the place of internal equity in customer relationship management



Nasse Theophile Bindeoue Internal Equity as a Factor of Corporate Sales Growth Nasse Theophile Bindeoue Internal Equity as a Factor of Corporate Sales Growth Новинка

Nasse Theophile Bindeoue Internal Equity as a Factor of Corporate Sales Growth

The concept of internal equity in Customer Relationship Management is often neglected by companies in Burkina Faso, what causes a reduction in term of profitability. Equity and ethical practices in marketing are essential to the survival of Burkina companies especially in the context of globalization where values of fair trade are promoted and where competition is fierce. This research focuses on the contribution that fair business practices from business to customers bring in term of companies' performance in developing countries. Data collection was performed with a questionnaire addressed to customers of two Small and Medium Enterprises (SMEs) and one Very Small Enterprise (VSE) in Burkina. Quantitative data is processed using Sphinx IQ and SPSS. The results confirm that companies in which internal equity degree is high, the sales growth is increasing due to satisfaction and repurchase.
V. Kumar Statistical Methods in Customer Relationship Management V. Kumar Statistical Methods in Customer Relationship Management Новинка

V. Kumar Statistical Methods in Customer Relationship Management

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Statistical Methods in Customer Relationship Management focuses on the quantitative and modeling aspects of customer management strategies that lead to future firm profitability, with emphasis on developing an understanding of Customer Relationship Management (CRM) models as the guiding concept for profitable customer management. To understand and explore the functioning of CRM models, this book traces the management strategies throughout a customer’s tenure with a firm. Furthermore, the book explores in detail CRM models for customer acquisition, customer retention, customer acquisition and retention, customer churn, and customer win back. Statistical Methods in Customer Relationship Management: Provides an overview of a CRM system, introducing key concepts and metrics needed to understand and implement these models. Focuses on five CRM models: customer acquisition, customer retention, customer churn, and customer win back with supporting case studies. Explores each model in detail, from investigating the need for CRM models to looking at the future of the models. Presents models and concepts that span across the introductory, advanced, and specialist levels. Academics and practitioners involved in the area of CRM as well as instructors of applied statistics and quantitative marketing courses will benefit from this book.
Malini Majumdar Towards Customer Equity. should marketers shift focus from brand equity. Malini Majumdar Towards Customer Equity. should marketers shift focus from brand equity. Новинка

Malini Majumdar Towards Customer Equity. should marketers shift focus from brand equity.

Scientific Essay from the year 2009 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, , language: English, abstract: A strong brand, having high brand equity generates higher revenue for the company. Brand Equity, as evidenced, results from a strong mental association that the customer links with the brand. It can be considered as the sum of customers' assessments of a brand's intangible qualities. Therefore, it cannot be a true measure of the marketing efforts of a company, though it was perceived so long to be so. Customer Equity, of late, has been identified as a basis to build powerful customer-centric marketing programs, which are more effective in highly competitive business scenario. There are three drivers of customer equity-value equity, brand equity, and relationship equity. Today's turbulent business environment is in requirement of maximizing the value of a company's customer assets. This stresses further the importance of focusing on Customer Equity as a customer-centric approach, rather than on Brand Equity, basically a product-centered approach.
Wolfgang Katsch International E-Business Wolfgang Katsch International E-Business Новинка

Wolfgang Katsch International E-Business

Inhaltsangabe:Abstract: The thesis offers solutions concerning the following questions: - Why is customer loyalty important for long term success of a company? - What are value adding characteristics of E-Business? - How is customer relationship management defined? - How does relationship management help a company in the changing marketplace of E-Business? - How can a company build customer loyalty? - How to follow a step-by-step process in order to build lasting relatinships with customers? - What do best-practice companies manage relationships (including over 10 short case studies and practical experiences) - How to use online communities for customer loyalty? - What does datamining mean in the context of CRM? - How to integrate customers for customization and product innovations? - Why does a database give you the necessary information for knowing your customers? - What is the link between customer satisfaction, differentiation, and long term economic success - What are tools to implement the new approach of customer relationship management? - How to install an complaint management system in E-Business in order to build loyalty? The main objectives of the thesis are show how companies can build loyalty with customer relationship management to combine the concept of customer loyalty with the characteristics of E-BusinessCompanies in E-Business already realize that focusing only on customer acquisition is not enough for lasting success and are therefore intensifying efforts ...
Thomas Egner Customer Oriented and Efficient Account Planning Thomas Egner Customer Oriented and Efficient Account Planning Новинка

Thomas Egner Customer Oriented and Efficient Account Planning

The need for a more efficient management of customer relationships is the driving force beyond the increasing efforts to optimize the approach of the Customer Relationship Management (CRM) concept and therefore the Account Management Processes. 70% out of 280 companies state that the establishment of a Key Account Management (KAM) concept has lead to an increase of the annual turnover up to 25%, according to a market research study of the Mercuri International and the University of St. Gallen in 2003. Another 66% out of 262 companies announce that the implementation of an AccountManagement Organization has increased the company profit up to 25%.The average effects concerning turnover and profit, reasoned by the implementation of an professional Customer Management concept, lie between 27,2% (turnover) and 28,6% (profit), according the named study (Zupancic/Belz/Bußmann 2005, p.34). The Account Planning as an essential part of the Key Account Management Process influences all phases of the Customer Relationship Process and therefore has a direct impact on the creation of profitable growth. The Customer Relationship Management Process consists of three major phases, the Acquisition Phase, the Sales Phase and the Customer Retention Phase. Each of these phases faces different challenges and follows different objectives, in order to realize profitable and sustainable customer relationships (Hofbauer/Hellwig 2005, p.29). The results of the Account Planning determine the acquisition...
Faizan Khan The Effect of Antecedent Variables on Brand Loyalty Intentions in Context of Mobile Service Industry of Pakistan Faizan Khan The Effect of Antecedent Variables on Brand Loyalty Intentions in Context of Mobile Service Industry of Pakistan Новинка

Faizan Khan The Effect of Antecedent Variables on Brand Loyalty Intentions in Context of Mobile Service Industry of Pakistan

Academic Paper from the year 2018 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 4.0, Iqra University, course: Thesis 1 & 2, language: English, abstract: Customer equity, this notion was first introduced by in which they argued that the companies and organizations should considered customers as their any other financial asset and like other financial assets they should also be measured and maximized by the management. Later came up with the study on the same topic in more deeper perspective and states the definition of customer equity by uttering that, it is life time values which are discounted of the customers who belongs directly with the company and it is an outline which represents the main business of the firm that is their key business, which separates the identity of the company from others to its customers. The customer equity drivers or retention equity drivers are consist of value, brand and relationship equity. These customers' equity drivers be contingent upon, customer's perception and attitude the brand. In terms of Value equity the customer's perceptions and attitude represents the rational and unbiased situation of the service or a product, which is mainly grounded upon the perception and attitude of the customers towards price of the product or service, its quality and luxury that the customer can enjoy in the market availability of product and service. In terms of Brand equity the situation is ...
Mathias Lüdtke-Handjery How can databases improve sales. Mathias Lüdtke-Handjery How can databases improve sales. Новинка

Mathias Lüdtke-Handjery How can databases improve sales.

Forschungsarbeit aus dem Jahr 2004 im Fachbereich BWL - Marketing, Unternehmenskommunikation, CRM, Marktforschung, Social Media, Note: 1,0, Dublin Institute of Technology (School of Marketing), 51 Quellen im Literaturverzeichnis, Sprache: Deutsch, Abstract: The evolution from transaction marketing to relationship marketing in recent years has resulted in a need for more rigorous databases and greater utilisation of current computerised tracking systems. Customer relationship management is a combination of people, processes and technology that seeks to understand organisations' customers. It is an integrated approach to managing relationships by focussing on customer retention and relationship development. Organisations that successfully implement customer relationship management will reap the rewards in customer loyalty and long runs profitability. The impact of information technology in the relationship marketing context, such as database management systems, data warehouses, and data mining, is increasing, due to technological development which facilitates the storage and analysis of massive amounts of data. However, successful implementation is elusive to many organisations, mostly because they do not understand that customer relationship management requires company-wide, cross-functional, customer-focused business re-engineering. Furthermore, while organisations are collecting and analysing data, consumers are becoming increasingly concerned about the privacy of their ...
Uwe Maurer Relationship vs. Deal-Based Lending in International Markets Uwe Maurer Relationship vs. Deal-Based Lending in International Markets Новинка

Uwe Maurer Relationship vs. Deal-Based Lending in International Markets

Globalisation creates more freedom of choice. Consequently customers are able to focus on self-realization. This makes customer management complex, due to the decreasing willingness of customers to join relationships. However, it makes it necessary due to intense competition. The complex part of 'Customer Loyalty Management' is the impossibility to deduce the economical success out of sales of products. In fact, economic goals are the result of pre- economic measures. Consequent customer orientation forms the final goal to increase the value for each customer and use the synergies derived from the 'team-play' of Investment Banking and Commercial Banking. The book's aim is to provide a framework in the wide ranging field of Customer Relationship Management and puts the customer back in focus. The discussion examines the poles - relationship vs. the pure transaction strategy. After the introduction in the business and the background forces, the debate introduces tools for building a valuable customer management and supports its arguments with graphical material and diagrams for quick insights and reference to each topic.
Astrid Rotarius Identification of Internal Customer Requirements and Meeting Those Requirements Through Business Process Improvement Within a Quality Management System at an Australian Electrical Manufacturer Astrid Rotarius Identification of Internal Customer Requirements and Meeting Those Requirements Through Business Process Improvement Within a Quality Management System at an Australian Electrical Manufacturer Новинка

Astrid Rotarius Identification of Internal Customer Requirements and Meeting Those Requirements Through Business Process Improvement Within a Quality Management System at an Australian Electrical Manufacturer

Inhaltsangabe:Abstract: Increasing competition, deregulation, globalisation, and technological advancement continuously create new business realities for organisations in the marketplace. In order to cope with these structural changes, many organisations aim at improving and innovating their business processes within the implementation of a quality management System. In today's competitive environment however, it is not sufficient to implement internally oriented business process improvements. Instead, companies have to concentrate an externally focused process improvements which add value to customers and thus enhance customer relationships. Such customer value driven process improvements help to integrate marketing and operations strategies and thereby provide a significant competitive advantage. A quality management system enables organisations to achieve a competitive edge through customer satisfaction in today's highly competitive domestic and global markets. Customer satisfaction forms an integral part of a quality management system which focuses organisations an meeting or exceeding customer expectations through outstanding product and service performance. The integrative approach of a quality management system motivates everyone in an organisation to serve the customer. Customers include the end user (external customers) as well as all employees within an organisation (internal customers). As a result, external and internal customer expectations and requiremen...
James Seligman Customer Experience in Modern Marketing James Seligman Customer Experience in Modern Marketing Новинка

James Seligman Customer Experience in Modern Marketing

Customer Experience Management in Modern Marketing is a dynamic approach to the co-creation of value through the relationship. The book, chapter by chapter provides information, examples of how to develop and create a lasting experience for your customers
Thomas Rolf Customer Centric Business Models, two steps beyond Customer Relation Management Thomas Rolf Customer Centric Business Models, two steps beyond Customer Relation Management Новинка

Thomas Rolf Customer Centric Business Models, two steps beyond Customer Relation Management

Inhaltsangabe:Abstract: The submitted dissertation critically discusses business models in the context of customer dimensions under uncertain market conditions. The following questions summarise the fields of investigation: How do business models adapt to rapidly changing and buyer driven markets? What are the next two steps after Customer Relationship Management? Can the gap in the process chain between ‘Customer Relation Management’ and ‘Supply Chain Management’ be bridged and how? How can a method be developed in order to measure the current customer orientation of a company and to compare companies among each other? Are customer oriented companies more profitable? As a deductive research approach is used, beneath a small number of inductive elements, an investigation in both secondary and primary data is imperative. Subsequently a critical review of related literature along with a supporting inquiry is part of the dissertation. The scope of the work includes background information, the discussion of future business models as well as an empiric impression of ‘customer orientation’ in German small and medium sized enterprises. The most significant conclusions can be recapitulated as follows: Simple customer orientation can lead to less innovation, furthermore to unprofitable business and in the worst case to the elimination of a company. Customer oriented strategy is about building processes that are able to react to any environmental or economical modification as fast as p...
Silke Freitag Increasing Customer Loyalty via Mobile Customer Relationship Management Silke Freitag Increasing Customer Loyalty via Mobile Customer Relationship Management Новинка

Silke Freitag Increasing Customer Loyalty via Mobile Customer Relationship Management

Inhaltsangabe:Abstract: The main objective of this research was to find out and demonstrate how companies can manage to maintain and increase their customer’s loyalty with the help of Customer Relationship Management in today’s wireless world. Due to the growing convergence of the Internet and the mobile phone, competition between companies is considerably increasing. In order to further keep their stake in the market, companies are forced to improve the relations to their customers by using new business technologies enabling them to differentiate themselves from the competition in offering personalized services especially tailored to their customers’ needs. This thesis will concentrate on the opportunities that Customer Relationship Management offers in the wireless world. Mobile applications and instruments that enable companies to create more loyalty among their customers will be pointed out while special focus is laid on SMS-Marketing. A few examples of companies who have been successfully applying wireless marketing will be given. Furthermore, part of this thesis was to carry out an online survey during which a number of people were interviewed about their experience with mobile services and their willingness to accept wireless marketing. The survey results provided a basis upon which the acceptance of possible marketing strategies, designed to increase customer loyalty, could be judged. Inhaltsverzeichnis:Table of Contents: AbbreviationsIII FiguresIV 1.Introduction1 1.1...
Tanja Walker Customer Relationship Management for Luxury Skin Care Brands in the Selective Cosmetics Sector Tanja Walker Customer Relationship Management for Luxury Skin Care Brands in the Selective Cosmetics Sector Новинка

Tanja Walker Customer Relationship Management for Luxury Skin Care Brands in the Selective Cosmetics Sector

Inhaltsangabe:Abstract: This thesis discusses the validity of Customer Relationship Management for luxury skin care brands in the selective cosmetics sector. Luxury skin care brands face limitations in applying CRM strategies due to their selective distribution strategy. The value of CRM is determined by analyzing communication tools, CRM opportunities and limitations. The example of „Club Biotherm”, a luxury skin care brand’s customer loyalty program, illustrates the findings, and recommendations are made in order to successfully implement a CRM strategy. Key Words: Customer value, Customer segmentation, Customer loyalty, Communication tools, Direct Marketing, Customer loyalty programs, Channel conflict management. Zusammenfassung: In der vorliegenden Diplomarbeit wird die Gültigkeit von Customer Relationship Management für Luxusmarken der Selektiven Kosmetik untersucht. Bei der Umsetzung von CRM Strategien werden Luxuskosmetikmarken mit Grenzen konfrontiert, welche durch das selektive Vertriebssystem entstehen. Die Wertigkeit von CRM wird anhand der Kommunikationsmaßnahmen, Chancen und Grenzen analysiert. An dem Beispiel des „Club Biotherm“, einem Kundenbindungsinstrument einer selektiven Luxuskosmetikmarke, werden die Ergebnisse erläutert sowie Handlungsempfehlungen entwickelt, um eine CRM Strategie erfolgreich durchzuführen. Schlüsselbegriffe: Kundenwert, Kundensegmentation, Loyalität, Kommunikationsmaßnahmen, Direkt Marketing, Kundenbindungsprogramme, Vertriebsmanagement...
P. Schulz et al. Customer Relationship Management. Lufthansa P. Schulz et al. Customer Relationship Management. Lufthansa Новинка

P. Schulz et al. Customer Relationship Management. Lufthansa

Project Report from the year 2007 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 86%, Macquarie University (Graduate Accounting and Commerce Centre), course: MKTG814, Managing Customer Relations (post-graduate unit), 19 entries in the bibliography, language: English, abstract: Lufthansa is Germany's aviation flagship company and also one of the major airlines operating on a global scale. Established in 1926, Lufthansa currently is one of the biggest members and also founders of the Star Alliance, the world's most important airline cooperation. Divided into five strategic business segments (passenger business, logistics, Maintenance Repair Overhaul, catering and IT services), the following report will focus on the passenger business segment and Lufthansa's activities in terms of customer relationship management (CRM) in this division. Being one of the first airlines to have established a customer loyalty program, Lufthansa successfully runs its frequent flyer concept Miles & More (Lufthansa, 2007).In a competitive environment like the aviation business, relying on a loyal customer base which generates a major part of the company's revenue is one of the key drivers for success. Due to cost pressure in the late 1990´s and the crisis in the aviation business after the terror attacks in 2001, airlines more than ever before recognized and appreciated the value of a relationship to its important ...
Philip Kotler Managing Customer Experience and Relationships. A Strategic Framework Philip Kotler Managing Customer Experience and Relationships. A Strategic Framework Новинка

Philip Kotler Managing Customer Experience and Relationships. A Strategic Framework

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Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you'll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or training session. The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction. Understand the fundamental principles of the customer relationship Implement the IDIC model to improve CRM ROI Identify essential metrics for CRM evaluation and optimization Increase customer loyalty to drive profits and boost margins Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal—but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.
Sanjeev Pradhan, Diwash Gurung The impact of relationship marketing strategies on building customer value Sanjeev Pradhan, Diwash Gurung The impact of relationship marketing strategies on building customer value Новинка

Sanjeev Pradhan, Diwash Gurung The impact of relationship marketing strategies on building customer value

Document from the year 2018 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, , course: Management and IT, language: English, abstract: The study is done to assess the correlation between the various forms of relationship marketing (RM) strategies and the resulting customer value. This study explains the various social and financial needs of the doctors from the pharmaceutical company perspective. This study helps to consider the best RM strategies to build better customer value. Questionnaire and personal interview method were considered to collect the data. Sample doctors were chosen from one of top seven hospitals here in Nepal. Study shows positive correlation between RM strategies and customer value. Multiple linear regression of adding social benefit and adding financial benefit with customer values shows the value of β1 (slope of adding social benefit RM strategies) and β2 (slope of adding financial benefit RM strategies) with 0.2679836 and 0.4662382 respectively, means that various relationship marketing strategies shows direct positive relationship with customer value.The study find that the pharmaceutical company need to care and socially satisfy their customer needs. For that, occasional initiation of phone call to their customer is necessary. Conflict or problem if any, needs to be handled properly. Good follow through on commitment is necessary. But adding financial benefit RM strategies like marketer expe...
Kay-Oliver Bunn Customer Equity Analyses Kay-Oliver Bunn Customer Equity Analyses Новинка

Kay-Oliver Bunn Customer Equity Analyses

Diploma Thesis from the year 2008 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,7, University of Applied Sciences Essen, language: English, abstract: Corporate management today is exposed to an area of conflict that allows only limited latitude. On the one hand, top management is regularly faced with the company owners' requests for an appropriate return on equity or Shareholder Value, a request that executives of public companies are mostly obliged to by contract: "Corporate Mission Statements proclaiming the responsibility of management is to maximize shareholder's total return via dividends and increases in the market price of the company's shares around."On the other hand, increasingly mature and well informed customers demand more and more customized goods for their individual requirements and are often known to change their buying behavior quickly. This behavior forces many organizations to an uncompromising orientation towards Customer Value, and a strict customer focus in both corporate planning and management, in order to further develop competitive advantages and to satisfy and retain valuable customers. This is particularly true for middle and lower management.Hence value creation for customers finds itself opposed to value creation for shareholders. A conflict that appears to find its resolution only in a consequent consideration of customer relationships as investment objec...
Dr. David Ackah, Makafui R. Agboyi Managing Customer Relations in the Banking Industry. Customer Service Dr. David Ackah, Makafui R. Agboyi Managing Customer Relations in the Banking Industry. Customer Service Новинка

Dr. David Ackah, Makafui R. Agboyi Managing Customer Relations in the Banking Industry. Customer Service

Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: B, Atlantic International University (School of Business and Economics), course: Ph.D. Economics, language: English, abstract: The main aim of this study has been to identify the possible causes of customer dissatisfaction. The specific objectives of the study were examined , the degree of cordiality and adversity of the relationship between management and staff and how these influence positively or negatively customer relations of banking organizations, a case study of Sahel Sahara Bank. The study is to assist the management of banking organization towards ensuring improved customer relations by offering incentives, customers' relations training for employees and organizing seminars and workshops to raise employees' level of professionalism.The researcher employed the quota sampling technique to specifically make a selection of the groups of management, staff, customers and other users of the Bank to whom questionnaires were administered until the required numbers of respondents were reached. In all, sixty (60) questionnaires were distributed. Out of these, ten (10) were administered to the management of the bank, twenty (20) to its employees and thirty (30) to customers who had visited to transact business at the bank's premises on those faithful days of questionnaires administration.The study revealed that management and c...
Phillip Mayer Customer Relationship Management Phillip Mayer Customer Relationship Management Новинка

Phillip Mayer Customer Relationship Management

Essay aus dem Jahr 2008 im Fachbereich BWL - Marketing, Unternehmenskommunikation, CRM, Marktforschung, Social Media, Ekonomická univerzita v Bratislave, Sprache: Deutsch, Abstract: KurzfassungCustomer Relationship Management beschränkt sich häufig auf integrierte Softwaresystemlösungen, deren Hauptaugenmerk dem verarbeiten und verwalten von Kundendaten gilt. Die hohe Anzahl gescheiterter CRM-Projekte haben vor diesem Hintergrund jedoch verdeutlicht, dass sich die Herausforderungen eines Kundenbindungsmanagements nicht allein durch den Einsatz einer Software lösen lassen. Als Postulat muss daher gelten, dass wieder verstärkt auf das wesentlichste einer funktionierenden und erfolgreichen Kundenbeziehung eingegangen wird - dem Kunden selbst.Abstract Customer Relationship Management is often limited to an integrated software-solutions system with a main focus on handling and administration of customer data. The high amount of failed CRM-projects has shown that the challenge of a Customer Relationship Management is not solely solvable by using software solutions. Therefore today's attempts have to respond intensified to the basics of a well and successful running customer relationship - the customer himself.
Silke Freitag Increasing Customer Loyalty via Mobile Customer Relationship Management Silke Freitag Increasing Customer Loyalty via Mobile Customer Relationship Management Новинка

Silke Freitag Increasing Customer Loyalty via Mobile Customer Relationship Management

Diploma Thesis from the year 2002 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1, Wiesbaden University of Applied Sciences, language: English, abstract: In times of computerization and mass consumption, one vital element has long been left behind. So far the customer rather tended to be treated as a trash dump for all those mailings that completely missed his interest, while he actually longed for companies to guess his needs, requirements and wishes and send him personalized offers especially tailored to those. With the beginning of the new century, technological advances and innovations in the field of data mining and data management have already made this dream come true for many customers. This new way of building relationships is called Customer Relationship Management (CRM) and comprises all aspects of interaction a company has with its customers. "It's a business strategy that aims to understand, anticipate and manage the need's of a company's current and potential customers."1 Along with the fast proliferation of mobile devices, consumer's behavior has changed considerably. Customers do no longer constraint their activities to one communication channel, but take advantage of new technological opportunities such as mobile commerce. In this fast-moving technological environment creating and intensifying customer loyalty has become indispensable for the business world. This chan...
Joel Scott Microsoft CRM For Dummies Joel Scott Microsoft CRM For Dummies Новинка

Joel Scott Microsoft CRM For Dummies

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The ideal introductory guide to Microsoft's much anticipated entry into the Customer Relationship Management (CRM) software marketplace Discusses the key features of Microsoft's CRM software, including tools to help businesses sell more effectively, manage all customer communications in one place, track and convert leads, make informed decisions faster, and provide consistent service Provides expert tips and tricks to make the software work more effectively Explains how to achieve increased customer satisfaction, customer loyalty, and more profitable customer relationships Author is considered one of a handful of global experts on CRM for small- and medium-sized businesses
Christina Rüther Are Customers loyal to the Tesco Superstore in Roundhay Christina Rüther Are Customers loyal to the Tesco Superstore in Roundhay Новинка

Christina Rüther Are Customers loyal to the Tesco Superstore in Roundhay

Inhaltsangabe:Abstract: Throughout modern marketing literature there is extensive agreement that ‘Customer Loyalty’ is marketing’s newest challenge. Marketing’s main focus is shifting away from a transactional approach, focusing on the single sale, to a customer relationship approach, establishing, maintaining and enhancing relationships with customers. Today the advantages of cost efficiency, market share, and service quality do not guarantee a company’s success any more. Companies need to invest in customer retention programmes to stay competitive. Due to the belief that retaining existing customers is far cheaper than attracting new ones the subject of customer loyalty has become of increasing interest to businesses over the last decade. Theorists argue that loyal customers are more likely to pay an extra price and that their average expenditure will increase over time. In particular in the food retailing industry companies are facing an ever-increasing level of competition due to a high saturation point and low customer switching costs. Growth is only possible by gaining market share from competitors. Under these conditions the effective management of customer loyalty has become a key issue in securing competitive advantage. This study focuses on the review of theories behind customer relationship and customer loyalty marketing found in academic literature. It sets out to explore customer loyalty at UK’s biggest supermarket chain, Tesco plc. A questionnaire was carried ou...
Dominik Wagner Customer Relationship Management. Eine kritische Analyse der Moglichkeiten und Grenzen dargestellt am Beispiel der Bayerischen Motoren Werke Aktiengesellschaft Dominik Wagner Customer Relationship Management. Eine kritische Analyse der Moglichkeiten und Grenzen dargestellt am Beispiel der Bayerischen Motoren Werke Aktiengesellschaft Новинка

Dominik Wagner Customer Relationship Management. Eine kritische Analyse der Moglichkeiten und Grenzen dargestellt am Beispiel der Bayerischen Motoren Werke Aktiengesellschaft

In der folgenden Arbeit wird eine kritische Analyse der Möglichkeiten und Grenzen des Customer Relationship Management am Beispiel der Bayerischen Motoren Werke Aktiengesellschaft durgeführt. Das Ziel soll sein, die angewandten Strategien, Instrumente und Methoden der BMW AG aufzuzeigen und sowohl positive wie negative Aspekte herauszuarbeiten und zu bewerten. Des Weiteren werden Grundlagen, Ziele und Komponenten beziehungsweise Strategien und Anwendungsmöglichkeiten des Customer Relationship Management erklärt und verdeutlicht.
Dave Dhara, Raval Brahmdutta Implementation of Information Technology in Pharmaceutical Management Dave Dhara, Raval Brahmdutta Implementation of Information Technology in Pharmaceutical Management Новинка

Dave Dhara, Raval Brahmdutta Implementation of Information Technology in Pharmaceutical Management

The present research work puts emphasis on the Implementation of Information technological advancement used in an evolving pharmaceutical industry. Due to the cut throat competition in Generic pharmaceutical sector, nowadays it's more important to have an efficient PMIS (Pharmaceutical Management Information System). This project can also be seen as the bridging stone between the Information technologies and marketing of different Pharmaceutical products. The Project work is carried out in Lincoln Pharmaceuticals Ltd. There are many different marketing strategies and newer web based technologies that can be used for the efficient Customer Relationship Management, Enterprise Resource Planning & most importantly for the Sales Force Automation activities. The first part of the study is focused on the Customer Relationship Management strategies that describes how the company retains and builds new customers in market. In the second part, the detailed study includes different functionality of the company's Online Reporting System known as "Advanz C101Rx - SFA". It is an important IT tool for marketing and sales personals used to target the customer population for achieving Sales force.
Madar Anca, Neacsu Nicoleta Andreea Quality management for products and services Madar Anca, Neacsu Nicoleta Andreea Quality management for products and services Новинка

Madar Anca, Neacsu Nicoleta Andreea Quality management for products and services

Book aims to contribute to a thorough understanding of concepts related to quality of products and services, and quality management as competitive tools safe firms in terms of increasing globalization of markets and competition.Achieving quality should be done respecting legislation, market requirements and especially consumer needs. The quality system specific to an organization is designed to meet the needs of its internal management, but also to create and develop customer confidence in the ability of that organization to market only quality products or services.
Eileen Schäfer Customer Profitability Analysis - Today Eileen Schäfer Customer Profitability Analysis - Today Новинка

Eileen Schäfer Customer Profitability Analysis - Today

Inhaltsangabe:Abstract: Traditional management accounting systems are limited in their ability to provide profitability information relevant to management decisions. The problems of inadequate profitability measurement are intensified by the increasing competition in todays international market and the customer sophistication in locating low-cost providers. In response a number of manufacturers and service companies are experimenting with new methods to analyse their profits. The collection and analysis of information on the customer profitability analysis enables management to identify their most attractive customer groups and support them with their scarce resources, turning loss-making making accounts into profitable ones. The project investigate both the theoretical approach of customer profitability analysis and its usage in practice, today. Relevant data was collected by means of a survey and three ease studies. The survey provided information about the extent of knowledge of member of organisations about customer profitability analysis and the use of it in the decision making process. The interviews added deeper knowledge about the application of customer profitability analysis in practice and helped to find new insights to this analysis method. Inhaltsverzeichnis:Table of Contents: TABLE OF ABBREVIATIONS4 TABLE OF FIGURES5 1. CHAPTERPREFACE6 1.1INTRODUCTION6 1.2BACKGROUND8 1.3AIM10 1.4OBJECTIVES10 2. CHAPTERRESEARCH METHODOLOGY11 2.1INTRODUCTION11 2.2AGGREGATION OF SE...
Thom Poole The Little Cook Book of Customer Relationship Marketing Thom Poole The Little Cook Book of Customer Relationship Marketing Новинка

Thom Poole The Little Cook Book of Customer Relationship Marketing

The Little Cook Book of CRM leads you through the 'ingredients' and 'recipes' of customer relationship marketing. A light-hearted but useful overview of the craft.
Emerald Group Publishing Limited New Perspectives in Hospitality Management Emerald Group Publishing Limited New Perspectives in Hospitality Management Новинка

Emerald Group Publishing Limited New Perspectives in Hospitality Management

New Perspectives in Hospitality Management is a unique collection of articles that represent the highest level of scholarship in hospitality research. The articles identify themes that have established themselves as key trends among academics. These include:- Human resource management challenges - new research on labour turnover in luxury hotels and how classic hospitality paradigms have developed - Hospitality marketing - how the tourism distribution channel has been transformed, perceptions on guests' perceptions of customer loyalty and transforming customer satisfaction into 'customer delight' - Experiences and behaviours - understanding quality aspects of restaurant image, hedonic and utilitarian values and how they influence restaurant image, and a customer-based approach to hotel experience and brand equity. The collection provides exemplary analysis of recent research trends concerning marketing and HRM research topics and methodology, while also looking to the future in terms of how information and communication technologies will shape the development of the hospitality sector. It will enable readers to access the most important 'thinkers' active in this arena today.
Benjamin Heckmann Private Equity Investments in Emerging Markets Benjamin Heckmann Private Equity Investments in Emerging Markets Новинка

Benjamin Heckmann Private Equity Investments in Emerging Markets

Seminar paper from the year 2007 in the subject Business economics - Business Management, Corporate Governance, grade: 2,0, University of Münster (International Management), course: Seminar International Finance, language: English, abstract: The paper deals with Private Equity Investments in Emerging Markets. This asset class is associated with attractive opportunities and appropriate risk-adjusted returns. The Private Equity industry in Emerging Markets showed strong growth over the last few years - after a period of disappointment and unmet expectations.Private Equity is a primary source of equity for small and medium sized companies. It is associated with higher default risk but offers the opportunity to receive higher returns. One special characteristic is the provision of 'smart money', the integration of investment banking and management consultancy.The environment of Emerging Markets is challenging. The term refers to capital markets in developing countries with outstanding growth opportunities. 35 countries from Latin America, Central and Eastern Europe, Asia, Middle East and Africa belong to the group of Emerging Markets. These markets are characterised by weak legal institutions, political and economic risk, dysfunctional capital markets and a low standard of corpo-rate governance. The combination of the high risk asset class Private Equity with the high risk environment of Emerging Markets results in high risk investments. But the superior return op-portuni...
Oliver Fuhrmann Systemisches Customer Relationship Management in den neuen Medien Oliver Fuhrmann Systemisches Customer Relationship Management in den neuen Medien Новинка

Oliver Fuhrmann Systemisches Customer Relationship Management in den neuen Medien

Inhaltsangabe:Einleitung: In Zeiten von gesättigten Märkten, der wirtschaftlichen Globalisierung und zunehmender Wettbewerbsintensität wird es für Unternehmen immer schwieriger sich über ihre Produkte auf dem Markt zu behaupten. Wie kann man den Kunden zufriedenstellen und somit langfristig an ein Unternehmen binden und welchen wirtschaftlichen Nutzen bringt eine Kundenbindung für das Unternehmen? Dies sind Fragen die bis heute nicht an Aktualität verloren haben. Die Entwicklung von Kundenbindungsstrategien gipfelt heute in der Unternehmensphilosophie des „Customer Relationship Management“ (CRM) und deren Internet-basierten Variante „Electronic Customer Relationship Management“ (eCRM). CRM und eCRM gehören zu den zurzeit meistdiskutierten Schlagworten der aktuellen Marketingpraxis. Customer Relationship Management umfasst dabei die gesamte Interaktion eines Unternehmens mit bestehenden und zukünftigen Kunden während des gesamten Kaufentscheidungsprozesses und Besitzzyklus. Dabei herrschen noch signifikante Meinungsverschiedenheiten darüber, welcher Nutzen aus einer langfristigen Kundenbindung für die Unternehmen resultiert und wie diese zu realisieren ist. Eine streng ökonomisch ausgerichtete Perspektive auf eine dauerhafte Kunden-Lieferanten-Beziehung lässt viele Fragen bezüglich des Kunden als sozialem Wesen unbeantwortet. Diese Arbeit analysiert Customer Relationship Management aus systemtheoretischer Sicht. Die Systemtheorie, als wohl zurzeit einzige Supertheorie, bietet ...
Ben Beiske Loyalty Management in the Airline Industry Ben Beiske Loyalty Management in the Airline Industry Новинка

Ben Beiske Loyalty Management in the Airline Industry

Inhaltsangabe:Abstract: This report will demonstrate the importance of Loyalty Management in the competitive environment of the airline industry and will show that a successful approach to Loyalty Management consists of three different, interlinked aspects. These three ‘pillars’ are Customer Service, Frequent Flyer Programs, and Complaint Management; their interdependence will be analysed in depth, with special attention given to the perceived importance of Frequent Flyer Programs. Findings from a detailed literature review and a survey show that customers do indeed perceive these issues as vital with regards to their loyalty towards a particular airline. It was found that Customer Service can be regarded as the foundation for Loyalty Management; it can help an airline to gain competitive advantage by setting it apart from its competitors. Frequent Flyer Programs, if implemented and run properly, can provide the customer with added value. As such, they compliment Customer Service and can help to increase overall loyalty. Additionally, Complaint Management was found to be gaining importance among airlines. The number of complaints was shown to be rising gradually, stressing the growing significance of efficient Complaint Management and its strong after-effect on customer loyalty. Inhaltsverzeichnis:Table of Contents: 1.INTRODUCTION6 1.1AIM AND OBJECTIVES OF THE REPORT7 1.2TERMINOLOGY9 1.3BACKGROUND INFORMATION: LOYALTY MANAGEMENT9 1.3.1DEFINITIONS9 1.3.2TRADITIONAL MARKETING A...
Rainer Schweighofer Customer Relationship Management (CRM). Erarbeitung und Umsetzung einer Strategie Rainer Schweighofer Customer Relationship Management (CRM). Erarbeitung und Umsetzung einer Strategie Новинка

Rainer Schweighofer Customer Relationship Management (CRM). Erarbeitung und Umsetzung einer Strategie

Inhaltsangabe:Einleitung: Customer Relationship Management (CRM) ist derzeit eines der wohl bekanntesten Schlagworte für moderne Unternehmen. Nachdem in den USA bereits viele Unternehmen CRM-Systemlösungen eingeführt haben bzw. mitten in einer Einführung stecken, schwappt die CRM-Welle nun auch nach Europa über.1 Die Neuausrichtung der Unternehmen hinsichtlich Customer Relationship Management bedeutet für diese nicht selten einen massiven Wandel. Daher stellt sich gleich zu Beginn der Arbeit die Frage, was die Unternehmen eigentlich zu dieser Neuorientierung veranlasst hat und welche Folgen sich daraus ergeben. Gang der Untersuchung: Im zweiten Teil dieser Arbeit wird anhand von Definitionsansätzen dargestellt, was sich genau hinter dem Begriff „Customer Relationship Management“ verbirgt, welche Ziele damit verfolgt werden und wie diese eingeteilt werden können. Ferner werden die Vorteile, die das Customer Relationship Management für ein Unternehmen bringt, aufgezeigt. Im Anschluss an diese theoretischen Grundlagen von CRM werden in Kapitel III die verschiedenen Komponenten, die möglichen Einsatzbereiche und die derzeit führenden Softwareanbieter von CRM-Systemlösungen vorgestellt. Ferner wird der CRM-Markt betrachtet. Dabei wird auch auf aktuelle Prognosen für die Entwicklung des CRM-Marktes eingegangen. Kapitel IV setzt sich mit der Erarbeitung einer CRM-Strategie auseinander. Insbesondere soll dargestellt werden, wie wichtig für ein Unternehmen eine klare Zielfestlegung so...
Lars Wenzel Optimize visibility of final demand in the supply chain Lars Wenzel Optimize visibility of final demand in the supply chain Новинка

Lars Wenzel Optimize visibility of final demand in the supply chain

Studienarbeit aus dem Jahr 2017 im Fachbereich BWL - Beschaffung, Produktion, Logistik, Note: 1,0, Ernst-Abbe-Hochschule Jena, ehem. Fachhochschule Jena, Sprache: Deutsch, Abstract: The problem in the simulation game "Supply Chain Simulation Module" was that the different players of a chain (supplier, manufacturer, retailer / wholesaler (customer)) communicated exclusively with orders in order to fulfill the given market demand or the needs of their teammates. Due to delays in deliveries, there were increased orders in period three, which already exceeded the final demand as a whole. This led to a chaotic ordering and / or demand behavior. The uncertainties in the demand forecast initially led to bottlenecks. The bottlenecks led to higher safety stocks, which led to overproduction. This led to a negatively evolving supply chain that affected the company. This phenomenon is also referred to as a bullwhip effect.In this assignment, a possible cause, which has strengthened the bullwhip effect, is investigated. The role of the author in order management as well as the presentation topic "Information and Funds Flow in Supply Chains" are taken into account. During the execution of the planning game, the author was free to choose within the order management whether he should initiate an internal production or serve the customer demand from the warehouse. This free decision leaves a very high risk of the bullwhip effect taking place. Decisions are made without knowing...
Arndt Brockmann Customer Relationship Management in Banken unter besonderer Berucksichtigung des Aspektes der Kundenbindung Arndt Brockmann Customer Relationship Management in Banken unter besonderer Berucksichtigung des Aspektes der Kundenbindung Новинка

Arndt Brockmann Customer Relationship Management in Banken unter besonderer Berucksichtigung des Aspektes der Kundenbindung

Inhaltsangabe:Einleitung: Neue Wettbewerber, verändertes Kundenverhalten und die Vielschichtigkeit des Multi-Kanal-Vertriebs bedrohen die Bank-Kunde-Beziehung. Eine abnehmende Kundenbindung und gleichzeitig eine höhere Wechselbereitschaft der Kunden sind die Auswirkungen auf diese Entwicklungen. Daher ist das Bankmarketing zu einem umfassenden Umdenken gezwungen. Die Kundenbeziehung in den Fokus der Unternehmung zu stellen, ist eine deutliche Zielvorgabe in Banken. Durch Customer Relationship Management wird der Versuch unternommen, die Unternehmensstrategie und Prozesse, sowie die Bankprodukte und -dienstleistungen gänzlich auf die Kundenbedürfnisse abzustimmen. Neue und innovative Informations- und Kommunikationssysteme und Technologien unterstützen die Zielerreichung. Die Vermittlung eines Grundverständnisses für das „Customer Relationship Management in Banken unter besonderer Berücksichtigung des Aspektes der Kundenbindung“ ist Ziel dieser Arbeit. Gang der Untersuchung: In Kap. 2 wird zur Einführung zunächst auf die Veränderungen am Bankmarkt und die heutigen Probleme in der Bank-Kunde-Beziehung hingewiesen. Kap. 3 betrachtet den Aspekt der Kundenbindung als wesentlichen Bestandteil und eine Zielgröße des Customer Relationship Managements. Kern der Arbeit bilden die Kap. 4 bis Kap. 6. In Kap. 4 wird das Konzept des Customer Relationship Managements beginnend mit den Grundlagen erläutert und entwickelt. Weiterhin wird ein Einblick in die strategische Sichtweise gegeben. Ka...
Frank Fabozzi J. Quantitative Equity Investing. Techniques and Strategies Frank Fabozzi J. Quantitative Equity Investing. Techniques and Strategies Новинка

Frank Fabozzi J. Quantitative Equity Investing. Techniques and Strategies

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A comprehensive look at the tools and techniques used in quantitative equity management Some books attempt to extend portfolio theory, but the real issue today relates to the practical implementation of the theory introduced by Harry Markowitz and others who followed. The purpose of this book is to close the implementation gap by presenting state-of-the art quantitative techniques and strategies for managing equity portfolios. Throughout these pages, Frank Fabozzi, Sergio Focardi, and Petter Kolm address the essential elements of this discipline, including financial model building, financial engineering, static and dynamic factor models, asset allocation, portfolio models, transaction costs, trading strategies, and much more. They also provide ample illustrations and thorough discussions of implementation issues facing those in the investment management business and include the necessary background material in probability, statistics, and econometrics to make the book self-contained. Written by a solid author team who has extensive financial experience in this area Presents state-of-the art quantitative strategies for managing equity portfolios Focuses on the implementation of quantitative equity asset management Outlines effective analysis, optimization methods, and risk models In today's financial environment, you have to have the skills to analyze, optimize and manage the risk of your quantitative equity investments. This guide offers you the best information available to achieve this goal.
Bernd Schmitt H. Customer Experience Management. A Revolutionary Approach to Connecting with Your Customers Bernd Schmitt H. Customer Experience Management. A Revolutionary Approach to Connecting with Your Customers Новинка

Bernd Schmitt H. Customer Experience Management. A Revolutionary Approach to Connecting with Your Customers

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In Customer Experience Management, renowned consultant and marketing thinker Bernd Schmitt follows up on his groundbreaking book Experiential Marketing by introducing a new and visionary approach to marketing called customer experience management (CEM). In this book, Schmitt demonstrates how to put his CEM framework to work in any organization to spur growth, increase revenues, and transform the image of your company and its brands. From retail buying to telephone orders, from marketing communications to online shopping, every customer touch-point offers companies an opportunity to maximize the customer experience and establish a bond that will never be broken. Customer Experience Management introduces the five-step CEM process, a comprehensive tool for connecting with customers at every touch-point. This revolutionary marketing guide provides cases of successful CEM implementations in a wide variety of consumer and B2B industries, including pharmaceuticals, electronics, beauty and cosmetics, telecommunications, beverages, financial services, and even the nonprofit sector. A must-read for senior executives, marketing managers, and anyone who wants to drive growth, increase income, and spur organizational change, Customer Experience Management demonstrates the power of collecting truly relevant customer information, developing and implementing winning strategies, and measuring their results.
Behdja Boumarafi Knowledge Management and Organizational Performance Behdja Boumarafi Knowledge Management and Organizational Performance Новинка

Behdja Boumarafi Knowledge Management and Organizational Performance

Shorttitle: The book is about the use of Knowledge Management in UAE organizations.The author looked at how factors like:organizational culture organizational infrastructure, technical infrastructure, the support of higher management in organizations, reward of workers, and a clear vision and objectives will contrbute to business performance by improving organizational efficiency, customer satisfaction, better decision-making, quality of working and leading to financial benefits. the success of knowledge management practice for oragnizational performance improvement can be achieved through awareness of the importance of organizations' intellectual capital and the capturing of knowledge from internal reports, organization's and external experts, competitive intelligence,and more and and processing it and circulating for use by members of the organization for work improvement.
André Strobach Neue Wege im Customer Relationship Management und Marketing mit Web 2.0 André Strobach Neue Wege im Customer Relationship Management und Marketing mit Web 2.0 Новинка

André Strobach Neue Wege im Customer Relationship Management und Marketing mit Web 2.0

Bachelorarbeit aus dem Jahr 2010 im Fachbereich BWL - Marketing, Unternehmenskommunikation, CRM, Marktforschung, Social Media, Note: 1,3, Technische Hochschule Wildau, ehem. Technische Fachhochschule Wildau (Wirtschaft, Verwaltung und Recht), Sprache: Deutsch, Abstract: Die zunehmende Verbreitung von Web 2.0-Technologien stellt neue Anforderungen und birgt neue Potenziale im Customer Relationship Management und Marketing.Diese Arbeit soll ein allgemeines Verständnis für die Dynamik des Begriffs Web 2.0 schaffen. Die Funktionsweisen der verschiedenen Technologien des Web 2.0 werden praxisnah veranschaulicht. Anwendungsbeispiele sollen verdeutlichen, wie das Customer Relationship Management in seinen Prozessen, insbesondere dem Marketing, unterstützt werden kann. Es soll Klarheit darüber entstehen, was von einem Engagement hinsichtlich Web 2.0 erwartet werden kann und in welchen Fällen dieses sinnvoll ist.Weiterhin soll eine Vorstellung darüber entstehen, was Web 2.0 heute bedeutet und bereits in naher Zukunft bedeuten kann.
Stefan Modrow Involving the Question of Utility for the Design of Structured Equity Products in the Wealth Management Market Stefan Modrow Involving the Question of Utility for the Design of Structured Equity Products in the Wealth Management Market Новинка

Stefan Modrow Involving the Question of Utility for the Design of Structured Equity Products in the Wealth Management Market

Doctoral Thesis / Dissertation from the year 2017 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,0, , language: English, abstract: The market for retail investment products is traditionally dominated by saving deposits, various types of funds, and life insurance products. The liberalization of the capital market in the 1990s and the foundation of option exchanges gave more investors access to derivative products. Financial institutions started to manufacture investment products as a combination of zero-coupon bonds or shares and derivatives. Structured equity products are "wrapped" into bond-like structures, receive security identification numbers, and are traded on regulated markets. Issuers quote bid and ask prices to make the products available for buying and selling activities. Investors pay a notional amount upfront in the form of a lump sum and get access to payoff profiles otherwise not offered in the private wealth management market. Financial institutions distribute the structured equity products through their retail advisory channels in which intermediaries give personal advice to retail clients about the attractiveness of products. The financial market crises in the year 2008 made several poor selling practices evident and revealed the existence of questionable structured equity products in the wealth management of financial institutions. The lack of strict governance rules in the issuing...
Client-Consultant Collaboration. Coping with Complexity and Change (PB) Client-Consultant Collaboration. Coping with Complexity and Change (PB) Новинка

Client-Consultant Collaboration. Coping with Complexity and Change (PB)

A volume in Research in Management ConsultingSeries Editor Anthony F. Buono, Bentley UniversityThe tenth volume in the Research on Management Consulting series-Client-ConsultantCollaboration: Coping with Complexity and Change-draws on papers presented at theAcademy of Management's Management Consulting Division International Conferenceon this theme in Copenhagen, Denmark in June 2007. The volume presents twelve chaptersthat explore a broad range of questions and concerns that illustrate the scope andcomplexity of the consultant-client relationship. The chapters illustrate the richness and excitement that takes place notonly in research on consulting but also in its application as the various empirical analyses of consulting in practice portray.
Mohanty Manoj, Gahan Padmabati Supplier Relationship Management . Strategic Outsourcing Mohanty Manoj, Gahan Padmabati Supplier Relationship Management . Strategic Outsourcing Новинка

Mohanty Manoj, Gahan Padmabati Supplier Relationship Management . Strategic Outsourcing

Over the last two decades, managers have witnessed a substantial change in the history, in terms of advances in technology, innovation on substitute products and heighten competition due to globalization of markets. With the rapid changing number of 'world class' competitors across the globe, organizations needs to improve their internal and external processes rapidly in order to stay competitive. This is only possible when the organization enjoys an effective supplier relationship management (SRM) at their place. An effective SRM always starts with the strategic intention of the organization and focus from top management. This book is providing an insight to the SRM and strategic outsourcing from the perspective of Indian manufacturing industries as the contribution of Indian manufacturing sector towards Indian economy is substantial. The working experience and the subject interest of the authors are also one of the reasons why this book is created.
Frank Fabozzi J. Equity Valuation and Portfolio Management Frank Fabozzi J. Equity Valuation and Portfolio Management Новинка

Frank Fabozzi J. Equity Valuation and Portfolio Management

5972.33 руб. или Купить в рассрочку!
A detailed look at equity valuation and portfolio management Equity valuation is a method of valuing stock prices using fundamental analysis to determine the worth of the business and discover investment opportunities. In Equity Valuation and Portfolio Management Frank J. Fabozzi and Harry M. Markowitz explain the process of equity valuation, provide the necessary mathematical background, and discuss classic and new portfolio strategies for investment managers. Divided into two comprehensive parts, this reliable resource focuses on valuation and portfolio strategies related to equities. Discusses both fundamental and new techniques for valuation and strategies Fabozzi and Markowitz are experts in the fields of investment management and economics Includes end of chapter bullet point summaries, key chapter take-aways, and study questions Filled with in-depth insights and practical advice, Equity Valuation and Portfolio Management will put you in a better position to excel at this challenging endeavor.
Christin Wessels Critical analysis of investment management within company successions Christin Wessels Critical analysis of investment management within company successions Новинка

Christin Wessels Critical analysis of investment management within company successions

Seminar paper from the year 2017 in the subject Business economics - Investment and Finance, grade: 1,7, University of applied sciences Dortmund, course: Investment, language: English, abstract: Company successions are an important theme for the economy. The amount of enterprises, which search for a successor, increased in the last years. Especially small and medium-sized enterprises are affected by this issue. In this case the issue arises, that no internal successor is available. That's why external opportunities have to be considered. Among options like foundations or management buy-outs, private equity investors are one possibility of a successor. These investors bring new equity and know how into the enterprise. On the other side, private equity firms often invest only for a defined period and focus on the return on investments. That's why private equity firms mention in the sales contract specific rights and agreements. These rights include e.g., that other shareholder have to sell their shares, if the private equity firm wants to sell its shares. Furthermore, if the private equity firm wants to go public, the other shareholders must agree. If these rights are reflected in the sales contract, the private equity firm has the total power over the enterprise. That's why especially in the contract phase the current entrepreneur should be alerted, what agreements are reflected in the contract. Otherwise the PE firm holds sway over the whole company. After the def...
Michel Chevalier Luxury Retail Management. How the World's Top Brands Provide Quality Product and Service Support Michel Chevalier Luxury Retail Management. How the World's Top Brands Provide Quality Product and Service Support Новинка

Michel Chevalier Luxury Retail Management. How the World's Top Brands Provide Quality Product and Service Support

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Noted experts offer invaluable insights into the glamorous world of luxury retail Luxury Retail Management is your gold-plated ticket to the glamorous world of luxury retail. Defining all the tools that are necessary to manage luxury stores, from the analysis of location and design concept, to the selection, training, and motivation of the staff, the book covers everything you need to know to enter, expand, understand, and succeed in the world of luxury retail. Reaching the luxury customer is no longer the domain of the exclusive salon—the global luxury market boom and the phenomenal growth of luxury stores now views the retail sector as key to driving brand profitability. In dealing with this rapid change, luxury brands have experienced a steep learning curve and accumulated bags of retail expertise. And while some of the luxury retail rules and models in this book are exclusive to the luxury market, many have lessons for the whole retail sector. Examines the essential aspects of luxury customer relationship management, personal sales, and the customer experience Delves into the sophisticated business models that luxury brands have developed based on a mix of directly-operated-stores and wholesale Covers the management essentials—distribution, location, design, merchandising, pricing, brand promotion, and the management agenda for success Written by respected experts Michel Chevalier and Michel Gutsatz, who lend their solid academic credentials and professional expertise to the subject, Luxury Retail Management asks and answers the questions that retail professionals need to understand in order to thrive in the luxury market.
Jörg Pfeiffenbrück The role of CRM within corporate strategy Jörg Pfeiffenbrück The role of CRM within corporate strategy Новинка

Jörg Pfeiffenbrück The role of CRM within corporate strategy

Inhaltsangabe:Abstract: Doing business is easy. Doing business successfully is difficult. Doing business successfully in the long run is a real challenge to management and employees. Companies are driven by the pursuit for growth, and profitability. The increasing globalization process is creating fierce competition. The need for a clear strategy, a guideline is essential to succeed permanently. This means to shift the concentration from short term objectives to long term ones, based on the main determents of success – the customer. The purpose is to find out whether companies are putting strategic emphasis on Customer Relationship Management (CRM), that is, if companies perceive CRM as an important part of their strategy in general or if CRM is an unused tool and is given less intention. Two parts – a theoretical and an empirical one – are the main components of this thesis. The theoretical part covers three important issues – strategy, CRM and the combined view on both single parts. The empirical study is based on a quantitative method – a questionnaire containing 10 general questions regarding CRM and strategy – which includes the response of 106 companies mainly from Sweden and Germany. Stating to be customer oriented is only one thing of the medal. To obtain and to maintain customer focus when doing business is far more difficult. It demands understanding of the complexity, commitment, expertise and time. Obstacles derive from a false interpretation of what customer-led ...
Bart Baesens Analytics in a Big Data World. The Essential Guide to Data Science and its Applications Bart Baesens Analytics in a Big Data World. The Essential Guide to Data Science and its Applications Новинка

Bart Baesens Analytics in a Big Data World. The Essential Guide to Data Science and its Applications

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The guide to targeting and leveraging business opportunities using big data & analytics By leveraging big data & analytics, businesses create the potential to better understand, manage, and strategically exploiting the complex dynamics of customer behavior. Analytics in a Big Data World reveals how to tap into the powerful tool of data analytics to create a strategic advantage and identify new business opportunities. Designed to be an accessible resource, this essential book does not include exhaustive coverage of all analytical techniques, instead focusing on analytics techniques that really provide added value in business environments. The book draws on author Bart Baesens' expertise on the topics of big data, analytics and its applications in e.g. credit risk, marketing, and fraud to provide a clear roadmap for organizations that want to use data analytics to their advantage, but need a good starting point. Baesens has conducted extensive research on big data, analytics, customer relationship management, web analytics, fraud detection, and credit risk management, and uses this experience to bring clarity to a complex topic. Includes numerous case studies on risk management, fraud detection, customer relationship management, and web analytics Offers the results of research and the author's personal experience in banking, retail, and government Contains an overview of the visionary ideas and current developments on the strategic use of analytics for business Covers the topic of data analytics in easy-to-understand terms without an undo emphasis on mathematics and the minutiae of statistical analysis For organizations looking to enhance their capabilities via data analytics, this resource is the go-to reference for leveraging data to enhance business capabilities.
Customer Based Brand Equity of Oil Marketing Companies in India Customer Based Brand Equity of Oil Marketing Companies in India Новинка

Customer Based Brand Equity of Oil Marketing Companies in India

For a Brand to have value it must be valued by the customers.Brand equity is an asset of the company which is intangible and depends on customer brand association resulting to brand loyalty. India's oil market has so far been dominated by Public Sector Oil marketing Companies especially in the marketing of petroleum products. The customer behaviour that has intrigued the marketers and researchers for long, has been the indifferent behaviour exhibited by fuel consumers while making choice amongst these three public sector oil marketing to refuel their vehicles, one due to no price difference in the petrol marketed by oil marketing companies and secondly there is no perceived quality difference communicated to the customers. This research is an attempt to understand the customer based brand equity with the Public Sector Oil Marketing Companies with special reference to the city of Indore.The research highlights the level of brand awareness, perceived brand quality, brand association and brand loyalty expressed by the customers for each of the public sector oil marketing companies i.e. HPCL, BPCL and IOCL.
André Hahn Social Software im Customer Relationship Management André Hahn Social Software im Customer Relationship Management Новинка

André Hahn Social Software im Customer Relationship Management

Das Buch untersucht mögliche Einsatzbereiche von Social Software im Customer Relationship Management innerhalb der chemischen Industrie.Die Definition der Begriffe "Social Software" beziehungsweise "Web 2.0" und "Customer Relationship Management" sowie eine Branchendarstellung der chemischen Industrie gewährleisten ein einheitliches Verständnis der Begrifflichkeiten.Es werden ausgewählte Social Software-Medien vorgestellt und deren Einsatzmöglichkeit im unternehmerischen Umfeld überprüft.Anhand von Kundenanforderungen in der Chemie - in den Bereichen Wasch- und Reinigungsmittel sowie Pharma und Kosmetik - wird das Umsetzungspotential von Social Software innerhalb der chemischen Industrie untersucht. Eine Bewertung der Medien hat das Ziel, besonders geeignete Werkzeuge für diese Branche zu empfehlen. Abschließend wird ein Konzept zu einer Unternehmensplattform unter Verwendung von Social Software vorgestellt.
Robert R. Moeller Executive's Guide to COSO Internal Controls. Understanding and Implementing the New Framework Robert R. Moeller Executive's Guide to COSO Internal Controls. Understanding and Implementing the New Framework Новинка

Robert R. Moeller Executive's Guide to COSO Internal Controls. Understanding and Implementing the New Framework

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Essential guidance on the revised COSO internal controls framework Need the latest on the new, revised COSO internal controls framework? Executive's Guide to COSO Internal Controls provides a step-by-step plan for installing and implementing effective internal controls with an emphasis on building improved IT as well as other internal controls and integrating better risk management processes. The COSO internal controls framework forms the basis for establishing Sarbanes-Oxley compliance and internal controls specialist Robert Moeller looks at topics including the importance of effective systems on internal controls in today's enterprises, the new COSO framework for effective enterprise internal controls, and what has changed since the 1990s internal controls framework. Written by Robert Moeller, an authority in internal controls and IT governance Practical, no-nonsense coverage of all three dimensions of the new COSO framework Helps you change systems and processes when implementing the new COSO internal controls framework Includes information on how ISO internal control and risk management standards as well as COBIT can be used with COSO internal controls Other titles by Robert Moeller: IT Audit, Control, and Security, Executives Guide to IT Governance Under the Sarbanes-Oxley Act, every corporation has to assert that their internal controls are adequate and public accounting firms certifying those internal controls are attesting to the adequacy of those same internal controls, based on the COSO internal controls framework. Executive's Guide to COSO Internal Controls thoroughly considers improved risk management processes as part of the new COSO framework; the importance of IT systems and processes; and risk management techniques.
Doddie Eiee The influence of social media on relationship marketing Doddie Eiee The influence of social media on relationship marketing Новинка

Doddie Eiee The influence of social media on relationship marketing

Bachelor Thesis from the year 2012 in the subject Communications - Multimedia, Internet, New Technologies, grade: 2:1, , language: English, abstract: Relationship and Social media are the two terms that coexist interdependently. Due to the trending power growth of social media, the power has practically gone with the customer side in business areas as social media has given customers convenient access to information. Over times, relationship marketing was only associated with the efforts pulled offline. So to prove the principle aim, three case studies would be considered that would relate the role of online medium that is Social media, in building Customer valued relationships. To examine the details of the provided case studies, exploratory approach is adopted by considering the role of social media used for the sake of marketing. By providing sufficient examples and instances, it will be delineated that customer's trust and loyalty can be achieved by making use of the online media. The study would be concluded by generalizing the main aspects that determine the customer relationship and how they are influenced by social media.
Errol Allen Keys to Delivering Amazing Customer Service Errol Allen Keys to Delivering Amazing Customer Service Новинка

Errol Allen Keys to Delivering Amazing Customer Service

Learn basic steps to creating both a customer and employee friendly company from the insights of a consultant who spent 25+ years in Corporate America.Discover why it's important to develop a customer service strategy that focuses on both the external and internal customer.
Apurv Batra Room Capitalization to Customer Capitalization Apurv Batra Room Capitalization to Customer Capitalization Новинка

Apurv Batra Room Capitalization to Customer Capitalization

Research Paper (undergraduate) from the year 2007 in the subject Tourism, grade: A, University of Huddersfield, course: Revenue Management, language: English, abstract: Customers today are in a fast advancing world and are nowadays considered to be hotel's biggest asset. As without a demand there is no sense in running a hotel. Customers play a huge role in today's hotel industry, as hotels earn revenue from customers, hence they should be the focus to provide consistency with regards to business, and making them assets to the hotel. But by just making them assets to the hotel, it is not good enough for this ever changing industry and with the advent of technology the value of customers increase as it would also be easier to establish their current worth and plan for the future. Hence hotels would have to look beyond their customer's money, with a view of customers as a measure of their overall performance apart from their physical assets. This performance indicator namely REVPAC (Revenue per available customer) could be used to analyze the hotels revenue per customer with regards to its status in a market share and customer capitalization.The focus and importance of customers is therefore becoming a glaring significance in the hotel industry. Hotels with efficient customer relationship management systems are able to breach all sorts of customer related problems. With the ever increasing demand for rooms in India, the need to satisfy the customers with what is ava...
Sean Miller Private Equity Investment - A theoretical Analysis of Process, Parties and Requirements Sean Miller Private Equity Investment - A theoretical Analysis of Process, Parties and Requirements Новинка

Sean Miller Private Equity Investment - A theoretical Analysis of Process, Parties and Requirements

Studienarbeit aus dem Jahr 2011 im Fachbereich BWL - Investition und Finanzierung, FOM Essen, Hochschule für Oekonomie & Management gemeinnützige GmbH, Hochschulleitung Essen früher Fachhochschule (-), Veranstaltung: Investment & Controlling, Sprache: Deutsch, Abstract: The majority of companies are in need of investment capital to pursue their growth strategies. Also, a large number of companies only display a low equity ratio and as a result possess bad credit worthiness. In this regard, Private Equity represents a good alternative solution providing investment capital. It allows companies to make investments to solidify or improve their position among the competitors on the market. In times where banks and credit institutions exercise restraints, the interest of companies in Private Equity even increases. Nevertheless, particularly in Germany the growing importance of Private Equity is accompanied by great controversy. One group argues that often the Private Equity investors in their function as majority shareholders neglect the sustainable development of their portfolio companies in favor of their temporary value increase. On the other hand numerous studies indicate that companies benefit from Private Equity investments. According to these studies, companies, which have entered cooperation with Private Equity investors, comparatively, display stronger revenue growth and productivity and also generate more jobs.1 In this respect, the quality of the partnership betw...
Roland Smart The Agile Marketer. Turning Customer Experience Into Your Competitive Advantage Roland Smart The Agile Marketer. Turning Customer Experience Into Your Competitive Advantage Новинка

Roland Smart The Agile Marketer. Turning Customer Experience Into Your Competitive Advantage

The marketer's guide to modernizing platforms and practices Marketing in the digital era is a whole new game: it's fundamentally about competing on the customer experience. Marketers must integrate a complex set of technologies to capture the customer's digital body language—and thereby deliver the right experiences, at the right times, via the right channels. This approach represents a formidable technological and practical challenge that few marketers have experience with. The methods that enable marketers to meet this challenge are emerging from an unexpected place: the world of software development. The Agile methodologies that once revolutionized software development are now revolutionizing marketing. Agile provides the foundation for alignment between the marketing and product management sides. It can unleash a whole array of new marketing opportunities for growth hacking as well as for «baking» marketing directly into your products or services. Beyond that, as a discipline it can serve as a bridge to strategic alignment, positioning the chief marketing officer alongside the chief product officer as the two primary drivers of the business. Written by a premier practitioner of modern marketing, this book will provide you with: Insights on the evolution of product development and management in the organization—and why marketing must partner with them in the new era An understanding of Agile methods and their application to marketing A plan for integrating Agile with your traditional methods Tactics to drive alignment with product management A pathway to becoming the steward of customer experience Rich with examples, case studies, illustrations, and exercises drawn from the author's wide-ranging experience (from startups to a top global technology company), The Agile Marketer will help you transform marketing in your organization, in spirit and practice—and help realize its critical roles in product management and the customer experience.
Manahil AlQulaity, Wejdan Bajaber Total Quality Management Dimension, Implementation and IT support Manahil AlQulaity, Wejdan Bajaber Total Quality Management Dimension, Implementation and IT support Новинка

Manahil AlQulaity, Wejdan Bajaber Total Quality Management Dimension, Implementation and IT support

Research Paper (postgraduate) from the year 2016 in the subject Business economics - Business Management, Corporate Governance, , course: Total Quality Management, language: English, abstract: This paper is examining the relationship between total quality management and information technology and how both can affect the organization management. An overview about the subject was provided in the literature review section. TQM dimension and IT impact on organization were examined through life examples of McDonald's case study that spotlight TQM dimensions and the implementation tool applied, and Microsoft case study that shows the role played by information technology to support the TQM methodology and technique of implementation.An organization needs to be competitive in today's challenging market by several ways such as enhancing their quality and productivity; this can be done by producing more in less time and reducing the cost which is called optimization. Information technology is an important factor to help an organization to achieve its goals and mission. Total quality management (TQM) is a way of managing an organization that uses all potential capabilities to improve quality and productivity in which all companies are aiming for. TQM is customer based philosophy where all resources, business processes, culture, behavior, and organization of a company are managed and well integrated to ensure customer satisfaction (Mare fat & Faridfathi, 2015). TQM as define...
Alexander Berger Compare and contrast the means by which a company can internationalise its operations Alexander Berger Compare and contrast the means by which a company can internationalise its operations Новинка

Alexander Berger Compare and contrast the means by which a company can internationalise its operations

Research Paper (undergraduate) from the year 2011 in the subject Business economics - Business Management, Corporate Governance, grade: 85%, University of Sunderland, course: International Business Environment (PGBM04), language: English, abstract: In terms of management philosophies, companies can be categorized as ethnocentric (homemarket oriented), polycentric (oriented toward individual foreign markets), regioncentric or geocentric (oriented toward larger areas, even the global market place) (Czinkota, 1999, pp.395). Nevertheless, the world economy is more and more characterised by an increased internationalisation in which companies see a chance to improve their long-term competitiveness, to increase their profitability as well as to balance the economic cycle of the home market by diversify the risk internationally. In addition, there are non-economic motives such as to obtain power and influence as well as to gain prestige. However, to internationalise successfully companies must create a strategy of internationalisation. Part of this strategy is for instance the choice of the target market and the timing of entering a market. In addition, a strategy can be created based on the control aspect, the capital employed as well as how much risk is involved in internationalising the operations. Referring to this,there are several modes a company can choose to internationalise its operation, which can be divided into equity and non-equity modes. In general, non-equity modes su...
Daniel Kemmis Community and the Politics of Place Daniel Kemmis Community and the Politics of Place Новинка

Daniel Kemmis Community and the Politics of Place

Thomas Jefferson envisioned a nation of citizens deeply involved in public life. Today Americans are lamenting the erosion of his ideal. What happened in the intervening centuries? Daniel Kemmis argues that our loss of capacity for public life (which impedes our ability to resolve crucial issues) parallels our loss of a sense of place. A renewed sense of inhabitation, he maintains -of community rooted in place and of people dwelling in that place in a practiced way-can shape politics into a more cooperative and more humanly satisfying enterprise, producing better people, better communities, and better places.The author emphasizes the importance of place by analyzing problems and possibilities of public life in a particular place- those northern states whose settlement marked the end of the old frontier. National efforts to "keep citizens apart" by encouraging them to develop open country and rely upon impersonal, procedural methods for public problems have bred stalemate, frustration, and alienation. As alternatives he suggests how western patterns of inhabitation might engender a more cooperative, face-to-face practice of public life.Community and the Politics of Place also examines our ambivalence about the relationship between cities and rural areas and about the role of corporations in public life. The book offers new insight into the relationship between politics and economics and addresses the question of whether the nation-state is an appropriate entity for the...
Bowen White Private Equity in Action. Case Studies from Developed and Emerging Markets Bowen White Private Equity in Action. Case Studies from Developed and Emerging Markets Новинка

Bowen White Private Equity in Action. Case Studies from Developed and Emerging Markets

3769.72 руб. или Купить в рассрочку!
Global Best Practice in Private Equity Investing Private Equity in Action takes you on a tour of the private equity investment world through a series of case studies written by INSEAD faculty and taught at the world's leading business schools. The book is an ideal complement to Mastering Private Equity and allows readers to apply core concepts to investment targets and portfolio companies in real-life settings. The 19 cases illustrate the managerial challenges and risk-reward dynamics common to private equity investment. The case studies in this book cover the full spectrum of private equity strategies, including: Carve-outs in the US semiconductor industry (LBO) Venture investing in the Indian wine industry (VC) Investing in SMEs in the Middle East Turnaround situations in both emerging and developed markets Written with leading private equity firms and their advisors and rigorously tested in INSEAD's MBA, EMBA and executive education programmes, each case makes for a compelling read. As one of the world's leading graduate business schools, INSEAD offers a global educational experience. The cases in this volume leverage its international reach, network and connections, particularly in emerging markets. Private Equity in Action is the companion to Mastering Private Equity: Transformation via Venture Capital, Minority Investments & Buyouts, a reference for students, investors, finance professionals and business owners looking to engage with private equity firms. From deal sourcing to exit, LBOs to responsible investing, operational value creation to risk management, Mastering Private Equity systematically covers all facets of the private equity life cycle.
Mark Allen Master Data Management in Practice. Achieving True Customer MDM Mark Allen Master Data Management in Practice. Achieving True Customer MDM Новинка

Mark Allen Master Data Management in Practice. Achieving True Customer MDM

4712.15 руб. или Купить в рассрочку!
In this book, authors Dalton Cervo and Mark Allen show you how to implement Master Data Management (MDM) within your business model to create a more quality controlled approach. Focusing on techniques that can improve data quality management, lower data maintenance costs, reduce corporate and compliance risks, and drive increased efficiency in customer data management practices, the book will guide you in successfully managing and maintaining your customer master data. You'll find the expert guidance you need, complete with tables, graphs, and charts, in planning, implementing, and managing MDM.
Al-Otaibi Faihan Mosaad Saud, Islam Rabiul Total quality management practices Al-Otaibi Faihan Mosaad Saud, Islam Rabiul Total quality management practices Новинка

Al-Otaibi Faihan Mosaad Saud, Islam Rabiul Total quality management practices

In this book the most important is the effectiveness of total quality management initiatives that result in sustainable competitive advantage and enhanced business performance have been a major subject of interest for business and academia. Total quality management is about continuous organisational success based on customer satisfaction and the contribution of all employees constantly working to enhance organisational processes, services, and products. This study investigated total quality management practices, quality culture, and their relationships with competitiveness among Saudi Arabian contractors. Specifically, the study examined the role of quality culture in mediating the relationship between total quality management practices and competitiveness. Thus, a quantitative approach using the survey method was employed. The key findings were the confirmation of significant relationships between all total quality management practices and competitiveness, significant relationships between total quality management practices and quality culture, and a positive relationship between quality culture and competitiveness.

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Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you'll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or training session. The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction. Understand the fundamental principles of the customer relationship Implement the IDIC model to improve CRM ROI Identify essential metrics for CRM evaluation and optimization Increase customer loyalty to drive profits and boost margins Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal—but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.
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