Measuring Customer Relationships

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Managing Customer Relationships

Author : Don Peppers
Publisher : John Wiley & Sons
ISBN 13 : 0471656410
Total Pages : 560 pages
Book Rating : 4.4/5 (716 download)

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Book Synopsis Managing Customer Relationships by : Don Peppers

Download or read book Managing Customer Relationships written by Don Peppers and published by John Wiley & Sons. This book was released on 2004-04-28 with total page 560 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today’s competitive marketplace, customer relationshipmanagement is critical to a company’s profitability andlong-term success. To become more customer focused, skilledmanagers, IT professionals and marketing executives must understandhow to build profitable relationships with each customer and tomake managerial decisions every day designed to increase the valueof a company by making managerial decisions that will grow thevalue of the customer base. The goal is to build long-termrelationships with customers and generate increased customerloyalty and higher margins. In Managing Customer Relationships, DonPeppers and Martha Rogers, credited with founding thecustomer-relationship revolution in 1993 when they invented theterm "one-to-one marketing," provide the definitive overview ofwhat it takes to keep customers coming back for years to come. Presenting a comprehensive framework for customer relationshipmanagement, Managing Customer Relationships provides CEOs, CFOs,CIOs, CMOs, privacy officers , human resources managers, marketingexecutives, sales teams, distribution managers, professors, andstudents with a logical overview of the background, themethodology, and the particulars of managing customer relationshipsfor competitive advantage. Here, renowned customer relationshipmanagement pioneers Peppers and Rogers incorporate many of theprinciples of individualized customer relationships that they arebest known for, including a complete overview of the background andhistory of the subject, relationship theory, IDIC(Identify-Differentiate-Interact-Customize) methodology, metrics,data management, customer management, company organization, channelissues, and the store of the future. One of the first books designed to develop an understanding ofthe pedagogy of managing customer relationships, with an emphasison customer strategies and building customer value, ManagingCustomer Relationships features: Pioneering theories and principles of individualized customerrelationships An overview of relationship theory Contributions from such revolutionary leaders as Philip Kotler,Esther Dyson, Geoffrey Moore, and Seth Godin Guidelines for identifying customers and differentiating them byvalue and need Tips for using the tools of interactivity and customization tobuild learning relationships Coverage of the importance of privacy and customer feedback Advice for measuring the success of customer-basedinitiatives The future and evolution of retailing An appendix that examines the qualities needed in a firm’scustomer relationship leaders, and that provides fundamental toolsfor embarking on a career in managing customer relationships orhelping a company use customer value as the basis for executivedecisions The techniques in Managing Customer Relationships can help anycompany sharpen its competitive advantage.

Measuring and Valuing Customer Relationships

Author : Robert Shaw
Publisher : Business Intelligence Limited
ISBN 13 : 9781898085331
Total Pages : 250 pages
Book Rating : 4.0/5 (853 download)

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Book Synopsis Measuring and Valuing Customer Relationships by : Robert Shaw

Download or read book Measuring and Valuing Customer Relationships written by Robert Shaw and published by Business Intelligence Limited. This book was released on 1999 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: This report contains a blueprint for implementing the right CRM strategy in an organization. Based on the findings of a cross industry survey among professionals, the report gives a thorough analysis of the measurable aspects of CRM, examining the challenges involved and the potential solutions. International case studies include: Barclaycard; British Telecommunications; Disneyland Paris; and Boehringer-Ingelheim.

Customer Relationship Management

Author : Jon Anton
Publisher :
ISBN 13 :
Total Pages : 198 pages
Book Rating : 4.0/5 ( download)

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Book Synopsis Customer Relationship Management by : Jon Anton

Download or read book Customer Relationship Management written by Jon Anton and published by . This book was released on 1996 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: Appropriate as a stand-alone text for single-semester courses in Customer Relationship Measurement, Service Marketing, Customer Service or Consumer Affairs. This book documents and demonstrates cost-effective techniques that the authors themselves have used to assist company managers in accomplishing strategic customer relationships management. It provides future or practicing non-technical corporate managers with the tools to better retain customers by backing their "hard decisions" with the "soft numbers" used to measure customer relationships.

Managing Customer Experience and Relationships

Author : Don Peppers
Publisher : John Wiley & Sons
ISBN 13 : 1119815347
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 2022-04-19 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.

Measure What Matters

Author : Katie Delahaye Paine
Publisher : John Wiley & Sons
ISBN 13 : 1118016327
Total Pages : 56 pages
Book Rating : 4.1/5 (18 download)

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Book Synopsis Measure What Matters by : Katie Delahaye Paine

Download or read book Measure What Matters written by Katie Delahaye Paine and published by John Wiley & Sons. This book was released on 2011-02-14 with total page 56 pages. Available in PDF, EPUB and Kindle. Book excerpt: In an online and social media world, measurement is the key to success If you can measure your key business relationships, you can improve them. Even though relationships are "fuzzy and intangible," they can be measured and managed-with powerful results. Measure What Matters explains simple, step-by-step procedures for measuring customers, social media reputation, influence and authority, the media, and other key constituencies. Based on hundreds of case studies about how organizations have used measurement to improve their reputations, strengthen their bottom lines, and improve efficiencies all around Learn how to collect the data that will help you better understand your competition, do strategic planning, understand key strengths and weaknesses, and better respond to customer preferences Author runs a successful blog and serves as a measurement consultant to companies such as Facebook, Southwest Airlines, Raytheon, and Allstate Don't draw conclusions or make key decisions based on guesswork. Instead, Measure What Matters and the difference will show in the most important measure: your bottom line.

Everyone is a Customer

Author : Jeffrey C. Shuman
Publisher : Dearborn Trade Publishing
ISBN 13 : 9780793154128
Total Pages : 250 pages
Book Rating : 4.1/5 (541 download)

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Book Synopsis Everyone is a Customer by : Jeffrey C. Shuman

Download or read book Everyone is a Customer written by Jeffrey C. Shuman and published by Dearborn Trade Publishing. This book was released on 2002 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today's networked economy, businesses realize they can't go it alone. The most successful companies understand that everyone they do business with is a customer - their vendors, employees, everyone who brings value to the company - and that allocating appropriate resources to those relationships will improve overall performance. Everyone is a Customer outlines methods every company can use to develop and measure "win-win" collaborative relationships versus "win-lose" transaction- based relationships. Readers will learn how to: Redefine every business relationship as a 'customer' relationship; Value, measure and manage every business relationship; and Create new value and improve company performance.

Measuring the Customer Relationship Management Process and Linking to Performance Outcomes

Author : Werner J. Reinartz
Publisher :
ISBN 13 :
Total Pages : 50 pages
Book Rating : 4.:/5 (16 download)

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Book Synopsis Measuring the Customer Relationship Management Process and Linking to Performance Outcomes by : Werner J. Reinartz

Download or read book Measuring the Customer Relationship Management Process and Linking to Performance Outcomes written by Werner J. Reinartz and published by . This book was released on 2003 with total page 50 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Measuring Customer Relationships

Author : Venky Nagar
Publisher :
ISBN 13 :
Total Pages : pages
Book Rating : 4.:/5 (129 download)

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Book Synopsis Measuring Customer Relationships by : Venky Nagar

Download or read book Measuring Customer Relationships written by Venky Nagar and published by . This book was released on 2005 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Arguing that GAAP is ill suited for estimating the future profitability of intangibles, the accounting literature (e.g., Kaplan and Norton 1996, Lev 2001) has recently proposed alternative measurement models. These models view intangibles as comprised of a set of fundamental business activities, and use multiple financial and nonfinancial metrics causally interlinked to profits to represent this view. Using a unique and proprietary cross-sectional dataset of the retail banking industry, we provide some of the first tests on the empirical validity of such measurement models. We characterize the core deposit intangible, an important retail banking intangible representing a bank's relationships with its customers, using financial and nonfinancial metrics on price, service, customer usage, and customer satisfaction. We find that the metrics do not individually predict future earnings but gain individual significance in a collective setting, increasing the predictive power substantially. We argue that this result occurs because the activities underlying the measures are causally interlinked to profits, and explicitly illustrate these linkages with a structural path model. Our measurement model also predicts significant interactive effects in the way our measures are informative about future profits, and we document such effects, not just among the individual measures, but also across the measures and environmental factors such as the bank's strategy. In sum, our measurement model illustrates the key drivers, measures, and interactions in retail banking customer relationships.

Profit Maximization Through Customer Relationship Marketing

Author : Lerzan Aksoy
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.

Measure What Matters

Author : Katie Delahaye Paine
Publisher : John Wiley & Sons
ISBN 13 : 0470920106
Total Pages : 56 pages
Book Rating : 4.4/5 (79 download)

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Book Synopsis Measure What Matters by : Katie Delahaye Paine

Download or read book Measure What Matters written by Katie Delahaye Paine and published by John Wiley & Sons. This book was released on 2011-03-15 with total page 56 pages. Available in PDF, EPUB and Kindle. Book excerpt: In an online and social media world, measurement is the key to success If you can measure your key business relationships, you can improve them. Even though relationships are "fuzzy and intangible," they can be measured and managed-with powerful results. Measure What Matters explains simple, step-by-step procedures for measuring customers, social media reputation, influence and authority, the media, and other key constituencies. Based on hundreds of case studies about how organizations have used measurement to improve their reputations, strengthen their bottom lines, and improve efficiencies all around Learn how to collect the data that will help you better understand your competition, do strategic planning, understand key strengths and weaknesses, and better respond to customer preferences Author runs a successful blog and serves as a measurement consultant to companies such as Facebook, Southwest Airlines, Raytheon, and Allstate Don't draw conclusions or make key decisions based on guesswork. Instead, Measure What Matters and the difference will show in the most important measure: your bottom line.

PERFORMANCE DRIVEN CRM: HOW TO MAKE YOUR CUSTOMER RELATIONSHIP MANAGEMENT VISION A REALITY

Author : Stanley Brown & Moosha Gulycz
Publisher : John Wiley & Sons
ISBN 13 : 9788126510108
Total Pages : 300 pages
Book Rating : 4.5/5 (11 download)

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Book Synopsis PERFORMANCE DRIVEN CRM: HOW TO MAKE YOUR CUSTOMER RELATIONSHIP MANAGEMENT VISION A REALITY by : Stanley Brown & Moosha Gulycz

Download or read book PERFORMANCE DRIVEN CRM: HOW TO MAKE YOUR CUSTOMER RELATIONSHIP MANAGEMENT VISION A REALITY written by Stanley Brown & Moosha Gulycz and published by John Wiley & Sons. This book was released on 2006 with total page 300 pages. Available in PDF, EPUB and Kindle. Book excerpt: Market_Desc: · Senior Managers and Upper and Mid-Level Managers in marketing, relationship marketing, and customer care Special Features: · Case studies and best practice examples from PwC's global CRM practice--including FedEx, NEC, and Sears· Includes questionnaires, assessment tools, exercises, and action plans· Measurement tools are applicable to the firm's internal culture as well as external customer care· Features e-business applications--using Web tools in research and assessment; what to measure in an Internet environment· Brown is a partner in PwC's Global Customer Relationship Management Practice, an international authority on the subject of customer care, and the author of several books About The Book: This book picks up where Customer Relationship Management left off. That book laid the foundation, the vision of CRM-what it is and what it can do for your organization-whereas this book shows clearly and quantifiably how to get there and how to ensure that you stay there. Many organizations have embraced CRM as the way of the future and have invested millions of dollars in CRM technology and processes. But how effective is that investment? What should you measure to determine the value your CRM initiatives are delivering to the organization? Performance-Driven CRM shows you how to apply a balanced scorecard approach to your customer care initiatives. It gives you the tools and techniques to measure and monitor, not for control purposes, but to help you make your vision of CRM a reality.

Customer Relationship Intelligence

Author : Linda Sharp
Publisher :
ISBN 13 : 9780979965715
Total Pages : 216 pages
Book Rating : 4.9/5 (657 download)

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Book Synopsis Customer Relationship Intelligence by : Linda Sharp

Download or read book Customer Relationship Intelligence written by Linda Sharp and published by . This book was released on 2009-06-01 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: Marketing innovator Sharp's critical insight shows how to take sales and marketing to a new operational level and breakthrough performance in a truly customer-focused organization.

Customer Equity

Author : Julian Villanueva
Publisher : Now Publishers Inc
ISBN 13 : 1601980108
Total Pages : 109 pages
Book Rating : 4.6/5 (19 download)

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Book Synopsis Customer Equity by : Julian Villanueva

Download or read book Customer Equity written by Julian Villanueva and published by Now Publishers Inc. This book was released on 2007 with total page 109 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Equity reviews current models, offers a typology, and examines the fundamental question of whether a customer equity orientation can put a firm in a competitive advantage to other firms.

Measuring the Customer Relationship Management Construct and Linking it to Performance Outcomes

Author : Werner J. Reinartz
Publisher :
ISBN 13 :
Total Pages : 51 pages
Book Rating : 4.:/5 (667 download)

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Book Synopsis Measuring the Customer Relationship Management Construct and Linking it to Performance Outcomes by : Werner J. Reinartz

Download or read book Measuring the Customer Relationship Management Construct and Linking it to Performance Outcomes written by Werner J. Reinartz and published by . This book was released on 2003 with total page 51 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Customer Relationship Management

Author : V. Kumar
Publisher : John Wiley & Sons
ISBN 13 :
Total Pages : 360 pages
Book Rating : 4.E/5 ( 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 John Wiley & Sons. This book was released on 2006 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer relationship management (CRM) offers the potential of maximised profits for todays highly competitive businesses. This title describes the methods and structures for integrating CRM principles into the workplace, so that a strong customer relationship can be achieved.

Introduction to Customer Relationships Professional Level

Author : CPA John Kimani
Publisher : Finstock Evarsity Publishers
ISBN 13 : 9914753892
Total Pages : 63 pages
Book Rating : 4.9/5 (147 download)

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Book Synopsis Introduction to Customer Relationships Professional Level by : CPA John Kimani

Download or read book Introduction to Customer Relationships Professional Level written by CPA John Kimani and published by Finstock Evarsity Publishers. This book was released on 2023-08-27 with total page 63 pages. Available in PDF, EPUB and Kindle. Book excerpt: BOOK SUMMARY FINSTOCK EVARSITY PUBLISHERS The main topics in this book are; • Understanding Customer Relationships • Building Trust and Rapport • Customer Segmentation and Personalization • Customer Feedback and Satisfaction • Customer Loyalty Programs • Handling Customer Complaints • Omni Channel Customer Engagement • Measuring and Improving Customer Relationships Introduction to Customer Relationships offers a global exploration of the dynamic field of customer relationship management. This book delves into the fundamental principles, strategies and best practices for cultivating and maintaining strong customer relationships.

How to Measure Customer Satisfaction

Author : Nigel Hill
Publisher : Taylor & Francis
ISBN 13 : 1351930052
Total Pages : 161 pages
Book Rating : 4.3/5 (519 download)

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Book Synopsis How to Measure Customer Satisfaction by : Nigel Hill

Download or read book How to Measure Customer Satisfaction written by Nigel Hill and published by Taylor & Francis. This book was released on 2017-07-05 with total page 161 pages. Available in PDF, EPUB and Kindle. Book excerpt: The success of your business is underpinned by competitiveness and profitability, both of which are maximized in the long run by doing best what matters most to customers - this book will help you reach that goal. Written by three leading practitioners, this fully revised second edition of How to Measure Customer Satisfaction is a highly practical guide to developing and running an effective customer satisfaction measurement (CSM) programme. To be effective, a CSM programme must first of all produce accurate measures - this book takes readers step-by-step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization, the second key requirement for its long-term success. Importantly this new edition now includes a new section on electronic surveys, which are much more prominent now than when the book was first published in 1999. Finally, the relationship between customer satisfaction and concepts such as loyalty and delight are explored. If you are committed to the future of your company, the ability to measure what your customers think of you is essential - and so is this book!