by
Newman, Martin.
Call Number
658.812
Publication Date
2018
Summary
Transform your business by improving customer experience across the entire end-to-end value chain with this practical guide, including 100 tips and case studies from brands like Amazon, AirBnB and Uber.
Format:
Electronic Resources
Relevance:
3.0287
by
Raab, Gerhard.
Call Number
658.812 CUS
Publication Date
2008
Format:
Books
Relevance:
2.7308
by
Saville, James.
Call Number
658 SAV
Publication Date
2002
Summary
Managing effectively: customer service, continuous improvement, innovation and change
Format:
Books
Relevance:
2.7137
by
Verhasselt, Peter.
Call Number
658.812
Publication Date
2018
Format:
Electronic Resources
Relevance:
2.6116
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:
2.6097
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:
2.5945
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:
2.5797
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:
2.5753
by
Vargo, Stephen L.
Call Number
658.812
Publication Date
2018
Summary
The SAGE Handbook of Service-Dominant Logic, edited by Robert Lusch and Stephen Vargo, is an authoritative guide to scholars across disciplines who are conducting or wish to conduct research on S-D logic.
Format:
Electronic Resources
Relevance:
2.5736
by
Tisch, Jonathan M.
Call Number
647.94068 TIS
Publication Date
2007
Summary
"Blending thought-provoking ideas with down-to-earth advice, this book reveals why creating an intimate, positive, and long-lasting connection with customers is the key to success for the twenty-first-century organization, and illustrates how leaders in any field can accomplish this goal. Entertaining and informative, Chocolates on the Pillow Aren't Enough offers a detailed look at how the right customer experience can produce long-lasting success for any organization."--BOOK JACKET.
Format:
Books
Table of contents only http://www.loc.gov/catdir/toc/ecip074/2006036647.html
Contributor biographical information http://www.loc.gov/catdir/enhancements/fy0741/2006036647-b.html
Publisher description http://www.loc.gov/catdir/enhancements/fy0741/2006036647-d.html
Contributor biographical information http://www.loc.gov/catdir/enhancements/fy0741/2006036647-b.html
Publisher description http://www.loc.gov/catdir/enhancements/fy0741/2006036647-d.html
Relevance:
2.5647
by
Video Education Australasia.
Call Number
TR DVD 658.3145 DEA
Publication Date
2004
Summary
Explains how to deal with difficult customers. Various role plays are included and interviews with professionals in the customer service industry.
Format:
Other
Relevance:
2.5607
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:
2.5462
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