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.
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.
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.
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.
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.
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.
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.