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Author : Vaughan Philip Merlyn
Publisher : Merlyn Group, LLC
Page : 256 pages
File Size : 55,8 Mb
Release : 2019-08-12
Category : Business & Economics
ISBN : 0984737383
How Business Relationship Management can accelerate time to value in the Digital Enterprise.
Author : Robbie Wheeler
Publisher : Robbie Wheeler
Page : 96 pages
File Size : 46,7 Mb
Release : 2020-11-15
Category : Business & Economics
ISBN : 1637327366
Business Relationship Management: Relationship Management is the solution for getting to know your customers and developing your business.
Author : V. Kumar,Werner Reinartz
Publisher : Springer Science & Business Media
Page : 399 pages
File Size : 53,5 Mb
Release : 2012-04-30
Category : Business & Economics
ISBN : 9783642201097
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.
Author : Michael D Hartline,David Bejou
Publisher : Routledge
Page : 119 pages
File Size : 46,8 Mb
Release : 2012-12-06
Category : Business & Economics
ISBN : 9781136423802
Use these techniques to improve staff performance! Internal Relationship Management: Linking Human Resources to Marketing Performance shows how businesses can develop and maintain positive interactions between managers and employees. This book provides cutting-edge research on the management of internal customers (i.e., employees) that offers practical suggestions to improve internal service, employee performance, andultimatelyexternal marketing performance. This useful resource contains many special features to augment the text, including tables, figures, and models. Internal Relationship Management explores key issues, such as: internal relationship managementmanaging relationships with internal customers human resources activitiesactions taken to influence employee attitudes and work-related behaviors career entrythe initial stages of the internal relationship management process organizational supportservices provided to employees in an effort to support them With this book, you’ll gain a better understanding of: boundary spanners’ appraisals of career entry transitionfrom telecommunications, insurance, manufacturing, accounting, and retail firms the recruitment, selection, and retention of customer-contact service employees how internal communication processes affect boundary spanners’ satisfaction with organizational support services employee brandingemployees internalize the firm’s desired brand image to project it to customers and external stakeholders the internal customer mindsetthe importance employees place on serving internal customers The authors of Internal Relationship Management are established scholars in both marketing and management, providing an integrated, state-of-the-art perspective on how internal relations affect marketing performance. This book presents extensive research and case studies to emphasize how employee satisfaction results in customer satisfaction.
Author : Jean Paul Wijers
Publisher : Amsterdam University Press
Page : 128 pages
File Size : 50,8 Mb
Release : 2019-03-07
Category : Business & Economics
ISBN : 9789048540884
In an increasingly connected world, Strategic Relationship Management is a vital capability for successful organizations. The book Managing Authentic Relationships; Facing New Challenges in a Changing Context focuses on building and managing a strong network and reciprocal relationships for the entire organization by implementing a professional relationship management approach at strategic, tactical and operational level. Professional relationship management makes valuable and measurable contributions to the strategic goals of an organization by: - Expanding the organization's strategy to a Relationship Management Strategy. - Efficiently managing relationships and correctly mapping stakeholders. - Embedding clear responsibility for relationship management throughout the organization. - Measuring results and calculating the Return-on-Relationship. - Developing strong networking skills and networkers who are able to act as eyes and ears for the organization. - Organizing effective networking activities with measurable results. This book also offers a holistic view. Managing authentic relationships requires a shared understanding of what relationships are. It is impossible to develop succesful relationship management without authentic relationships based on trust and reciprocity.
Author : Bartosz Deszczyński
Publisher : Springer Nature
Page : 294 pages
File Size : 45,6 Mb
Release : 2021-03-25
Category : Business & Economics
ISBN : 9783030673383
Relationship management (RM) is an essential part of business, but its success as a business model can be hard to measure, with some firms embracing a model that is truly relationship-orientated, while others claim to be relationship-orientated but in fact prefer transactional short-term gain. This open access book aims to develop a mid-range theory of relationship management, examining truly relationship-orientated firms to discover not only what qualities these firms have that make them successful at the RM model, but also what benefits this model has for the firm. It addresses questions like how RM-mature companies achieve and sustain competitive advantage, and what determines the scale and scope of these firms, illustrating with case studies. This book will be of interest to scholars studying leadership and strategy, especially those interested in relationship management, business ethics and corporate social responsibility. It will also be of interest to professionals looking to develop their understanding of relationship management.
Author : Dr Nashater Deu Solheim
Publisher : Unknown
Page : 236 pages
File Size : 48,7 Mb
Release : 2020-02-04
Category : Business & Economics
ISBN : 1544507186
As a seasoned business leader, do you wonder why you sometimes get the traction you want with people, while other times it feels like you're spinning your wheels? It's not luck. You must be able to persuade and influence those you lead to get results in a positive way. Finding the win-win in every interaction is critical to achieving this, as your team and stakeholders must willingly go in the direction you're asking them to go. It's the integration of these skills--persuasion, influence, and negotiation--that allows leaders to gain traction and develop high-performing, fully engaged teams. In The Leadership PIN Code, Dr Nashater Deu Solheim shares a unique and proven framework for creating the impact and influence you need in your daily work. You'll learn how to use three simple keys to get what you need from every interaction--while also maintaining positive relationships. If you want to be a leader who inspires trust, easily navigates conflict, and creates value every day, The Leadership PIN Code is for you.
Author : Michael Pearce
Publisher : Business Expert Press
Page : 170 pages
File Size : 42,5 Mb
Release : 2021-03-08
Category : Business & Economics
ISBN : 9781953349651
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 : Ed Peelen
Publisher : Pearson Education India
Page : 454 pages
File Size : 41,8 Mb
Release : 2008-09
Category : Customer relations
ISBN : 8131725405
Author : Francis Buttle
Publisher : Routledge
Page : 495 pages
File Size : 49,9 Mb
Release : 2009
Category : Business & Economics
ISBN : 9781856175227
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 : Judith W. Kincaid
Publisher : Prentice Hall Professional
Page : 512 pages
File Size : 42,5 Mb
Release : 2003
Category : Business & Economics
ISBN : 013035211X
An ETHS graduate of 1962 provides a blueprint for customer relationship management in business and technical organizations.
Author : Gerhard Raab,Riad A. Ajami,G. Jason Goddard
Publisher : CRC Press
Page : 216 pages
File Size : 49,5 Mb
Release : 2016-05-13
Category : Business & Economics
ISBN : 9781317155447
Customer Relationship Management is the first book to explore the benefits to the firm of a globally integrated approach to the management philosophy of Customer Relationship Management (CRM). The best hope for achieving a sustainable competitive advantage in a global marketplace is by means of better understanding which customers are in the best position to experience long-term, profitable relationships for the globally oriented firm. This book offers both an academic and a practical viewpoint of the importance of CRM in a global framework. It integrates the topics of knowledge management, total quality management, and relationship marketing with the goal of explaining the benefits of CRM for internationally active firms. The authors have included six case studies which allow the reader to undertake the role of CRM consultant in a 'learning by doing' approach. The book should be required reading for all business executives who desire a customer-oriented approach to success, and for all students of business who desire to gain insight into a relationship management approach which will become ever-more important in the years ahead.
Author : Jean Paul Wijers,Isabel Amaral,William Hanson,Bengt-Arne Hulleman,Diana Mather
Publisher : Unknown
Page : 320 pages
File Size : 52,8 Mb
Release : 2020-11-05
Category : Electronic
ISBN : 946372415X
Protocol to Manage Relationships Today explains the contemporary value of protocol, not only for monarchies or diplomatic institutes, but for any non-profit or for-profit organisation. This book presents modern protocol as a tool to build strong, authentic networks of reciprocal relationships. When used effectively protocol can: - Increase the effect of the networking activities of an organisation. Protocol gives a professional structure to relationship management, to achieve access to the 'right' networks and a reciprocal relationship with the most valued stakeholders. - Deepen relationships. In our world there is so much focus on pragmatism in building relationships - protocol focuses on the common ground to gain value. - Be used as a valuable tool in a post COVID-19 era, where the need for space and time to build real and authentic relationships is well understood. The book defines how tested values perfectly fit in today's society, where modern organisations want to build effective relationships and communities. This book is focused on developing an increasingly vital expertise for professionals who deal with complex relationship management issues on a strategic and tactical operational level. They come from different fields, such as government institutions, non-profit organisations and commercial environments. This book also gives protocol officers a contemporary approach towards the application of protocol. It is not designed as a complete guide to all the rules of protocol, but it describes how to translate the context into a tailor-made protocol for each meeting or event. The book explains protocol as a flexible method to handle unique situations. Protocol is presented on four levels: the 'why' of protocol; the strategic and tactical level; the practical implementation; and the execution of protocol. Protocol to Manage Relationships Today is written by Europe's foremost protocol experts with collective years of experience with the management of networking meetings and events at the highest level.
Author : Hedley Smyth
Publisher : Routledge
Page : 313 pages
File Size : 49,8 Mb
Release : 2014-08-27
Category : Business & Economics
ISBN : 9781134506613
Relationship Management and the Management of Projects is a guide to successfully building and managing relationships as a project manager and in the project business. Relationship management is a core skill for any project business to develop capabilities and manage the interface with projects, providing guidance to project managers as they negotiate with business partners and coordinate between business functions. Whatever the structures and procedures an organization has and whatever the project management tools and techniques, they are only as good as the hands they are in. Yet relationship management, though a well-established discipline, is rarely applied to the process-driven world of project management. This book is a much-needed guide to the process of enhancing these skills to boost firm performance, team performance and develop collaborative practices. Hedley Smyth guides you through the processes of relationship management examining the theory and practice. This book highlights the range of options available to further develop current practices to ensure a successful relationship management in all stages of a project’s lifecycle. Relationship Management and the Management of Projects is valuable reading for all students and specialists in project management, as well as project managers in business, management, the built environment, or indeed any industry.
Author : V. Kumar,Werner Reinartz
Publisher : Springer
Page : 411 pages
File Size : 48,8 Mb
Release : 2018-05-15
Category : Business & Economics
ISBN : 9783662553817
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.