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

5.0 out of 5 stars 1 customer review

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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: #2,933,610 in Books (See Top 100 in Books)

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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".
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