par
Buttle, Francis.
Numéro de rayon préféré
658.812
Date de publication
2004
Résumé
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 :
Ressources électroniques
Pertinence:
85044.2109
par
Kandampully, Jay.
Numéro de rayon préféré
658.87
Date de publication
2011
Résumé
This book examines critical service-management concepts that have direct application in the retail industry. Case examples from around the world show how to gain customer loyalty, achieve market leadership, and ensure profitability in the retail sector.
Format :
Ressources électroniques
Pertinence:
71877.8672
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par
Voudouris, Christos.
Numéro de rayon préféré
658.812
Date de publication
2007
Résumé
Service chain management enables service organisations to improve customer satisfaction and reduce operational costs through intelligent and optimised forecasting, planning and scheduling of the service chain, and its associated resources such as people, networks and other assets. The area is quite broad, covering field force and workforce automation, network and asset planning and also aspects of, customer relationship management, human resources systems and enterprise resource planning. Furthermore, it addresses the key challenge of how all these technologies and systems are integrated into
Format :
Ressources électroniques
Pertinence:
57340.0000
4.
par
Berkovi, Jack.
Numéro de rayon préféré
658.812
Date de publication
2014
Résumé
How do firms become Client-centric? Effective Client Management in Professional Services is about putting the Client first, everywhere, in the activities of professional services firms. The book introduces The Client Management Model to enable firms to assess their level of Client orientation and relationship development. It also features The Client Management Index which enables firms to benchmark their result against their peers. Many firms are still developing and improving their commercial structures and approaches to attract, develop and retain Clients. Characteristically, professional services firms tend to lag their consumer goods and service industry counterparts in overall commerciality. Only recently have they discovered the value of having a strong brand promise with the associated employee engagement. In many firms achievement of Client satisfaction is not a strategic objective; this may need to be reviewed. This book provides a comprehensive, pragmatic guide to the Client relationship journey, from identifying potential Clients to their engagement, care, retention, development, loyalty and beyond. The handbook format has exercises and tools which can help to establish which Clients are likely to be the most lucrative and thus provide the desired financial returns. The book also includes insights from top practitioners, anecdotes, case studies, charts and useful exercises and checklists. Readers can also determine their own level of effectiveness using the end of chapter reviews and a diagnostic tool to produce a Client Management Profile.
Format :
Ressources électroniques
Pertinence:
54899.1836
par
Adams, Rick.
Numéro de rayon préféré
658.812
Date de publication
2019
Format :
Ressources électroniques
Pertinence:
50827.2383
par
Piercy, Nigel.
Numéro de rayon préféré
658.812 22
Date de publication
2009
Résumé
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 :
Ressources électroniques
Pertinence:
49105.1680
par
Yorgov, Ivaylo.
Numéro de rayon préféré
658.812
Date de publication
2022
Format :
Ressources électroniques
Pertinence:
44826.9180
par
William Angliss Institute
Numéro de rayon préféré
DVD 647 DEA
Date de publication
2005
Résumé
Demonstrates some basic skills required when dealing with customers and clients, demonstrating both appropriate and inappropriate behaviour.
Format :
Disque vidéo
Pertinence:
1.6131
par
Pine II, B. Joseph.
Numéro de rayon préféré
658.56
Date de publication
2019
Format :
Ressources électroniques
Pertinence:
1.5914
par
Pine, B. Joseph
Numéro de rayon préféré
658.56 PIN
Date de publication
1999
Résumé
With The Experience Economy, Pine & Gilmore explore how successful companies - using goods as props and services as the stage - create experiences that engage customers in an inherently personal way. Why does a cup of coffee cost more at a trendy cafe than it does at the corner diner or when brewed at home? It's the value that the experience holds for the individual that determines the worth of the offering and the work of the business. From online communities to airport parking, the authors draw from a rich and varied mix of examples that showcase businesses in the midst of creating engaging experiences for both consumers and corporate customers. Make no mistake, say Pine & Gilmore: goods and services are no longer enough. Experiences are the foundation for future economic growth, and The Experience Economy is the playbook from which managers can begin to direct new performances.
Format :
Livres
Table of contents http://lcweb.loc.gov/catdir/toc/98-33202.html
Publisher description http://www.loc.gov/catdir/enhancements/fy1311/98033202-d.html
Publisher description http://www.loc.gov/catdir/enhancements/fy1311/98033202-d.html
Pertinence:
1.5415
11.
par
Christ-Brendemühl, Sonja, author.
Numéro de rayon préféré
658.812 CHR
Date de publication
2022
Format :
Ressources électroniques
Pertinence:
1.3485
par
Toporek, Adam
Numéro de rayon préféré
658.812 TOP
Date de publication
2015
Résumé
On the front lines of customer service, every day presents new and unexpected challenges-and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help.Be Your Customer's Hero answers the call. The book provides customer-facing professionals with short, simple, actionable advice designed to transform them into heroes in the eyes of the customers they serve.
Format :
Ressources électroniques
Pertinence:
1.3158
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