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| Author | : Melanie allen |
| Publisher | : Select Knowledge Limited |
| Total Pages | : 230 |
| Release | : |
| Genre | : |
| ISBN | : 0744600715 |
This title is about managing customer relations from an organisational perspective. In it you will find familiar and not so familiar concepts. You will be asked to think from both the customer’s and an organisational point of view and to analyse the elements that shape the customer’s experience and determine organisational strategy.
| Author | : Simon Knox |
| Publisher | : Routledge |
| Total Pages | : 320 |
| Release | : 2007-06-01 |
| Genre | : Business & Economics |
| ISBN | : 1136412492 |
Customer Relationship Management presents a ground-breaking strategic framework for successful CRM policy. Built around Professor Payne's five key processes, the book demonstrates a systematic management progression that will guarantee the maximum impact and efficiency of a CRM programme. The book backs up these five processes - strategy development, value creation, channel and media integration, information management and performance assessment - with 16 best practice case studies which set the universal theory in a specific practical context. These feature a range of companies, including Orange, Brittania, Homebase, Canada Life, Sun Microsystems, Natwest, Sears, Roebuck & Co., Nortel Networks and Siemens. The book concludes with interviews from four thought leaders, offering a 'futures' vision forum for CRM. Customer Relationship Management is a vital instrument for anyone who needs to know how to develop and measure effective CRM within an organization. It includes overviews and key learning points preceding each case study, and a summary chapter to draw out the most salient lessons from CRM best practices. For practitioner or academic alike, this is essential reading.
| Author | : Samit Chakravorti |
| Publisher | : SAGE Publications Limited |
| Total Pages | : 213 |
| Release | : 2023-02-23 |
| Genre | : Business & Economics |
| ISBN | : 1529613345 |
Customer Relationship Management: A Global Approach provides a uniquely global, holistic, strategic and tactical grounding in managing customer and other stakeholder experiences and relationships across the value chain, cultures and countries. Reflecting the global structures of companies operating today, the author draws on his research knowledge alongside industry and teaching experience to connect Customer Relationship Management (CRM) core concepts, processes and strategies with international business opportunities and challenges, including globalization and cross-cultural marketing. Emphasis is placed on the need for developing cross-cultural skills and cultural intelligence for identifying and fulfilling cross country CRM opportunities, through analytical, strategic, operational and social CRM projects. Written in an accessible style throughout, the eleven chapters provide ample depth to support a full course related to CRM, spanning: · CRM foundations · planning and implementation · managing stakeholder relationships · improving global CRM implementation Wide-ranging case studies include: Royal Bank of Scotland, the Nike hijab, Instagram, HubSpot and the pharmaceutical industry in India. The text will appeal to advanced undergraduate and graduate students studying CRM, Relationship Marketing and International Marketing, as well as CRM and marketing practitioners. Samit Chakravorti is an Associate Professor of Marketing at Western Illinois University in the United States.
| Author | : Peter Fader |
| Publisher | : |
| Total Pages | : 128 |
| Release | : 2012 |
| Genre | : Business planning |
| ISBN | : |
Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.
| Author | : Dr. Antony Joseph K & Dr. Gabriel Simon Thattil |
| Publisher | : Lulu Publication |
| Total Pages | : 299 |
| Release | : 2021-07-01 |
| Genre | : Art |
| ISBN | : 1008962902 |
Achieving and sustaining growth in banking business is a herculean task, but it can be successfully done, if the focus is on customers. With hot winds of competition blowing across the banking industry in India, developing an emotionally close, symbiotic relationship with customers has become highly important than ever before. Any bank that wishes to grow in the size of its business or improve its profitability must consider the challenges surrounding its customer relationships (Watson, 2004)2. Banks now have realized that, of all the problems the business can have, the loss of established customers is one of the most serious. Hence, banks have come out with innovative measures to satisfy their present customers, acquire new ones, and at the same time adopt procedures to win back the lost customers. Customers’ expectations regarding quality, service and value are ever escalating, and hence, a banker can build good relationship with its customers only if it is able to understand their needs and desires. Customer relationship management philosophy, if properly implemented, will enable the banker to develop long-lasting relationship by developing trust and emotional bonding through personalized communication, sharing of values and goals and personalized communication.
| Author | : FX Ari Agung |
| Publisher | : European Alliance for Innovation |
| Total Pages | : 234 |
| Release | : 2020-01-13 |
| Genre | : Social Science |
| ISBN | : 1631902180 |
As an annual event, Padjadjaran Communication Conference Series (PCCS) 2019 continued the agenda to bring together researcher, academics, experts and professionals in examining selected theme by applying multidisciplinary approaches. In 2019, Universitas Padjadjara successfully held this event for the first time in 9 October 2019 at Faculty of Communication Science Universitas Padjadjaran Bandung, Indonesia. There were 81 papers presented during 1 days at the conference from any kind of stakeholders related with communication. Each contributed paper was refereed before being accepted for publication. The double-blind peer reviewed was used in the paper selection. From all papers submitted, there were 24 papers were accepted successfully for publication based on their area of interest, relevance, research by applying multidisciplinary.
| Author | : Francis Buttle |
| Publisher | : Routledge |
| Total Pages | : 427 |
| Release | : 2015-02-11 |
| Genre | : Business & Economics |
| ISBN | : 1317654765 |
Customer Relationship Management Third Edition is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your studies. Both theoretically sound and managerially relevant, the book draws on academic and independent research from a wide range of disciplines including IS, HR, project management, finance, strategy and more. Buttle and Maklan, clearly and without jargon, explain how CRM can be used throughout the customer life cycle stages of customer acquisition, retention and development. The book is illustrated liberally with screenshots from CRM software applications and case illustrations of CRM in practice. NEW TO THIS EDITION: Updated instructor support materials online Full colour interior Brand new international case illustrations from many industry settings Substantial revisions throughout, including new content on: Social media and social CRM Big data and unstructured data Recent advances in analytical CRM including next best action solutions Marketing, sales and service automation Customer self-service technologies Making the business case and realising the benefits of investment in CRM Ideal as a core textbook by students on CRM or related courses such as relationship marketing, database marketing or key account management, the book is also essential to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management.
| Author | : Roger J. Baran |
| Publisher | : Taylor & Francis |
| Total Pages | : 457 |
| Release | : 2016-12-08 |
| Genre | : Business & Economics |
| ISBN | : 1317419332 |
This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management.
| Author | : Francis Buttle |
| Publisher | : Routledge |
| Total Pages | : 495 |
| Release | : 2009 |
| Genre | : Business & Economics |
| ISBN | : 1856175227 |
This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.
| Author | : Soumi Majumder |
| Publisher | : Springer Nature |
| Total Pages | : 126 |
| Release | : 2022-02-23 |
| Genre | : Technology & Engineering |
| ISBN | : 9811903166 |
This book is focused on AI-empowered knowledge management to improve processes, implementation of technology for providing easy access to knowledge and the impact of knowledge management to promote the platform for generation of new knowledge through continuous learning. The book discusses process of knowledge management which includes entirety of the creation, distribution, and maintenance of knowledge to achieve organizational objectives. It also covers knowledge management tools which enable and enhance knowledge creation, codification, and transfer within business firms thereby reducing the burden of work and allowing application of resources and effective usage towards practical tasks. An immense growth of artificial intelligence in business organizations has occurred and AI-empowered knowledge management practice is leading towards growth and development of the organization.
