Strategic Customer Management

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Strategic Customer Management

Author : Adrian Payne
Publisher : Cambridge University Press
ISBN 13 : 1107328411
Total Pages : 547 pages
Book Rating : 4.1/5 (73 download)

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Book Synopsis Strategic Customer Management by : Adrian Payne

Download or read book Strategic Customer Management written by Adrian Payne and published by Cambridge University Press. This book was released on 2013-03-28 with total page 547 pages. Available in PDF, EPUB and Kindle. Book excerpt: Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this is the first textbook to demonstrate how it can be done. Written by two acclaimed experts in the field, it shows how an holistic approach to managing relationships with customers and other key stakeholders leads to increased shareholder value. Taking a practical, step-by-step approach, the authors explain the principles of relationship marketing, apply them to the development of a CRM strategy and discuss key implementation issues. Its up-to-date coverage includes the latest developments in digital marketing and the use of social media. Topical examples and case studies from around the world connect theory with global practice, making this an ideal text for both students and practitioners keen to keep abreast of changes in this fast-moving field.

Strategic Customer Service

Author : John A. GOODMAN
Publisher : AMACOM Div American Mgmt Assn
ISBN 13 : 081441334X
Total Pages : 274 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Strategic Customer Service by : John A. GOODMAN

Download or read book Strategic Customer Service written by John A. GOODMAN and published by AMACOM Div American Mgmt Assn. This book was released on 2009-05-13 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.

Managing Customer Experience and Relationships

Author : Martha Rogers
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 : Martha Rogers

Download or read book Managing Customer Experience and Relationships written by Martha Rogers 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.

Customer Relationship Management

Author : V. Kumar
Publisher : Springer
ISBN 13 : 3662553813
Total Pages : 411 pages
Book Rating : 4.6/5 (625 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. This book was released on 2018-05-15 with total page 411 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is 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. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.

Strategic Customer Management

Author : Nigel F Piercy
Publisher : OUP Oxford
ISBN 13 : 0191567647
Total Pages : 339 pages
Book Rating : 4.1/5 (915 download)

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Book Synopsis Strategic Customer Management by : Nigel F Piercy

Download or read book Strategic Customer Management written by Nigel F Piercy and published by OUP Oxford. This book was released on 2009-03-12 with total page 339 pages. Available in PDF, EPUB and Kindle. Book excerpt: A revolution is taking place in the way companies organize and manage the 'front-end' of their organization, where it meets its customers. Traditional concepts of sales management, account management, and customer service are being overtaken by initiatives like customer business development, the strategic sales organization, and strategic customer management. This book aims to provide insights into how this revolution is unfolding and to provide a framework for executives and management students to address the issues involved. The book focuses on the transformation of the traditional sales organization into a strategic force leading the strategic customer management process in companies. Traditionally, the area of sales management has mainly been treated as a tactical, operational topic in the conventional marketing literature - simply part of the communications mix within the planned marketing programme. However, the emergence of major customers as dominant buyers in many sectors as a result of pressures towards consolidation and enhanced scale of operations, is changing the way in which sales issues are addressed in supplier organizations. The growth of new forms of buyer-seller relationship based on collaboration and partnering has encouraged organizations to reconsider the sales and account management operation as an important source of competitive differentiation in commoditized markets. Increasingly, sales is being perceived as a central part of business strategy and attention given to the challenges in better aligning sales processes with strategy. This has many implications for the design of the sales organization and its management strategy, which go far beyond the confines of conventional marketing views.

Customer Relationship Management

Author : Francis Buttle
Publisher : Routledge
ISBN 13 : 1856175227
Total Pages : 495 pages
Book Rating : 4.8/5 (561 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 2009 with total page 495 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Handbook of CRM

Author : Adrian Payne
Publisher : Routledge
ISBN 13 : 1136400176
Total Pages : 460 pages
Book Rating : 4.1/5 (364 download)

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Book Synopsis Handbook of CRM by : Adrian Payne

Download or read book Handbook of CRM written by Adrian Payne and published by Routledge. This book was released on 2012-07-26 with total page 460 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

CUSTOMER RELATIONSHIP MANAGEMENT

Author : KAUSHIK MUKERJEE
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

Author : Stanley A. Brown
Publisher : Wiley
ISBN 13 : 9780471644095
Total Pages : 376 pages
Book Rating : 4.6/5 (44 download)

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Book Synopsis Customer Relationship Management by : Stanley A. Brown

Download or read book Customer Relationship Management written by Stanley A. Brown and published by Wiley. This book was released on 2000-04-27 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt: Maximize customer satisfaction and maximize your bottom line Over the last decade, too many organizations have assumed that their products or services were so superior that customers would automatically keep coming back for more. But in order to compete effectively in today's marketplace, organizations must change their strategy to become more customer focused, not product focused. Customer Relationship Management (CRM) is the best way to integrate this customer-facing approach throughout an organization. Aimed at understanding and anticipating the needs of an organization's current and potential customers, this innovative book shows how CRM links people, process, and technology to optimize an enterprise's revenue and profits by first providing maximum customer satisfaction. * Covers developing a market-oriented strategy, innovation in products and services, sales and channels transformation, customer relationship marketing, and customer care Stanley A. Brown (Toronto, Canada) is Partner in Charge of the Centre of Excellence in Customer Care at PricewaterhouseCoopers in Toronto.

Customer Relationship Management

Author : Lakshman Jha
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.

Strategic Customer Care

Author : Stanley A. Brown
Publisher : Wiley
ISBN 13 : 9780471643425
Total Pages : 326 pages
Book Rating : 4.6/5 (434 download)

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Book Synopsis Strategic Customer Care by : Stanley A. Brown

Download or read book Strategic Customer Care written by Stanley A. Brown and published by Wiley. This book was released on 2000-02-24 with total page 326 pages. Available in PDF, EPUB and Kindle. Book excerpt: How to successfully apply the principles of customer care in any company Most organizations today recognize the importance of improving customer care--the need to go beyond traditional customer service and truly manage customers as assets--but only about 6% apply its principles effectively. This book fully explains the three stages in the evolution of customer care. Readers will be guided through the process of acquiring customers, retaining them through segmentation and management of the relationship, and targeting their most significant marketing efforts to the most profitable segments. * Shows companies how to identify where they are in their own evolutionary process * Outlines successes and failures of companies, including Sears, CIBC, AT&T/Matrixx, Kodak, FedEx, and more

Creating Customer Value Through Strategic Marketing Planning

Author : Edwin J. Nijssen
Publisher : Springer Science & Business Media
ISBN 13 : 1475732775
Total Pages : 148 pages
Book Rating : 4.4/5 (757 download)

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Book Synopsis Creating Customer Value Through Strategic Marketing Planning by : Edwin J. Nijssen

Download or read book Creating Customer Value Through Strategic Marketing Planning written by Edwin J. Nijssen and published by Springer Science & Business Media. This book was released on 2013-11-11 with total page 148 pages. Available in PDF, EPUB and Kindle. Book excerpt: Creating and delivering superior customer value is essential for organizations operating in today's competitive environment. This applies to virtually any kind of organization. It requires a profound understanding of the value creation opportunities in the marketplace, choosing what unique value to create for which customers, and to deliver that value in an effective and efficient way. Strategic marketing management helps to execute this process successfully and to achieving sustainable competitive advantage in the market place. Creating Customer Value Through Strategic Marketing Planning discusses an approach that is both hands-on and embedded in marketing and strategy theory. This book is different from most other marketing strategy books because it combines brief discussions of the underlying theory with the presentation of a selection of useful strategic marketing tools. The structure of the book guides the reader through the process of writing a strategic marketing plan. Suggestions for using the tools help to apply them successfully. This book helps students of marketing strategy to understand strategic marketing planning at work and how to use specific tools. Furthermore, it provides managers with a practical framework and guidelines for making the necessary choices to create and sustain competitive advantage for their organizations.

Strategic Management

Author : Allen Amason
Publisher : Routledge
ISBN 13 : 1135234590
Total Pages : 314 pages
Book Rating : 4.1/5 (352 download)

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Book Synopsis Strategic Management by : Allen Amason

Download or read book Strategic Management written by Allen Amason and published by Routledge. This book was released on 2011-03-17 with total page 314 pages. Available in PDF, EPUB and Kindle. Book excerpt: Leadership, adaptability, value creation. These are the skills necessary for tomorrow's managers. This book is designed to help students think critically and understand fully how to strategically manage their future firms. .

Customer Value Co-Creation

Author : Bernard Quancard
Publisher : Wessex, Incorporated
ISBN 13 : 9780999064962
Total Pages : 134 pages
Book Rating : 4.0/5 (649 download)

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Book Synopsis Customer Value Co-Creation by : Bernard Quancard

Download or read book Customer Value Co-Creation written by Bernard Quancard and published by Wessex, Incorporated. This book was released on 2017-09-30 with total page 134 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book takes an in-depth look at the 10 most critical enablers of an effective strategic customer management initiative, offering an organizational blueprint for a successful SAM program. It then leverages decades of benchmarking data with world-class companies to address the components of an efficient and effective value creation process. The book's third section illuminates the key traits and competencies a strategic account manager needs in order to drive this strategic co-value creation process. And the book's final section imagines the SAM of tomorrow, forecasting the impact of digitalization on the role of the SAM, on the value-creation process, and on the entire strategic customer- centric organization. It is a challenging time for B2B. Disruptors abound, procurement organizations have become highly sophisticated, and the proliferation of data has unleashed forces of change whose repercussions will be felt wide and far. But these challenges also create enormous opportunities for strategic salespeople and strategic account managers who are able to harness them in the service of nurturing strong relationships and building innovative customer solutions that impact their customers' business results.

Customer Relationship Management

Author : Francis Buttle
Publisher : Routledge
ISBN 13 : 1136441344
Total Pages : 494 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 2008-10-23 with total page 494 pages. Available in PDF, EPUB and Kindle. Book excerpt: This definitive textbook explains what CRM is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives. It also looks comprehensively at how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development and how the management disciplines- marketing, sales, IT, change management, human resource, customer service, accounting, and strategic management are implicated in this. This completely revised edition also includes: · A Tutor Resource pack available to instructors who adopt this text · Case examples illustrating CRM in practice · Screenshots of CRM software applications and reviews of technology applications deployed in marketing, sales and customer service Student readers will enjoy the logical structure, easy accessibility and case illustrations. Managers will appreciate the book's freedom from CRM vendor and consultant bias and the independent guidance it provides to those involved in CRM programs and system implementations. This second edition has been completely revised and updated with eight new chapters.

Customer Relationship Management

Author : V. Kumar
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 Strategies in the Digital Era

Author : Nas?r, Süphan
Publisher : IGI Global
ISBN 13 : 1466682329
Total Pages : 322 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 322 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.