In this lively and readable book, the authors argue that in recent years far too much has been made of customer satisfaction, and that this has come at the expense of hard-edged consumerism. Whether or not "the customer is king," the first rule of business is to make money. Pragmatic and practical, the book destroys seven key myths about customer management that have gained almost folkloric status, and provides a step-by-step action plan for linking customer service with commercial goals.

In this controversial new book, Daisy Christodoulou offers a thought-provoking critique of educational orthodoxy. Drawing on her recent experience of teaching in challenging schools, she shows through a wide range of examples and case studies just how much classroom practice contradicts basic scientific principles. She examines seven widely-held beliefs which are holding back pupils and teachers: Facts prevent understanding Teacher-led instruction is passive The 21st century fundamentally changes everything You can always just look it up We should teach transferable skills Projects and activities are the best way to learn Teaching knowledge is indoctrination In each accessible and engaging chapter, Christodoulou sets out the theory of each myth, considers its practical implications and shows the worrying prevalence of such practice. Then, she explains exactly why it is a myth, with reference to the principles of modern cognitive science. She builds a powerful case explaining how governments and educational organisations around the world have let down teachers and pupils by promoting and even mandating evidence-less theory and bad practice. This blisteringly incisive and urgent text is essential reading for all teachers, teacher training students, policy makers, head teachers, researchers and academics around the world.

Pastor and popular blogger, Ron Edmondson exposes some of the common misunderstandings of leadership through stories from his own experiences, helping leaders develop healthier patterns of individual leadership. Being a leader involves much more than holding a title. And simply having a leader doesn't ensure success. This reality has never been more prevalent in the church than now, when so many churches are considered to be plateaued or dying. Pastor and popular blogger, Ron Edmondson believes this is due to a misunderstanding of what leadership is and what it isn't. In his work with hundreds of pastors and churches, the most common need he encounters is the need for more effective leadership in the local church. Seminaries may prepare pastors to preach, just as colleges may prepare teachers to teach, but who prepares pastors to lead? Simply stated: The church needs better leadership. In The Mythical Leader, Edmondson exposes some of the most common misunderstandings of leadership, shares stories from his own experiences, and will help church leaders develop healthier patterns to improve their individual leadership. While most people may have a preliminary understanding of many of these myths, they often are not lived out with a great degree of depth in the life of the church leader. Don't fall prey to these myths! If gone untreated they can be the very thing that prevents a good leader from leading well.

Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.

#3 New York Times Advice/How-To Bestseller #7 Wall Street Journal Nonfiction Bestseller "This book is game changing in a way I have never seen in a business book. I learned about myself and gained new insights into the work I've been doing for thirty years. It is a spectacular read." – John Riccitiello, CEO, Electronic Arts This is not a management book. This is a book for managers. Ever have the feeling that no matter how rewarding your job is that there's an entirely different level of success and fulfillment available to you? Lingering in the mist, just out of reach… There is, and Stan Slap is going to help you get it. You hold in your hands the book that entirely redraws the potential of being a manager. It will show you how to gain the one competency most critical to achieving business impact, but it won't stop there. This book will put a whole new level of meaning into your job description. You will never really work for your company until your company really works for you. Bury My Heart at Conference Room B is about igniting the massive power of any manager's emotional commitment to his or her company-worth more than financial, intellectual and physical commitment combined. Sometimes companies get this from their managers in the early garage days or in times of tremendous gain, but it's almost unheard of to get it on a sustained, self-reinforced basis. Of course your company is only going to get it if you're willing to give it. Slap proves that emotional commitment comes from the ability to live your deepest personal values at work and then provides a remarkable process that allows you to use your own values to achieve tremendous success. This is not soft stuff; it is the stuff of hard-core results. Bury My Heart at Conference Room B is the highest-rated management development solution at a number of the world's highest-rated companies—companies that don't include "patience" on their list of corporate values. It has been exhaustively researched and bench tested with tens of thousands of real managers in more than seventy countries. You'll hear directly from managers about how this legendary method has transformed their careers and their lives. As Big as It Gets Stan Slap is doing nothing less than making the business case for a manager's humanity-for every manager and the companies that depend on them. Bury My Heart at Conference Room B gives managers the urgency to change their world and the energy to do it. It will stir the soul, race the heart, and throb the foot used for acceleration. Buckle Up. We're Going Off-Road. Slap is smart, provocative, wickedly funny and heartfelt. He fearlessly takes on some of the most cherished myths of management for the illogic they are and celebrates the experience of being a manager in all of its potential and potential weirdness. And he talks to managers like they really talk to themselves.

A book about being a woman, raising children, succeeding in a leadership role, and living a full life, this work debunks the seven most commonly held misconceptions about women and their professional careers. Penned by an award-winning journalist, this book discusses topics such as the gender pay gap, motherhood and a career, meritocracies in the workplace, and the use of quotas.

An update of a popular work that takes on the myths of the Spanish Conquest of the Americas, featuring a new afterword. Seven Myths of the Spanish Conquest reveals how the Spanish invasions in the Americas have been conceived and presented, misrepresented and misunderstood, in the five centuries since Columbus first crossed the Atlantic. This book is a unique and provocative synthesis of ideas and themes that were for generations debated or perpetuated without question in academic and popular circles. The 2003 edition became the foundation stone of a scholarly turn since called The New Conquest History. Each of the book's seven chapters describes one "myth," or one aspect of the Conquest that has been distorted or misrepresented, examines its roots, and explodes its fallacies and misconceptions. Using a wide array of primary and secondary sources, written in a scholarly but readable style, Seven Myths of the Spanish Conquest explains why Columbus did not set out to prove the world was round, the conquistadors were not soldiers, the native Americans did not take them for gods, Cortés did not have a unique vision of conquest procedure, and handfuls of vastly outnumbered Spaniards did not bring down great empires with stunning rapidity. Conquest realities were more complex--and far more fascinating--than conventional histories have related, and they featured a more diverse cast of protagonists-Spanish, Native American, and African. This updated edition of a key event in the history of the Americas critically examines the book's arguments, how they have held up, and why they prompted the rise of a New Conquest History.