Business & Management

Customer Relationship Management (CRM)

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Designing and Delivering Superior Customer Value: Concepts, Cases, and Applications

1st Edition

Art Weinstein, William C. Johnson
May 23, 2019

First Published in 1999: This book stresses the service aspects of an organization - especially customer service, marketing, and organizational responsiveness, and how to create and provide outstanding customer value to the target market(s)....

The Emerging Technology of Big Data: Its Impact as a Tool for ICT Development

1st Edition

Heru Susanto, Fang-Yie Leu, Chin Kang Chen
April 03, 2019

Big Data is now highly regarded and accepted as a useful tool to help organizations manage their data and information effectively and efficiently. This new volume, The Emerging Technology of Big Data: Its Impact as a Tool for ICT Development, looks at the new technology that has emerged to meet the...

Service Supply Chain Systems: A Systems Engineering Approach

1st Edition

Tsan-Ming Choi
August 23, 2018

Supply chain management is a well-developed area. The traditional supply chains are dynamic systems which include the forward and reverse flows of physical products and the related information and fund. However, a service supply chain is different because the real "product" may take the form of a "...

Retail Supply Chain Management

2nd Edition

James B. Ayers, Mary Ann Odegaard
October 02, 2017

Retail supply chain consists of multiple segments from sales to distribution to finance. Retail manufacturers rely on a complicated web of suppliers. Customer demand and market competition today requires extreme efficiency from end to end. This book offers the retail supply chain executive with the...

How to Win at CRM: Strategy, Implementation, Management

1st Edition

Seth Kinnett
July 13, 2017

This book provides clarity and guidance on effective strategy, implementation and management of CRM. It explores both the conceptual and cultural context of CRM initiatives along with the particulars of CRM system implementation and management. In order to provide this clarity, it surveyed the...

Hospitality Marketing and Consumer Behavior: Creating Memorable Experiences

1st Edition

Vinnie Jauhari
June 19, 2017

Creating memories and joyous experiences for consumers is a key dimension affecting the profitability and growth of a hospitality firm. Drawing on global experiences, this new book looks at the diverse factors that create these positive experiences and provides insight into marketing and consumer...

Business Excellence: Exceeding Your Customers' Expectations Each Time, All the Time

1st Edition

Suresh Patel
August 01, 2016

An organization seeking to sustain and continually improve its competitive performance over many years must have a strategy – a Business Excellence Strategy.This book guides and illustrates the strategic journey to excellence, from major initiatives through everyday improvement programs, and helps...

Satellite Marketing: Using Social Media to Create Engagement

1st Edition

Kevin Popovic
May 24, 2016

Satellite marketing uses multiple social media sites as a series of marketing sub-stations or "satellites." Each satellite is a stand-alone marketing effort, which means that if and when your prospects are engaged, they are being introduced to your brand, your product and services, and your...

Superior Customer Value: Strategies for Winning and Retaining Customers, Third Edition

3rd Edition

Art Weinstein
February 24, 2012

A customer-centric culture provides focus and direction for the organization, ensuring that exceptional value will be offered to customers — this, in turn, results in enhanced market performance. Unfortunately, caught up in the daily economic and competitive pressures of running complex and...

Revenue Assurance: Expert Opinions for Communications Providers

1st Edition

Eric Priezkalns
March 15, 2011

This cutting-edge reference represents a new phase in the talkRA project—an initiative dedicated to improving the discipline of revenue assurance (RA) for communication providers. From blog to podcasts and now a book, the project offers a platform for a select group of RA experts to share ideas and...

Listening to the Voice of the Market: How to Increase Market Share and Satisfy Current Customers

1st Edition

R. Eric Reidenbach
December 16, 2009

Typically, when companies want to improve their products, they go to their customers. But why not reach further and explore the entire market? In this eye-opening book, Eric Reidenbach goes beyond the "voice of the customer" that so many consultants talk about to introduce you to a groundbreaking...

The Art of Mastering Sales Management

1st Edition

Thomas A. Cook
November 24, 2009

If you believe that the answer no is but a request for more information and understand that the best closing questions are rhetorical, you understand the basic art of sales. If you can teach that art to others, you have the makings of a good sales manager. But not all good sales managers are equal;...

Conferences

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