“Managing Forward: How to Move from Measuring the Past to Managing the Future” is now available on Amazon, ISBN 0615527604

ForeSee, the pioneer in customer experience analytics, is today announcing the launch of a new book by its President and CEO, Larry Freed – an industry veteran and established thought leader: “Managing Forward: How to Move from Measuring the Past to Managing the Future”. In an environment where many organisations rely on metrics that show what has already happened (sales, website traffic, etc.), Larry Freed is sharing ground-breaking and research-backed thoughts and techniques on how organisations can also use forward-looking customer experience analytics to actually predict future customer behaviour and engender loyalty, recommendations, and future financial success across all industries.

In his new book, Larry encourages and empowers organisations to confidently allocate resources more efficiently and effectively, achieve business and brand goals by using intelligence gained from customer satisfaction measurement and analysis, and make sure that the customer experience is connected to bottom-line business results. The book also includes a chapter by Dr. Claes Fornell, author of “The Satisfied Customer” and founder of satisfaction indices used by governments in the UK, the US, and around the world to predict consumer spending, stock prices, and other macroeconomic trends.

Advance Praise for Managing Forward
“Larry Freed knows what matters and knows how to measure it. His book Managing Forward is a fascinating unveiling of the simple truths behind the science of customer satisfaction and its power to predict future behaviour. Managing Forward is a marketer’s must-read,” Bruce Rogers, Chief Insight Officer, Forbes Media.

“Larry Freed is one of the leading figures in customer experience analytics today. His work on measuring satisfaction is a must read for any business executive,” Richard Wolff, COO, Javelin Group.

“Most companies focus on what has happened in the past to determine the strategies and tactics that should drive their futures,” writes Freed in Managing Forward. “Totally understandable – however the old cliché ‘you can’t drive forward when you’re looking in the rear-view mirror’ really does describe a fundamental management issue at play. Customer satisfaction, on the other hand, can actually predict the future when measured correctly, since extensive scientific and academic research shows a satisfied customer is a long-term, loyal, and profitable customer who is likely to recommend you to others – future customer behaviours are absolutely critical to the success of any business.”

“Fundamentally,” Freed concludes, “great businesses achieve great success when great people make great decisions. But the people element is only one piece of the management and corporate leadership puzzle. Better, more reliable, and more useful data leads to better decisions and better results. By accepting and embracing the challenge of the consumer revolution, organisations can treat customers better, help their economies function more efficiently, and create better experiences for everyone around us.”

“Managing Forward: How to Move from Measuring the Past to Managing the Future” is now available, published by Worzilla, priced $24.99, ISBN 0615527604. For more information or to purchase a copy of the book, please visit Amazon.com or click: http://www.amazon.com/Managing-Forward-Move-Measuring-Future/dp/0615527604/ref=sr_1_7?s=books&ie=UTF8&qid=1317804613&sr=1-7 A Kindle and other e-reader versions will be available shortly for download.


About ForeSee
As a pioneer in customer experience analytics, ForeSee continuously measures satisfaction across customer touch points and delivers critical insights on where to prioritise improvements for maximum impact. Because ForeSee’s superior technology and proven methodology connect the customer experience to the bottom line, executives and managers are able to drive future success by confidently optimising the efforts that will achieve business and brand objectives. The result is better business for companies and a better experience for consumers. Visit www.ForeSee.com for customer experience solutions and original research.

Published on: 12:54PM on 5th October 2011