Managing Customer Relationships Using Customer Care Techniques

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Managing Customer Relationships Using Customer Care Techniques

Anna Brzozowska,Stanisław Brzeziński,Arnold Pabian,Barbara Pabian
Managing Customer Relationships Using Customer Care Techniques Book PDF

Author : Anna Brzozowska,Stanisław Brzeziński,Arnold Pabian,Barbara Pabian
Publisher : CRC Press
Page : 165 pages
File Size : 43,7 Mb
Release : 2024-05-15
Category : Business & Economics
ISBN : 9781040017616

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Managing Customer Relationships Using Customer Care Techniques by Anna Brzozowska,Stanisław Brzeziński,Arnold Pabian,Barbara Pabian Pdf

In today’s global business environment, Customer Relationship Management (CRM) has become key to the success of many international enterprises. Managing Customer Relationships Using Customer Care Techniques: Strategy Development of an International Enterprise offers a comprehensive analysis of this crucial business aspect, focusing on how companies can effectively manage their customer relationships in the context of global expansion. This book stands out with its unique approach to CRM, blending theory with practice and providing readers with a deep understanding of how CRM influences the strategies of international enterprises. The book is divided into four main parts, each focusing on a different aspect of customer relationship management. The first part focuses on creating strategies in the context of customer relationships in international enterprises, the second part discusses the essence of the CRM concept in companies, the third part delves into the strategy of a global enterprise from the customer relationship perspective, and the fourth part centers on the evaluation and optimization of customer care strategy in modern business. Key Features: • In-depth analysis of the CRM concept in the context of international business. • Discussion on the evolution of the CRM idea over the years. • Introduction to integrated customer relationship management systems in global enterprises. • Analysis of the impact of social media on CRM. • Practical insights on measuring the effectiveness of customer care activities. Managing Customer Relationships Using Customer Care Techniques: Strategy Development of an International Enterprise is a must-read for managers, business consultants, business students, and anyone wanting to understand how to effectively manage customer relationships in an international business environment.

Managing Customer Relationships

Don Peppers,Martha Rogers
Managing Customer Relationships Book PDF

Author : Don Peppers,Martha Rogers
Publisher : John Wiley & Sons
Page : 460 pages
File Size : 44,6 Mb
Release : 2010-12-30
Category : Business & Economics
ISBN : 9780470930182

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Managing Customer Relationships by Don Peppers,Martha Rogers Pdf

MANAGING CUSTOMER RELATIONSHIPS A Strategic Framework Praise for the first edition: "Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies. "—Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia "Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book, they bring their wealth of experience and knowledge into academic focus. This text successfully centers the development of the field and its theories and methodologies squarely within the broader context of enterprise competitive theory. It is a must-have for educators of customer relationship management and anyone who considers customer-centric marketing the cornerstone of sound corporate strategy." —Dr. Charlotte Mason, Department Head, Director, and Professor, Department of Marketing and Distribution, Terry College of Business, University of Georgia "Don and Martha have done it again! The useful concepts and rich case studies revealed in Managing Customer Relationships remove any excuse for those of us responsible for actually delivering one-to-one customer results. This is the ultimate inside scoop!" —Roy Barnes, Formerly with Marriott, now President, Blue Space Consulting "This is going to become the how-to book on developing a customer-driven enterprise. The marketplace is so much in need of this road map!" —Mike Henry, Leader for Consumer Insights at Acxiom Praise for the second edition: "Every company has customers, and that's why every company needs a reference guide like this. Peppers and Rogers are uniquely qualified to provide us with the top textbook on the subject, and the essential tool for the field they helped to create." —David Reibstein, William Stewart Woodside Professor of Marketing, The Wharton School, University of Pennsylvania

Managing Customer Experience and Relationships

Don Peppers,Martha Rogers
Managing Customer Experience and Relationships Book PDF

Author : Don Peppers,Martha Rogers
Publisher : John Wiley & Sons
Page : 624 pages
File Size : 54,6 Mb
Release : 2016-11-14
Category : Business & Economics
ISBN : 9781119236252

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Managing Customer Experience and Relationships by Don Peppers,Martha Rogers Pdf

Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you'll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or training session. The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction. Understand the fundamental principles of the customer relationship Implement the IDIC model to improve CRM ROI Identify essential metrics for CRM evaluation and optimization Increase customer loyalty to drive profits and boost margins Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal—but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.

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 : 40,8 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.

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 : 48,6 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 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 : 42,8 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.

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 : 54,5 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

Build Your Customer Strategy

James G. Barnes
Build Your Customer Strategy Book PDF

Author : James G. Barnes
Publisher : John Wiley & Sons
Page : 223 pages
File Size : 47,8 Mb
Release : 2007-01-06
Category : Business & Economics
ISBN : 9780470056264

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Build Your Customer Strategy by James G. Barnes Pdf

"The customer relationships that a company is able to cultivate represent the most important asset that will never appear on its balance sheet." -From Chapter 1 of Build Your Customer Strategy Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships spells out how to create profitable and lasting customer relationships. It demystifies creating the great customer experience-something that everyone seems to be talking about these days-by showing you how to approach "experience" in ways your competitors haven't even thought of. Praise for Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships "Jim Barnes has written a down-to-earth, highly readable book that takes you through real examples with concrete ideas you can use today. Fact is, customers are the only source of revenue, and Jim will help your company build the strategy to grow the value of each customer to your firm, by making sure your firm becomes more valuable to each customer." -Don Peppers and Martha Rogers, PhD coauthors, The One to One Future and Return on Customer "Jim Barnes is in a class by himself as a guru who truly understands customer relationships from the customer's point of view. Read Build Your Customer Strategy when you're ready to move past slogans and technology-based CRM projects to create real customer equity and long-term profitability." -Bob Thompson, CEO CustomerThink Corp., and founder, CRMGuru.com "Build Your Customer Strategy is the book for leaders committed to creating genuine connections with clients. Jim goes beyond conventional thinking to help businesses understand, create, and implement a strategy that will result in the type of long-term loyal customers everyone wants-the ones who bring their family and friends." -Anne Lockie, Executive Vice President, Sales Canadian Personal and Business Clients, RBC Royal Bank "Excellent reading. Jim Barnes brings a refreshing perspective to customer service, loyalty and the importance of long-term, sustainable client relationships. Insightful and very educational." -Stephen Foster, Senior Vice President, Operations Starwood Hotels & Resorts Worldwide, Inc.

Customer Relationship Management

Lakshman Jha
Customer Relationship Management Book PDF

Author : Lakshman Jha
Publisher : Global India Publications
Page : 280 pages
File Size : 48,8 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

Judith W. Kincaid
Customer Relationship Management Book PDF

Author : Judith W. Kincaid
Publisher : Prentice Hall Professional
Page : 512 pages
File Size : 52,5 Mb
Release : 2003
Category : Business & Economics
ISBN : 013035211X

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Customer Relationship Management by Judith W. Kincaid Pdf

An ETHS graduate of 1962 provides a blueprint for customer relationship management in business and technical organizations.

Customer Relationship Management

50minutes
Customer Relationship Management Book PDF

Author : 50minutes
Publisher : Management & Marketing
Page : 44 pages
File Size : 48,6 Mb
Release : 2017-08-25
Category : Electronic
ISBN : 2808000324

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Customer Relationship Management by 50minutes Pdf

Understand customer relationship management in no time! Find out everything you need to know about this powerful tool with this practical and accessible guide. Customer relationship management is a valuable tool in an increasingly competitive business world. It allows companies to find out who their customers are and what they want, which enables them to tailor their communication and offers to their clients. No matter what your sector of activity, an effective CRM strategy will boost customer satisfaction, increase performance and give you a valuable edge over the competition. In 50 minutes you will be able to: - Understand the wide range of tools and techniques used in customer relationship management - Tailor your communications to your customers' needs and expectations - Evaluate the success of your CRM strategy based on a number of key performance indicators ABOUT 50MINUTES.COM MANAGEMENT AND MARKETING The Management and Marketing series from the 50Minutes collection provides the tools to quickly understand the main theories and concepts that shape the economic world of today. Our publications will give you elements of theory, definitions of key terms and case studies in a clear and easily digestible format, making them the ideal starting point for readers looking to develop their skills and expertise.

Building the Customer-Centric Enterprise

Claudia Imhoff,Lisa Loftis,Jonathan G. Geiger
Building the Customer Centric Enterprise Book PDF

Author : Claudia Imhoff,Lisa Loftis,Jonathan G. Geiger
Publisher : Wiley
Page : 516 pages
File Size : 40,9 Mb
Release : 2001-02-19
Category : Computers
ISBN : 0471319813

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Building the Customer-Centric Enterprise by Claudia Imhoff,Lisa Loftis,Jonathan G. Geiger Pdf

Strategies for leveraging information technologies to improve customer relationships With E-business comes the opportunity for companies to really get to know their customers--who they are and their buying patterns. Business managers need an integrated strategy that supports customers from the moment they enter the front door--or Web site--right through to fulfillment, support, and promotion of new products and services. Along the way, IT managers need an integrated set of technologies--from Web sites to databases and data mining tools--to make all of this work. This book shows both IT and business managers how to match business strategies to the technologies needed to make them work. Claudia Imhoff helped pioneer this set of technologies, called the Corporate Information Factory (CIF). She and her coauthors take readers step-by-step through the process of using the CIF for creating a customer-focused enterprise in which the end results are increased market share and improved customer satisfaction and retention. They show how the CIF can be used to ensure accuracy, identify customer needs, tailor promotions, and more.

Customer Relationship Management

Jon Anton
Customer Relationship Management Book PDF

Author : Jon Anton
Publisher : Unknown
Page : 198 pages
File Size : 51,7 Mb
Release : 1996
Category : Customer relations
ISBN : PSU:000031061254

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Customer Relationship Management by Jon Anton Pdf

Appropriate as a stand-alone text for single-semester courses in Customer Relationship Measurement, Service Marketing, Customer Service or Consumer Affairs. This book documents and demonstrates cost-effective techniques that the authors themselves have used to assist company managers in accomplishing strategic customer relationships management. It provides future or practicing non-technical corporate managers with the tools to better retain customers by backing their "hard decisions" with the "soft numbers" used to measure customer relationships.

Romancing the Customer

Paul Temporal,Martin Trott
Romancing the Customer Book PDF

Author : Paul Temporal,Martin Trott
Publisher : Wiley
Page : 0 pages
File Size : 51,6 Mb
Release : 2001-06-05
Category : Business & Economics
ISBN : 0471846155

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Romancing the Customer by Paul Temporal,Martin Trott Pdf

Provides a fresh, international perspective on building customer relationships and building brand equity Customer relationship management (CRM) is one of the hottest topics in strategic branding worldwide, and, as the authors of this groundbreaking book demonstrate, the most innovative CRM techniques are developed at transnational corporations challenged with maintaining relationships with an ethnically very diverse customer base. The first book to provide a truly international perspective on customer relationship management, Romancing the Customer draws on case studies from around the world to describe cutting-edge CRM techniques currently used by many of today's most high-powered global enterprises. Paul Temporal and Martin Trott reveal the strategies behind some of the most successful initiatives of recent years. Paul Temporal, PhD (Singapore), is Managing Director of Marketing Initiatives Group and a leading international expert on brand creation, development, and management. Martin Trott (Malaysia) is Managing Director of Relationship Marketing International.

CUSTOMER RELATIONSHIP MANAGEMENT

KAUSHIK MUKERJEE
CUSTOMER RELATIONSHIP MANAGEMENT Book PDF

Author : KAUSHIK MUKERJEE
Publisher : PHI Learning Pvt. Ltd.
Page : 196 pages
File Size : 43,8 Mb
Release : 2007-07-25
Category : Business & Economics
ISBN : 8120332857

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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