Customer Relationship Management And Customer Service

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Customer Relationship Management and Customer Service

Adele Berndt,Annekie Brink
Customer Relationship Management and Customer Service Book PDF

Author : Adele Berndt,Annekie Brink
Publisher : Juta and Company Ltd
Page : 220 pages
File Size : 50,5 Mb
Release : 2004
Category : Business & Economics
ISBN : 0702161241

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Customer Relationship Management and Customer Service by Adele Berndt,Annekie Brink Pdf

Customer relations management (CRM) is about maintaining long-term customer relationships. This book looks at creating and managing customer relationships and how relationship marketing, applied throughout any organisation, can create new value to build the organisation for the long term. In order to achieve CRM, companies need to focus on customer retention, a high customer commitment and a long-term perspective. The book examines the changes in the practice of marketing and the solutions offered by relationship marketing. It also analyses the profound impact of technology and how it enables the business to focus on individual customers.

Customer Relationship Management

Francis Buttle
Customer Relationship Management Book PDF

Author : Francis Buttle
Publisher : Routledge
Page : 495 pages
File Size : 41,8 Mb
Release : 2009
Category : Business & Economics
ISBN : 9781856175227

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Customer Relationship Management by Francis Buttle Pdf

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.

Customer Relationship Management

Stanley A. Brown
Customer Relationship Management Book PDF

Author : Stanley A. Brown
Publisher : Wiley
Page : 376 pages
File Size : 50,8 Mb
Release : 2000-04-27
Category : Business & Economics
ISBN : 0471644099

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Customer Relationship Management by Stanley A. Brown Pdf

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.

Customer Relationship Management

Lakshman Jha
Customer Relationship Management Book PDF

Author : Lakshman Jha
Publisher : Global India Publications
Page : 280 pages
File Size : 46,9 Mb
Release : 2008
Category : Business & Economics
ISBN : 8190721127

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Customer Relationship Management by Lakshman Jha Pdf

A managers, whether brand-new to their postions or well established in the corporate hirearchy, can use a little brushing-up now and then. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one today's hottest topics. Customer relationships management: A strategic approach supplies easy-to-apply sloutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective and how to create and manage both short-and long -term relationships.This book acquaints student focuses on the strategic side of customer relationship management.The text provides students with and understanding of customer relationship management and its applications in the business fields of marketing and sales.

Customer Relationship Management

Francis Buttle
Customer Relationship Management Book PDF

Author : Francis Buttle
Publisher : Routledge
Page : 362 pages
File Size : 47,6 Mb
Release : 2004-02-18
Category : Business & Economics
ISBN : 9781136412578

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Customer Relationship Management by Francis Buttle Pdf

Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access.

Customer Relationship Management

Kristin L. Anderson,Carol J. Kerr
Customer Relationship Management Book PDF

Author : Kristin L. Anderson,Carol J. Kerr
Publisher : McGraw Hill Professional
Page : 178 pages
File Size : 48,6 Mb
Release : 2001-09-22
Category : Business & Economics
ISBN : 9780071394123

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Customer Relationship Management by Kristin L. Anderson,Carol J. Kerr Pdf

This reader-friendly series is must read for all levels of managers All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then. The skills-based Briefcase Books Series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one of today's hottest topics. Customer Relationship Management supplies easy-to-apply solutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective, and how to create and manage both short- and long-term relationships.

Customer Relationship Management: A Step

H. Peeru Mohamed
Customer Relationship Management A Step Book PDF

Author : H. Peeru Mohamed
Publisher : Vikas Publishing House
Page : 242 pages
File Size : 49,5 Mb
Release : 2003-01-01
Category : Customer relations
ISBN : 8125912053

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Customer Relationship Management: A Step by H. Peeru Mohamed Pdf

This book succinctly explains the cardinal principles of effective customer relationship management (CRM) –acquiring, retaining and expanding customer base. The concepts, process, techniques, significance and architectural aspects of CRM are dealt in comprehensive manner. The book would serve as a useful source of reference for designing, developing and implementing CRM in any organization.

Customer Relationship Management Strategies in the Digital Era

Nas?r, Süphan
Customer Relationship Management Strategies in the Digital Era Book PDF

Author : Nas?r, Süphan
Publisher : IGI Global
Page : 322 pages
File Size : 54,7 Mb
Release : 2015-03-31
Category : Business & Economics
ISBN : 9781466682320

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Customer Relationship Management Strategies in the Digital Era by Nas?r, Süphan Pdf

In today’s global economy, social media and technological advances have changed the way businesses interact with their clientele. With new forms of communication and IT practices, companies seek innovative practices for maintaining their consumer loyalty. Customer Relationship Management Strategies in the Digital Era blends the literature from the fields of marketing and information technology in an effort to examine the effect that technological advances have on the interaction between companies and their customers Through chapters and case studies, this publication discusses the importance of achieving competitive advantage through implementing relationship marketing practices and becoming consumer-centric. This publication is an essential reference source for researchers, professionals, managers, and upper level students interested in understanding customer loyalty in a technology-focused society.

Secrets of Customer Relationship Management

James G. Barnes
Secrets of Customer Relationship Management Book PDF

Author : James G. Barnes
Publisher : McGraw-Hill Companies
Page : 344 pages
File Size : 44,8 Mb
Release : 2001
Category : Business & Economics
ISBN : UVA:X004421036

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Secrets of Customer Relationship Management by James G. Barnes Pdf

When executives hear the term "customer relationship management" (CRM), they often break out in a cold sweat amid visions of six- or seven-figure implementations of staggeringly complex systems. But have no fear, you won't stumble over such looming obstacles in James G. Barnes's book. Rather he chooses an old-fashioned approach to CRM: actually building relationships with your customers. Barnes provides a variety of techniques to accomplish this basic task. Some of his suggestions are fresh and inspired, while others will sound pretty familiar to anyone in business. Either way, he documents them with his own thorough research and insightful accounts from other writers. Some readers will miss the nuts-and-bolts technical analysis that has come to define the modern concept of CRM, but getAbstract recommends this book to executives, marketing professionals and customer service managers who want to get back to traditional business values.

CUSTOMER RELATIONSHIP MANAGEMENT

ALOK KUMAR RAI
CUSTOMER RELATIONSHIP MANAGEMENT Book PDF

Author : ALOK KUMAR RAI
Publisher : PHI Learning Pvt. Ltd.
Page : 529 pages
File Size : 55,5 Mb
Release : 2012-12-05
Category : Business & Economics
ISBN : 9788120346956

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CUSTOMER RELATIONSHIP MANAGEMENT by ALOK KUMAR RAI Pdf

This thoroughly revised and enlarged edition brings to light the latest developments taking place in the area of Customer Relationship Management (CRM), and focuses on current CRM practices of various service industries. This edition is organised into five parts containing 19 chapters. Part I focuses on making the readers aware of the conceptual and literary developments, and also on the strategic implementation of the concepts. Part II discusses the research aspects of CRM. Part III deals with the applications of information technologies in CRM. Part IV provides the various newer and emerging concepts in CRM. Finally, Part V analyses the CRM applications in various sectors, industries and companies. Primarily intended as a textbook for the students of Management, the book would prove to be an invaluable asset for professionals in service industries. New to This Edition Includes five new chapters, namely Research Techniques and Methods in Customer Relationship Management; Customer Satisfaction; Customer Loyalty; Service Quality; and Service Recovery Management, along with several additions of new text and revisions of the existing text. Provides latest advancements in CRM to keep the students abreast of these developments. Gives as many as 16 Case Studies with critical analysis of different industries to help the readers understand the subject. Covers a number of illustrations to elucidate the concepts discussed. Gives Project Assignment in each chapter.

Customer Relationship Management

Subhasish Das
Customer Relationship Management Book PDF

Author : Subhasish Das
Publisher : Excel Books India
Page : 144 pages
File Size : 46,9 Mb
Release : 2007
Category : Contracting out
ISBN : 8174465316

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Customer Relationship Management by Subhasish Das Pdf

This book provides a perceptive on CRM that we believe has been lacking for some time i.e. how to use CRM and its implementation on ITES/BPO.This book gives an overview CRM its implementation on BPO/ITES and certainly helps the aspiring people who want to join the growing industry of ITES.It is not a theoretical treatise on CRM, nor is it an untested vision of futurists. Every chapter is based on the author's real world observation and experiences with companies. This book is eminently practical for ITES/BPO, ITES training centers.

CUSTOMER RELATIONSHIP MANAGEMENT

KAUSHIK MUKERJEE
CUSTOMER RELATIONSHIP MANAGEMENT Book PDF

Author : KAUSHIK MUKERJEE
Publisher : PHI Learning Pvt. Ltd.
Page : 189 pages
File Size : 41,7 Mb
Release : 2007-07-25
Category : Business & Economics
ISBN : 9788120332850

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CUSTOMER RELATIONSHIP MANAGEMENT by KAUSHIK MUKERJEE Pdf

"This textbook on CRM, a new approach to marketing, is comprehensive and managerially very useful. Its case studies with a mixture of Indian and non-Indian cases, are extremely interesting and will be fun for students to learn and for instructors to teach." JAGDISH N. SHETH, Professor of Marketing,Emory University This straightforward and easy-to-read text provides students of manage-ment and business studies with a thorough understanding of fundamental abilities and strategies that lead to the successful implementation of practice of CRM (Customer Relationship Management), regarded as the wonder solution to all the problems encountered by marketers. To cope with the increasing intensity of competition, necessitating a drive towards enhancement of customer satisfaction, the book emphasizes the need for integration and coordination along the value chain to effectively and efficiently manage customers. The book focuses on best practices in CRM and illustrates along the way through several interesting case studies how CRM has been used in various industries to build relationships with customers. The book also provides a solid grounding in tools, techniques and technologies used in CRM and explains in detail the power of eCRM to help companies make their vision of CRM a reality. The text is intended for students of MBA, PGDM (Postgraduate Diploma in Management), and PGPBA (Postgraduate Programme in Business Administration). Besides, this book is a useful reference for managerial and marketing professionals. KEY FEATURES  Provides insight into contemporary developments in CRM  Cites Indian as well as global examples  Offers case studies on Indian and global companies to highlight the use of CRM

Customer Relationship Management

Simon Knox,Adrian Payne,Lynette Ryals,Stan Maklan,Joe Peppard
Customer Relationship Management Book PDF

Author : Simon Knox,Adrian Payne,Lynette Ryals,Stan Maklan,Joe Peppard
Publisher : Routledge
Page : 320 pages
File Size : 44,7 Mb
Release : 2007-06-01
Category : Business & Economics
ISBN : 9781136412493

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Customer Relationship Management by Simon Knox,Adrian Payne,Lynette Ryals,Stan Maklan,Joe Peppard Pdf

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.

Customer Relationship Management

Srivastava Mallika
Customer Relationship Management Book PDF

Author : Srivastava Mallika
Publisher : Vikas Publishing House
Page : 128 pages
File Size : 47,9 Mb
Release : 2024-06-19
Category : Business & Economics
ISBN : 9789325974111

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Customer Relationship Management by Srivastava Mallika Pdf

With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the front-end organizations that directly touch the customer. The book further discusses dynamics in CRM in services, business market, human resource and rural market. It also discusses the technology aspects of CRM like data mining, technological tools and most importantly social CRM.The book can serve as a guide for deploying CRM in an organization stating the critical success factors.KEY FEATURES• Basic concepts of CRM and environmental changes that lead to CRM adoption• Technological advancements that have served as catalyst for managing relationships• Customer strategy as a necessary and important element for managing every successful organization• CRM is not about developing a friendly relationship with the customers but involves developing strategies for retention, and using them for achieving very high levels of customer satisfaction• The concept of customer loyalty management as an important business strategy• The role of CRM in business market• The importance of people factor for the organization from the customer's perspective• Central role of customer related databases to successfully deliver CRM objectives• Data, people, infrastructure, and budget are the four main areas that support the desired CRM strategy

Customer Relationship Management

Rajendra Kumar Sugandhi
Customer Relationship Management Book PDF

Author : Rajendra Kumar Sugandhi
Publisher : New Age International
Page : 308 pages
File Size : 54,9 Mb
Release : 2003
Category : Customer relations
ISBN : 8122414435

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Customer Relationship Management by Rajendra Kumar Sugandhi Pdf

Customer Relationship Management (Crm) Has Become A Vital Tool In Retaining Customers And Consolidating An Organisation S Market Share. This Book Presents A Clear And Succinct Exposition Of The Concepts And Strategies Involved In Crm. The Exposition Is Suitably Illustrated With A Variety Of Case Studies From Both Consumer And Core Sectors. The Book Focuses On The Key Components Of Crm -Consumer Behaviour -Customer Satisfaction And Loyalty -Responsive Response -Service And Complaints Management And Discusses Them In Considerable Detail. Measurement Techniques And Various Methods Of Analysing Customer Responses Are Also Suitably Discussed. The Training And Re-Orientation Of Human Resources For Effective Crm Are Highlighted. With Its Incisive Exposition And Vivid Cases, This Book Would Be Extremely Useful For Business And Marketing Management Executives And Students.