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Author: Francis Buttle
Publisher: Routledge
ISBN: 1856175227
Category : Business & Economics
Languages : en
Pages : 495
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Book Description
This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.
Author: Francis Buttle
Publisher: Routledge
ISBN: 1856175227
Category : Business & Economics
Languages : en
Pages : 495
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Book Description
This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.
Author: Paul Greenberg
Publisher: McGraw Hill Professional
ISBN: 0072264403
Category : Computers
Languages : en
Pages : 690
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Book Description
Updated to reflect the major changes in Customer Relationship Management (CRM) in the last few years, this third edition of CRM at the Speed of Light: Capturing and Keeping Customers in Real Time is a must-read for executives looking to leverage the latest technologies on the market to reach and retain customers. Learn CRM concepts, discover what tools are available and which ones are suitable for your business, and get practical, expert advice on avoiding common pitfalls.
Author:
Publisher:
ISBN:
Category : Business
Languages : en
Pages : 1058
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Book Description
Author: Lan Tao
Publisher: Springer Nature
ISBN: 981191169X
Category : Business & Economics
Languages : en
Pages : 257
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Book Description
This book reviews the three life-and-death crisis moments that Huawei experienced during its growth and the major transformation process triggered by these crises. It describes in detail how Huawei thinks about future strategies at these critical moments and how to implement these strategies during its daily work. This book involves the content of corporate globalization strategy decision making, overseas marketing, change management, etc. This book is suitable for middle and senior managers of the enterprises facing difficulties in product development, market development, and business model transformation, especially in the information and communication industry, manufacturing, etc. And it helps to inspire researchers and students, consultants, and trainers who major in corporate transformation, strategic management, and international marketing.
Author: Adrian Payne
Publisher: Routledge
ISBN: 1136400176
Category : Business & Economics
Languages : en
Pages : 460
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Book Description
Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.
Author: Hans Peter Peter Bech
Publisher: Tbk Publishing(r)
ISBN: 9788793116160
Category :
Languages : en
Pages : 222
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Book Description
"Building Successful Partner Channels" is a book laying out the roadmap for achieving global market leadership through independent channel partners in the software industry. When Microsoft acquired Navision in 2002 there is no doubt that the price they paid was heavily influenced by the value of our channel partner eco-system. I can think of no one better suited than Hans Peter to write a book with the title Building Successful Partner Channels. Preben Damgaard, Co-founder and CEO of Navision Predictable growth and market leadership through independent channel partners are on every software industry CEO and sales executives' mind. However, it is rarely achieved. With "Building Successful Partner Channels" Hans Peter Bech provides a great tactical approach toward reaching this goal. Torulf Nilsson, Product Executive, Visma Retail, Oslo, Norway Hans Peter Bech has been at the forefront developing indirect channels in the software industry for more than three decades and his track record is impressive. I'd highly recommend this book to anyone searching for the route to global market leadership in the software industry. Yusuf Soner, School of Management at the Sabanci University, Istanbul, Turkey Building Successful Partner Channels provides a powerful, practical approach to building a strong network of independent channel partners, so as to optimize sales and marketing activities. The book helps senior sales and marketing executives understand how to work in concert to achieve global market leadership through the indirect-channel approach. Toke Kruse, Founder and CEO at Billy, San Francisco, USA
Author: David Taber
Publisher: Pearson Education
ISBN: 0131366106
Category : Computers
Languages : en
Pages : 950
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Book Description
Drive Better Productivity and Increase Saleswith Salesforce.com–Starting Now Discover Real-World Best Practices—Without Paying Expensive Consultants You’re investing in Salesforce.com for one reason: to drive major performance improvements across your entire organization. Salesforce.com® Secrets of Success will help you do just that. Drawing on his experience with dozens of deployments, author David Taber offers expert guidance on every aspect of Salesforce.com deployment, with results-focused best practices for every area of the organization touched by Salesforce.com, including sales, marketing, customer service, finance, legal, and IT. This is information you’d otherwise have to pay a consultant $300/hour to get...information you won’t find in any other book! Taber walks you through developing a comprehensive and effective implementation strategy, followed by tactics and specifics to overcome every challenge you face, including internal politics. Through this book and its companion Web site, www.SFDC-secrets.com, Taber provides questionnaires, step-by-step guides, and extensive resources–all part of the Revenue Overdrive™ system that gives your organization maximum results from Salesforce.com. Achieve higher end-customer satisfaction and dramatic sales productivity gains Use the SFA Maturity Model™ to assess readiness, fill gaps, and gain early, deep user adoption Overcome “people, product, and process” pitfalls that can limit the value of Salesforce.com Learn which tools, add-ons, features, and extensions are right for your implementation This book’s start-to-finish roadmap for success can be used by companies of all sizes in all industries–with specific chapters for executives, team leaders, implementation team members, developers, and users throughout the business.
Author: GREENBERG
Publisher: Tata McGraw-Hill Education
ISBN: 9780070702523
Category :
Languages : en
Pages : 0
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Book Description
The fourth edition of this bestseller brings the work up-to-date with now-critical examinations of how Web 2.0 technologies and social media tools are being woven into CRM strategies. The book identifies the new business models now being used by the most successful companies and provides valuable guidance on how other companies can and should adopt these innovations. CRM expert Paul Greenberg examines the companies that are providing the best tools, provides his recommendations, and interviews industry leaders. The book's companion website (MyCRMCareer.com) will foster a user community.
Author: Ravi Kalakota
Publisher: Addison-Wesley Professional
ISBN: 9780201721652
Category : Business & Economics
Languages : en
Pages : 4
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Book Description
This title seeks to explain how to choose and implement the right e-business infrastructure and how to deliver the strategies you have created. It uses case studies to illustrate the successes and failures of e-business initiatives.
Author: Ronald S. Swift
Publisher: Prentice Hall Professional
ISBN: 9780130889843
Category : Business & Economics
Languages : en
Pages : 524
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Book Description
Preface Corporations that achieve high customer retention and high customer profitability aim for: The right product (or service), to the right customer, at the right price, at the right time, through the right channel, to satisfy the customer's need or desire. Information Technology—in the form of sophisticated databases fed by electronic commerce, point-of-sale devices, ATMs, and other customer touch points—is changing the roles of marketing and managing customers. Information and knowledge bases abound and are being leveraged to drive new profitability and manage changing relationships with customers. The creation of knowledge bases, sometimes called data warehouses or Info-Structures, provides profitable opportunities for business managers to define and analyze their customers' behavior to develop and better manage short- and long-term relationships. Relationship Technology will become the new norm for the use of information and customer knowledge bases to forge more meaningful relationships. This will be accomplished through advanced technology, processes centered on the customers and channels, as well as methodologies and software combined to affect the behaviors of organizations (internally) and their customers/channels (externally). We are quickly moving from Information Technology to Relationship Technology. The positive effect will be astounding and highly profitable for those that also foster CRM. At the turn of the century, merchants and bankers knew their customers; they lived in the same neighborhoods and understood the individual shopping and banking needs of each of their customers. They practiced the purest form of Customer Relationship Management (CRM). With mass merchandising and franchising, customer relationships became distant. As the new millennium begins, companies are beginning to leverage IT to return to the CRM principles of the neighborhood store and bank. The customer should be the primary focus for most organizations. Yet customer information in a form suitable for marketing or management purposes either is not available, or becomes available long after a market opportunity passes, therefore CRM opportunities are lost. Understanding customers today is accomplished by maintaining and acting on historical and very detailed data, obtained from numerous computing and point-of-contact devices. The data is merged, enriched, and transformed into meaningful information in a specialized database. In a world of powerful computers, personal software applications, and easy-to-use analytical end-user software tools, managers have the power to segment and directly address marketing opportunities through well managed processes and marketing strategies. This book is written for business executives and managers interested in gaining advantage by using advanced customer information and marketing process techniques. Managers charged with managing and enhancing relationships with their customers will find this book a profitable guide for many years. Many of today's managers are also charged with cutting the cost of sales to increase profitability. All managers need to identify and focus on those customers who are the most profitable, while, possibly, withdrawing from supporting customers who are unprofitable. The goal of this book is to help you: identify actions to categorize and address your customers much more effectively through the use of information and technology, define the benefits of knowing customers more intimately, and show how you can use information to increase turnover/revenues, satisfaction, and profitability. The level of detailed information that companies can build about a single customer now enables them to market through knowledge-based relationships. By defining processes and providing activities, this book will accelerate your CRM "learning curve," and provide an effective framework that will enable your organization to tap into the best practices and experiences of CRM-driven companies (in Chapter 14). In Chapter 6, you will have the opportunity to learn how to (in less than 100 days) start or advance, your customer database or data warehouse environment. This book also provides a wider managerial perspective on the implications of obtaining better information about the whole business. The customer-centric knowledge-based info-structure changes the way that companies do business, and it is likely to alter the structure of the organization, the way it is staffed, and, even, how its management and employees behave. Organizational changes affect the way the marketing department works and the way that it is perceived within the organization. Effective communications with prospects, customers, alliance partners, competitors, the media, and through individualized feedback mechanisms creates a whole new image for marketing and new opportunities for marketing successes. Chapter 14 provides examples of companies that have transformed their marketing principles into CRM practices and are engaging more and more customers in long-term satisfaction and higher per-customer profitability. In the title of this book and throughout its pages I have used the phrase "Relationship Technologies" to describe the increasingly sophisticated data warehousing and business intelligence technologies that are helping companies create lasting customer relationships, therefore improving business performance. I want to acknowledge that this phrase was created and protected by NCR Corporation and I use this trademark throughout this book with the company's permission. Special thanks and credit for developing the Relationship Technologies concept goes to Dr. Stephen Emmott of NCR's acclaimed Knowledge Lab in London. As time marches on, there is an ever-increasing velocity with which we communicate, interact, position, and involve our selves and our customers in relationships. To increase your Return on Investment (ROI), the right information and relationship technologies are critical for effective Customer Relationship Management. It is now possible to: know who your customers are and who your best customers are stimulate what they buy or know what they won't buy time when and how they buy learn customers' preferences and make them loyal customers define characteristics that make up a great/profitable customer model channels are best to address a customer's needs predict what they may or will buy in the future keep your best customers for many years This book features many companies using CRM, decision-support, marketing databases, and data-warehousing techniques to achieve a positive ROI, using customer-centric knowledge-bases. Success begins with understanding the scope and processes involved in true CRM and then initiating appropriate actions to create and move forward into the future. Walking the talk differentiates the perennial ongoing winners. Reinvestment in success generates growth and opportunity. Success is in our ability to learn from the past, adopt new ideas and actions in the present, and to challenge the future. Respectfully, Ronald S. Swift Dallas, Texas June 2000
