Implementation of a customer relationship management strategy to enhance customer satisfaction in the retail selling industry

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Publisher : GRIN Verlag
ISBN 13 : 3668610517
Total Pages : 31 pages
Book Rating : 4.6/5 (686 download)

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Book Synopsis Implementation of a customer relationship management strategy to enhance customer satisfaction in the retail selling industry by : Silvia Stamenova

Download or read book Implementation of a customer relationship management strategy to enhance customer satisfaction in the retail selling industry written by Silvia Stamenova and published by GRIN Verlag. This book was released on 2018-01-12 with total page 31 pages. Available in PDF, EPUB and Kindle. Book excerpt: Case Study from the year 2017 in the subject Business economics - Customer Relationship Management, CRM, grade: 4.50, University of East London, language: English, abstract: The research questions posed in this paper relate to the following: What strategies need to be established in order for Sainsbury to develop close connection with its customers? What is their efficacy in the implementation of a CRM strategy? What are the future opportunities, standing in front of the retail seller? In this regards, the methodology used will be mainly quantitative. In its essence the quantitative research focuses on the numbers. Its basic aim is to measure quantity or amount and compare it with past records; the latter is all done with the aim to project for the future. In addition, the collection of data required was done by distributing the questionnaires to the visitors of Sainsbury, Beckton. The respondents to the questionnaire were chosen at random. However, the primary focus of the research was on shoppers aged 25-60 years of age. This resulted in 40 key informants who agreed to participate and fill in the previously designed questionnaire, containing closed, as well as open-ended questions and having a section for recommendations and personal opinions. However, the major hindrances, standing in front of the research are the low level of response rate, literary bias and the fact that the research is focused on only one shop. Simply put, the researcher's expectation about the response rate of the survey was at about 35%.

Managing Customer Experience and Relationships

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Publisher : John Wiley & Sons
ISBN 13 : 1119815339
Total Pages : 517 pages
Book Rating : 4.1/5 (198 download)

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Book Synopsis Managing Customer Experience and Relationships by : Don Peppers

Download or read book Managing Customer Experience and Relationships written by Don Peppers and published by John Wiley & Sons. This book was released on 2022-04-26 with total page 517 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world's leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to "treat different customers differently." This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.

Customer Relationship Management

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Publisher : Routledge
ISBN 13 : 1317419324
Total Pages : 684 pages
Book Rating : 4.3/5 (174 download)

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Book Synopsis Customer Relationship Management by : Roger J. Baran

Download or read book Customer Relationship Management written by Roger J. Baran and published by Routledge. This book was released on 2016-12-08 with total page 684 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.

Customer Relationship Management

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Publisher : Routledge
ISBN 13 : 1136412573
Total Pages : 362 pages
Book Rating : 4.1/5 (364 download)

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Book Synopsis Customer Relationship Management by : Francis Buttle

Download or read book Customer Relationship Management written by Francis Buttle and published by Routledge. This book was released on 2004-02-18 with total page 362 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Profit Maximization Through Customer Relationship Marketing

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Publisher : Routledge
ISBN 13 : 1317993330
Total Pages : 148 pages
Book Rating : 4.3/5 (179 download)

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Book Synopsis Profit Maximization Through Customer Relationship Marketing by : Lerzan Aksoy

Download or read book Profit Maximization Through Customer Relationship Marketing written by Lerzan Aksoy and published by Routledge. This book was released on 2014-06-03 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discover approaches to make customer relationship marketing more effective Profit Maximization Through Customer Relationship Marketing: Measurement, Prediction, and Implementation takes the various elements of customer centric marketing and brings them together using the latest research and case studies from various industries. Respected top researchers review and discuss research and concepts to provide practitioners, educators, and students with a deeper understanding of the wide range of issues relevant to customer centric marketing. This informative resource focuses on effective strategies and approaches to explain how companies can ensure that their marketing dollar achieves the highest return on investment (ROI). Customer centric approaches such as customer relationship marketing (CRM) aim to increase customer retention, acquisition, satisfaction, loyalty, differentiate customer value, develop customers via up-sell and cross-sell opportunities, and decrease costs. Profit Maximization Through Customer Relationship Marketing: Measurement, Prediction, and Implementation comprehensively explains how to make best use of customer information to better manage customer value and firm profitability. This valuable text also explains the importance of, as well as how to establish a reliable customer segmentation strategy. The book is extensively referenced and includes helpful figures, tables, and photographs to clearly illustrate concepts. Topics discussed in Profit Maximization Through Customer Relationship Marketing: Measurement, Prediction, and Implementation include: the goals of customer centric approaches various customer segmentation approaches cross-selling as a strategy for customer relationship management strategies to effectively use customer loyalty the value and cultivation of customer satisfaction and customer retention and more! Profit Maximization Through Customer Relationship Marketing: Measurement, Prediction, and Implementation is an invaluable resource for practitioners, educators, and graduate students.

Customer Relationship Management Strategies in the Digital Era

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Publisher : IGI Global
ISBN 13 : 1466682329
Total Pages : 340 pages
Book Rating : 4.4/5 (666 download)

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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.

CUSTOMER RELATIONSHIP MANAGEMENT

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Publisher : PHI Learning Pvt. Ltd.
ISBN 13 : 8120332857
Total Pages : 189 pages
Book Rating : 4.1/5 (23 download)

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Book Synopsis CUSTOMER RELATIONSHIP MANAGEMENT by : KAUSHIK MUKERJEE

Download or read book CUSTOMER RELATIONSHIP MANAGEMENT written by KAUSHIK MUKERJEE and published by PHI Learning Pvt. Ltd.. This book was released on 2007-07-25 with total page 189 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This textbook on CRM, a new approach to marketing, is comprehensive and managerially very useful. Its case studies with a mixture of Indian and non-Indian cases, are extremely interesting and will be fun for students to learn and for instructors to teach." JAGDISH N. SHETH, Professor of Marketing,Emory University This straightforward and easy-to-read text provides students of manage-ment and business studies with a thorough understanding of fundamental abilities and strategies that lead to the successful implementation of practice of CRM (Customer Relationship Management), regarded as the wonder solution to all the problems encountered by marketers. To cope with the increasing intensity of competition, necessitating a drive towards enhancement of customer satisfaction, the book emphasizes the need for integration and coordination along the value chain to effectively and efficiently manage customers. The book focuses on best practices in CRM and illustrates along the way through several interesting case studies how CRM has been used in various industries to build relationships with customers. The book also provides a solid grounding in tools, techniques and technologies used in CRM and explains in detail the power of eCRM to help companies make their vision of CRM a reality. The text is intended for students of MBA, PGDM (Postgraduate Diploma in Management), and PGPBA (Postgraduate Programme in Business Administration). Besides, this book is a useful reference for managerial and marketing professionals. KEY FEATURES  Provides insight into contemporary developments in CRM  Cites Indian as well as global examples  Offers case studies on Indian and global companies to highlight the use of CRM

Customer Relationship Management

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Author :
Publisher : MJP Publisher
ISBN 13 :
Total Pages : 268 pages
Book Rating : 4./5 ( download)

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Book Synopsis Customer Relationship Management by : R. Shanthi

Download or read book Customer Relationship Management written by R. Shanthi and published by MJP Publisher. This book was released on 2019-06-05 with total page 268 pages. Available in PDF, EPUB and Kindle. Book excerpt: CUSTOMER RELATIONSHIP MANAGEMENTOPERATIONAL CRMANALYTICAL CRMCOLLABORATIVE CRMRELATIONSHIP MANAGEMENTTHE CRM MODELSELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM)CRM IMPLEMENTATIONAPPLICATIONS OF CRM IN HEALTH SECTORFINANCIAL SYSTEM OVERVIEWAPPLICATIONS OF CRM IN THE MANUFACTURING SECTORAPPLICATION OF CRM IN RETAIL SECTORAPPLICATION OF CRM INTELECOM SECTORFUTURE OF CRMConclusionReferenceIndex

Customer Relationship Management

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Publisher : Global India Publications
ISBN 13 : 9788190721127
Total Pages : 280 pages
Book Rating : 4.7/5 (211 download)

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Book Synopsis Customer Relationship Management by : Lakshman Jha

Download or read book Customer Relationship Management written by Lakshman Jha and published by Global India Publications. This book was released on 2008 with total page 280 pages. Available in PDF, EPUB and Kindle. Book excerpt: A managers, whether brand-new to their postions or well established in the corporate hirearchy, can use a little brushing-up now and then. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one today's hottest topics. Customer relationships management: A strategic approach supplies easy-to-apply sloutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective and how to create and manage both short-and long -term relationships.This book acquaints student focuses on the strategic side of customer relationship management.The text provides students with and understanding of customer relationship management and its applications in the business fields of marketing and sales.

CRM

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Publisher : Routledge
ISBN 13 : 0415896568
Total Pages : 406 pages
Book Rating : 4.4/5 (158 download)

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Book Synopsis CRM by : Roger Joseph Baran

Download or read book CRM written by Roger Joseph Baran and published by Routledge. This book was released on 2013 with total page 406 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book introduces students to CRM (customer relationship management), a strategic methodology that's being embraced in increasing numbers by organizations looking to gain a competitive advantage. With in-depth coverage of business and consumer markets in various vertical markets, the impact of new technology and more, it helps readers understand how an enhanced customer relationship environment can differentiate an organization in a highly competitive marketplace. Featuring the latest developments in the discipline, a cohesive approach, and pedagogical materials (including chapter exercises that connect theory with action), it is the one-stop-source for a comprehensive CRM course.

Customer Relationship Management

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Publisher : Springer Science & Business Media
ISBN 13 : 3642201091
Total Pages : 399 pages
Book Rating : 4.6/5 (422 download)

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Book Synopsis Customer Relationship Management by : V. Kumar

Download or read book Customer Relationship Management written by V. Kumar and published by Springer Science & Business Media. This book was released on 2012-04-30 with total page 399 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions. The goal of the book is to serve as a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM.

Customer Relationship Management

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Publisher : 50Minutes.com
ISBN 13 : 2808000316
Total Pages : 36 pages
Book Rating : 4.8/5 (8 download)

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Book Synopsis Customer Relationship Management by : 50minutes,

Download or read book Customer Relationship Management written by 50minutes, and published by 50Minutes.com. This book was released on 2017-08-25 with total page 36 pages. Available in PDF, EPUB and Kindle. Book excerpt: Understand customer relationship management in no time! Find out everything you need to know about this powerful tool with this practical and accessible guide. Customer relationship management is a valuable tool in an increasingly competitive business world. It allows companies to find out who their customers are and what they want, which enables them to tailor their communication and offers to their clients. No matter what your sector of activity, an effective CRM strategy will boost customer satisfaction, increase performance and give you a valuable edge over the competition. In 50 minutes you will be able to: • Understand the wide range of tools and techniques used in customer relationship management • Tailor your communications to your customers’ needs and expectations • Evaluate the success of your CRM strategy based on a number of key performance indicators ABOUT 50MINUTES.COM | MANAGEMENT AND MARKETING The Management and Marketing series from the 50Minutes collection provides the tools to quickly understand the main theories and concepts that shape the economic world of today. Our publications will give you elements of theory, definitions of key terms and case studies in a clear and easily digestible format, making them the ideal starting point for readers looking to develop their skills and expertise.

The Customer Marketing Method

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Publisher : Simon and Schuster
ISBN 13 : 0743203577
Total Pages : 364 pages
Book Rating : 4.7/5 (432 download)

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Book Synopsis The Customer Marketing Method by : Adam Curry

Download or read book The Customer Marketing Method written by Adam Curry and published by Simon and Schuster. This book was released on 2002-01-18 with total page 364 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today the hottest new area of marketing is Customer Relationship Management (CRM) -- the discipline of identifying, attracting, and retaining a company¹s most valuable customers. Drawing upon more than ten years of testing, tryout, and implementation in hundreds of companies, CRM expert Jay Curry, and his Internet-expert son, Adam Curry, have written a clear, step-by-step guide to profiting from this exploding movement, with strategies that are aimed at the small and medium-sized business owners who need them most. Jay Curry explains how CRM can help managers boost profits by implementing a customer-focused strategy. Using easy-to-understand graphics, he introduces the customer pyramid -- segmented as "Top," "Big," "Medium," and "Small" -- to help the reader visualize, analyze, and improve customer profitability. Success comes to those who follow this three-step Customer Marketing Strategy: (1) get new customers into your pyramid; (2) move customers higher into your pyramid; (3) keep the customers in the pyramid. Combining practical how-to directives with vital CRM reference information, the book includes a case study, "InterTech," that allows readers to see customer-focused strategy in action. The final third of this practical, easy-to-read book is devoted to the Internet. Here Adam Curry introduces the "Permission Pyramid" and the "e-Customer Marketing Pyramid" to explain the nature of "virtual customer relationships" and how to use them to create, keep, and upgrade customers. This section includes mini-cases and tips to help managers use the Internet to complement current marketing and sales activities and ends with guidelines to test out the new paradigms of e-commerce. Throughout The Customer Marketing Method, the emphasis is always on practical steps to "make it happen." It is essential and timely reading for owners of small and medium-sized businesses as well as managers of small business units within larger firms.

Customer Relationship Management: A Databased Approach

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Publisher : John Wiley & Sons
ISBN 13 : 9788126509133
Total Pages : 352 pages
Book Rating : 4.5/5 (91 download)

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Book Synopsis Customer Relationship Management: A Databased Approach by : Kumar

Download or read book Customer Relationship Management: A Databased Approach written by Kumar and published by John Wiley & Sons. This book was released on 2009-07 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Relationship Management: A Data based Approach offers the promise of maximized profits for today s highly competitive businesses. This innovative book provides readers with the tools and techniques to effectively use CRM. It emphasizes the utilization of database marketing in order to build strong and profitable customer relationships. Kumar first describes how to implement database marketing and then looks at recent advances in CRM applications. Critical marketing issues like optimum resource allocation, purchase sequence, and the link between acquisition, retentions, and profitability are also examined on the basis of empirical findings.· CRM, Database Marketing, and Customer Value· CRM Industry Landscape· Strategic CRM· Implementing the CRM Strategy· Introduction to Customer-Based Marketing Metrics· Customer Value Metrics-Concepts and Practices· Using Databases· Designing Loyalty Programs· Effectiveness of Loyalty Programs· Data Mining· Campaign Management· Applications of Database Marketing in B-to-C and B-to-B Scenarios· Application of the Customer Value Framework to Marketing Decisions· Impact of CRM on Marketing Channels

Customer Relationship Management

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Publisher : McGraw Hill Professional
ISBN 13 : 0071394125
Total Pages : 178 pages
Book Rating : 4.0/5 (713 download)

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Book Synopsis Customer Relationship Management by : Kristin L. Anderson

Download or read book Customer Relationship Management written by Kristin L. Anderson and published by McGraw Hill Professional. This book was released on 2001-09-22 with total page 178 pages. Available in PDF, EPUB and Kindle. Book excerpt: This reader-friendly series is must read for all levels of managers All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then. The skills-based Briefcase Books Series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one of today's hottest topics. Customer Relationship Management supplies easy-to-apply solutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective, and how to create and manage both short- and long-term relationships.

International Conference on Commerce and Management in the Digital Age: Trends, Challenges & Innovations

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Author :
Publisher : Shanlax Publications
ISBN 13 : 8196866372
Total Pages : 448 pages
Book Rating : 4.1/5 (968 download)

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Book Synopsis International Conference on Commerce and Management in the Digital Age: Trends, Challenges & Innovations by : A. Martin David

Download or read book International Conference on Commerce and Management in the Digital Age: Trends, Challenges & Innovations written by A. Martin David and published by Shanlax Publications. This book was released on with total page 448 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book contains the collection of articles from the International Conference on "Commerce and Management in the Digital Age: Trends, Challenges & Innovation" held on January 5th and 6th, 2024. This distinguished event was meticulously organized by the School of Commerce at The American College, Madurai, Tamil Nadu, India.

Customer relationship management

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Publisher :
ISBN 13 :
Total Pages : 30 pages
Book Rating : 4.:/5 ( download)

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Book Synopsis Customer relationship management by : Mauricio Mittelman

Download or read book Customer relationship management written by Mauricio Mittelman and published by . This book was released on 2002 with total page 30 pages. Available in PDF, EPUB and Kindle. Book excerpt: