Business Books

Most sales books are a rehash of the same things that have been published for the last 30 years. This book is different - very different. If you'd like to get inside a person's head to really understand what they want, and have them tell you exactly how to sell to them, then this book is for you. If you've run into a road block with any client and can't figure out how to move forward, this book will give you the foundation to change all of that.



Dr. Stebbins is a true professional in every sense of the word. Plus he's been selling for over 30 years. I've taken trainings with him and have used him as a coach, long before his book came out. PeopleSavvy for Sales Professionals is icing on the cake.



Buy it, read it, you'll be glad you did.

I've read tons of sales books, and rarely rave about them - but this book is truly outstanding. Dr. Stebbins does a great job of teaching the psychology of the sales process in plain English. He covers how to build trust with your prospects, understand their real motivations, and present yourself in a way where they just naturally want to do business with you.

Highly recommended - you will learn more about what really makes a salesperson successful than you will from reading dozens of books of "sales tricks".

Stebbins' book gives you tools that keep you on your toes, which is a necessary part of staying in business during this fast moving climate.

How many times have you met someone either in business or in your personal life where their reaction to you took you by surprise? Do you ever wish you could better understand where people were coming from?

"People Savvy" is one of the first books I've read that helps to break down human traits in a simple way that's truly useful in day-to-day interactions. Author Stebbins gives you smart and simple tools necessary to better grasp why people act as they do and he shows you natural non-invasive ways to negotiate those relationships.

In my business understanding people's motivations are key, "People Savvy" has not only helped me to understand where people are coming from but it gave me the ability to serve their needs while taking care of my own. PeopleSavvy for Sales Professionals

In his outstanding new book, PeopleSavvy for Sales Professionals, Dr Gregory Stebbins provides a winning formula for improving and mastering sales techniques and interpersonal relationships.

In the book, Stebbins, explains the psychology that drives buying and selling behaviors and shows us that by mastering this psychology we learn to positively influence the outcome of selling relationships.

He discusses very specifically how understanding body language, voice patterns, body posture and movement, and many other behaviors can help you to build trust and better relationships long term with your customers and prospects. This information is invaluable because it distinguishes the savvy, Sales Professional from the stereotypical, obnoxious sales rep. We all know those sales reps that are overbearing, crass, and unwilling to listen to our needs because they are too busy trying to sell us on their needs. Dr. Stebbins helps you to be the most knowledgeable, trustworthy, and caring professional who recognizes and understands the buyer's needs and can provides winning solutions.

PeopleSavvy principles have been tested and proven to work at all levels of sales. This is a must read, step-by-step, skill building book that is a must read for every Sales Professional and Sales Leader.

Jeb Blount, Author of PowerPrinciples: Do You Have The Winning Edge?

This is one volume that brings together many approaches to what I call social selling styles. If my readers agree that we now must teach and train our own sales teams, then this is an excellant background, base skills book for that task. If you have already implemented question based selling approaches in learning how your customers buy, this book will give you more skills to blend in. Clearly written, with a logical style, this is a useful book, but his secrets have not been secret for a long time.

I am an in-house attorney for a film production company. This book is a great resource to point you in the right direction in many respects: reminders of what terms various contracts/agreements should contain, the different types of agreements common to the film industry, copyright information ... just to name a few items. Money well spent for a very focused look at legal aspects to the film industry.

This book helps anyone who wants to do or is doing anything in entertainment be on top of their game. I carry this book with me, along with my bible (that says a lot about the book right there!) I read it every chance I get and learn so much more as a Writer/Producer, about the legalities and expectations of each member of a production team. This book is necessary for a business minded person. Crowell educates the readers in the basics of entertainment law, however he does not use language that only an attorney or judge can comprehend. He breaks concepts down in bite size pieces. I have gained a better understanding of what needs to happen in pre, pro. and post production of a film and will make sure that the many areas in film making get the attention and documentation that it needs because of this book.

This book is so useful, I don't know where to begin. It's well-structured, well-researched, and I don't know where I'd be without it. The author has so much useful information, and puts it in a way a filmmaker, who doesn't speak legalese, can understand. This book gets a very high recommendation from me for sure.

Having the hindsight of producing several movies, I wish I had read this book much earlier. ANY filmmaker would benefit from reading this book as early in their career as possible and then keeping it on their shelf as an invaluable reference tool to return to again and again.

This review is specifically directed to aspiring professional screenwriters: GET THIS BOOK.

(Note I did not say "buy" this book, since, if you truly are an aspiring professional screenwriter, you're probably sucking your own body lint for food and live under a bush overlooking the Santa Monica pier.)

Yes, do whatever you have to do. Beg, borrow, steal...pawn...get this book. You've already read your Sun Tzu:

"If you know the enemy and know yourself, your victory will not stand in doubt."

Hollywood was built on exploiting talent, and specifically exploiting writers. It's time we (YOU!) writers start preparing for the business side of things because gosh knows the other guys are plenty prepared already. Reading this book will make you realize three things.

1. Actually getting your great little/big screenplay made will be incredibly complicated, even if you're just selling it to someone who already knows what they're doing.

2. There are ways to make your script more attractive for producers/distributers and more lucrative for you.

3. Thom Crowell is an informative and entertaining scribe.

I had a friend of mine in negotiations with a major studio executive. True story. Wrote a little script called "Balls, No Balls II." Guy tried to get my buddy to sign a contract without an NDA. My buddy stood up, whipped out his Pocket Lawyer and KA-BLAW! Smacked that suit right in the mouth! "You want my high concept? I WILL be signing that NDA!"

Hmmm, actually this never happened. But at least I know what an NDA is now. Do you? Oh, you don't? GET THIS BOOK!

And yes, AMAZON, you do offer a very reasonable price. I suppose buying it isn't out of the question.

This is a great intro book for pre-foreclosures. I knew next to NOTHING about the foreclosure and pre-foreclosure process, now I believe I have a good grasp. I am only 20 years old and am already an investor in stocks and was looking for other investments. After reading this book you will know if you want to get into the pre-foreclosure business. The only thing I think is "wrong" about this book is that is does not give you everything you need to know...well it doesn't even give you a fraction. Read this book first if your interested in pre-foreclosures, it is a very easy read that makes common sense. Also the author obviously knows what he is talking about. The thing that you will find out when you read this book is that you will need many more books and much more information before you get started with your first pre-foreclosure deal. For example making sure you know the laws in your state about foreclosures and everything that goes with them would be a taxing job that would take allot of effort and even in some situations a lawyer's advice (you know how much they cost). So read this book for an INTRO but don't think that after your finished reading it, you will be able to jump out into your real estate market and make big bucks!

i wanted to learn about investing in foreclosures so i purchased this book. it's full of resources and solid advice. it's obvious that the writer has much experience in this field. the writing is easy to read and humorous at times. highly recommended.

This book provides a very general overview of the foreclosure process, but it provides very little specific information that you would actually need. This book might be a good resource to the novice (like myself), but it does not get you all the way there. Try checking out a real estate investors blog.

This material is good basic information for anyone wanting to get started in buying potential foreclosure properties. Begins by explaining basic terms and processes - eg. mortgage foreclosures lead to Sheriff's Sales, while Deeds of Trust lead to "Trustee's Sales" and lack a redemption period (owners can buy back their property during this period, leaving you with nothing to show for your effort, though you do get your money back).

On average, foreclosure buyers have 90 days + 20 days publication time to work a deal with the homeowners. Buying from onwers prior to foreclosure also eliminates the redemption period. FHA and VA loans are much more likely to be assumable.

Buying at auction means having to contend with competitors, an inability to inspect the property prior to bidding, and all sales being final. After foreclosure one is less likely to get a good price, it is harder to inspect the property (utilities probably turned off).

Finding foreclosure properties is eased by looking in public records for "Lis Pendens" (judicial process) or the "Notice of Default" (non-judicial process); there is also the later Foreclosure Auction notice. Other sources include looking in the newspaper of record and/or the County Recorder database. Still other sources include divorce proceedings (likely problems with the lawyers involved), probate filings, FSBO listings, Internet sites (eg. foreclosure(s).com, street signs, Internet ads.

Author also recommends a full title search ($100-$350), and contracts written "Subject to" eg. inspections.

Excellent book, writer F. Orlando give's Great insight to
the whole foreclosure process and the way to approach
this business investment. Book written in Easy to read
style, with good legal issues to consider in this business.
Great Read!

Excellent guide on connecting with the audience. My presentations are generally information driven (Medical field) and there is very little room to change and create a connection with the audience, or so I thought. After reading this book (a very quick, entertaining and easy read) I presented a topic that was rather dry; I had more peoplle come up to me with positive remarks and feedback then I ever had. I highly recommend this book.

This book was a great help - read most of it one day, and used the techniques the very next weekend. A great book!

An excellent introduction to public presentation. Clear, pithy, few wasted words -- it models what it preaches. Unlike many of its competitors on the presentation shelf, S.O.S. doesn't ramble on and on, like a speaker who just can't shut up. Instead, it gets in, gets out, and leaves the reader a better presenter.

The downside of this book is that it has no visuals, no pictures, no fancy color printing inside, and it is printed in expensively; no bells & whistles - just meat & potatos.

Recently, wanting to move my presentation skills to the next level, I spent $1,500 on books & audio. Without a doubt THIS BOOK IS THE BEST resource for advanced presenters. Of all the trainings in my career I've had in presentaiton, negotiation, media & crisis communication, I recommend this as 'the golden little book' to connect with an audience.

I applied the ideas now 3 times to big presentations and each time with "knock-out" success & unsolicited feedback from the audience afterwards. Practice makes perfect !

In addition to the positives mentioned in the other reviews, I have to highlight a great chapter on the often misused PowerPoint ("PowerPoint Doesn't Bore Audiences, Lousy Speakers Do") By emphasizing the importance of a good presentation and clear, simple and direct PowerPoint slides, Wiskup shows how to get the most from this tool without getting bogged down by the its technicalities. As a former training director I've seen lots of bad PowerPoint and this book provides a simple antidote.

Most business books are written by "experts" with MBAs or experience as big bucks consultants to Fortune 500 companies, and their advice seems to vary with the latest ideas emanating from the ivy league Business Schools. So it is refreshing to find a book that talks to microbusinesses, and that understands that some entrepreneurs have priorites besides getting rich. Shel Horowitz draws on his own experience as a consultant and book author/marketer to provide real world examples for those of us who see self-employment as a way to a more staisfying life.

Many theories of business concentrate on driving out competition. Usually these books are full of war metaphors: "beating" the competition, "winning" market share, "dominating" a market, and even "crushing" their competitors. Shel turns the tables on this and writes about cooperating with other businesses and cultivating an "abundance consciousness" that is not about merely making money, but rather an appreciation for the good things in your life. It is also an awareness that there is enough work for everyone and no need to think that your competitors' success is at your expense. He states that "you don't need to feel threatened by your competitors. Because there is enough for all of you, you may even find that you want to cooperate." Besides putting aside your fear of competiton, Shel wants you to engage in ethical behavior in every aspect of your business. He says that operating in an ethical manner will win you respect with potential customers and clients.

Ethical behavior, involvement in the community, and working together with others are good business principles, according to Shel. I like his thinking. While I believe these principles are especially important for microbusinesses, the book provides examples of how even large companies have created more value by partnering with other companies, even with their competitors.

In his last chapter, Shel talks about "Abundance and Sustainability in Business and Society." He suggests that marketing pricniples can be used to make the world better, that you can earn a good living and do good as well. This is a great message, and anyone trying to build a business should consider these powerful ideas.

I not only like what Shel has to write, but also how he writes as well, and can recommend this book wholeheartedly. Judging from the testimonials - including many well known people, everyone likes this book. As Shel writes, "This is an opinionated and personal book," but it's backed by Shel's over 25 years of experience and extensive 3rd party research.

Unlike "Grassroots Marketing: Getting Noticed in a Noisy World" which I'd describe as an easy to read yet comprehensive marketing textbook (note to self: stick on nightstand for review when I get home), this is a fairly quick read. The basic premise is that you can not only succeed, but flourish, by being nice. Nice guys don't finish last, they finish well in the pack, and do so much more happily than cut throat scumbags. Of course Shel doesn't use the term scumbags -- he's probably too nice to, but I'm not!

The one thing I'd add, is that with the wide spread of blogging and other "Web 2.0" technologies, if you're a scumbag, word gets out quickly - and that won't help your bottom line.

This is more than a "be nice" or "feel good" book, although it did make me feel good about being nice. It contains practical business advice. Since I read it in a somewhat disjointed fashion while traveling internationally with children, it's on my list to look at again SOON ,- I underlined advice I can put to use in my business soon.

The only part some people may find odd is the last chapter, as Shel notes. It's on a sustainable future, and to Shel it's the most important chapter.

Here is a quick recap of some of the principles and messages of the book:

* Ethical marketing works better
* Cooperation is an effective business strategy
* Gaining "market share" is usually a silly strategy

Shel has also started a campaign called the Business Ethics Pledge to actually change business culture to be aligned with the ethical, cooperative orientation to success. He's hoping to create a "tipping point" that would make business ethics scandals as unthinkable as slavery is today.

True win/win marketing is the ideal everyone in business should strive for. Shel Horowitz's Principled Profit, Marketing That Puts People First is the definitive book on the art and practice of win/win marketing. He shows you how to create marketing that not only helps your own business, but by helping another business simply passes around success that enhances every business or situation it touches.

Horowitz not only practices what he preaches, he lives it. With true examples, he shows how the system works for just about every business situation imaginable. He shows that even helping your competition can help you help your own business.

Perhaps "principled profit" should be made the new mantra of business. Practicing Principled Profit bodes well for business, as well as in our personal lives. What a wonderful world this could be!

Well recommended for anyone, not just business people, looking to make a positive mark in this world.

Kitty Werner, author, The Savvy Woman's Guide to Owning a Home; How to Care For, Maintain and Improve Your Home, published by RSBPress.

This is the sales and marketing book for the folks that don't want to feel sleazy about the whole process. Shel Horowitz shows how to sell more while doing good for the world and feeling good about yourself and your efforts. He gives specific, practical examples of people and organizations that are doing the things he advocates, and talks about ways to adapt the techniques to a variety of situations.

I purchased this book because I had seen samples of Shel's advice on the publishing community lists to which I subscribe. (That participation is, in fact, a perfect example of the kind of conduct advocated in this book.) I wanted to learn more about how to market my own consulting company. I did, and it works.

As an advertising major in college turned off from the profession's focus on selling of products people don't really need, as a consumer all too often exposed to screaming car dealership commercials and bait-and-switch tactics, and as a new business owner... I was definitely interested in what Shel Horowitz had to say in this book!

The very first sentence, on the very first page, was sheer delight. As it happened, that page (and the five pages following it) contained endorsements and blurbs by the very well-known in the marketing field... and here's how the author introduced them: "Many of these blurbs are shortened for space reasons... The complete versions are posted at ." My goodness! How many times have I, as a movie and book consumer, been deceived by three words taken completely out of context of a review? Not this time! This first sentence promised an entirely new approach.

The book includes practical advice ("Run your business in alignment with your core values; don't try to be something you're not") as well as practical statistics (i.e. "Gay and lesbian purchasing power is about $400 billion"), both of which a business owner can certainly use. While the practical advice may sometimes seem simple, in reality it is not. Using the example above, how many times, purely in a social setting in which literally nothing is at stake, are people tempted to try to be something they're not? How much more so when one's livelihood is on the line? The author's reminder is both apt and profound, and something to be taped to the top of one's computer monitor.

The author's marketing strategy is also both strong and logical. "I create marketing that has the prospect calling me!" is a typical example. Again, on first approach it seems simple---but few marketers take the time to really create the draw or pull that will create action in a consumer who really does need the product or service. Instead, we have announcers shouting to us over the radio that they will not be undersold! What difference does a car dealership's competitive ambition not to be undersold make to me as a consumer? Nada. On the other hand, last year while I was half-mindedly watching mortgage rates dive even lower, I received a simple, thoughtful letter from a mortgage broker giving me concrete information on how much I could expect to save at a certain interest rate compared to my current interest rate, how I could pay for the refinancing closing costs, and the steps to take to contact him to do it. I did refinance with that mortgage representative.

Some of the advice given in the book is fairly standard, but many other suggestions are both practical and new. And it's refreshing to see an author writing about turning down a sale when it's not right for him---and not necessarily for the reasons one might think.

CONS (1) Initially, I wished for less examples from the author's career and more from other companies. I did get that wish later on in the book (he cites some very interesting examples, in fact, such as Rosenbluth International, which "will go so far as to open a new branch office, just to serve a new account"); it just can take patience to get there. (2) The author extols two techniques which just did not ring right: flattering a prospect/playing into that person's ego, and putting time pressure on a person when it might not be the right time for the person to buy the product. These stood out all the more because the rest of the book is not like that. (3) One begins to wish the author would stop mentioning his other book, as one begins to feel that one is a sitting duck for a repetitive sales pitch. Enough already!

PROS (1) This book led me to question things I never thought to question, but should have; for example, the sentence "We need to gain market share" (read: we need to take some market share from a competitor). (2) The book serves as a great reminder where to put one's priorities. Beyond integrity and personal satisfaction (which is, after all, why we live life), for instance, the author quotes the CEO of Southwest Airlines, who reminds us, "Market share has nothing to do with profitability. Market share says we just want to be big; we don't care if we make money doing it. To get an additional 5 percent of the market, some companies increased their costs by 25 percent." (3) A balanced approach to many issues; I respect an author who gives both sides of the story or both pros and cons to an approach. (4) The book uses examples with which everyday consumers and readers will be familiar; for instance, a grocery store chain that pioneered the reservation of parking spaces for pregnant customers, and the office supply chain which rearranged its stores to steer its customers to the right technology for what they needed (I believe that's Office Depot).

(A note on the rating: The lack of half-stars on the rating scale didn't give me a good option for an accurate rating. At the time of this review I have only given 5 stars to one book, and not many four-star reviews, either. This book is above average. If I could have given a rating on a scale from one to ten, I would have given it a 7.)

The author makes a bold statement in Chapter 3: "Does the last chapter mean there's no place for salespeople anymore? Not at all---but it does mean that some businesses don't need a sales force if their marketing is properly effective." Bravo!

I have always considered Lewis one of the founding fathers of the modern profession. His short "Fundamentals of Project Management" book published by the American Management Association is one of the first project management books I read. That book provided a brief overview, while "The Project Manager's Desk Reference" expands into all the elements of the project management discipline.

Lewis covers the entire project lifecycle. He begins with a concept overview and his "Lewis Method of Project Management". He discusses initiation and requirements, paying particular attention to problem definition and articulating the mission. He makes it clear that many projects build solutions to the wrong problems. Lewis spends a few chapters on implementation planning, providing good coverage of the WBS - "there is no project that won't benefit from doing a WBS", critical path, estimating, etc.

He spends several chapters on controls, which appear to be an area of specialization. I would have liked to see more on tools and techniques, but there's a very good presentation on concepts and strategies. There are some good sound bytes that speak volumes:

* "A control system is designed to cope with the routine; exceptions must be given special handling."
* "The important should be controlled. However, what is controlled tends to become important."
* "If control data does not result in action, then the system is ineffective."

I also appreciate the explicit mention of feedback loops and third order systems. Finally, there's the obligatory section on earned value, which I skipped.

There are a couple of chapters on defining and avoiding project failure, which is very appropriate for a PM book. He makes an important point on perceptions, and perceived successes and failures. He stresses the importance of establishing a mutual agreement on criteria of success with the stakeholders in order to prevent a perceived failure. Conversely, "if the right people consider the project a success, it is, for all practical purposes." While scope, costs, and schedule may be a source of pressure during the project, "once the job is complete, if it satisfies the needs of a lot of key people, the missed cost and schedule targets become less important" (This fact sometimes escapes analytical project managers). Lewis then proceeds to quantify 13 common causes of project failure and then transitions into risk management, which I found lacking in applied tools. I expected a little more on risk management given the energy spent on defining success and failure in the previous chapters.

Lewis provided some chapters on systems theory and decision and problem solving theory at the end of the book. Most of this was cursory, but there are some practical inclusions, such as the is/is-not matrix and stratification. I was glad to see this as these subjects are too often absent from such books.

Early on the author states "Dealing with people is a major function that a project manager must perform" and later presents secionts on communications skills including insightful concepts like self-discovery via the Johari Window, interpersonal skills, and B2B communications.

Lewis brought in guest authors for several chapters. While a good idea, I personally didn't particularly like the selections and felt the subject matter did not belong.

The Desk Reference does not focus on any particular industry and should be relevant to all project managers. Accordingly, there aren't many case studies.

In his preface, Lewis says of handbooks, "there is the knowledge that I could find almost anything I need to know in those great, massive books". He says of his book, "I believe it covers the core knowledge you must have to be successful as a project manager". Lewis does indeed touch on everything you need to know, but while it has the breadth, it lacks the depth in several areas. "Handbook", and definitely "desk reference", in my opinion, imply breadth *and* depth. I learned from, enjoyed, and recommend "The Project Manager's Desk Reference", but would rather see it take the title of his earlier "Fundamentals" book.

In the Project Manager's Desk Reference, Lewis presents a comprehensive approach to project management. He then goes through his model step by step from developing a concept to final project review and close out. The templates and additional models he uses along the way are extremely helpful. He addresses problem solving, risk management, and how to know when to pull the plug on a project. In the back of the book, there is a thorough checklist for project managers and a list of resources.

This book will be very helpful for anyone who needs to manage a project, expert and novice alike. The concepts and language are easy enough to understand for a novice, but so thorough that it will be useful to experts, too. The content tends to be more focused on projects dealing with research and design, product development, or something that is intended to be marketed and sold, rather than event planning. So event planner will probably want to look for another resource.

There is a wide range in regards to the suitability of graphics, textboxes, and tables. While some were extremely helpful and necessary, others were almost inappropriate, at best, or even distracting. The amateur nature of some of these graphics and textboxes only discredited the good context; but this book is an excellent book despite some of these things, but it would be even better without them. I would have also liked to see an appendix of the templates Lewis introduces throughout the book.

Simple examples and clarity of expression help the reader to master even the most complex project management concepts. Be able to distinguish new and old earned value terminology as this edition uses the old language (e.g., BCWS, BCWP, ACWP vs PV, EV and AC). Otherwise excellent.

Project Manager's Desk Reference is a complete, well-written guide about Project Management intended to college students and to any person not familiar with this subject.

The topics covered by this book include Project Planning, Scheduling (PERT), Controlling (Earned Value Analysis), Reporting/Evaluating and Risk Analysis. The book also discusses other subjects that certainly will be faced by the Project Manager, like how to Improve the Communication Skills, how to Solve Problems and Making Decisions.

This book is not intended to experienced managers that need more tools to conduct their projects. These people should look for specific books about the aspect of Project Management that they need to deep into, like Risk Management.

This is direct and to the point. Lewis' writing style is solid and very readable. He does not have a pretentious know it all attitude like so many authors have today. Not only is this an excellent desk reference, but it also can guide you through the essential concepts needed for effective PM duties.

It is a real-hand-on book! Although the book looks very "huge", the analysis helps me to prepare MBA class.

Mun's book is an excellent guide for those who have basic knowledge about asset valuation and want to study real options.

Mun's book shows how real options problems, like those faced in the real world, can be solved. Other books may provide a better introduction to real options concepts, but the methods employed are suitable only for very simple problems. Where other approaches require that you develop your own lattices (or other solutions), Mun shows you how to use his Supper Lattice Solver and Monte Carlo simulation software to solve these problems. I am convinced that his approach will not only facilitate the solution of these problems, but will also be more readily accepted by management. I look forward to acquiring Mun's software and applying it in practice.

This was my first book on Real Options. After this, I complemented my knowledge with more accurate researches on the theoritic foundations on the subject (eg. Trigeorgis and Copeland).
What I liked of this text is that it was a soft landing into the Real Option world, with a simple and easily understandable description. Its major pro is to present transparently the basics of a concept that is often approached at a too high and formal level.
What I did not like is the fact that few chapters at the end were not really useful but full of stuff and formulas with no explanations that cannot practically be used. I had the sensation they were out of place, since I could grasp their meaning only after passing to more comprehensive books.
One more criticism is that you don't understand the effect of the difference between private and public risk in real options evaluation as you do with other texts. However, I still consider this the book where I formed my basics before being able to master some other more detailed book (but also more difficult to master). The Crystall-Ball package was also a nice surprise. At the end, if you consider the price and the content it was surely good value for money even though it's not a masterpiece.

As practitioners and academics continue to grapple with quantifiable uncertainties in real asset decision making, the debate about real option models will no doubt continue.

Johnathan Mun's second book and more specifically his case study approach allows practitioners from diverse industries to enter the debate with simple excel asset pricing skills. To my mind there is no better pragmatic work on the topic than the second edition of Real Options Analysis. With the book in one hand and the robust SLS software up on the screen - framing, pricing and understanding real options is pretty straightforward.

Two points to note: After 30 days, just as you begin to get hooked on the superb software it is likely to gently expire. That's when you are saved by the second point; the author is hugely supportive - His `one line insights' in response to specific queries made this a great purchase.

Edinburgh. Scotland.

When someone sent me a copy of this book a year ago, I thought it was going to be light reading for a technologist's coffee table. Then I started to read it. This book truly runs the gamut of all the issues that customer service contact centers face today. The book provides a great introduction to contact centers, their technology and both the business and people issues that contact centers face in the 21st century.
People complain with increasing frequency about poor customer service. With great dissatisfaction about call center jobs moving overseas, and service suffering, this book examines all those issues and each chapter gives a list of helpful steps to take to overcome all the obstacles to good customer service.
This is a must read if you need to know about these issues or are working in any part of this exploding industry and need to do your job better.

The Real-Time Contact Center is easy to read, clearly based on real-world experience, and cutting-edge.

My initial intention when purchasing this book was as a reference for my Call Center Management Certification classes, but I found myself turning to it on a regular basis for practical advice on the challenges I face on a day-to-day basis in my Contact Center Operations career.

Donna Fluss has written a book that should be in the Library of every Contact Center. She offers a fun, practical, and leading-edge approach to the dynamic task of capitalizing on the strength of your human resources, operational processes, and targeted technology to achieve uncompromised Customer Service, Customer Loyalty, and Operational Efficiencies.

I consistently refer to her guidance when faced with the inevitable challenge of improving efficiency and productivity, while increasing revenue generating opportunities.

I recommend that you purchase the Real-Time Contact Center if you work at any level of a Contact Center. It will shed bright-light and clarity on the purpose of the Contact Center in the organization as a whole.

Corinne Valcourt
Director, J. Jill Contact Center Operations

This is a superb book offering an overview of how to engage with customers in real-time along with all the ins and outs of the contact center. It's a one-stop resource and I keep it on my desk as a handy reference. Every person involved in the biz needs to have it in their library - makes a great gift for your staff as well.
Debora Glennon, Enterprise Multimedia Applications Marketing

I have been either an executive or consultant in the call center industry for the last 10 years. My area of expertise is increasing sales performance. After reading various books, and periodicals, I unequivocally find this the best resource on the market. Ms. Fluss covers all the bases of how to transform your call center...or dramatically increase its sales and service performance. Her writing style is entertaining, and the checklists at the end of each chapter provide a road map for the transformation. This book should be mandatory reading for all call center executives and managers. I think 10 years from now the term call center will no longer exist, and the term real-time contact center will take its place. If you want to be on that train to the future...this is a must read.

This book clearly outlines the strategy to turn your contact center into a corporate asset. The writing is concise, the illustrations are many and useful. This book is stuffed with ROI models, strategy checklists, vendor lists, cost analysis and information you just can't find anywhere else.

Read it before you competitors do!

Guy Jones
President, Island Data Corp.

Great book whether you write proposals now or will be doing so in the future, good reference as well.

I bought this book because I was to lead a group in developing an RFP but had no experience with RFP's. I don't know how this book will meet the needs of anyone with a lot of experience but I am extremely impressed by its readability, organization, and applicability. I'm still working on the project but have gotten good feedback on what I've developed, which I could not have done without the guidance and information in the book. It is logically sequenced and appears to cover all bases, though someone with a lot more experience would be better able to assess this. Impressed? Very.

The book is an easy read and provides me with the needed understanding of developing an RFP and template.

There are literally hundreds of good books on proposal writing, but only a tiny handful on writing RFPs. From among the handful this book stands out for a number of reasons:

(1) It clearly described the RFP process from start to finish - and RFP development is a process with a defined life cycle.

(2) The author goes well beyond the immediate objective of writing an RFP and managing the process by including thought-provoking material on post-award vendor management. This material sometimes escapes the RFP development team who is more focused on getting to the award milestone without thinking about the post-award ramifications.

(3) It's not boring - the writing is lively, and the material is presented at a fast pace. The pace, however, does not leave gaps. Every facet of the RFP process is covered in sufficient detail.

In addition to the above, the approach set forth in this book is consistent with best practices in RFP development. I especially like the copious checklists, the RFP roadmap, and the way illustrations are skillfully used to reinforce concepts and advice.

Note that the focus of this book is information technology and software acquisition. Some of the material is unique to those domains; however, the basic principles and RFP process can be used for virtually any type of RFP, from office services to purchasing furniture.

Overall, this is the one book I recommend for RFP development. If you are an IT professional, regardless of role, the chances are you will be involved in this process at some point in your career, making this book a valuable addition to your library. If you have recently been assigned to an RFP team you should get this book as soon as possible, and use it as your compass and blueprint if your organization does not already have a formal RFP process in place.

A great resource for preparation and review of an RFP. A helpful guide for people with and without RFP experience.

Software development is approximately 50 percent about computing and 50 percent about communication. "Requirements by Collaboration" deals with the critical communication half of the problem. Ellen Gottesdiener presents a wealth of practical tools and techniques for facilitating collaborative requirements development workshops. The goal of such workshops is to arrive at a common vision of the product being specified, which gives all stakeholders confidence in achieving a successful project outcome.

This is a highly pragmatic book, not a theoretical treatise. Ellen describes in clear detail the nuts and bolts of planning and leading requirements workshops. Chapters address the Purpose, Participants, Principles, Products, Place, and Process of such workshops. Based on her extensive hands-on experience as a facilitator, Ellen presents several illustrative case studies and many tips that share her insights. These methods are broadly applicable to any type of facilitation, not just software requirements exploration.

Ellen describes some 20 different requirements models, organized ways to represent the diverse jumble of information that appears whenever people discuss their needs and the desired properties of a new product. These models provide a richness of representation that goes far beyond the list of functional requirements or even use cases that traditionally comes out of requirements workshops.

I especially like Ellen's collaboration patterns, with intriguing titles such as "Decide How to Decide," "Expand Then Contract," "The Sieve," and "Wall of Wonder." These describe recurring patterns of interaction among the members of a collaborative team. Skillful application of selected collaboration patterns can help any group achieve its objectives efficiently and with less friction than they might otherwise suffer.

"Requirements by Collaboration" is essential reading for all requirements workshop leaders. It will help both technical people and customer representatives participate effectively in these critical contributors to software success.

I do not work in software requirements, but this book is the best hands on guide for developing good requirements that I have found. It will guide you step by step on how to run your own workshop. Even if you only participate in a workshop, this book will help you to be a better contributer.

This book is so good...no...so great!!! I am a consultant who facilitates lots of sessions with my clients. There are always times though when things don't go that great or perhaps a situation arises that just doesn't end well. This book provides all the answers and more. I thought I would read only the pieces I needed and skip the rest...wrong! It is an absolute page-turner. Ellen shows you how to do the pre-work for sessions all the way to how to judge closure and completeness with the deliverables. This book is for anyone who facilitates anything...not just requirements gathering. This book is a must have for anyone's playbook.

There is not a great deal of literature on how to capture requirements effectively, and none that presents a workshop based approach like this. Requirements by Collaboration represents a useful contribution to the field. It's easy to read, provides useful insight into any requirements collection project, and is easy to apply. Determining whether workshops are right for your situation can be a tough call (and the book provides some guidelines early on), but if you do decide to conduct such a workshop, then this is a must read.

This is a must read for anyone trying to create a collaborative project management environment. The website support was exceptional and the description of workshop tools, concepts and approaches should help any project team (technology or other) stay focused on the customer and the business requirements. I used it very successfully to teach a Project Management class for Technology Management MBA students and found it to be very crucial for the study and practice of collaborative work efforts. Practitioners might also consider formal facilitation training to assure success. (David Spann, MBA Director, Westminster College, Utah & Assessor for the IAF Professional Facilitator Certificate, 801-832-2655.)