Performance Driven Crm How To Make Your Customer Relationship Management Vision A Reality PDF Download
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| Author | : Stanley Brown & Moosha Gulycz |
| Publisher | : John Wiley & Sons |
| Total Pages | : 300 |
| Release | : 2006 |
| Genre | : |
| ISBN | : 9788126510108 |
Download PERFORMANCE DRIVEN CRM: HOW TO MAKE YOUR CUSTOMER RELATIONSHIP MANAGEMENT VISION A REALITY Book in PDF, ePub and Kindle
Market_Desc: · Senior Managers and Upper and Mid-Level Managers in marketing, relationship marketing, and customer care Special Features: · Case studies and best practice examples from PwC's global CRM practice--including FedEx, NEC, and Sears· Includes questionnaires, assessment tools, exercises, and action plans· Measurement tools are applicable to the firm's internal culture as well as external customer care· Features e-business applications--using Web tools in research and assessment; what to measure in an Internet environment· Brown is a partner in PwC's Global Customer Relationship Management Practice, an international authority on the subject of customer care, and the author of several books About The Book: This book picks up where Customer Relationship Management left off. That book laid the foundation, the vision of CRM-what it is and what it can do for your organization-whereas this book shows clearly and quantifiably how to get there and how to ensure that you stay there. Many organizations have embraced CRM as the way of the future and have invested millions of dollars in CRM technology and processes. But how effective is that investment? What should you measure to determine the value your CRM initiatives are delivering to the organization? Performance-Driven CRM shows you how to apply a balanced scorecard approach to your customer care initiatives. It gives you the tools and techniques to measure and monitor, not for control purposes, but to help you make your vision of CRM a reality.
| Author | : Stanley A. Brown |
| Publisher | : Wiley |
| Total Pages | : 376 |
| Release | : 2000-04-27 |
| Genre | : Business & Economics |
| ISBN | : 9780471644095 |
Download Customer Relationship Management Book in PDF, ePub and Kindle
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.
| Author | : Roger J. Baran |
| Publisher | : Taylor & Francis |
| Total Pages | : 457 |
| Release | : 2016-12-08 |
| Genre | : Business & Economics |
| ISBN | : 1317419332 |
Download Customer Relationship Management Book in PDF, ePub and Kindle
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.
| Author | : Roger Joseph Baran |
| Publisher | : Routledge |
| Total Pages | : 406 |
| Release | : 2013 |
| Genre | : Business & Economics |
| ISBN | : 0415896568 |
Download CRM Book in PDF, ePub and Kindle
This book introduces students to CRM (customer relationship management), a strategic methodology that's being embraced in increasing numbers by organizations looking to gain a competitive advantage. With in-depth coverage of business and consumer markets in various vertical markets, the impact of new technology and more, it helps readers understand how an enhanced customer relationship environment can differentiate an organization in a highly competitive marketplace. Featuring the latest developments in the discipline, a cohesive approach, and pedagogical materials (including chapter exercises that connect theory with action), it is the one-stop-source for a comprehensive CRM course.
| Author | : |
| Publisher | : |
| Total Pages | : 132 |
| Release | : 2001-12-15 |
| Genre | : |
| ISBN | : |
Download CIO Book in PDF, ePub and Kindle
| Author | : Richard Feinberg |
| Publisher | : Purdue University Press |
| Total Pages | : 372 |
| Release | : 2005 |
| Genre | : Business & Economics |
| ISBN | : 9781557533425 |
Download Cases in Call Center Management Book in PDF, ePub and Kindle
Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication.
| Author | : Mukerjee |
| Publisher | : Excel Books India |
| Total Pages | : 676 |
| Release | : 2009 |
| Genre | : Industrial marketing |
| ISBN | : 9788174467003 |
Download Industrial Marketing Book in PDF, ePub and Kindle
| Author | : Management Association, Information Resources |
| Publisher | : IGI Global |
| Total Pages | : 1629 |
| Release | : 2013-06-30 |
| Genre | : Business & Economics |
| ISBN | : 1466641541 |
Download Enterprise Resource Planning: Concepts, Methodologies, Tools, and Applications Book in PDF, ePub and Kindle
The design, development, and use of suitable enterprise resource planning systems continue play a significant role in ever-evolving business needs and environments. Enterprise Resource Planning: Concepts, Methodologies, Tools, and Applications presents research on the progress of ERP systems and their impact on changing business needs and evolving technology. This collection of research highlights a simple framework for identifying the critical factors of ERP implementation and statistical analysis to adopt its various concepts. Useful for industry leaders, practitioners, and researchers in the field.
| Author | : KAUSHIK MUKERJEE |
| Publisher | : PHI Learning Pvt. Ltd. |
| Total Pages | : 189 |
| Release | : 2007-07-25 |
| Genre | : Business & Economics |
| ISBN | : 8120332857 |
Download CUSTOMER RELATIONSHIP MANAGEMENT Book in PDF, ePub and Kindle
"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
| Author | : Derek R. Allen |
| Publisher | : Quality Press |
| Total Pages | : 265 |
| Release | : 2004-02-11 |
| Genre | : Business & Economics |
| ISBN | : 0873893352 |
Download Customer Satisfaction Research Management Book in PDF, ePub and Kindle
Successful organizations have shifted from being product-based organizations to customer-based organizations, and customer satisfaction management (CSM) is an integral aspect of this new way of thinking. Successfully measuring customer satisfaction can be complicated and very detailed, requiring a great deal of in depth research and analysis. Customer Satisfaction Research Management is intended for advanced service quality managers and marketing researchers involved in the management of customer satisfaction programs. This is the third book in a series by author Derek Allen, focusing on customer satisfaction measurement, analysis, and implementation. Allen begins with the assumption that the reader has at least a minimal familiarity with the psychometric aspects of customer satisfaction measurement, statistical analysis, and linkage research that attempts to establish a causal relationship between customer attitudes and business outcomes. He then builds on this base to first discuss the theoretical relationship between customer satisfaction and financial performance, and then to dive deep into specific applications of customer satisfaction programs. Some of the areas covered include dealing with the challenges of conducting global customer satisfaction measurement programs, linking performance metrics to management compensation systems and financial outcomes, and results deployment. "This book will prove an invaluable resource for research managers charged with developing and implementing customer satisfaction research programs for their organization." Albrecht (Al) Grabenstein First Vice President, Corporate Marketing Comerica "This book describes with outstanding examples how insights gained from deep analysis of customer satisfaction research results can be used to create successful customer relationship marketing strategies and to design effective business processes which improve both customer satisfaction and business results." Lyle Kan Senior Vice President, Performance Management Countrywide Home Loans "Derek Allen offers managers of customer retention programs the tools necessary for the implementation and management of a successful program Managers whose companies have customer relationship management systems in place will also find the discussions on CRM, marketing research, and customer satisfaction very useful." Manuel Gutierrez Director of Market Research Kohler Co.
