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It has forms, charts, letters, and patterns to
help you. Topics such as physical organization
of the library, how to build
support for your programs, discipline,
storytimes, and booktalks are just a
few of the many subjects covered in this book.
It goes beyond what you learn in school and it is
all in this one handy volume.
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The authors urge business owners to recognize the natural process of change that takes place once a business is started, resulting in the unforseen development of new products,new service, and new customers. They call this process the "rhythm of business." For companies and business owners interested in better understanding the expectations of their customres and what it takes to succeed in today's economy, this book is highly recommended.
Shuman and Twombly have developed and innovative method for measuring and managing the value in your business relationships. It sounds obvious at first however; their methodology shows you how to systematically work towards making each interaction a win-win situation.
This method is of significant value for entrepreneurs. In today's economy start-ups are having a hard time obtaining funding. Everyone Is A Customer show how entrepreneurs can start-up a business with less money than one would expect.
Business professionals will also receive value from this as the traditional way of doing business has died. More companies need to be customer focused and this can only be achieve by win-win relationships between your company's community and their customers.
I highly recommend reading this book, as it will open your eyes to a different yet common sense way of doing business.
In this volume, Shuman and Twombley develop in much greater depth several of the ideas which were introduced in the previous book. For example, they explain how and why an organization's effective communication, cooperation, and collaboration can nourish and indeed strengthen its relations with customers. In fact, according to them, literally anyone associated directly or even indirectly with that organization must be viewed -- and treated -- as a customer. Moreover, they introduce and then explain a proven method for measuring the value of every relationship, both within and beyond the organization.
Shuman and Twombley carefully organize their material within three Parts: The Era of Collaborative Business, Purposeful Collaboration, and Choreographing Your Success. They agree with Drucker's admonition that "you increasingly have to think through what relationships make the most sense -- the customer is the most important relationship." The challenge is to identify all customers, classify them according to the nature of their relationship with the given organization, and then determine with meticulous care their relative importance to the organization's own objectives. This is an on-going process, requiring both rigorous vigilance and absolute precision, because the relative value of customers can increase or diminish and do so suddenly and unexpectedly. Shuman and Twombley explain HOW to design, implement, and then monitor this process by guiding their reader through it (literally) step-by-step. Throughout the book, they also provide dozens of "Figures" which graphically support key points. For example, Figure 8.2 illustrates the "Relationship Scenario Matrix" whereas Figure 10.1 illustrates the "Purposeful Collaboration Process." Shuman and Twombley are well aware of all the risks involved. They identify them and then suggest how to avoid them or at least minimize their impact on the value measurement process.
Obviously I think highly of this book. I also have a healthy respect for the difficulty of applying Shuman and Twombley's ideas. My own rather experience suggests that most people do not fear change; rather, they fear the unknown. Hence the importance of effective communications and the even greater importance of getting everyone actively involved in the process, but only after they fully understand what the objectives are as well as why those objectives are important, not only to the organization but also to every individual within that organization. I also agree with Drucker about customer relationships while presuming to suggest that the value of those relationships is almost entirely dependent on those employees (or if you prefer, associates) within the organization who interact with customers.
Near the end of the film Spartacus, the Roman general Marcus Licinius Crassus (played by Laurence Olivier) and his slave master Lentulus Batiatus (played by Peter Ustinov) walk among the survivors of the defeated gladiator army looking for Spartacus. They are told that unless they identify him or his body, they will be crucified. One by one, they stand up proclaiming "I am Spartacus!" I recalled that scene as I finished reading this book. It is not enough merely to measure the value of customers. That value must also be sustained, preferably increased. When a corporation (let's call it OmniGlobal InternationaI) achieves both, every one of its people can proudly proclaim "I am OGI!"
In fact, from a customer's perspective, anyone with whom she or he interacts in an organization IS that organization, for better or worse.
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I am looking forward to the release of the book.
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(CRAFT)
Maya Williams and Christopher St. John have both been hurt. Neither think they will ever love or trust again,they guard their hearts at all cost. Once high school classmates, Maya needs work done for the Valentine Masquerade Ball, when she goes to his company sparks fly. She gives in to her feelings, he runs from his knowing he has to protect himself and his daugther. Out of the mouth of babes, when his daugther ask him daddy why don't we go back and marry Maya, he did just that.
(HUDSON-SMITH)
Austin Carrington , pro football player at the age of 16 made a promise to the foster sister in his parents home, days later she was taken away. Austin nor Ashleigh (Sariah) know why she was taken away. Years late on the Forbidden Fantasy cruise they see each other again. He isn't sure who she is , but she knows this is her Austin. He is forbidden to her because he is engaged to marry someone else (so she thinks). They agree to spend all their time together on the cruise. As the cruise ends Austin and Ashleigh both make a promise to each other to be forever valentines.
(SIMS)
Kiana & Gerrick Merrick are back, they bring with them Bethany Porter a literature professor and Colin Armstrong a self made millionaire. Gerrick and Colin have been frinds since childhood, Gerrrick and Bethany work at the same college her friendship with Kiana started when she married Gerrick. Colin decided to go back to college to get his degree, takes a class from Bethany, and not only does he ace the class, but he become the teache pet for life.
Linda Hudson-Smith's Forbidden Fantasy is set on the high seas. Ashleigh Ayers must confront her past hurts and the only man she's ever loved while on a 14 day cruise. Well, you know what they say, cruises are made for lovers! Things get pretty wild as these two find love under the stars and on the ocean!
My favorite story was "Teacher's Pet". I'm an avid Janice Sims fan, and as most of her fans know by now, she never disappoints. In this story, Ms. Sims introduces us to Bethany Porter and Colin Armstrong. Bethany, a literature professor, must learn to trust again as Colin, the self-made millionaire, barges into her classroom and her heart! Ms. Sims will have you rolling with laughter from the funny - no hilarious - situations in this story! And the passion - wheeewww! It's a good thing this story was last; the passion in it threatens to disintegrate the entire book! Janice Sims is "off the chain" with this story...and her fans are gonna love it!
Linda Hudson-Smith's story is about a social worker, Ashleigh Ayers who has had a crush on football hero Austin Carrington practically all her life. Whom do you suppose she meets on a Caribbean cruise? None other than Austin! Lovely story, Ms. Hudson-Smith.
Rounding the anthology out is Janice Sims's story about a literature professor at a historically black college, Bethany Porter, who becomes reacquainted with Colin Armstrong whom she knew when she was seventeen. Twenty years later they're two different people but sparks fly whenever they're in a room together. Will she have the nerve to act on it? Any loyal readers of Ms. Sims's books know you're in for a lot of laughs, and passion. Ms. Sims does not disappoint in this keeper!
For loyal Sims readers: The novella in this anthology connects with A Very Special Love (Gabriel and Kiana's story) and This Time Forever. Gabriel and Kiana appear in all three stories! I love connecting stories.
Arabesque came through with this anthology!