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Customer Centric Marketing The Influences Of Crm And The Internet In The Future Of Marketing
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Book Synopsis Customer Centric Marketing by : Kimberly Wylie
Download or read book Customer Centric Marketing written by Kimberly Wylie and published by GRIN Verlag. This book was released on 2009-06 with total page 89 pages. Available in PDF, EPUB and Kindle. Book excerpt: Diploma Thesis from the year 2003 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, University of Phoenix, 64 entries in the bibliography, language: English, abstract: Only a few short generations ago, the global economy was predominated by agricultural and tradesman businesses. Consumers frequented businesses that were close to their physical location, as limited transportation gave them little other feasible choice. Tradesmen provided customizable goods made specifically for their clients needs, on small or individual scales of production. The life cycle of a product, during this era, typically began with a customer order for a product. With the advent of the Industrial Revolution, this quickly changed.
Book Synopsis Connected CRM by : David S. Williams
Download or read book Connected CRM written by David S. Williams and published by John Wiley & Sons. This book was released on 2014-02-19 with total page 178 pages. Available in PDF, EPUB and Kindle. Book excerpt: Praise for Connected CRM “Many books explore the subject of CRM. In this book the ‘m’ is for Marketing and David’s seasoned perspective indeed makes it a capital ‘M.’ Taking core direct response marketing techniques and moving beyond the simple use of data and analytics, he explores how today’s marketers can leverage advances in technology to create successful customer-centric business strategies.” —Ted Ward, VP of Marketing, GEICO “A must-read for CMOs, and more importantly CEOs, to simplify all the buzzwords around ‘big data’ and dimensionalize the organizational change necessary to become truly customer centric.” —Theresa McLaughlin, Chief Marketing and Communications Officer, Citizens Financial Group “Big Data, Social, and Cloud have become overused buzzwords with ambiguous meaning, but David brings to bear his years of industry leadership and experiences to break down today’s trends and opportunities in a practical, actionable fashion. A must-read for anyone who prefers profit over PowerPoint.” —Manish Bhatt, SVP and Chief Digital Officer, MetLife “In a data-rich world, consumers demand that marketers turn data into highly relevant and personal experiences—‘Don’t talk with me as a member of a segment, talk with me about how you will meet my unique expectations and solve my unique problems.’ For those of us who grew up in the marketing world of mass and broadcast, this is a tall order. Connected CRM helps marketers unpack customer centricity for their organizations, providing real insight into the development of a framework for enterprise customer centricity; a framework that promises true sustainable advantage.” —Tom Lamb, CMO, Lowe’s “Never before has customer data been more available, more necessary to build sales and loyalty, and more confusing to act on. David shows exactly what needs to be done. It’s about time. And we should all thank him. A lot!” —Steve Cone, EVP of Integrated Value and Strategy, AARP “The marketers who truly learn to harness the power of customer analytics and big data will take the spoils in an increasingly digital age. Those who don’t will quickly find themselves on a growing heap of failed marketing plans.” —Paul Guyardo, Chief Revenue and Marketing Officer, DIRECTV
Book Synopsis Digital and Social Media Marketing by : Nripendra P. Rana
Download or read book Digital and Social Media Marketing written by Nripendra P. Rana and published by Springer Nature. This book was released on 2019-11-11 with total page 337 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book examines issues and implications of digital and social media marketing for emerging markets. These markets necessitate substantial adaptations of developed theories and approaches employed in the Western world. The book investigates problems specific to emerging markets, while identifying new theoretical constructs and practical applications of digital marketing. It addresses topics such as electronic word of mouth (eWOM), demographic differences in digital marketing, mobile marketing, search engine advertising, among others. A radical increase in both temporal and geographical reach is empowering consumers to exert influence on brands, products, and services. Information and Communication Technologies (ICTs) and digital media are having a significant impact on the way people communicate and fulfil their socio-economic, emotional and material needs. These technologies are also being harnessed by businesses for various purposes including distribution and selling of goods, retailing of consumer services, customer relationship management, and influencing consumer behaviour by employing digital marketing practices. This book considers this, as it examines the practice and research related to digital and social media marketing.
Book Synopsis Customer-Centric Marketing Strategies: Tools for Building Organizational Performance by : Kaufmann, Hans-Ruediger
Download or read book Customer-Centric Marketing Strategies: Tools for Building Organizational Performance written by Kaufmann, Hans-Ruediger and published by IGI Global. This book was released on 2012-11-30 with total page 675 pages. Available in PDF, EPUB and Kindle. Book excerpt: As customer orientation continues to gain importance in the marketing field, there has been a growing concern for organizations to implement effective customer centric policies. Customer-Centric Marketing Strategies: Tools for Building Organizational Performance provides a more conceptual understanding on customer-centric marketing strategies as well as revealing the success factors of these concepts. This book will discuss how to improve the organizations financial and marketing performance.
Book Synopsis The Definitive Guide to Social CRM by : Barton J. Goldenberg
Download or read book The Definitive Guide to Social CRM written by Barton J. Goldenberg and published by Pearson Education. This book was released on 2015 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: Social CRM is already enabling innovative companies to engage customers through powerfully effective two-way dialogues, and to build customer-centric strategies that drive real value. In this book the field's leading expert offers a proven, four-step methodology for making Social CRM work in any organization: B2B, B2C, or B2B2C. Writing for both decision-makers and implementers, Barton Goldenberg shows how to integrate people, process and technology to optimize relationships with every customer, achieve seamless collaboration across customer-facing functions, and make the most of today's leading social platforms. Goldenberg shows how to: Systematically harvest information from Social Media conversations and communities: Facebook, Twitter, LinkedIn, Google+, and beyond Integrate this information into expanded customer profiles Use these profiles to personalize your customer service, marketing messages, and sales offers far more effectively Goldenberg assesses the changing impact of social media on customer relationships, identifies smarter ways to profitably integrate it throughout your business, guides you through Social CRM planning and implementation, and examines key challenges and opportunities in leveraging Social CRM after you've deployed it. You'll find practical advice on issues ranging from strategy to software selection, vendor negotiation to team development and day-to-day operations. Goldenberg concludes by previewing the future of Social CRM - and the fast-changing customer tomorrow's systems must serve.
Book Synopsis Customer-Centric Marketing by : Aldo Cundari
Download or read book Customer-Centric Marketing written by Aldo Cundari and published by John Wiley & Sons. This book was released on 2015-05-04 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: The practical, expert guide to reaching the new consumer Customer-Centric Marketing is a comprehensive game plan on succeeding in the new marketing landscape by focusing on the customer. Written by one of Canada's top communications pioneers, this book examines the complex forces influencing the rise of empowered and demanding customers and outlines a framework that helps marketers exploit these forces to engage them. You'll find actionable advice to help you pull together these seemingly independent elements to create a customer-centric business model that is ideally positioned to take on the dynamic requirements of today's marketing environment, and learn the strategic rules that CMOs can use to model their organizations to win. Valuable insights on customer experience, innovation, content, social media, and operating strategies will help you formulate a workable plan, and when combined with the practical guidance and expert advice, enable you to put your plan into action today. The new purchasing journey has created a whole new set of customer touch points with unique needs, and has identified key activity areas that drive success or failure in the marketplace. This guide helps you sort it all out, and make your organization rise to the top. Define the new customer-purchasing journey Identify and influence the new consumer Engage, nurture, and utilize brand advocates to spread your message Position your organization to win in the new marketplace As customers evolve, smart companies evolve with them, and, with a track record that speaks for itself, putting the customer at the center of strategic thinking is the key to a winning plan,. Consumer evolution is happening more rapidly than ever before, and keeping your organization out in front has never been more important. Customer-Centric Marketing provides the concrete framework, expert insight, and actionable advice that turns strategy into reality.
Book Synopsis Accelerating Customer Relationships by : Ronald S. Swift
Download or read book Accelerating Customer Relationships written by Ronald S. Swift and published by Prentice Hall Professional. This book was released on 2001 with total page 524 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Book Synopsis The influence of IoT on CRM. Conditions and possibilities in B2C markets by : Robin Hafer
Download or read book The influence of IoT on CRM. Conditions and possibilities in B2C markets written by Robin Hafer and published by GRIN Verlag. This book was released on 2020-03-12 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: The digitalisation pictures the most incisively change in human lives after the industrialisation. It enables the rapid transfer of complex information content necessary for the conduct of business and private transactions. Especially the interconnectivity between objectives, the "Internet Of Things" (IoT), has a massive impact on how people use digital products. It determines the direction of communication between companies and their (potential) customers. What is the status quo of IoT? How can it be used in Customer-Relationship-Management (CRM)? The author of the book at hand offers answers to those questions and explains how IoT can be used properly by companies to unfold its potential. He shows how the combination of IoT and CRM can lead to a bright future for the B2C market. - Internet of Things; - Customer Relationship Management; - Customer Decision Journey; - Return in Investment; - Marketing; - Customer Lifetime Value;
Book Synopsis CRM in the convergence of telephony, TV and broadband internet access (triple play) by : Daniel Pourasghar
Download or read book CRM in the convergence of telephony, TV and broadband internet access (triple play) written by Daniel Pourasghar and published by . This book was released on 2009 with total page 84 pages. Available in PDF, EPUB and Kindle. Book excerpt: Diploma Thesis from the year 2007 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,7, European Business School - International University Schlo Reichartshausen Oestrich-Winkel, 70 entries in the bibliography, language: English, abstract: Consumers of the 21st century are better informed, better educated and more familiar with existing technologies then they ever were before. Furthermore, they are more demanding in the products and services that they require. While most organizations claim to be customer-oriented, customers still usually have to adapt to the way a organization works and not vice-versa. Organizations that want to fulfill the increasing demands of their customers need to adjust their business models and realize that the customer needs to be regarded as the pivotal point around which the business revolves. In many markets organizations became aware of this principle and are currently moving away from market and product centricity towards a complete realignment of business processes in order to integrate with customer processes. By creating additional value, new customer-centric business models lead to lasting customer relations. Customer Relationship Management (CRM) facilitates the establishment and retention of valuable customer relationships by intelligently using customer information to provide organizations with a comprehensive, reliable, and integrated view of its customer base. However, the success of CRM depends on the quality of customer information that is gathered via various channels and customer touch points. At the moment "Triple Play" is a buzz word of the Information and Communication Technology (ICT) and media industry describing the one-stop provision of multiple communication and entertainment services including telephony, Internet access, and television. In Germany, telcos and cable operators such as Deutsche Telekom AG, Kabel Deutschland, Arcor, and Telefonica ar
Book Synopsis CUSTOMER RELATIONSHIP MANAGEMENT by : S. SHANMUGASUNDARAM
Download or read book CUSTOMER RELATIONSHIP MANAGEMENT written by S. SHANMUGASUNDARAM and published by PHI Learning Pvt. Ltd.. This book was released on 2008-04-15 with total page 229 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Relationship Management (CRM) is a modern approach to marketing. It focuses on the individual consumer. Customer is the ‘king’, therefore, the products and services have to be offered in such a way that they suit the needs and preferences of the customer. This comprehensive and easy-to-read text deals with the formulation of methodologies and tools that help business organizations to manage critical customer relationships by supporting all customer-centric processes within an enterprise, including marketing, sales and customer support. In addition, the book emphasizes managing opportunity for optimum productivity, coordinating the specialized activities of multi-functional teams, developing and retaining corporate knowledge and completing complex multi-step processes in a timely and efficient manner. This text is intended for the students of masters in business administration (MBA) and those pursuing postgraduate diploma in marketing management (PGDMM). Besides, the book should prove to be a useful reference for marketing professionals. KEY FEATURES Covers various dimensions of CRM with several case studies. Includes the modern concept—e-CRM. Incorporates deep study of research oriented topics.
Book Synopsis Customer Relationship Management by : Roger J. Baran
Download or read book Customer Relationship Management written by Roger J. Baran and published by Taylor & Francis. This book was released on 2016-12-08 with total page 457 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management.
Book Synopsis Customer Relationship Management by : Dr. Pallavi (Joshi)Kapooria
Download or read book Customer Relationship Management written by Dr. Pallavi (Joshi)Kapooria and published by Idea Publishing. This book was released on 2017-08-14 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this era of customer sovereignty, the key to success is to be customer-centric to the core and divert optimum resources towards identifying the right customers and catering to their service needs so as to leverage the relationship with a long-term perspective. In the fierce marketplace, the prime factor that will prove to be a sustainable differentiator is customer loyalty. Marketers must connect with the customers – inform, engaging and energizing them in the process to capture the customers and win over the competition. This book will give an insight into such aspects of CRM and help an organization to develop an apt strategy and build an infrastructure that absolutely must be in place before they can begin to understand the customers and start delivering effective loyalty programs. It emphasizes on the fact that the loyalty is built on trust which results from the total experience that a customer has with your organization throughout the customer lifecycle. This book will primarily cater to the management students who are aspiring managers keen to explore the world of endless opportunities of Marketing & Brand Management. It will provide them with an insight into the core concepts of CRM and equip them to successfully mark their corporate debut. This book also intends to cater to the corporate professionals who are planning to invest in a Customer Relationship Management program. I hope that we will be able to build a relationship through my investment in writing this book and your investment in reading it. Since a relationship is two-way, I hope that we can benefit from each other’s experiences. I would be glad to hear from you, please do share your experience and feedback at [email protected]
Author :Alexander H. Kracklauer Publisher :Springer Science & Business Media ISBN 13 :3540247106 Total Pages :277 pages Book Rating :4.5/5 (42 download)
Book Synopsis Collaborative Customer Relationship Management by : Alexander H. Kracklauer
Download or read book Collaborative Customer Relationship Management written by Alexander H. Kracklauer and published by Springer Science & Business Media. This book was released on 2012-11-07 with total page 277 pages. Available in PDF, EPUB and Kindle. Book excerpt: Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. This book presents a new strategic framework that has been tested successfully with various global companies. New management concepts such as Collaborative Forecasting and Replenishment, CRM, Category Management, and Mass Customization are integrated into one holistic approach. Experts from companies like McKinsey and Procter&Gamble, as well as authors from renowned academic institutions, offer valuable insights on how to redesign organizations for the future.
Book Synopsis Customer Relationship Management Strategies in the Digital Era by : Nas?r, Süphan
Download or read book Customer Relationship Management Strategies in the Digital Era written by Nas?r, Süphan and published by IGI Global. This book was released on 2015-03-31 with total page 340 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today’s global economy, social media and technological advances have changed the way businesses interact with their clientele. With new forms of communication and IT practices, companies seek innovative practices for maintaining their consumer loyalty. Customer Relationship Management Strategies in the Digital Era blends the literature from the fields of marketing and information technology in an effort to examine the effect that technological advances have on the interaction between companies and their customers Through chapters and case studies, this publication discusses the importance of achieving competitive advantage through implementing relationship marketing practices and becoming consumer-centric. This publication is an essential reference source for researchers, professionals, managers, and upper level students interested in understanding customer loyalty in a technology-focused society.
Book Synopsis Diverse Methods in Customer Relationship Marketing and Management by : Lee, In
Download or read book Diverse Methods in Customer Relationship Marketing and Management written by Lee, In and published by IGI Global. This book was released on 2018-05-25 with total page 350 pages. Available in PDF, EPUB and Kindle. Book excerpt: Consumer interaction and engagement are vital components to help marketers maintain a lasting relationship with their customers. By developing positive relationships with consumers, businesses can better maintain their customers’ loyalty. Diverse Methods in Customer Relationship Marketing and Management is a critical scholarly resource that examines how marketing has shifted to a relationship-oriented model. Due to this, there is an increased need for customer relationship marketing and management to emerge as an invaluable approach to strengthening companies and the customer experience. Featuring coverage on a wide range of topics such as relational marketing technology acceptance model, and consumer buying behavior, this book is a vital resource for marketing professionals, managers, retailers, advertising executives, academicians, and researchers seeking current research on the challenges and opportunities in customer relationship marketing and management.
Book Synopsis Customer Relationship Management by : SCN Education
Download or read book Customer Relationship Management written by SCN Education and published by Springer Science & Business Media. This book was released on 2013-11-11 with total page 406 pages. Available in PDF, EPUB and Kindle. Book excerpt: This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapter dedicated to the implementation of CRM in callcenters, the reader will have the most complete file on CRM possible at his disposition.
Book Synopsis Wireless Rules by : Frederick Newell
Download or read book Wireless Rules written by Frederick Newell and published by McGraw-Hill Companies. This book was released on 2001 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text outline a paradigm for marketing: m-marketing, incorporating mobile, wireless, e-commerce and customer communication. Case studies and action steps show how to improve customer loyalty with individualized messages and how to use B2B opportunities.
