by
Raab, Gerhard.
Call Number
658.812 CUS
Publication Date
2008
Format:
Books
Relevance:
4.0962
by
Saville, James.
Call Number
658 SAV
Publication Date
2002
Summary
Managing effectively: customer service, continuous improvement, innovation and change
Format:
Books
Relevance:
4.0706
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by
Verhasselt, Peter.
Call Number
658.812
Publication Date
2018
Format:
Electronic Resources
Relevance:
3.9174
by
Nykamp, Melinda.
Call Number
658.812 21
Publication Date
2001
Summary
Annotation Customer Relationship Management (CRM) is the buzz of the business world. Broader than the age-old principle that "the customer is always right," CRM targets profitable ways to act on that premise, at all times, across all channels & function -keeping the customer coming back for more. Now, THE CUSTOMER DIFFERENTIAL provides a game plan for implanting CRM at the core of every organization. More than any other book before, it supplies the step-by-step guidelines complemented by illuminating case studies on how to put into practice this powerful new directive, including how to: Implement a four-step planning process to ensure a successful CRM initiative, Refocus the business & organize the entire company around CRM, Support CRM using metrics & analytics, as well as systems & technology, Transform customer interactions in every department & at every customer touchpoint. Publisher Fact Sheet Provides a plan for implementing Customer Relationship Management (CRM) at the core of every organization. Annotation The Complete Guide to Implementing Customer Relationship Management.
Format:
Electronic Resources
Relevance:
3.9146
by
Piercy, Nigel.
Call Number
658.812 22
Publication Date
2009
Summary
A revolution is taking place in the way companies organize and manage the 'front-end' of their organization, where it meets its customers. This book aims to provide insights into how this revolution is unfolding and to provide a framework for executives and management students to address the issues involved. - ;A revolution is taking place in the way companies organize and manage the 'front-end' of their organization, where it meets its customers. Traditional concepts of sales management, account management, and customer service are being overtaken by initiatives like customer business develop.
Format:
Electronic Resources
Relevance:
3.8918
by
Doane, Darryl.
Call Number
658.43
Publication Date
2008
Summary
These are trying times. The economy has created an environment that forces customers to make more decisions, be more selective and cut back on items they may not have given a second thought to only a year ago. How can you ensure your company survives and thrives? The Constant Customer has the answer. It lays out the necessary guidelines to establishing the proper environment for the constant customer who comes back again and again and again. This book contains guidelines, suggestions, insights and actions to help you. It also offers actions to be taken immediately including always taking care
Format:
Electronic Resources
Relevance:
3.8699
by
Kruger, Elizabeth Rush.
Call Number
658.8 22
Publication Date
2011
Summary
Research verifies that the 80/20 rule summarizes the stable relationship of inputs to outputs-- including the impact of customers on the profit of a business. According to this universal law, a business can predict that the most profitable 20% of its customers generates 80% of its profit from customers and that customers in this top market segment are 16 times more profitable than customers in the bottom market segment. Thus when a business replaces all customers in the bottom market segment with new customers in the top market segment, the business can expect to quadruple its profit from customers.
Format:
Electronic Resources
Relevance:
3.8630
by
Buttle, Francis.
Call Number
658.812
Publication Date
2004
Summary
Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development.Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access.
Format:
Electronic Resources
Relevance:
3.8499
by
Porter, Alan J.
Call Number
658.812
Publication Date
2021
Summary
A compilation of 52 essays about customer experience, written by industry expert Alan J. Porter. These essays address Alan's insights on creating a customer experience that gives customers the content they need within the right context.
Format:
Electronic Resources
Relevance:
3.8373
by
Magaña, Angel.
Call Number
005.3 23
Publication Date
2010
Summary
Annotation SugarCRM is a popular customer relationship management system. It is an ideal way for small-medium business to try out a CRM system without committing large sums of money. Although SugarCRM is carefully designed for ease of use, attaining measurable business gains requires careful planning and research.<br /><br />This book will give you all the information you need to start using this powerful CRM system. It is the definitive guide to implementing SugarCRM. Whether you are wondering exactly what benefits CRM can bring or you have already learned about CRM systems but have yet to implement one or you're working with SugarCRM already, this book will show you how to get maximum benefit from this exciting product. It demonstrates how to install SugarCRM and also how to get the most out of it by customizing it and integrating CRM into your organization as per your needs.<br /><br />Focused on the needs of the enterprise, this book provides a solution-driven approach for both business and IT specialists to get the most from this powerful and popular Open Source application. It begins with a general discussion about CRM. You will then learn the benefits of such systems, and then explore SugarCRM and its unique value. You will then go through the guidelines for installing and making deployment selections that are set out alongside information for identifying, planning, and applying customizations. Training guidelines and ongoing administrative tasks will be discussed as you progress further into the book. A brief overview of SugarCRM 6.0 is provided at the end of the book.<br /><br />A complete guide to implementing SugarCRM including needs assessment, installing and using the software, training users, integrating with existing systems, and more.
Format:
Electronic Resources
Relevance:
3.8193
by
Xu, Jun, Ph. D., 1960-
Call Number
658.872 22
Publication Date
2010
Summary
Embarking on electronic business is a challenging task. There is also a lack of clear understanding and comprehensive analysis of various issues and domains of electronic business. This book offers a very comprehensive analysis of concepts, models and infrastructures of e-business. It also presents unique observations of current e-business practices for different organizations in different economies and provides insights on the future of current leading businesses on the net and the trends of e-business. The volume will be an effective and indispensible reference book for professionals who are interested in or dealing with e-business and businesses that are embarking on e-business.
Format:
Electronic Resources
Relevance:
3.8058
12.
by
Armstrong, Gary, author.
Call Number
658.5 PRI
Publication Date
2021
Summary
Annotation. This best-selling and marketing-leading product introduces marketing through the lens of creating value for customers. With engaging real-world examples and information, Principles of Marketing shows students how customer value - creating it and capturing it - drives every effective marketing strategy. The 8th Edition reflects the latest trends in marketing, including new coverage on online, social media, mobile, and other digital technologies to build customer engagement, brand community and sales, as well as wider coverage of cases and examples from an Australian perspective.
Format:
Books
Relevance:
3.4308
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