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.

This book aims to help you become an administrative events manager of the highest calibre.

Travel and tour management in the real world, is an essential component of virtually all management positions in tourism. It is important that every tourism student has a reasonable knowledge of these sectors and how they interact with other segments.

Almost all managers will face the issue of dealing with staff whose personal problems are affecting their work and they need the know-how and sensitivity to address such situations. This course introduces counselling techniques and active listening for managers. Chapter 1: Setting the Scene for Counselling. Includes setting the scene for counselling, setting up the meeting in advance, and how to provide a private, unhurried and confidential experience. Chapter 2: A Counselling Meeting. Learn how to encourage them to talk through their problems, the importance of not imposing solutions, and the need to set a review date. Chapter 3: Active Listening. The key elements covered include maintaining attention, the use of positive body language, how to use reflective listening techniques, and how to summarise.

A selection interview is a bit like detective work. Suspects must be eliminated until the right person is found. Making the right choice means knowing the budget was spent well, a valuable asset has been acquired and that colleagues will be motivated by the new team member. However, some get the costly decision wrong by making common mistakes. Chapter 1: Listening to the Candidate. When interviewing a candidate ensure you put them at ease and encourage them to talk. Chapter 2: Probing in Interviews. When probing in interviews make sure you keep control, and don't be afraid to ask the awkward questions.

Management styles are characteristic ways of making decisions and relating to subordinates. The predominant management styles are commonly defined as autocratic, persuasive, consultative, participative and laissez faire. While leaders often exhibit a preference for a particular style of management, it is argued the different styles of leadership should be employed dependent upon the culture of the business, the nature of the task, and the nature of the workforce. Effective management will ensure that the objectives of an organisation are met. This informative programme examines the five management styles, their characteristics, advantages and disadvantages and application to various management situations.

Now in its Fourth Edition, this key text has been fully revised and updated and includes two new chapters on Evaluation and Impact of Events and The Future of the Events Industry. Packed with case studies, both in-text and online, it takes the reader through the whole process of events management.