Change management and customer service advice

Amy West, CPA, CGMA

Each week, we delve into the reading lists of finance professionals around the world. This week, we hear from Amy West, CPA, CGMA, the CFO of AHRC New York City, a not-for-profit that supports people with developmental and intellectual disabilities. Here is a sampling of content that has resonated with her:

  • To Be a Great Leader, You Have to Learn How to Delegate Well”: CFOs can struggle with the transition from doing to leading, West said. This Harvard Business Review article stood out to her because it underscored the need for leaders to prioritise and delegate.

  • Put Your Employees First; Customers Will Follow”: “Customer service is paramount to an organisation’s success,” West said in choosing this 2014 Inc. article. “Everyone can learn from [restaurateur] Danny Meyer’s approach to customer service and the powerful notion of putting employees first.”

  • The 4 Dos of Change Management”: West liked this Forbes article’s distinction between change and transformation. Author Nick Candito detailed the importance of staff involvement and structured communication as essential parts of effective change management.

For more reading recommendations and business insights, sign up for the free CGMA Advantage newsletter.