Heskett Management Marketing Participative 
Tony Mayo
MARCH 10, 2010
I hope your salespeople and customer service reps are gleaning more from customer interactions than orders–and are sharing that intelligence with management. Plan to have 6-12 participants. Allow plenty of opportunity for the participants to talk with each other. There are many ways to do this. Begin and end on time.
Marshall Goldsmith
NOVEMBER 24, 2010
Heskett and W. Here's his take: Joe: Managers across the country are facing tough decisions as they try to manage their cost base against diminishing demand. In our book, we studied the practices of organizations like Wegmans Food Markets, ING Direct, and Harrah's Entertainment. Earl Sasser, Jr. Marshall: Thank you Joe!
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