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
Aaker, David A.
Call Number
658.8 AAK
Publication Date
2011
Format:
Books
Relevance:
77632.2031
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by
Aaker, David A.
Call Number
658.8 AAK
Publication Date
2008
Summary
"Significantly revised, with a wealth of new and updated material, "Strategic Market Management, 8th Edition" remains the most authoritative guide to creating business strategies that will be relevant and compelling to customers, sustainable even in face of competitive attack, and maximize the assets and competencies of your organization."--BACK COVER.
Format:
Books
Table of contents only http://www.loc.gov/catdir/toc/fy0805/2008274680.html
Relevance:
77632.1094
by
Aaker, David A.
Call Number
658.8 AAK
Publication Date
2005
Summary
This Australasian adaption of Aaker's popular Strategic Marketing Management text retains the conciseness of the original, while bringing an abundance of local examples to enhance the text's relevance to undergraduate students from Ausralia, New Zealand, and the Asia Pacific. Author Mills from Griffith University, Qld.
Format:
Books
Relevance:
63389.8008
by
Goldenberg, Jacob, 1962-
Call Number
658.57 22
Publication Date
2002
Format:
Electronic Resources
Relevance:
3.0110
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:
2.4424
by
Kotler, Philip, 1931-
Call Number
658.8 PRI
Publication Date
2008
Format:
Books
Relevance:
1.6924
by
Armstrong, Gary (Gary M.)
Call Number
658.8 PRI
Publication Date
2012
Format:
Books
Relevance:
1.6529
by
Reed, Peter W., 1944-
Call Number
658.802 REE
Publication Date
2003
Summary
This text provides students and marketing professionals with a step by step guide to each stage of the marketing plan and strategy development process. The text is written in simple and concise language.
Format:
Books
Relevance:
1.6413
by
Proctor, Tony.
Call Number
658.802 21
Publication Date
2000
Summary
A fresh and thorough examination of competitive marketing strategy. This new introductory text highlights the importance of adopting new marketing practices to reap most benefit from the business opportunities of the twenty-first century.
Format:
Electronic Resources
Relevance:
1.6005
by
Bronson, Howard F., 1953-
Call Number
658.8 22
Publication Date
2011
Format:
Electronic Resources
Relevance:
1.5808
by
Ruskin-Brown, Ian.
Call Number
658.8 22
Publication Date
2006
Format:
Electronic Resources
Relevance:
1.5690
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