The Dark Side Of Crm

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The Dark Side of CRM

Bang Nguyen,Lyndon Simkin,Ana Isabel Canhoto
The Dark Side of CRM Book PDF

Author : Bang Nguyen,Lyndon Simkin,Ana Isabel Canhoto
Publisher : Routledge
Page : 304 pages
File Size : 40,5 Mb
Release : 2015-09-04
Category : Business & Economics
ISBN : 9781317622000

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The Dark Side of CRM by Bang Nguyen,Lyndon Simkin,Ana Isabel Canhoto Pdf

Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm’s profitability and RoI. The management of customer relationships is core to the success and even survival of the firm. As The Dark Side of CRM explores, this is an area fraught with difficulties, duplicitous practice and undesirable behaviours. These need acknowledging, mitigating and controlling. This book is the first of its kind to define these dark sides, exploring also how firms and policy-makers might address such behaviours and manage them successfully. With contributions from many of the leading exponents globally of CRM and understanding customers, The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy.

The Dark Side of CRM

Bang Nguyen,Lyndon Simkin,Ana Isabel Canhoto
The Dark Side of CRM Book PDF

Author : Bang Nguyen,Lyndon Simkin,Ana Isabel Canhoto
Publisher : Routledge
Page : 304 pages
File Size : 52,9 Mb
Release : 2015-09-04
Category : Business & Economics
ISBN : 9781317621997

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The Dark Side of CRM by Bang Nguyen,Lyndon Simkin,Ana Isabel Canhoto Pdf

Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm’s profitability and RoI. The management of customer relationships is core to the success and even survival of the firm. As The Dark Side of CRM explores, this is an area fraught with difficulties, duplicitous practice and undesirable behaviours. These need acknowledging, mitigating and controlling. This book is the first of its kind to define these dark sides, exploring also how firms and policy-makers might address such behaviours and manage them successfully. With contributions from many of the leading exponents globally of CRM and understanding customers, The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy.

Augmented Customer Strategy

Gilles N'Goala,Virginie Pez-Perard,Isabelle Prim-Allaz
Augmented Customer Strategy Book PDF

Author : Gilles N'Goala,Virginie Pez-Perard,Isabelle Prim-Allaz
Publisher : John Wiley & Sons
Page : 326 pages
File Size : 45,5 Mb
Release : 2019-07-30
Category : Business & Economics
ISBN : 9781786303721

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Augmented Customer Strategy by Gilles N'Goala,Virginie Pez-Perard,Isabelle Prim-Allaz Pdf

Digital transformation is shaping a new landscape for businesses and their customers. For marketing professionals, advancing technology (artificial intelligence, robots, chatbots, etc.) and the explosion of personal data available present great opportunities to offer customers experiences that are ever richer, more fluid and more connected. For customers, this ecosystem is synonymous with new roles. They are more autonomous and have power alongside the company: they influence, innovate, punish and more. These developments push companies to implement new customer strategies. It is in this context, marked by pitfalls and paradoxes, that the authors of this book reflect on the customer relationship, what it has become and what it will be tomorrow. The book provides practitioners, teacher-researchers and Master's students with a state of the art and a prospective vision of customer relations in a digital world. It is aimed at those who want to gain an up-to-date understanding of the field and find all the keys needed to project themselves into the future.

Augmented Customer Strategy

Gilles N'Goala,Virginie Pez-Perard,Isabelle Prim-Allaz
Augmented Customer Strategy Book PDF

Author : Gilles N'Goala,Virginie Pez-Perard,Isabelle Prim-Allaz
Publisher : John Wiley & Sons
Page : 257 pages
File Size : 43,6 Mb
Release : 2019-04-26
Category : Business & Economics
ISBN : 9781119618263

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Augmented Customer Strategy by Gilles N'Goala,Virginie Pez-Perard,Isabelle Prim-Allaz Pdf

Digital transformation is shaping a new landscape for businesses and their customers. For marketing professionals, advancing technology (artificial intelligence, robots, chatbots, etc.) and the explosion of personal data available present great opportunities to offer customers experiences that are ever richer, more fluid and more connected. For customers, this ecosystem is synonymous with new roles. They are more autonomous and have power alongside the company: they influence, innovate, punish and more. These developments push companies to implement new customer strategies. It is in this context, marked by pitfalls and paradoxes, that the authors of this book reflect on the customer relationship, what it has become and what it will be tomorrow. The book provides practitioners, teacher-researchers and Master's students with a state of the art and a prospective vision of customer relations in a digital world. It is aimed at those who want to gain an up-to-date understanding of the field and find all the keys needed to project themselves into the future.

Adoption and Implementation of AI in Customer Relationship Management

Singh, Surabhi
Adoption and Implementation of AI in Customer Relationship Management Book PDF

Author : Singh, Surabhi
Publisher : IGI Global
Page : 289 pages
File Size : 42,5 Mb
Release : 2021-10-15
Category : Business & Economics
ISBN : 9781799879619

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Adoption and Implementation of AI in Customer Relationship Management by Singh, Surabhi Pdf

Integration of artificial intelligence (AI) into customer relationship management (CRM) automates the sales, marketing, and services in organizations. An AI-powered CRM is capable of learning from past decisions and historical patterns to score the best leads for sales. AI will also be able to predict future customer behavior. These tactics lead to better and more effective marketing strategies and increases the scope of customer services, which allow businesses to build healthier relationships with their consumer base. Adoption and Implementation of AI in Customer Relationship Management is a critical reference source that informs readers about the transformations that AI-powered CRM can bring to organizations in order to build better services that create more productive relationships. This book uses the experience of past decisions and historical patterns to discuss the ways in which AI and CRM lead to better analytics and better decisions. Discussing topics such as personalization, quality of services, and CRM in the context of diverse industries, this book is an important resource for marketers, brand managers, IT specialists, sales specialists, managers, students, researchers, professors, academicians, and stakeholders.

Managing and Leading Organizational Change

Mark Hughes
Managing and Leading Organizational Change Book PDF

Author : Mark Hughes
Publisher : Routledge
Page : 354 pages
File Size : 43,6 Mb
Release : 2018-10-10
Category : Business & Economics
ISBN : 9781351265942

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Managing and Leading Organizational Change by Mark Hughes Pdf

Organizational change impacts upon all organizations regardless of size and sector. In this unique organizational change textbook, important ongoing debates about managing change and leading change are combined, giving a broader perspective that encourages readers to engage with both management and leadership. In combination, management and leadership insights inform how organizations are changing and how we can make a positive difference in such processes of change. Managing and Leading Organizational Change speaks both to the applied and practical aspects of organizational change, as well as questioning the research and evidence base of organizational change practices. Chapters begin with real-world insights, followed by coverage of the major theories. The ongoing nature of these debates is signposted through the inclusion of questioning sections with research case studies showcased. This textbook will be particularly beneficial for final year undergraduates and postgraduates studying organizational change, strategic change, change management and change leadership modules.

Ethics in Marketing and Communications

M. McKinley
Ethics in Marketing and Communications Book PDF

Author : M. McKinley
Publisher : Springer
Page : 130 pages
File Size : 43,9 Mb
Release : 2011-12-13
Category : Business & Economics
ISBN : 9780230367142

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Ethics in Marketing and Communications by M. McKinley Pdf

This book takes an international perspective on the topical issues of marketing ethics and ethical communications. The contributors are professors of business in various European institutions who bring their international background and experience to this body of work.

Principles of Supply Chain Management

Jan Killmeyer,Richard E. Crandall,William R. Crandall,Charlie C. Chen
Principles of Supply Chain Management Book PDF

Author : Jan Killmeyer,Richard E. Crandall,William R. Crandall,Charlie C. Chen
Publisher : CRC Press
Page : 717 pages
File Size : 49,9 Mb
Release : 2014-12-11
Category : Business & Economics
ISBN : 9781482212051

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Principles of Supply Chain Management by Jan Killmeyer,Richard E. Crandall,William R. Crandall,Charlie C. Chen Pdf

The second edition of this popular textbook presents a balanced overview of the principles of supply chain management. Going beyond the usual supply chain text, Principles of Supply Chain Management not only details the individual components of the supply chain, but also illustrates how the pieces must come together. To show the logic behind why su

Customer Relationship Management of Automobile Industry

Dr. Swapnil S. Phadtare
Customer Relationship Management of Automobile Industry Book PDF

Author : Dr. Swapnil S. Phadtare
Publisher : OrangeBooks Publication
Page : 289 pages
File Size : 41,8 Mb
Release : 2023-02-18
Category : Education
ISBN : 8210379456XXX

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Customer Relationship Management of Automobile Industry by Dr. Swapnil S. Phadtare Pdf

In this book author conducted his study in Western Maharashtra State, India. Fir the study purpose author collect information from Sales Representative, Sales Managers, Customers and Auto Dealers, are the samples for the study. Also Schedules are the instrument for data collection. Used Parameters under study are demographic, behavioral and psychographic of samples. Study revolves around concepts of Customer Relationship Management, Customer Satisfaction, Consumer Behavior, Relationship Marketing, and Market Segmentation. Data has processed by using MS-Excel and analyzed using SPSS Package. Descriptive analysis, inferential statistics and multivariate statistical tools brought in use.

Marketing at the Confluence between Entertainment and Analytics

Patricia Rossi
Marketing at the Confluence between Entertainment and Analytics Book PDF

Author : Patricia Rossi
Publisher : Springer
Page : 1595 pages
File Size : 48,6 Mb
Release : 2017-04-29
Category : Business & Economics
ISBN : 9783319473314

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Marketing at the Confluence between Entertainment and Analytics by Patricia Rossi Pdf

This volume presents the full proceedings of the 2016 Academy of Marketing Science (AMS) World Marketing Congress held in Paris, France. It contains current research in marketing from academics, scholars, and practitioners from around the world. Focusing on advancing marketing theory and practice, this volume will help marketers to move forward in providing value for companies, consumers, and society. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses, and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complementing the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.

Algerian Islamic Banks

Elkhansa Medjedel,Abu Bakar A Hamid,Noor Inayah Yaakub
Algerian Islamic Banks Book PDF

Author : Elkhansa Medjedel,Abu Bakar A Hamid,Noor Inayah Yaakub
Publisher : Partridge Publishing Singapore
Page : 128 pages
File Size : 44,6 Mb
Release : 2020-10-06
Category : Business & Economics
ISBN : 9781543761085

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Algerian Islamic Banks by Elkhansa Medjedel,Abu Bakar A Hamid,Noor Inayah Yaakub Pdf

Due to the fierce competitive environment in the banking industry, several service providers implement marketing tactics to compete in order to achieve customer loyalty. Particularly, Islamic banks around the world are struggled to compete against conventional in terms of marketing activities development and gaining customer loyalty. Relationship marketing tactics such as price, service quality, communication, customization and reputation considered as the tools that marketers can use to enhance trust and commitment and subsequently customer loyalty. This study investigates the impact of relationship marketing tactics, trust and commitment on customer loyalty in Algerian Islamic banks. Data were collected through self-administered questionnaires delivered to 308 customers of two leading Islamic banks in Algeria. Data were analyzed using Structural Equation Modeling through Smart PLS. The results found that only communication and customization are related to trust, and reputation positively related to commitment. Communication and service quality significantly predicted customer loyalty. In addition, the results provided a substantial support that trust and commitment acts partially as the mediators on the relationship between relationship marketing tactics and customer loyalty. Findings also have contributed to new knowledge of evaluating a model of relationship marketing tactics with the role of trust and commitment on loyalty. Finally, it would be useful to examine more variables; future research can include different tactics such as reciprocity, tangible rewards, direct contact, value proposition, and customer satisfaction as well.

Customer Relationship Management

Francis Buttle
Customer Relationship Management Book PDF

Author : Francis Buttle
Publisher : Routledge
Page : 495 pages
File Size : 41,9 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.

Selected Readings on Strategic Information Systems

Hunter, M. Gordon
Selected Readings on Strategic Information Systems Book PDF

Author : Hunter, M. Gordon
Publisher : IGI Global
Page : 444 pages
File Size : 45,7 Mb
Release : 2008-08-31
Category : Computers
ISBN : 9781605660912

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Selected Readings on Strategic Information Systems by Hunter, M. Gordon Pdf

"This book offers research articles on key issues concerning information technology in support of the strategic management of organizations"--Provided by publisher.

Electronic Commerce: Concepts, Methodologies, Tools, and Applications

Becker, Annie
Electronic Commerce Concepts Methodologies Tools and Applications Book PDF

Author : Becker, Annie
Publisher : IGI Global
Page : 2522 pages
File Size : 55,5 Mb
Release : 2007-12-31
Category : Business & Economics
ISBN : 9781599049441

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Electronic Commerce: Concepts, Methodologies, Tools, and Applications by Becker, Annie Pdf

Compiles top research from the world's leading experts on many topics related to electronic commerce. Covers topics including mobile commerce, virtual enterprises, business-to-business applications, Web services, and enterprise methodologies.

The Oxford Handbook of Ethics of AI

Markus D. Dubber,Frank Pasquale,Sunit Das
The Oxford Handbook of Ethics of AI Book PDF

Author : Markus D. Dubber,Frank Pasquale,Sunit Das
Publisher : Oxford University Press
Page : 1000 pages
File Size : 49,8 Mb
Release : 2020-06-30
Category : Law
ISBN : 9780190067403

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The Oxford Handbook of Ethics of AI by Markus D. Dubber,Frank Pasquale,Sunit Das Pdf

This volume tackles a quickly-evolving field of inquiry, mapping the existing discourse as part of a general attempt to place current developments in historical context; at the same time, breaking new ground in taking on novel subjects and pursuing fresh approaches. The term "A.I." is used to refer to a broad range of phenomena, from machine learning and data mining to artificial general intelligence. The recent advent of more sophisticated AI systems, which function with partial or full autonomy and are capable of tasks which require learning and 'intelligence', presents difficult ethical questions, and has drawn concerns from many quarters about individual and societal welfare, democratic decision-making, moral agency, and the prevention of harm. This work ranges from explorations of normative constraints on specific applications of machine learning algorithms today-in everyday medical practice, for instance-to reflections on the (potential) status of AI as a form of consciousness with attendant rights and duties and, more generally still, on the conceptual terms and frameworks necessarily to understand tasks requiring intelligence, whether "human" or "A.I."