Throughout its history, Forum has published thought provoking books that help business leaders apply proven ideas to new challenges. These titles have stood the test of time, and remain valuable references in navigating the continual changes that shapes our global economy.

Featured Title
Strategic Speed: Mobilize People. Accelerate Execution

(Harvard Business Press, 2010)

It’s a fact: success in business goes to the swift. It’s about who can create the most value smarter and faster than the competition. Yet the majority of strategic initiatives fail to implement successfully and on time even with streamlined processes in place, detailed graphs to chart your course, and plenty of resources on hand to get the job done. Why?

“Where urgency meets execution.”

Walt Macnee, President,

International Markets,

MasterCard Worldwide

Forum's Principles of Learning: A Guidebook for Advancing Performance in Today's Workplace (2010)


Forum’s Principles of Learning provides a new approach to learning and development with specific step by step details on how to improve the effectiveness of learning in today’s organization. Based on deep research into 21st century workplace learning, this book reveals not only new research data and case studies, but many of the best practices used by Forum with clients to help them cohesively integrate learning into everyday work, and drive business results through learning.

The Customer Driven Company: Moving From Talk to Action (1993)


The Customer Driven Company remains the bible of customer service. This acclaimed book distills Forum’s decades of experience helping such companies as Xerox, Westinghouse, American Express, and Fidelity Investments, and provides the most thoroughly researched and practical information ever available on customer service.

Managing the Customer Experience: Turning Customers into Advocates (2002)


You need loyal customers, not just satisfied ones. Managing the Customer Experience: Turn Customers Into Advocates shows you how to manage your customer experience and reap the rewards.

Uncommon Practice: People Who Deliver A Great Brand Experience (2002)


Uncommon Practice: People Who Deliver A Great Brand Experience demonstrates, through interviews with key executives from leading companies, how they provide remarkable experiences for their customers and staff alike. This success stems from their distinctive cultures uniquely developed to meet the needs of customers. The companies featured have defied conventional wisdom and broken the traditional rules of management to engender exceptional levels of commitment from their people, who, united behind a clear brand vision, translate their belief in the company into exceptional customer service.

Running Training Like a Business (1999)


Here is a tried and tested model showing how training organizations can do more with less and deliver more tangible business value for each training dollar. This book shows how training organizations can revamp and develop new standards for measuring performance.

Customer Centered Growth: Five Proven Strategies for Building Competitive Advantage (1997)


Customer Centered Growth explains how businesses can use a customer oriented approach that can dramatically enhance profits and corporate success, offering five effective strategies, as well as fifteen assessment and planning tools, for enhancing a company’s competitive abilities.

Research & Tools

Forum’s research not only serves as the basis for our business focused learning solutions, it also results in practical tools and assessments to help guide our clients in aligning people and strategies.

The Smartest Investment You Can Make: Develop Your First Line Leaders


First Line Essentials, First Line Leadership, Leadership Development, Leadership Workshop

Creating a Culture of Engagement and Accountability


accountability, development, engagement, leadership, survey, training, whitepaper

How Great Leaders Drive Results through Employee Engagement


climate, employee engagement, engagement needs, leadership, trust, workplace learning

Driving Business Results by Building Trust


Leadership Development, leadership mistakes, Leadership Trends, Leadership trust gap

7 Leadership Development Trends


Employee Engagement, First Line Leadership, Leadership Development, Leadership Trends

How Can Leaders Increase Employee Engagement?


Employee Engagement, Engagement, First Line Leadership, Leadership Development, Leadership Strategy

Leading in the Hurricane: Three Ways to Get Yourself and Your Team into the Eye of the Storm


Leadership Changes, Leadership Development, Leadership Risks, Leadership Trends, Managing Change, Strategic Leadership

Align Your Business and Leadership Strategies: Build a Pipeline of Leadership Talent to Execute Strategy


Business Strategy, Development, Leadership Development, Leadership Pipeline, Leadership Talent, Organizational Effectiveness

Leading Remote Teams is Virtually the Same


Collaboration, Leadership Development, Leadership Practices, Remote Leadership, Technology, Virtual Teams

Industry Perspective: Trends in the Pharmaceutical Industry


Effective Leadership, Growth strategy, Leadership Skills, Pharmaceutical Industry, Pharmaceutical Industry Leadership, Relationship Development

Developing Leadership Bench Strength Assessment


Leadership Assessment, Leadership Pipeline, Leadership Strategy, Leadership Talent, Measuring Leadership, Successful Leadership

Safety and Profits: You Can Have Both


Corporate Finances, Employees, Leadership decisions, Profits, Safety, Working Environment Safety

Leading Across Boundaries


Adaptability, Collaboration, Global Leadership, Globalization, Growth Strategy, Talent Management

The Challenge of Change


Adaptability, Challenges, Culture Change, Effective Leadership, Leadership Change, Risk

One Size Doesn't Fit All: The Distinct Leadership Capabilities for Organic, Alliance, and M&A Growth


Capabilities, Challenges, Collaboration, Customer Management, Leadership Capabilities, Profitable Growth

7 Sales Force Development Trends


sales, sales effectiveness, sales force development

Executive Summary: 6 Essentials for Sales Force Success


Sales, Sales Force Effectiveness, Selling

Six Essentials for Sales Force Success


Sales, Sales Leadership, Selling higher, Senior Level Selling

How to Engage Senior-Level Decision Makers: Point of View Selling


POV Selling, Sales, Sales Leadership, Selling higher, Senior Level Selling

Point of View Selling: Using thought leadership to sell to senior executives


Sales, Sales Leadership, Selling, Selling higher

Cold Calling is Stone Cold Dead


Customer Experience, Customer Intelligence, Employee development, Sales Development, Sales Strategy, Social Media

Leading Your Sales Organization Through a Tough Economy


Climate, Company Culture, Employee motivation, Leadership Strategy, Recession, Sales Strategy

How Customers View Cross-Selling


Customer Experience, Customer Loyalty, Customer Service, Customer Value, Sales Strategy, Sales Training

Strategic Account Management: Move Upstream to Eliminate Competition


Account Management, Client Strategy, Management Support, Sales Effectiveness, Selling, Technology

Secrets of the Most Successful Sales Managers


Employee Motivation, Positive Employee Relationship, Sales Leadership, Sales Opportunity, Sales Strategy

Managing the Dilemma Between Transaction and Relationship Selling


Customer Relationships, Long-Term Selling, Management, Pitfalls, Sales Strategy, Short-Term Selling

How Sales Forces Sustain Competitive Advantage


Competitive Advantage, Customer Intelligence, Customer Loyalty, Sales Development, Salesforce Capabilities

Sales Force Effectiveness: A Street Level View


Capabilities, Customer Relationships, Customer Strategy, Customer Value, Sales Management, Sales Strategy

Navigating the Sales Funnel: Understanding How Customers Buy


Capabilities, Customer Relationships, Customer Value, Sales Development, Sales Strategy, Selling Techniques

The Downturn's Upside: Creating a Recession Proof Sales Strategy


Employee Motivation, Growth Strategy, Recession, Risks, Sales development, Sales Strategy

Tame Chaos with Consistency: The Superior Customer Experience


Assessment, Customer Experience, Customer Satisfaction, Customer-Centric, Leadership training, sales development

Gaining Competitive Advantage Through Service: The Customer Service Assessment


Customer Assessment, Customer Behavior, Customer Expectations, Customer experience, Customer Satisfaction, Service-Curve Assessment

Is BCE Just for B2C?


Branded Customer Experience, Business Strategy, Business to Business, Business to Customer, Strategy Execution, Success factors

Customer Experience Implementation Assessment


Acquisition, Assessment, Customer Experience, Customer Strategy, Retention, Unique Experience

The Customer Experience: People Make the Difference


Customer Experience, Leadership Development, Leadership Effectiveness, Organizational Alignment, Performance Climate, Sales Training

Designed for Speed: Changing Your Business Processes from Drags to Drivers


Accelerate Efficiency, Employee Proficiency, Productivity, Quality Improvement, Strategic Speed, Strategy Development

It's Not What's In or Outside the Box, It's What's on the Line


Employee Collaboration, Managing Employees, Strategic Leadership, Strategy Development, Strategy Execution, Strategy Measurement

Achieving Strategic Speed


Employee Leadership, Leadership Capabilities, Organizational Efficiency, Positive Climate, Strategy Execution

The Behavior Change Handbook


behavior change, behavior change, workplace learning

Change the Behavior, Change the Business


behavior change, behavior change, sustain learning, workplace learning

Forum’s Principles of Learning: Advancing Performance in Today’s Workplace Research


Company Culture, Employee Motivation, Learning and Development, Learning Experiences, Organizational Effectiveness, Workplace Learning

Learning 2.0: Exploring Your Options and Choosing Solutions That Get Results


Development, Digital Fluency, e-Learning, Learning, Technology, Technology-Based Learning

Behavior Changes That Stick


Behavior Changes, Employee Development, Environment Assessment, Leadership Development, Learning, Sustainability

Media Coverage

Read the latest global press coverage, commentary and interviews with Forum experts and our clients.

L&D in the DNA

Sept 2015 HR Director

If L&D is seen as a separate entity, it will fail to have the business synergy necessary to give it credibility and longevity. David Robertson provides his insights on how to bring learning closer to everyone in the workplace.

In the Dressing Room

Jul 2015 The Manager

Successful managers control the dressing room without being controlling and win the hearts and minds of players so that it effects, even transforms their performance, mood and energy when it matters the most. David Robertson shares his insight.

4 Ways to Improve Sales Coaching

Jun 2015 Sales Initiative

To be a great coach however, you need to be proactive and strategic in your approach, supported by a strong coaching culture, says Graham Scrivener, Managing Director of Forum EMEA.

Bringing the Team Up to Scratch – How to Encourage Staff Efficiency

Jun 2015 The Guardian

As a small business owner you set high standards. Be an example of productivity and your staff will follow suit. David Robertson, Executive Consultant at Forum shares his insight.