Business & Management

Customer Relationship Management (CRM)

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

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

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...

Service Supply Chain Systems: A Systems Engineering Approach

Tsan-Ming Choi
April 14, 2016

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 "...

Implementing SAP® CRM: The Guide for Business and Technology Managers

Vivek Kale
December 03, 2014

In today's competitive business environment, most companies realize that the better they can manage their customer relationships, the more successful they will become. Customer Relationship Management (CRM) software systems are key tools for companies to manage the customer-facing processes of...

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

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

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

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;...

The Intimate Supply Chain: Leveraging the Supply Chain to Manage the Customer Experience

David Frederick Ross
June 09, 2008

The growing power being exercised by today’s consumer is causing significant paradigm shifts away from traditional marketing. This is leading to a whole new take on the structure and functioning of supply chain management (SCM). It’s no longer so much about improving the manufacturing process as it...

New Methods of Competing in the Global Marketplace: Critical Success Factors from Service and Manufacturing

Richard E. Crandall, William R. Crandall
April 15, 2008

For well over a century, manufacturing has dictated the developmental growth of management in business, mainly in achieving lower costs and higher quality. The strength of the economy, however, continues to move quickly toward the service sector, bringing with it a number of innovative management...

The Call Center Handbook

Keith Dawson
March 30, 2007


The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center

Keith Dawson
November 20, 2003

Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im...