Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.

  • Apple
  • Android
  • Windows Phone
  • Android

To get the free app, enter your email address or mobile phone number.

Buy Used
Condition: Used: Very Good
Comment: Stored and shipped by Amazon. Clean text with no writing or highlighting. Cover and binding show minor wear. Nice copy.
Have one to sell? Sell on Amazon
Flip to back Flip to front
Listen Playing... Paused   You're listening to a sample of the Audible audio edition.
Learn more
See all 2 images

Managing Forward: How to Move From Measuring the Past to Managing the Future Hardcover – 2011

5 out of 5 stars 1 customer review

See all 2 formats and editions Hide other formats and editions
New from Used from
"Please retry"
"Please retry"
$2.33 $0.01

Top 20 lists in Books
Top 20 lists in Books
View the top 20 best sellers of all time, the most reviewed books of all time and some of our editors' favorite picks. Learn more

Product Details

  • Hardcover: 187 pages
  • Publisher: Worzilla (2011)
  • Language: English
  • ISBN-10: 0615527604
  • ISBN-13: 978-0615527604
  • Product Dimensions: 9.5 x 6.2 x 0.8 inches
  • Shipping Weight: 2.2 pounds
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
  • Amazon Best Sellers Rank: #2,927,379 in Books (See Top 100 in Books)

More About the Author

LARRY FREED is the President and CEO of ForeSee, a customer experience analytics firm that measures satisfaction and delivers powerful insights on where to prioritize improvements for maximum impact. An expert on customer satisfaction across all touchpoints and at the brand level, Larry speaks extensively on the topic at private and public sector industry events and has been quoted in numerous publications and media, including CNN, the Wall Street Journal, the Washington Post, and Investor's Business Daily, among many others. Larry is also the author of Managing Forward, published in 2011.

Customer Reviews

5 star
4 star
3 star
2 star
1 star
See the customer review
Share your thoughts with other customers

Top Customer Reviews

By D. Allen on October 3, 2011
Format: Hardcover
I really enjoyed this book because it put some facts behind the claim that taking care of your customers' experience results in a better bottom line. There are a lot of companies that talk about it, but it turns out there's some science behind it too. The book has many examples, but most of them are focused on large businesses. There's a lot of discussion in this space about the "web metrics ecosystem", but it's helpful to pick up a book that just talks about what you really need to know. For example, the section that talked about Net promoter helped me understand why we weren't getting what we expected out of net promoter, which I know I'm eventually going to have to explain to my management.

If all you have in place is Google Analytics, this might not be the book for you, since it goes a little deeper than the simple stuff that google does. Eric T. Peterson has a few books that might be useful for beginners in this space.

Altogether, it's a solid book that's easy to follow, and I got some useful ideas out of the book, more than just "bigthink".
Comment 7 of 8 people found this helpful. Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse