Managing The New Customer Relationship

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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 : 49,8 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

Managing Customer Experience and Relationships

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

Author : Martha Rogers,Don Peppers
Publisher : John Wiley & Sons
Page : 517 pages
File Size : 50,8 Mb
Release : 2022-04-19
Category : Business & Economics
ISBN : 9781119815341

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

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.

Customer Relationship Management

Lakshman Jha
Customer Relationship Management Book PDF

Author : Lakshman Jha
Publisher : Global India Publications
Page : 280 pages
File Size : 48,5 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

Stanley A. Brown
Customer Relationship Management Book PDF

Author : Stanley A. Brown
Publisher : Wiley
Page : 376 pages
File Size : 43,5 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.

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 : 517 pages
File Size : 55,5 Mb
Release : 2022-04-26
Category : Business & Economics
ISBN : 9781119815334

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

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.

Loyalty.com

Frederick Newell
Loyalty com Book PDF

Author : Frederick Newell
Publisher : McGraw-Hill Companies
Page : 358 pages
File Size : 44,7 Mb
Release : 2002
Category : Business & Economics
ISBN : 007138782X

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Loyalty.com by Frederick Newell Pdf

Packed with case studies and real-world examples, "loyalty.com" reveals what the latest technology shifts mean to marketers in every field and outlines the fundamentals needed to build customer loyalty that will last.

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 : 51,9 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

Customer Relationship Management

Francis Buttle
Customer Relationship Management Book PDF

Author : Francis Buttle
Publisher : Routledge
Page : 495 pages
File Size : 52,8 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

V. Kumar,Werner Reinartz
Customer Relationship Management Book PDF

Author : V. Kumar,Werner Reinartz
Publisher : Springer
Page : 411 pages
File Size : 55,5 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.

Collaborative Customer Relationship Management

Alexander H. Kracklauer,D. Quinn Mills,Dirk Seifert
Collaborative Customer Relationship Management Book PDF

Author : Alexander H. Kracklauer,D. Quinn Mills,Dirk Seifert
Publisher : Springer Science & Business Media
Page : 276 pages
File Size : 46,9 Mb
Release : 2012-11-07
Category : Business & Economics
ISBN : 9783540247104

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Collaborative Customer Relationship Management by Alexander H. Kracklauer,D. Quinn Mills,Dirk Seifert Pdf

Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. This book presents a new strategic framework that has been tested successfully with various global companies. New management concepts such as Collaborative Forecasting and Replenishment, CRM, Category Management, and Mass Customization are integrated into one holistic approach. Experts from companies like McKinsey and Procter&Gamble, as well as authors from renowned academic institutions, offer valuable insights on how to redesign organizations for the future.

Advanced Methodologies and Technologies in Digital Marketing and Entrepreneurship

Khosrow-Pour, D.B.A., Mehdi
Advanced Methodologies and Technologies in Digital Marketing and Entrepreneurship Book PDF

Author : Khosrow-Pour, D.B.A., Mehdi
Publisher : IGI Global
Page : 818 pages
File Size : 53,8 Mb
Release : 2018-11-09
Category : Business & Economics
ISBN : 9781522577676

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Advanced Methodologies and Technologies in Digital Marketing and Entrepreneurship by Khosrow-Pour, D.B.A., Mehdi Pdf

As businesses aim to compete internationally, they must be apprised of new methods and technologies to improve their digital marketing strategy in order to remain ahead of their competition. Trends in entrepreneurship that drive consumer engagement and business initiatives, such as social media marketing, yields customer retention and positive feedback. Advanced Methodologies and Technologies in Digital Marketing and Entrepreneurship provides information on emerging trends in business innovation, entrepreneurship, and marketing strategies. While highlighting challenges such as successful social media interactions and consumer engagement, this book explores valuable information within various business environments and industries such as e-commerce, small and medium enterprises, hospitality and tourism management, and customer relationship management. This book is an ideal source for students, marketers, social media marketers, business managers, public relations professionals, promotional coordinators, economists, hospitality industry professionals, entrepreneurs, and researchers looking for relevant information on new methods in digital marketing and entrepreneurship.

Customer Relationship Management

Rajendra Kumar Sugandhi
Customer Relationship Management Book PDF

Author : Rajendra Kumar Sugandhi
Publisher : New Age International
Page : 308 pages
File Size : 53,5 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.

Customer Relationship Management: A Strategic Approach

Denise Lopez
Customer Relationship Management A Strategic Approach Book PDF

Author : Denise Lopez
Publisher : Willford Press
Page : 223 pages
File Size : 45,5 Mb
Release : 2021-11-16
Category : Business & Economics
ISBN : 1682859819

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Customer Relationship Management: A Strategic Approach by Denise Lopez Pdf

Customer relationship management is concerned with managing a firm's association with current and prospective consumers. It seeks to improve business relationships with customers by using data analysis of customers' history with a company. It particularly focuses on customer retention in order to boost sales. The systems which compile data from varied communications channels form an integral part of customer relationship management. A few of these communication channels are telephone, email, marketing materials, live chat and social media. The main function of customer relationship management is to help companies understand their target audiences so that they can cater to their needs more efficiently. This textbook aims to shed light on some of the unexplored aspects of customer relationship management. While understanding the long-term perspectives of the topics, it makes an effort in highlighting their impact as a modern tool for the growth of the discipline. This book will provide comprehensive knowledge to the readers.

Customer Relationship Management

V. Kumar,Werner Reinartz
Customer Relationship Management Book PDF

Author : V. Kumar,Werner Reinartz
Publisher : Springer Science & Business Media
Page : 399 pages
File Size : 46,7 Mb
Release : 2012-04-30
Category : Business & Economics
ISBN : 9783642201097

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Customer Relationship Management by V. Kumar,Werner Reinartz Pdf

Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions. The goal of the book is to serve as 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.

Customer Relationship Management: A Step

H. Peeru Mohamed
Customer Relationship Management A Step Book PDF

Author : H. Peeru Mohamed
Publisher : Vikas Publishing House
Page : 237 pages
File Size : 43,5 Mb
Release : 2003-01-01
Category : Customer relations
ISBN : 9788125912057

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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.