Customer Relationship Marketing

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Customer Relationship Marketing

Merlin Stone,Neil Woodcock,Liz Machtynger
Customer Relationship Marketing Book PDF

Author : Merlin Stone,Neil Woodcock,Liz Machtynger
Publisher : Kogan Page Publishers
Page : 244 pages
File Size : 43,8 Mb
Release : 2000
Category : Business & Economics
ISBN : 0749427000

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Customer Relationship Marketing by Merlin Stone,Neil Woodcock,Liz Machtynger Pdf

Relationship marketing is considered by most major corporations to be one of the keys to unlocking the full power of e-commerce in the 21st century. In order that customers and consumers can be targeted effectively, a lasting relationship with each and every one is required. For this to be effectively achieved, there is a need for long-term strategy and technological investment. But where do businesses start? This practical guide is designed to set any organization on the path to planning CRM strategy and offers advice to ensure long-term success. This second edition is revised to take account of research since the first edition, and contains examples.

Successful Customer Relationship Marketing

Bryan Foss,Merlin Stone
Successful Customer Relationship Marketing Book PDF

Author : Bryan Foss,Merlin Stone
Publisher : Kogan Page Publishers
Page : 554 pages
File Size : 41,5 Mb
Release : 2001
Category : Business & Economics
ISBN : 0749435798

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Successful Customer Relationship Marketing by Bryan Foss,Merlin Stone Pdf

A handbook on customer relationship marketing. Successful Customer Relationship Marketing explores what companies all over the world are doing and shows what tools and techniques are actually bringing results. It is divided into four parts: Customer Knowledge; Strategy and Technology; Implementation; and Sector Studies.

Customer Relationship Marketing: Theoretical And Managerial Perspectives

Naresh K Malhotra,James Agarwal
Customer Relationship Marketing Theoretical And Managerial Perspectives Book PDF

Author : Naresh K Malhotra,James Agarwal
Publisher : World Scientific
Page : 371 pages
File Size : 44,7 Mb
Release : 2020-12-04
Category : Business & Economics
ISBN : 9781944659738

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Customer Relationship Marketing: Theoretical And Managerial Perspectives by Naresh K Malhotra,James Agarwal Pdf

'Put this on your bookshelf and in your classroom! This is a comprehensive guide to understanding and managing customer relationships from two top scholars and educators.'Dr Linda L PriceUniversity of Wyoming, andEditor, Journal of Consumer ResearchCustomer relationship marketing (CRM) opportunities are embedded in the entire customer journey spanning several touch points across all stages including prepurchase, purchase, and postpurchase stage. Customer relationship marketing evolved from traditional marketing concept and has broadened its scope today, intersecting with the following domains, namely customer buying behavior process models, customer satisfaction and loyalty, service quality, customer relationship management tools and strategies, customer centricity, and customer engagement activities. A comprehensive, state-of-the-art textbook, Customer Relationship Marketing: Theoretical and Managerial Perspectives is organized as follows:

Customer Relationship Management

SCN Education
Customer Relationship Management Book PDF

Author : SCN Education
Publisher : Springer Science & Business Media
Page : 406 pages
File Size : 54,9 Mb
Release : 2013-11-11
Category : Technology & Engineering
ISBN : 9783322849618

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Customer Relationship Management by SCN Education Pdf

This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapter dedicated to the implementation of CRM in callcenters, the reader will have the most complete file on CRM possible at his disposition.

Relationship Marketing

Steve Baron,Tony Conway,Gary Warnaby
Relationship Marketing Book PDF

Author : Steve Baron,Tony Conway,Gary Warnaby
Publisher : SAGE
Page : 216 pages
File Size : 54,8 Mb
Release : 2010-04-20
Category : Business & Economics
ISBN : 9781446200315

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Relationship Marketing by Steve Baron,Tony Conway,Gary Warnaby Pdf

Electronic Inspection Copy available for instructors here The relationship between a market and a consumer is complex. Far from simply an exchange of services there is an often complex transaction of feeling, meaning and experience. How does the study of relationship marketing interpret this? In this exciting new book the authors explore the factors of relationship marketing in its contemporary context, with the consumer in mind. From the experience of a football club supporter to experiences of gap year travel, to text messaging behaviour, and to using the library, the focus of this text is on the consumer perspective. From this angle, issues of relationship marketing, and its management, take on a new and exciting bearing. Topics examined include: frameworks for analyzing the consumer experience; consumer communities; issues of customer loyalty; the impact of ICT on relationship marketing; and the creative consumer. Each chapter is supported by - or based on - an in-depth case study, many of which are drawn from the authors' research.

Strategic Customer Management

Adrian Payne,Pennie Frow
Strategic Customer Management Book PDF

Author : Adrian Payne,Pennie Frow
Publisher : Cambridge University Press
Page : 547 pages
File Size : 45,6 Mb
Release : 2013-03-28
Category : Business & Economics
ISBN : 9781107328419

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Strategic Customer Management by Adrian Payne,Pennie Frow Pdf

Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this is the first textbook to demonstrate how it can be done. Written by two acclaimed experts in the field, it shows how an holistic approach to managing relationships with customers and other key stakeholders leads to increased shareholder value. Taking a practical, step-by-step approach, the authors explain the principles of relationship marketing, apply them to the development of a CRM strategy and discuss key implementation issues. Its up-to-date coverage includes the latest developments in digital marketing and the use of social media. Topical examples and case studies from around the world connect theory with global practice, making this an ideal text for both students and practitioners keen to keep abreast of changes in this fast-moving field.

Relationship Marketing and Customer Relationship Management

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

Author : Annekie Brink,Adele Berndt
Publisher : Juta and Company Ltd
Page : 228 pages
File Size : 55,5 Mb
Release : 2008
Category : Business & Economics
ISBN : 0702177393

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

Presenting a dramatic shift in the way marketing is viewed and how its value is determined, this diverse resource focuses on the retention of customers through excellent customer service. Attending to the “4 Ps” of marketing, the guidebook addresses the ways in which a marketer can make decisions with the customer’s perspective as the priority. With strategies both for one-to-one marketing and for mass customization, this critical handbook offers information for today’s ever-adapting business environment.

Relationship Marketing

Ian Gordon
Relationship Marketing Book PDF

Author : Ian Gordon
Publisher : J. Wiley
Page : 344 pages
File Size : 43,9 Mb
Release : 1998
Category : Business & Economics
ISBN : UOM:39015040130083

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Relationship Marketing by Ian Gordon Pdf

Traditional marketing dealt with market segments. Relationship marketing gives management more "bang for the marketing buck" by focusing on the ultimate market segment - the individual customer - effectively and efficiently. Marketing attempted to generate as many sales transactions as possible, across all groups of customers. Relationship marketing enables your company to improve profitability customer by customer, by focusing on those who receive, and return, the best value. Relationship Marketing: New Strategies, Techniques and Technologies to Win the Customers You Want and Keep Them Forever goes far beyond the basic idea that customers' needs and desires can be addressed uniquely. It is a practical guide to helping marketers and others to integrate relationship marketing into the business and use it to create value for the company and for its customers.

Diverse Methods in Customer Relationship Marketing and Management

Lee, In
Diverse Methods in Customer Relationship Marketing and Management Book PDF

Author : Lee, In
Publisher : IGI Global
Page : 333 pages
File Size : 40,5 Mb
Release : 2018-05-25
Category : Business & Economics
ISBN : 9781522556206

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Diverse Methods in Customer Relationship Marketing and Management by Lee, In Pdf

Consumer interaction and engagement are vital components to help marketers maintain a lasting relationship with their customers. By developing positive relationships with consumers, businesses can better maintain their customers’ loyalty. Diverse Methods in Customer Relationship Marketing and Management is a critical scholarly resource that examines how marketing has shifted to a relationship-oriented model. Due to this, there is an increased need for customer relationship marketing and management to emerge as an invaluable approach to strengthening companies and the customer experience. Featuring coverage on a wide range of topics such as relational marketing technology acceptance model, and consumer buying behavior, this book is a vital resource for marketing professionals, managers, retailers, advertising executives, academicians, and researchers seeking current research on the challenges and opportunities in customer relationship marketing and management.

Customer Relationship Management

Roger J. Baran,Robert J. Galka
Customer Relationship Management Book PDF

Author : Roger J. Baran,Robert J. Galka
Publisher : Taylor & Francis
Page : 450 pages
File Size : 48,8 Mb
Release : 2016-12-08
Category : Business & Economics
ISBN : 9781317419334

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Customer Relationship Management by Roger J. Baran,Robert J. Galka Pdf

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.

The Relationship Marketer

Soren Hougaard,Mogens Bjerre
The Relationship Marketer Book PDF

Author : Soren Hougaard,Mogens Bjerre
Publisher : Springer Science & Business Media
Page : 227 pages
File Size : 50,6 Mb
Release : 2010-03-14
Category : Business & Economics
ISBN : 9783642032431

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The Relationship Marketer by Soren Hougaard,Mogens Bjerre Pdf

In "The Relationship Marketer", Søren Hougaard and Mogens Bjerre explain how the concept of the dyad (i.e., mutuality, or "you and me") is quickly becoming a fundamental principle in marketing. The authors suggest that understanding customer relationships, value co-creation, and customised business models in which effectiveness is evaluated on an individualised basis leads to outstanding business performance. Based on these principles the authors present a concrete and practically manageable framework for implementation. Readers will find surprising, useful, and applicable marketing models, typologies and tools, as well as guides to the systematic generation of strategic opportunities. "The Relationship Marketer" will be valuable reading for students and professionals in sales and marketing, as well as anyone seeking insights into dyadic market forces, which are moving industry beyond the outdated perspective of treating all customers equally.

Customer Relationship Management

Dr. Pallavi (Joshi)Kapooria
Customer Relationship Management Book PDF

Author : Dr. Pallavi (Joshi)Kapooria
Publisher : Idea Publishing
Page : 164 pages
File Size : 45,8 Mb
Release : 2017-08-14
Category : Electronic
ISBN : 8210379456XXX

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Customer Relationship Management by Dr. Pallavi (Joshi)Kapooria Pdf

In this era of customer sovereignty, the key to success is to be customer-centric to the core and divert optimum resources towards identifying the right customers and catering to their service needs so as to leverage the relationship with a long-term perspective. In the fierce marketplace, the prime factor that will prove to be a sustainable differentiator is customer loyalty. Marketers must connect with the customers – inform, engaging and energizing them in the process to capture the customers and win over the competition. This book will give an insight into such aspects of CRM and help an organization to develop an apt strategy and build an infrastructure that absolutely must be in place before they can begin to understand the customers and start delivering effective loyalty programs. It emphasizes on the fact that the loyalty is built on trust which results from the total experience that a customer has with your organization throughout the customer lifecycle. This book will primarily cater to the management students who are aspiring managers keen to explore the world of endless opportunities of Marketing & Brand Management. It will provide them with an insight into the core concepts of CRM and equip them to successfully mark their corporate debut. This book also intends to cater to the corporate professionals who are planning to invest in a Customer Relationship Management program. I hope that we will be able to build a relationship through my investment in writing this book and your investment in reading it. Since a relationship is two-way, I hope that we can benefit from each other’s experiences. I would be glad to hear from you, please do share your experience and feedback at [email protected]

Managing the New Customer Relationship

Ian Gordon
Managing the New Customer Relationship Book PDF

Author : Ian Gordon
Publisher : John Wiley & Sons
Page : 227 pages
File Size : 42,6 Mb
Release : 2013-03-21
Category : Business & Economics
ISBN : 9781118255858

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Managing the New Customer Relationship by Ian Gordon Pdf

Praise for MANAGING THE NEW CUSTOMER RELATIONSHIP “Gordon delivers an impressive synthesis of the newest methods for engaging customers in relationships that last. No organization today can succeed without the mastery of customer relationship management strategy fundamentals. But to win in the decades ahead, you must also understand and capitalize on the rapidly evolving social computing, mobility and customer analytics technologies described in this book. Checklists, self-assessments and graphical frameworks deliver pragmatic value for the practicing manager.” — William Band, Vice-President, Principal Analyst, Forrester Research Inc., Cambridge, MA

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 : 43,5 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

V. Kumar,Werner Reinartz
Customer Relationship Management Book PDF

Author : V. Kumar,Werner Reinartz
Publisher : Springer
Page : 411 pages
File Size : 42,7 Mb
Release : 2018-05-15
Category : Business & Economics
ISBN : 9783662553817

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Customer Relationship Management by V. Kumar,Werner Reinartz Pdf

This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.