The Executives Guide To Customer Relationship Management
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| Author | : Michael Pearce |
| Publisher | : Business Expert Press |
| Total Pages | : 170 |
| Release | : 2021-03-08 |
| Genre | : Business & Economics |
| ISBN | : 195334965X |
CRM first entered the business vocabulary in the early 90’s; initially as a systems driven technical solution. It has since escalated in importance as system providers increased their market penetration of the business market and, in parallel, CRM’s strategic importance gained more traction as it was recognized that CRM was, at its heart, a business model in the pursuit of sustainable profit. This was accentuated by the academic community stepping up their interest in the subject in the early 2000’s. Today, it is a universal business topic which has been re-engineered by the online shopping revolution in which the customer is firmly placed at the center of the business. The current reality, however, is that, for the vast majority of businesses, CRM has not been adopted as a business philosophy and practicing business model. It has not been fully understood and therefore fully embraced and properly implemented. The author addresses this head-on by stripping CRM down into its component parts by delving into and explaining the role and relevance of the C, R, and M in CRM. This is a practical guide but set within a strategic framework. The outage is clear actionable insights and how to convert them into delivery. It is written in an easily digestible, non-jargon style, with case studies to demonstrate how CRM works. This book can be immediately used as the primary practical reference to guide the development and implementation of a CRM strategy.
| Author | : Paul Anderson |
| Publisher | : |
| Total Pages | : 212 |
| Release | : 2000 |
| Genre | : Business & Economics |
| ISBN | : 9780965335942 |
| Author | : Dick Lee |
| Publisher | : High Yield Marketing Press |
| Total Pages | : 222 |
| Release | : 2000 |
| Genre | : Customer relations |
| ISBN | : 9780967375731 |
| Author | : Barton J. Goldenberg |
| Publisher | : Pearson Education |
| Total Pages | : 273 |
| Release | : 2015 |
| Genre | : Business & Economics |
| ISBN | : 0134133900 |
Social CRM is already enabling innovative companies to engage customers through powerfully effective two-way dialogues, and to build customer-centric strategies that drive real value. In this book the field's leading expert offers a proven, four-step methodology for making Social CRM work in any organization: B2B, B2C, or B2B2C. Writing for both decision-makers and implementers, Barton Goldenberg shows how to integrate people, process and technology to optimize relationships with every customer, achieve seamless collaboration across customer-facing functions, and make the most of today's leading social platforms. Goldenberg shows how to: Systematically harvest information from Social Media conversations and communities: Facebook, Twitter, LinkedIn, Google+, and beyond Integrate this information into expanded customer profiles Use these profiles to personalize your customer service, marketing messages, and sales offers far more effectively Goldenberg assesses the changing impact of social media on customer relationships, identifies smarter ways to profitably integrate it throughout your business, guides you through Social CRM planning and implementation, and examines key challenges and opportunities in leveraging Social CRM after you've deployed it. You'll find practical advice on issues ranging from strategy to software selection, vendor negotiation to team development and day-to-day operations. Goldenberg concludes by previewing the future of Social CRM - and the fast-changing customer tomorrow's systems must serve.
| Author | : Bryan Foss |
| Publisher | : Kogan Page Publishers |
| Total Pages | : 724 |
| Release | : 2002 |
| Genre | : Business & Economics |
| ISBN | : 9780749436964 |
Packed with international case studies and examples, the book begins with a detailed analysis of the state of CRM and e-business in the financial services globally, and then goes on to provide comprehensive and practical guidance on: making the most of your customer base; systems and data management; risk and compliance; channels and value chain issues; implementation; strategic implications.
| 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 | : D. Norton |
| Publisher | : Springer |
| Total Pages | : 437 |
| Release | : 2016-11-09 |
| Genre | : Business & Economics |
| ISBN | : 1137511206 |
A guide to expand and enhance the tools available to financial professionals to solve problems effectively, efficiently and to strengthen accounting controls. This is the result of an extensive effort to develop an innovative, highly practical approach to the task of improving financial management and cash flow.
| Author | : Don Peppers |
| Publisher | : John Wiley & Sons |
| Total Pages | : 517 |
| Release | : 2022-04-19 |
| Genre | : Business & Economics |
| ISBN | : 1119815347 |
Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world's leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to "treat different customers differently." This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.
| Author | : Barton J. Goldenberg |
| Publisher | : Information Today, Inc. |
| Total Pages | : 388 |
| Release | : 2008 |
| Genre | : Business & Economics |
| ISBN | : 9780910965804 |
This comprehensive guide to Customer Relationship Management (CRM) draws on Barton Goldenbergs 20 plus years of experience guiding firms to a successful implementation of CRM solutions and techniques. Goldenberg demonstrates how the right mix of people, process, and technology can help firms achieve a superior level of customer satisfaction, loyalty, and new business. Beginning with a primer for executives who need to get quickly up-to-speed on CRM, the book covers a full range of critical issues including integration challenges and security concerns, and illuminates CRMs key role in the 24/7/365 real-time business revolution. CRM in Real Time is an essential guide for any organization seeking to maximize customer relationships, coordinate customer-facing functions, and leverage the power of the Internet as business goes real time.
| Author | : Stanley A. Brown |
| Publisher | : Wiley |
| Total Pages | : 376 |
| Release | : 2000-04-27 |
| Genre | : Business & Economics |
| ISBN | : 9780471644095 |
Maximize customer satisfaction and maximize your bottom line Over the last decade, too many organizations have assumed that their products or services were so superior that customers would automatically keep coming back for more. But in order to compete effectively in today's marketplace, organizations must change their strategy to become more customer focused, not product focused. Customer Relationship Management (CRM) is the best way to integrate this customer-facing approach throughout an organization. Aimed at understanding and anticipating the needs of an organization's current and potential customers, this innovative book shows how CRM links people, process, and technology to optimize an enterprise's revenue and profits by first providing maximum customer satisfaction. * Covers developing a market-oriented strategy, innovation in products and services, sales and channels transformation, customer relationship marketing, and customer care Stanley A. Brown (Toronto, Canada) is Partner in Charge of the Centre of Excellence in Customer Care at PricewaterhouseCoopers in Toronto.
