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
Boutilier, Robert, 1950-
Numéro de rayon préféré
659.2 22
Date de publication
2012
Résumé
Offers a fact-based strategy development process for managing issues and controversies. The book shows practitioners how to ground their strategic advice on empirical research that reveals the socio-political dynamics of the issue. It is the first book to approach issues management from a blended application of advances in stakeholder theory and social network analysis. Readers learn how to track the socio-political environment in order to (a) avoid risks and crises, (b) obtain essential environmental scanning information for strategy development or adjustment, and (c) secure the organization's reputation and access to vital resources.
Format :
Ressources électroniques
Pertinence:
60137.5352
Voir d’autres résultats de recherche
par
Sartain, Libby, 1954-
Numéro de rayon préféré
658.3 22
Date de publication
2003
Résumé
Libby Sartain talks to us with with great examples, and tough love."--Beverly Kaye, author, "Love Em or Leave Em" and "Up Is Not the Only Way."
Format :
Ressources électroniques
Pertinence:
2.1631
par
Edvardsson, Bo, 1952-
Numéro de rayon préféré
658.575 22
Date de publication
2006
Résumé
This book deals with how companies can involve customers or users in order to learn with them in the field of service-based business development. It presents a variety of customer-involvement approaches, methods for learning with customers, and the results of case studies conducted in both service and manufacturing companies focusing on value-creation through services. Based on research carried out by several research groups around the world, as well as on illustrative cases, the book creates new actionable knowledge regarding customer-involvement which will be useful for both practitioners and scholars. The benefits for readers include: an understanding of the business potential of learning with customers and other users; an overview of the fields of new service development and customer-involvement with regard to concepts, theoretical frameworks, and models, in addition to strategies and techniques for involving users in fruitful ways during the innovation process; an illustration of the cases based on the results of empirical studies; and managerial implications and guidelines regarding how to manage customer-involvement during the different phases of the new service and business development process.
Format :
Ressources électroniques
Pertinence:
1.9565
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
par
Doane, Darryl.
Numéro de rayon préféré
658.43
Date de publication
2008
Résumé
These are trying times. The economy has created an environment that forces customers to make more decisions, be more selective and cut back on items they may not have given a second thought to only a year ago. How can you ensure your company survives and thrives? The Constant Customer has the answer. It lays out the necessary guidelines to establishing the proper environment for the constant customer who comes back again and again and again. This book contains guidelines, suggestions, insights and actions to help you. It also offers actions to be taken immediately including always taking care
Format :
Ressources électroniques
Pertinence:
1.2900
par
Video Education Australasia.
Numéro de rayon préféré
TR DVD 658.3145 DEA
Date de publication
2004
Résumé
Explains how to deal with difficult customers. Various role plays are included and interviews with professionals in the customer service industry.
Format :
Autre
Pertinence:
1.2357
par
Osterwalder, Alexander.
Numéro de rayon préféré
658.812
Date de publication
2015
Résumé
The authors of the international bestseller Business ModelGeneration explain how to create value propositions customerscan't resist Value Proposition Design helps you tackle a corechallenge of every business - creating compelling productsand services customers want to buy. This practical book, pairedwith its online companion, will teach you the processes and toolsyou need to succeed. Using the same stunning visual format as the authors'global bestseller, Business Model Generation, this sequel explainshow to use the "Value Proposition Canvas" a practicaltool to design, test, create, and mana
Format :
Ressources électroniques
Pertinence:
0.9978
par
Irons, Ken.
Numéro de rayon préféré
658.812 IRO
Date de publication
1997
Format :
Livres
Pertinence:
0.9857
par
Media, IRB.
Numéro de rayon préféré
658.81200000000001
Date de publication
2022
Format :
Ressources électroniques
Pertinence:
0.9478
par
Osborne, Christina.
Numéro de rayon préféré
658.3145 OSB
Date de publication
2002
Format :
Livres
Pertinence:
0.7938
par
Moscardo, Gianna, 1962-, author.
Numéro de rayon préféré
338.4791 MOS
Date de publication
1999
Résumé
Making Visitors Mindful sets out a series of principles to assist in communicating with visitors. These principles are applicable to a broad range of tourism and recreation settings and are based on a theory of how people deal with, learn, and use new information. This mindfulness/mindlessness model of human information processing has been tested and used in a range of business, educational, medical, and other social problems. Making Visitors Mindful offers: Principles and examples relevant and applicable to a broad range of tourism and recreation settings; directions for planning, design, and management of educational programs and other visitor communications services that are based on a large body of applied and relevant research evidence; and a theory which is easily assessable to managers and that can be used to generate ideas for communications with visitors in many different places.
Format :
Livres
Pertinence:
0.5240
Limiter les résultats de recherche
Affiner par :