por
Buttle, Francis.
Signatura topográfica preferida
658.812
Fecha de publicación
2004
Resumen
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.
Formato:
Recursos electrónicos
Relevancia:
85044.2109
por
Raab, Gerhard.
Signatura topográfica preferida
658.812 CUS
Fecha de publicación
2008
Formato:
Libros
Relevancia:
57341.2188
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por
Nykamp, Melinda.
Signatura topográfica preferida
658.812 21
Fecha de publicación
2001
Resumen
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.
Formato:
Recursos electrónicos
Relevancia:
52746.8828
por
Piercy, Nigel.
Signatura topográfica preferida
658.812 22
Fecha de publicación
2009
Resumen
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.
Formato:
Recursos electrónicos
Relevancia:
49105.1680
por
Magaña, Angel.
Signatura topográfica preferida
005.3 23
Fecha de publicación
2010
Resumen
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.
Formato:
Recursos electrónicos
Relevancia:
40548.1953
por
Kruger, Elizabeth Rush.
Signatura topográfica preferida
658.8 22
Fecha de publicación
2011
Resumen
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.
Formato:
Recursos electrónicos
Relevancia:
2.4424
por
Saville, James.
Signatura topográfica preferida
658 SAV
Fecha de publicación
2002
Resumen
Managing effectively: customer service, continuous improvement, innovation and change
Formato:
Libros
Relevancia:
2.1733
por
Xu, Jun, Ph. D., 1960-
Signatura topográfica preferida
658.872 22
Fecha de publicación
2010
Resumen
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.
Formato:
Recursos electrónicos
Relevancia:
1.2686
por
Boatwright, Peter.
Signatura topográfica preferida
658.575
Fecha de publicación
2010
Resumen
Built to Love reveals how companies can create captivating products that energize the marketplace and set the standard for what customers want and expect. Firms often hope the answer is to produce the latest high technology devices only to find that they fail to light up the marketplace. Or firms rely on ads that overstate or mislead, leaving the customer disappointed and disillusioned. Instead, a deeper emotional engagement between the customer and product is required, regardless of whether the products are physical products, services, technologies, software, systems, or brands. Using a com.
Formato:
Recursos electrónicos
Relevancia:
1.0405
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