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| amazon customer relationship management: Customer Relationship Management Judith W. Kincaid, 2003 An ETHS graduate of 1962 provides a blueprint for customer relationship management in business and technical organizations. |
| amazon customer relationship management: Customer Relationship Management Francis Buttle, 2004-02-18 Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access. |
| amazon customer relationship management: Customer Relationship Management , 2024-10-30 Customer relationship management (CRM) has gone beyond traditional frameworks and immersed itself in innovative strategies. Customer Relationship Management - Contemporary Concepts and Strategies is a highly influential book. This book examines the dynamics in CRM due to cutting-edge technologies and human-centric approaches that redefine businesses’ engagement with their customers. Moreover, this book offers an all-inclusive view of the current and future topography by investigating the deep impact of emotional intelligence on customer loyalty and coupling the transformative power of AI. Further, we provide a robust guidebook for our readers by integrating theoretical foundations with practical applications. We provide an outline to businesses for effective CRM strategies and fostering sustainable customer relationships. This book also addresses CRM implementation across diverse markets and cultures by offering a unique perspective on the universal and adaptable nature of customer management strategies. The insights presented in this book are vital for businesspeople, managers, and researchers so that they may leverage CRM as a strategic tool for their respective success. |
| amazon customer relationship management: Customer Relationship Management Kristin L. Anderson, Carol J. Kerr, 2001-09-22 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. |
| amazon customer relationship management: Customer Relationship Management Dr. Pallavi (Joshi)Kapooria, 2017-08-14 In this era of customer sovereignty, the key to success is to be customer-centric to the core and divert optimum resources towards identifying the right customers and catering to their service needs so as to leverage the relationship with a long-term perspective. In the fierce marketplace, the prime factor that will prove to be a sustainable differentiator is customer loyalty. Marketers must connect with the customers – inform, engaging and energizing them in the process to capture the customers and win over the competition. This book will give an insight into such aspects of CRM and help an organization to develop an apt strategy and build an infrastructure that absolutely must be in place before they can begin to understand the customers and start delivering effective loyalty programs. It emphasizes on the fact that the loyalty is built on trust which results from the total experience that a customer has with your organization throughout the customer lifecycle. This book will primarily cater to the management students who are aspiring managers keen to explore the world of endless opportunities of Marketing & Brand Management. It will provide them with an insight into the core concepts of CRM and equip them to successfully mark their corporate debut. This book also intends to cater to the corporate professionals who are planning to invest in a Customer Relationship Management program. I hope that we will be able to build a relationship through my investment in writing this book and your investment in reading it. Since a relationship is two-way, I hope that we can benefit from each other’s experiences. I would be glad to hear from you, please do share your experience and feedback at pallavikapooria@gmail.com |
| amazon customer relationship management: Customer Relationship Management Daniel D. Prior, Francis Buttle, Stan Maklan, 2024-01-23 This highly regarded textbook provides the definitive account of Customer Relationship Management (CRM) concepts, applications, and technologies, focusing on how companies can create and maintain mutually beneficial relationships with customers. Readers will gain a thorough understanding of the conceptual foundations of CRM, see CRM in practice through illustrative case examples and exercises, and understand how to organise customer data gathering, analysis, and presentation for decision making. The book achieves these outcomes by first considering strategic CRM before moving into operational CRM and, finally, onto analytical aspects of CRM. The fifth edition has been fully updated to include: A series of new case examples to illustrate CRM within various regional and industrial contexts, including those relevant to large, medium, and small enterprises A series of new exercises and discussion questions to help readers understand CRM concepts and to support pedagogical processes, particularly in higher education environments A greater emphasis on managerial applications of CRM through new content to help guide managers An updated account of new and emerging technologies relevant to CRM Expanded coverage of customer experience (CX), customer engagement (CE), and customer journey management (CJM) Customer Relationship Management is essential reading for advanced undergraduate and postgraduate students studying CRM, Sales Management, Customer Experience Management, and Relationship Marketing, as well as executives who oversee CRM functions. Online resources include an Instructor’s Manual, chapter-by-chapter PowerPoint slides, and a bank of exam questions. |
| amazon customer relationship management: Customer Relationship Management V. Kumar, Werner Reinartz, 2012-04-30 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. |
| amazon customer relationship management: The The Art of CRM Max Fatouretchi, 2019-05-22 This CRM masterclass gives you a proven approach to modern customer relationship management Key FeaturesProven techniques to architect CRM systems that perform well, that are built on time and on budget, and that deliver value for many yearsCombines technical knowledge and business experience to provide a powerful guide to CRM implementationCovers modern CRM opportunities and challenges including machine learning, cloud hosting, and GDPR complianceBook Description CRM systems have delivered huge value to organizations. This book shares proven and cutting-edge techniques to increase the power of CRM even further. In The Art of CRM, Max Fatouretchi shares his decades of experience building successful CRM systems that make a real difference to business performance. Through clear processes, actionable advice, and informative case studies, The Art of CRM teaches you to design successful CRM systems for your clients. Fatouretchi, founder of Academy4CRM institute, draws on his experience over 20 years and 200 CRM implementations worldwide. Bringing CRM bang up to date, The Art of CRM shows how to add AI and machine learning, ensure compliance with GDPR, and choose between on-premise, cloud, and hybrid hosting solutions. If you’re looking for an expert guide to real-world CRM implementations, this book is for you. What you will learnDeliver CRM systems that are on time, on budget, and bring lasting value to organizationsBuild CRM that excels at operations, analytics, and collaborationGather requirements effectively: identify key pain points, objectives, and functional requirementsDevelop customer insight through 360-degree client view and client profilingTurn customer requirements into a CRM design specArchitect your CRM platformBring machine learning and artificial intelligence into your CRM systemEnsure compliance with GDPR and other critical regulationsChoose between on-premise, cloud, and hybrid hosting solutionsWho this book is for CRM practitioners who want to update their work with new, proven techniques and approaches |
| amazon customer relationship management: Customer Relationship Management Kristin L. Anderson, Carol J. Kerr, 2001-09-22 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. |
| amazon customer relationship management: Customer Relationship Management Francis Buttle, 2004 Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the r. |
| amazon customer relationship management: Customer Relationship Management Samit Chakravorti, 2023-02-23 Customer Relationship Management: A Global Approach provides a uniquely global, holistic, strategic and tactical grounding in managing customer and other stakeholder experiences and relationships across the value chain, cultures and countries. Reflecting the global structures of companies operating today, the author draws on his research knowledge alongside industry and teaching experience to connect Customer Relationship Management (CRM) core concepts, processes and strategies with international business opportunities and challenges, including globalization and cross-cultural marketing. Emphasis is placed on the need for developing cross-cultural skills and cultural intelligence for identifying and fulfilling cross country CRM opportunities, through analytical, strategic, operational and social CRM projects. Written in an accessible style throughout, the eleven chapters provide ample depth to support a full course related to CRM, spanning: · CRM foundations · planning and implementation · managing stakeholder relationships · improving global CRM implementation Wide-ranging case studies include: Royal Bank of Scotland, the Nike hijab, Instagram, HubSpot and the pharmaceutical industry in India. The text will appeal to advanced undergraduate and graduate students studying CRM, Relationship Marketing and International Marketing, as well as CRM and marketing practitioners. Samit Chakravorti is an Associate Professor of Marketing at Western Illinois University in the United States. |
| amazon customer relationship management: Customer Relationship Management R. Shanthi, 2019-06-05 CUSTOMER RELATIONSHIP MANAGEMENTOPERATIONAL CRMANALYTICAL CRMCOLLABORATIVE CRMRELATIONSHIP MANAGEMENTTHE CRM MODELSELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM)CRM IMPLEMENTATIONAPPLICATIONS OF CRM IN HEALTH SECTORFINANCIAL SYSTEM OVERVIEWAPPLICATIONS OF CRM IN THE MANUFACTURING SECTORAPPLICATION OF CRM IN RETAIL SECTORAPPLICATION OF CRM INTELECOM SECTORFUTURE OF CRMConclusionReferenceIndex |
| amazon customer relationship management: Customer Relationship Management in Electronic Markets Gopalkrishnan R Iyer, David Bejou, 2014-02-04 Discover an important tool in the development of new marketing strategies for satisfying online customers! Edited by two experts in the fields of business and marketing, Customer Relationship Management in Electronic Markets is designed to help you build Internet relationships that lead to customer retention and long-term loyalty. With this book, you will be able to offer customers the benefits they seek in the virtual marketplace and serve their best interests. Examining Web sites, e-mail, data mining, and other technology, this valuable tool can help you attract and keep the customers who will be the most profitable for your business. Despite many predictions that electronic marketing would create high profits for lower costs, many businesses have been discouraged by low yields due to ineffectual methods of obtaining and maintaining customers. Customer Relationship Management in Electronic Markets provides multiple frameworks, strategies, and techniques around which to organize your company’s electronic marketing plans. It shows you how to calculate trends, predict customer loss and gain, and prevent dissolution through analysis of the customer’s ever-changing needs. This volume also utilizes examples of real successful companies that have used the Internet to the fullest extent, like Staples, Dell, and Amazon.com. Customer Relationship Management in Electronic Markets is an excellent resource for individuals engaged in any aspect of business relationships, from customer service managers, consultants and corporate trainers in marketing, to owners of major corporations, online businesses and entrepreneurs, and students in the field. Specifically, you will gain information on the following: business-to-business (B2B) and business-to-customer (B2C) exchanges—similarities, differences, and how the Internet has changed these relationships the prospects of the Internet for marketing and customer relationships—predictions, positive effects, and negative effects from its inception to today how to develop and maintain a loyal customer base via the Internet improving B2B exchanges and business buyer relationship management through seamless Internet integration how to create a Web site that satisfies loyal customers and draws in new customers Featuring several charts, tables, and graphs, this guide provides effective measures that you can institute to ensure your company’s longevity. Customer Relationship Management in Electronic Markets will help you create marketing strategies that will successfully meet the needs of your customers and enhance your business reputation. |
| amazon customer relationship management: Summary: The Essential Advantage BusinessNews Publishing,, 2014-11-12 The must-read summary of Paul Leinwand and Cesare Mainardi's book: The Essential Advantage: How to Win with a Capabilities Driven-Strategy. This complete summary of the ideas from Paul Leinwand and Cesare Mainardi's book The Essential Advantage shows how everyone in business tries to earn and then sustain an essential advantage – to be doing things their competitors can’t match. The companies which succeed in doing this in the long run are always “coherent”, focusing on their capabilities and continually improving them. In their book, the authors advise business people to work on being 100% coherent by choosing an approach to the marketplace that suits their unique capabilities and that cannot be matched by competitors. This summary will teach you how to bring your company ahead of the competition and stay there. Added-value of this summary: • Save time • Understand key concepts • Expand your knowledge To learn more, read The Essential Advantage and discover the key to staying ahead of the competition by capitalising on your own capabilities. |
| amazon customer relationship management: Introduction to Information Systems R. Kelly Rainer, Casey G. Cegielski, 2010-04-12 Information technology professionals will gain invaluable information with this updated resource on how to connect concepts to key business areas. These areas include accounting, finance, marketing, management, human resources, and operations. The new edition provides concise and accessible coverage of core IT topics. Do It Yourself activities show them how to apply the information on the job. Technology professionals will then be able to discover how critical IT is to each functional area and every business. |
| amazon customer relationship management: Information and Communication Technology for Competitive Strategies (ICTCS 2020) Amit Joshi, Mufti Mahmud, Roshan G. Ragel, Nileshsingh V. Thakur, 2021-07-26 This book contains the best selected research papers presented at ICTCS 2020: Fifth International Conference on Information and Communication Technology for Competitive Strategies. The conference was held at Jaipur, Rajasthan, India, during 11–12 December 2020. The book covers state-of-the-art as well as emerging topics pertaining to ICT and effective strategies for its implementation for engineering and managerial applications. This book contains papers mainly focused on ICT for computation, algorithms and data analytics, and IT security. |
| amazon customer relationship management: Research on Selected China's Legal Issues of E-Business Yimeei Guo, 2014-09-12 This book focuses on various problems arising as a result of China’s e-business development. These include e-commerce aspects of the internet industry and e-governance aspects of the presiding agencies. E-privacy and online IPR protection will be of particular interest to readers, as these are important international problems that China has been trying its best to deal with for many years. Each paper in this book presents valuable guidelines and suggestions to allow readers to form a sound understanding of China’s e-business development. |
| amazon customer relationship management: Business Administration Mansoor Muallim, 101-01-01 Chapter 1: Introduction to Business Administration Jammy: Hello, Canny! I'm thrilled to embark on this journey with you to explore the fascinating world of Business Administration. Are you ready to dive in? Canny: Absolutely, Jammy! I've always been curious about the inner workings of businesses and how they're managed. I can't wait to learn more about it! Jammy: Fantastic! Business Administration is the backbone of any organization, encompassing the processes, principles, and strategies used to run a successful enterprise. Let's start with the basics. Simply put, Business Administration refers to the management and coordination of all activities within a company to achieve its goals and objectives. Canny: So, it's like the behind-the-scenes magic that keeps everything running smoothly? Jammy: Exactly! Business Administration involves decision-making, planning, organizing, leading, and controlling various resources, such as people, finances, and technology, to ensure the organization operates efficiently and effectively. Canny: That sounds comprehensive! But where did the concept of Business Administration originate? Jammy: The roots of Business Administration can be traced back to ancient civilizations like the Sumerians and Babylonians, who used rudimentary management techniques in their trade and commerce. However, it wasn't until the 19th century that it started to take shape as a formal discipline during the Industrial Revolution. Canny: Interesting! So, what are the key critical functions of Business Administration? Jammy: Great question! Business Administration involves five essential functions: Planning: This involves setting goals, defining strategies, and outlining the steps needed to achieve those objectives. It's like creating a roadmap for the company's future. Organizing: This function is about structuring the organization, determining roles and responsibilities, and ensuring that resources are allocated efficiently. Leading: Leadership plays a crucial role in motivating employees, guiding them toward common goals, and fostering a positive work culture. Controlling: Monitoring and evaluating performance against set targets and making adjustments when necessary to keep everything on track. Decision-Making: Sound decision-making is vital for handling challenges and making choices that align with the company's vision. Canny: I see how these functions work together to keep things in balance. But is Business Administration limited to just for-profit organizations? Jammy: Not at all! While it is commonly associated with for-profit companies, Business Administration principles are also applied in non-profit organizations, government agencies, educational institutions, and even healthcare facilities. Canny: That's fascinating! So, who typically handles the responsibilities of Business Administration in an organization? Jammy: Business Administration is usually overseen by managers and executives at different levels. They are responsible for ensuring that all aspects of the business run efficiently and cohesively. These can be general managers, department heads, or executives, depending on the organizational structure. Canny: It sounds like a challenging yet rewarding field to work in. Are there any specific skills or qualities one needs to excel in Business Administration? Jammy: Absolutely! Effective communication, problem-solving abilities, leadership skills, analytical thinking, and a good understanding of finance and economics are some of the key qualities that can help someone succeed in this field. Canny: I'll keep those in mind as I explore further. Is there anything else we should know about Business Administration before we move on? Jammy: One important thing to remember is that Business Administration is a dynamic field. It continuously evolves to adapt to changing markets, technology, and consumer demands. As we progress through the book, we'll delve deeper into various aspects of Business Administration, from the fundamental concepts to the advanced strategies employed by successful organizations. Canny: That sounds like an exciting journey ahead, Jammy! I can't wait to learn more and gain valuable insights. Jammy: I'm thrilled that you're eager to learn, Canny! Together, we'll explore the intricacies of Business Administration and provide our enthusiastic audience with a comprehensive understanding of this dynamic discipline. |
| amazon customer relationship management: Global Innovation Management J. Christopher Westland, 2017-09-16 This is an exciting new edition of a core textbook that explores innovation management from a global perspective. Innovation management is increasingly significant, both as an academic discipline and as an integral part of the way businesses seek to change and grow. However the key factors behind successful innovation and the process by which innovation is turned into profit in the global arena remain largely undefined. The new edition provides a unique answer to these questions and offers a step-by-step guide to innovation strategy development, taking into account the global context in which businesses today operate. Written by a highly experienced instructor, this is an ideal companion for undergraduate students of innovation as well as postgraduate and MBA students taking modules with an innovation component. New to this Edition: - Completely rewritten and restructured to explore in more depth how innovative ideas are identified and strategized in an increasingly globalized world - Fully updated and extended case studies on world-leading companies - Increased attention to commercialized innovation, including factors such as intellectual property laws, technology acceleration and the competition for venture capital and finance - Coverage of new topics such as open innovation and service innovation - Expanded coverage of the tools and methods needed to understand financial gain and risk |
| amazon customer relationship management: Project: Strategy Helgi Thor Ingason, Haukur Ingi Jonasson, 2018-12-07 Strategic planning is the starting point for projects and often the primary reason for a project’s success or failure. It has the potential to enable every organisation to realise its ideals and actualise its values, whether it be a small start-up business, a large international company or even an entire society. Project leaders and project-orientated organisations need to understand strategic planning to recognise their position and environment, and make rational decisions when selecting and defining their projects and programs. But, those same principles can have broader, more profound, and more ambitious applications too. Project: Strategy is a practical handbook that enables organisations of any size, and employees at all levels within them, to form strategic plans and actively contribute to them throughout a project’s development. Rather than focus on superficial exercises, this book draws from knowledge outside of business and management – humanities, philosophy, psychology, technology, and engineering – to create a holistic view and a depth of understanding you would never achieve with SWOT analysis alone. Taking the reader on a pragmatic journey, it teaches self-reflexion, social responsibility and creative thinking with application to their projects and plans, but also to their working relationships and to their organisations. This book is also an ideal introductory book to progressive programs on strategic planning, with a focus on collaborative work, open strategy, and open strategic planning on a social level. It provides a wealth of learning tools and case studies to demonstrate best practice. This is the ideal guide to project planning for anyone that wants their planning decisions to be as wise as they are savvy. |
| amazon customer relationship management: Customer Relationship Management SCN Education, 2013-11-11 This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapter dedicated to the implementation of CRM in callcenters, the reader will have the most complete file on CRM possible at his disposition. |
| amazon customer relationship management: Advanced Methodologies and Technologies in Digital Marketing and Entrepreneurship Khosrow-Pour, D.B.A., Mehdi, 2018-11-09 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. |
| amazon customer relationship management: Data-Centric Business and Applications Peter Štarchoň, |
| amazon customer relationship management: CRM Jeffrey Peel, 2002-07-03 In CRM, Jeffrey Peel defines Customer Relationship Management in a radical new way by putting communications at the center. In the past, CRM was mostly about the technology, not about the customer. In this book, Peel talks about a new ethos that is beginning to fundamentally change the way organizations do business. At a technology level, CRM is increasingly about conjoined best-of-breed applications delivered via portal technologies. At a business level, it is beginning to invade traditional territories occupied by brand management or customer support. Peel shows companies how to make the shift to the new paradigm.·Defines the nature of new CRM niche solutions·Provides entirely new types of functionality that mesh seamlessly·Describes solutions focused solely on the needs of the customer |
| amazon customer relationship management: Unraveling The Potency of Customer Relationship Management (CRM) Nishant Baxi, 2023-09-04 Definition of Customer Relationship Management (CRM) Customer relationship management (CRM) represents an integral concept employed in all business settings as an effective strategy to manage a company's interaction with its customers (1). Described as a blend of practices, strategies, and technologies, CRM seeks to improve customer service relationships and optimize customer retention, thereby increasing sales growth. The value of CRM systems cannot be overstated. They compile customer data across different channels, or points of contact, between the customer and the company. These points of contact could be the company's website, telephone, live chat, direct mail, marketing materials, and social media. CRM systems also provide information on customers' personal information, purchase hi |
| amazon customer relationship management: Proceedings of the 6th International Conference on Economic Management and Green Development Xiaolong Li, Chunhui Yuan, John Kent, 2023-06-27 This proceedings book, together with the conference, looks forward to spark inspirations and promote collaborations. International Conference on Economic Management and Green Development (ICEMGD) is an annual conference aiming at bringing together researchers from the fields of economics, business management, public administration, and green development for the sharing of research methods and theoretical breakthroughs. The proceedings consist of papers accepted by the 6th ICEMGD, which are carefully selected and reviewed by professional reviewers from corresponding research fields and the editing committee of the conference. The papers have a diverse range of topics situated at the intersecting field of economic management, public administration, and green development. ICEMGD is working to provide a platform for international participants from fields like macro- and microeconomics, international economics, finance, agricultural economics, health economics, business management and marketing strategies, regional development studies, social governance, and sustainable development. The proceedings will be of interest to researchers, academics, professionals, and policy makers in the field of economic management, public administration, and development studies. |
| amazon customer relationship management: Customer Relationship Management Roger J. Baran, Robert J. Galka, 2016-12-08 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. |
| amazon customer relationship management: Customer Relationship Management Lieutenant. Dr. J. Ashok Kumar, Dr. Kota Sreenivasa Murthy, 2021-11-01 This book is designed for a one-semester BBA course although under no circumstance is it imagined that the entire book be covered. For undergraduate students just learning about Consumer Relationship Management or graduate students advancing their CRM, this book is delivered not only a teachable textbook but a valued reference for the future Purposes. You’ll also find Unit Description, Learning Objectives, Outcomes, cases, Multiple Choice Questions, and some reference book materials for each unit under four Modules along with the content of this book. With all this chapter summaries, key terms, questions, and exercises this book will truly appeal to upper-level students of customer relationship management. Because of customer relationship management is a core business strategy this book demonstrates how it has influence across the entire business, in areas such as Consumer Life style, CRM strategy and its implementation, CRM process, Effective Management of CRM, Influence of Technology in CRM, operational CRM, Operational analytics in CRM, E-CRM, IT implications in CRM and its Corporate applications. Book Chapter structure: This book comprises of four modules, each with three units. Thus you can find a total of 12 units in analogous with CRM key concepts. Case Section: In this book each unit is assigned with a case section, to make the book more user friendly yet give faculty members tremendous flexibility in choosing case materials for use in class discussions or testing. Thus this book will be crisp, practical and stimulating with practical examples and provides a step-by-step pragmatic approach to the application of CRM in business. The coverage of CRM technology is an enhancing feature of this book. Well-grounded academically, this book is equally beneficial for management students. Overall, it sets out a comprehensive reference guide to business success |
| amazon customer relationship management: Principles of Marketing Philip Kotler, Gary Armstrong, Lloyd C. Harris, Hongwei He, 2019 Philip Kotler is S. C. Johnson & Son Distinguished Professor of International Marketing at the Kellogg Graduate School of Management, Northwestern University. Gary Armstrong is Crist W. Blackwell Distinguished Professor Emeritus of Undergraduate Education in the Kenan-Flagler Business School at the University of North Carolina at Chapel Hill. Lloyd C. Harris is Head of the Marketing Department and Professor of Marketing at Birmingham Business School, University of Birmingham. His research has been widely disseminated via a range of marketing, strategy, retailing and general management journals. Hongwei He is Professor of Marketing at Alliance Manchester Business School, University of Manchester, and as Associate Editor for Journal of Business Research |
| amazon customer relationship management: Customer Relationship Management in Electronic Markets Gopalkrishnan R Iyer, David Bejou, 2014-02-04 Discover an important tool in the development of new marketing strategies for satisfying online customers! Edited by two experts in the fields of business and marketing, Customer Relationship Management in Electronic Markets is designed to help you build Internet relationships that lead to customer retention and long-term loyalty. With this book, you will be able to offer customers the benefits they seek in the virtual marketplace and serve their best interests. Examining Web sites, e-mail, data mining, and other technology, this valuable tool can help you attract and keep the customers who will be the most profitable for your business. Despite many predictions that electronic marketing would create high profits for lower costs, many businesses have been discouraged by low yields due to ineffectual methods of obtaining and maintaining customers. Customer Relationship Management in Electronic Markets provides multiple frameworks, strategies, and techniques around which to organize your company’s electronic marketing plans. It shows you how to calculate trends, predict customer loss and gain, and prevent dissolution through analysis of the customer’s ever-changing needs. This volume also utilizes examples of real successful companies that have used the Internet to the fullest extent, like Staples, Dell, and Amazon.com. Customer Relationship Management in Electronic Markets is an excellent resource for individuals engaged in any aspect of business relationships, from customer service managers, consultants and corporate trainers in marketing, to owners of major corporations, online businesses and entrepreneurs, and students in the field. Specifically, you will gain information on the following: business-to-business (B2B) and business-to-customer (B2C) exchanges—similarities, differences, and how the Internet has changed these relationships the prospects of the Internet for marketing and customer relationships—predictions, positive effects, and negative effects from its inception to today how to develop and maintain a loyal customer base via the Internet improving B2B exchanges and business buyer relationship management through seamless Internet integration how to create a Web site that satisfies loyal customers and draws in new customers Featuring several charts, tables, and graphs, this guide provides effective measures that you can institute to ensure your company’s longevity. Customer Relationship Management in Electronic Markets will help you create marketing strategies that will successfully meet the needs of your customers and enhance your business reputation. |
| amazon customer relationship management: E-Book Business Driven Technology BALTZAN, 2017-01-16 E-Book Business Driven Technology |
| amazon customer relationship management: The Essential Advantage Paul Leinwand, Cesare Mainardi, 2011 Conventional wisdom on strategy is no longer a reliable guide. In Essential Advantage, Booz & Company's Cesare Mainardi and Paul Leinwand maintain that success in any market accrues to firms with coherence: a tight match between their strategic direction and the capabilities that make them unique. Achieving this clarity takes a sharpness of focus that only exceptional companies have mastered. This book helps you identify your firm's blend of strategic direction and distinctive capabilities that give it the right to win in its chosen markets. Based on extensive research and filled with company examples--including Amazon.com, Johnson & Johnson, Tata Sons, and Procter & Gamble--Essential Advantage helps you construct a coherent company in which the pieces reinforce each other instead of working at cross-purposes. The authors reveal: · Why you should focus on a system of a few aligned capabilities · How to identify the way to play in your market · How to design a strategy for well-modulated growth · How to align a portfolio of businesses behind your capability system · How your strategy clarifies growth, costs, and people decisions Few companies achieve a capability-driven right to win in their market. This book helps you position your firm to be among them. |
| amazon customer relationship management: Instructional Technologies Paul Darbyshire, 2005-01-01 E-Commerce and M-Commerce Technologies explores the emerging area of mobile commerce. The chapters in this book look specifically at the development of emerging technologies and their application in Internet commerce. From E-business to mobile database developments, this book offers a compilation of readings that will prove useful to individuals and organizations in the academic study and research surrounding mobile commerce as well as in the practical application of these technologies. |
| amazon customer relationship management: The Big Nine Amy Webb, 2019-03-05 A call-to-arms about the broken nature of artificial intelligence, and the powerful corporations that are turning the human-machine relationship on its head. We like to think that we are in control of the future of artificial intelligence. The reality, though, is that we -- the everyday people whose data powers AI -- aren't actually in control of anything. When, for example, we speak with Alexa, we contribute that data to a system we can't see and have no input into -- one largely free from regulation or oversight. The big nine corporations -- Amazon, Google, Facebook, Tencent, Baidu, Alibaba, Microsoft, IBM and Apple--are the new gods of AI and are short-changing our futures to reap immediate financial gain. In this book, Amy Webb reveals the pervasive, invisible ways in which the foundations of AI -- the people working on the system, their motivations, the technology itself -- is broken. Within our lifetimes, AI will, by design, begin to behave unpredictably, thinking and acting in ways which defy human logic. The big nine corporations may be inadvertently building and enabling vast arrays of intelligent systems that don't share our motivations, desires, or hopes for the future of humanity. Much more than a passionate, human-centered call-to-arms, this book delivers a strategy for changing course, and provides a path for liberating us from algorithmic decision-makers and powerful corporations. |
| amazon customer relationship management: Service-Oriented Computing Claus Pahl, Maja Vukovic, Jianwei Yin, Qi Yu, 2018-11-06 This book constitutes the proceedings of the 16th International Conference on Service-Oriented Computing, ICSOC 2018, held in Hangzhou, China, in November 2018. The 63 full papers presented together with 3 keynotes in this volume were carefully reviewed and selected from numerous submissions. The papers have been organized in the following topical sections: Microservices; Services and Processes; Service Trust and Security; Business Services and Processes; Edge + IoT Services; Social and Interactive Services; Recommendation; Service Analytics; Quality of Service; Service Engineering; Service Applications; Service Management. |
| amazon customer relationship management: InfoWorld , 2000-06-05 InfoWorld is targeted to Senior IT professionals. Content is segmented into Channels and Topic Centers. InfoWorld also celebrates people, companies, and projects. |
| amazon customer relationship management: Ebook: Business Driven Information Systems Paige Baltzan, Amy Phillips, 2014-10-16 Business Driven Information Systems, 4e discusses various business initiatives first and how technology supports those initiatives second. The premise for this unique approach is that business initiatives should drive technology choices. Every discussion first addresses the business needs and then addresses the technology that supports those needs. This updated edition provides the foundation that will enable students to achieve excellence in business through its updated case studies, closing cases, technology plug-ins, expanded IT topics, and new project management content. Business Driven Information Systems is designed to give students the ability to understand how information technology can be a point of strength for an organization, and McGraw-Hill’s online learning and assessment solution, Connect MIS, helps students apply this knowledge. |
| amazon customer relationship management: Digital Economics Jens Christensen, 2016-10-12 In the 2010s, new technological and business trends threaten, or promise, to disrupt multiple industries to such a degree that we might be moving into a new and fourth industrial revolution. The background and content of these new developments are laid out in the book from a holistic perspective. Based on an outline of the nature and developments of the market economy, business, global business industries and IT, the new technological and business trends are thoroughly dealt with, including issues such as internet, mobile, cloud, big data, internet of things, 3D-printing, the sharing economy, social media, gamification, and the way they transform industries and businesses |
| amazon customer relationship management: The Dark Side of CRM Bang Nguyen, Lyndon Simkin, Ana Isabel Canhoto, 2015-09-04 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. |
| amazon customer relationship management: Encyclopedia of Cloud Computing San Murugesan, Irena Bojanova, 2016-05-09 The Encyclopedia of Cloud Computing provides IT professionals, educators, researchers and students with a compendium of cloud computing knowledge. Authored by a spectrum of subject matter experts in industry and academia, this unique publication, in a single volume, covers a wide range of cloud computing topics, including technological trends and developments, research opportunities, best practices, standards, and cloud adoption. Providing multiple perspectives, it also addresses questions that stakeholders might have in the context of development, operation, management, and use of clouds. Furthermore, it examines cloud computing's impact now and in the future. The encyclopedia presents 56 chapters logically organized into 10 sections. Each chapter covers a major topic/area with cross-references to other chapters and contains tables, illustrations, side-bars as appropriate. Furthermore, each chapter presents its summary at the beginning and backend material, references and additional resources for further information. |
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