Forrester's Bernoff and Schadler Provide Prescriptions for Empowered Employees
Portals and KM
NOVEMBER 30, 2010
The sub title is: “unleash your employees, energize your customers, and transform your business.” That is the proper sequence although your employees need to first listen to their customers as an initial step. The book introduces the term HEROs or highly empowered, resourceful employees. These empowered employees can provide innovation in both how customers are engaged and how increased engagement can occur within the enterprise.