Results ReviewThis book gives you the power to say "Thank you, but no thank you" to the legions of high-priced consultants (like myself) who offer to help design, establish and implement your company's balanced scorecard.
While Robert Kaplan did write the introduction, he and Norton must be very dissappointed that they didn't write this book -- I'm certainly sorry that I didn't write it. Author Paul R. Niven provides all the tools, methodologies and steps necessary to create and execute your own balanced scorecard. He's held nothing back. It's all here. Whether you lead a local non-profit or are the CEO of a Fortune Global 500 corporation (like my clients), Niven has provided detailed step-by-step instructions for both of the key phases of the balanced scorecard project:
I. Planning Stage:
Step One: Develop objectives
Step Two: Determine appropriate organizational unit(s).
Step Three: Gain executive sponsorship.
Step Four: Build your balanced scorecard team.
Step Five: Formulate your project plan.
Step Six: Develop a communication plan.
II. Development Stage:
Step One: Gather and distribute background material.
Step Two: Develop mission, values, vision, and strategy.
Step Three: Conduct extensive interviews.
Step Four: Develop objectives and measures.
Step Five: Develop cause-and-effet linkages.
Step Six: Establish targest for your measures.
Step Seven: Develop the implementation plan.
This book is fantastic. In fact, I'm thinking about placing a bulk order for the book to give to all my clients. On second thought, why give away all the "secrets?" Seriously, this is one of the best business and management books I've read this year. Overall grade: AAA+++/Highly Recommended.Balanced Scorecard Step-by-Step: Maximizing Performance and Maintaining Results Overview

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Managing Customer Relationships: A Strategic Framework Review

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Managing Customer Relationships: A Strategic Framework ReviewHaving just finalised an e-business thesis on Online Personalization, I must say that this book is an impressive source on the strategic level for what is synonymously called CRM, One-to-One marketing, relationship marketing, etc.
What I like about Peppers & Rogers is that they don't pretend to be the only ones to have seen this shift in customer-focused organizations (although they were first-movers in US by coining the term One-to-One in 1993). Peppers & Rogers accept readily that many other people have interesting perspectives to add. Thus, this book includes many contributions from marketing wizards like Philip Kotler, Seth Godin, Bruce Kasanoff, and Patricia Seybold.
The book is the sixth from the authors. If you have read some of the previous publications, you'll already be familiar with their core concepts like the IDIC-model (Identify-Differentiate-Interact-Customize), as well as Learning Relationships and customer Lifetime Value.
I believe that Peppers & Rogers' most important contribution is to change a company's focus from customer acquisition to customer retention. That is: Stop spending all you money getting new customers and start spending more on keeping and growing existing customers. This is where the learning relationships come in. The basic idea of Managing Customer Relationships, the authors concisely describe in plain English:
The Learning Relationships work like this: If you're my customer and I get you to talk to me, and I remember what you tell me, then I get smarter and smarter about you. I know something about you my competitors don't know. So I can do things for you my competitors can't do, because they don't know you as well as I do. Before long, you can get something from me you can't get anywhere else, for any price. At the very least, you'd have to start all over somewhere else, but starting over is more costly than staying with me.
Being a Dane, I'm proud to see the reference made on page 172 that the relationship theory can be traced back to the Scandinavian School of Relationships Management (e.g. Gronroos and Gummeson). Back in the 1980's, both were required reading in Scandinavian business schools. They often researched service firms and B2B-networks and based on this knowledge, they emphasised the contents and types of the business relationships and the required strategies to make these relationships work. It wasn't until the 1990's that CRM-initiatives took off in the United States - and usually they have been very technology-driven. Today, we all accept that you need both the relationship mindset and the technology-enabler. So the two approaches may ultimately achieve the same goals.
Peter Leerskov,
MSc in International Business (Marketing & Management) and Graduate Diploma in E-businessManaging Customer Relationships: A Strategic Framework Overview

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Data-Driven Marketing: The 15 Metrics Everyone in Marketing Should Know Review

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Data-Driven Marketing: The 15 Metrics Everyone in Marketing Should Know ReviewI'm a recent marketing graduate from a top 20 MBA program. This book taught me more about how to be an efficient marketer than all of my marketing classes over the course of two years at my MBA program. I'm tempted to give this book a horrible review in hopes of persuading people not to read it just so I can retain the competitive advantage it has given me in the market place. Kudos to Mark Jeffrey for writing a book with principles that are so easy to understand, and a great depth of applicability to boot. It's a must buy.Data-Driven Marketing: The 15 Metrics Everyone in Marketing Should Know Overview

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