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:
85044.2109
by
Simos, Theodore E.
Call Number
658.8
Publication Date
2010
Summary
This book is a collection of selected papers presented at the International Conference of Marketing and Management Sciences held from 23 to 25 May 2008 in Athens, Greece. The papers focus on how globalization has had significant impact on companies, societies and individuals alike. They discuss the need for new strategies and practices that can help cope with changes that arise due to globalization. Written in a simple manner, this book will be of interest to academics studying and teaching marketing and management courses and to managers dealing with strategies to cope with changes due to glo
Format:
Electronic Resources
Relevance:
50826.8320
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by
Holmes, Kirsten.
Call Number
338.47910683
Publication Date
2012
Summary
Recent years have seen an explosion in research on tourism volunteering. Volunteers are an essential part of tourism, whether they are volunteering in their local museum, at a sporting mega-event, as an airport ambassador, or travelling the global as a volunteer tourist. Managing Volunteers in Tourism reviews the latest research to highlight the key management issues and relate them to the tourism volunteering context. It includes previously under-researched forms of tourism volunteering such as meet-and-greeters, surf life-savers, conservation, festival, and information centre vol
Format:
Electronic Resources
Relevance:
2.9625
by
Rees, Jonathan, 1966-
Call Number
331.881223340978809041 22
Publication Date
2010
Summary
In response to the tragedy of the Ludlow Massacre, John D. Rockefeller Jr. introduced one of the nation's first employee representation plans (ERPs) to the Colorado Fuel and Iron Company in 1915. With the advice of William Mackenzie King, who would go on to become prime minister of Canada, the plan - which came to be known as the Rockefeller Plan - was in use until 1942 and became the model for ERPs all over the world. In Representation and Rebellion Jonathan Rees uses a variety of primary sources - including records recently discovered at the company's former headquarters in Pueblo, Colorado.
Format:
Electronic Resources
Relevance:
0.9534
by
Jayawardena, Dr Chandana.
Call Number
974.798
Publication Date
2008
Summary
The purpose of this e-book is to provide a backdrop to tourism challenges and solutions in the Niagara Region, and to present the key points discussed during the 2007 WHATT roundtable discussion in the Niagara Region, Canada. The rationale for the e-book is that the private sector and academia must work together in identifying the root causes for key problems and then find practical solutions. Often it is the public sector that leads this process, but it was felt that the private sector and academia should become proactive in finding practical solutions.
Format:
Electronic Resources
Relevance:
0.8636
by
Owen, Harrison, 1935-
Call Number
658.4092 22
Publication Date
2008
Summary
Wave Rider is about leveraging the power of self-organization for high performance in all sizes and types of organizations. Harrison Owen the originator of the internationally popular Open Space Technology organizational change method, shows that self-organization is the most powerful force in organizations??? but a force that is often muffled by well meaning yet constricting management and leadership practices. Using his unique and interesting folksy writing style he reveals that self-organization is the magic behind the immense success of Open Space Technology, and he applies the principles.
Format:
Electronic Resources
Relevance:
0.8084
7.
by
Oshry, Barry, 1932-
Call Number
302.35 22
Publication Date
2007
Summary
"Seeing Systems" is the most accessible, penetrating book available on the dynamics of systems. In it, Oshry explains why so many efforts at creating more satisfying and productive systems end in disappointment, and proposes an entirely new framework for dealing with human behavior.
Format:
Electronic Resources
Relevance:
0.7264
by
Steger, Debra P., 1952-
Call Number
382.92 22
Publication Date
2010
Format:
Electronic Resources
Relevance:
0.4685
by
Robinson, Alan (Alan G.)
Call Number
658.314 22
Publication Date
2004
Format:
Electronic Resources
Relevance:
0.4661
by
Evans, Martin, 1964-
Call Number
965.046 22
Publication Date
2012
Summary
Invaded in 1830, populated by one million settlers who co-existed uneasily with nine million Arabs and Berbers, Algeria was different from other French colonies because it was administered as an integral part of France, in theory no different from Normandy or Brittany. The depth and scale of the colonization process explains why the Algerian War of 1954 to 1962 was one of the longest and most violent of the decolonization struggles. An undeclared war in the sense that there was no formal beginning of hostilities, the war produced huge tensions that brought down four government.
Format:
Electronic Resources
Relevance:
0.3984
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