The Dark Side Of Crm

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The Dark Side of CRM

Author : Bang Nguyen
Publisher : Routledge
ISBN 13 : 1317622006
Total Pages : 304 pages
Book Rating : 4.3/5 (176 download)

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Book Synopsis The Dark Side of CRM by : Bang Nguyen

Download or read book The Dark Side of CRM written by Bang Nguyen and published by Routledge. This book was released on 2015-09-04 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm’s profitability and RoI. The management of customer relationships is core to the success and even survival of the firm. As The Dark Side of CRM explores, this is an area fraught with difficulties, duplicitous practice and undesirable behaviours. These need acknowledging, mitigating and controlling. This book is the first of its kind to define these dark sides, exploring also how firms and policy-makers might address such behaviours and manage them successfully. With contributions from many of the leading exponents globally of CRM and understanding customers, The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy.

The Dark Side of CRM

Author : Bang Nguyen
Publisher : Routledge
ISBN 13 : 1317621999
Total Pages : 304 pages
Book Rating : 4.3/5 (176 download)

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Book Synopsis The Dark Side of CRM by : Bang Nguyen

Augmented Customer Strategy

Author : Gilles N'Goala
Publisher : John Wiley & Sons
ISBN 13 : 1786303728
Total Pages : 326 pages
Book Rating : 4.7/5 (863 download)

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Book Synopsis Augmented Customer Strategy by : Gilles N'Goala

Download or read book Augmented Customer Strategy written by Gilles N'Goala and published by John Wiley & Sons. This book was released on 2019-07-30 with total page 326 pages. Available in PDF, EPUB and Kindle. Book excerpt: Digital transformation is shaping a new landscape for businesses and their customers. For marketing professionals, advancing technology (artificial intelligence, robots, chatbots, etc.) and the explosion of personal data available present great opportunities to offer customers experiences that are ever richer, more fluid and more connected. For customers, this ecosystem is synonymous with new roles. They are more autonomous and have power alongside the company: they influence, innovate, punish and more. These developments push companies to implement new customer strategies. It is in this context, marked by pitfalls and paradoxes, that the authors of this book reflect on the customer relationship, what it has become and what it will be tomorrow. The book provides practitioners, teacher-researchers and Master's students with a state of the art and a prospective vision of customer relations in a digital world. It is aimed at those who want to gain an up-to-date understanding of the field and find all the keys needed to project themselves into the future.

Ethics in Marketing and Communications

Author : M. McKinley
Publisher : Springer
ISBN 13 : 0230367143
Total Pages : 130 pages
Book Rating : 4.2/5 (33 download)

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Book Synopsis Ethics in Marketing and Communications by : M. McKinley

Download or read book Ethics in Marketing and Communications written by M. McKinley and published by Springer. This book was released on 2011-12-13 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book takes an international perspective on the topical issues of marketing ethics and ethical communications. The contributors are professors of business in various European institutions who bring their international background and experience to this body of work.

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.

Strategic Customer Management

Author : Adrian Payne
Publisher : Cambridge University Press
ISBN 13 : 1107328411
Total Pages : 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 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.

Sams Teach Yourself Microsoft Dynamics CRM 2011 in 24 Hours

Author : Anne Stanton
Publisher : Sams Publishing
ISBN 13 : 0672335379
Total Pages : 517 pages
Book Rating : 4.6/5 (723 download)

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Book Synopsis Sams Teach Yourself Microsoft Dynamics CRM 2011 in 24 Hours by : Anne Stanton

Download or read book Sams Teach Yourself Microsoft Dynamics CRM 2011 in 24 Hours written by Anne Stanton and published by Sams Publishing. This book was released on 2012 with total page 517 pages. Available in PDF, EPUB and Kindle. Book excerpt: This title explains how the core Dynamics CRM 2011 fits in today's organizations and explains everything users and managers need to make the most of it.

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.

Total Relationship Marketing

Author : Evert Gummesson
Publisher : Routledge
ISBN 13 : 1136354190
Total Pages : 392 pages
Book Rating : 4.1/5 (363 download)

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Book Synopsis Total Relationship Marketing by : Evert Gummesson

Download or read book Total Relationship Marketing written by Evert Gummesson and published by Routledge. This book was released on 2011-01-05 with total page 392 pages. Available in PDF, EPUB and Kindle. Book excerpt: This third edition of Total Relationship Marketing confirms it as a classic text on the subject of relationship marketing and CRM, areas which have become accepted – and debated – parts of marketing but are currently undergoing dramatic change. A major contribution to marketing thought internationally, this seminal title presents a powerful in-depth analysis of relational approaches to marketing where the three words relationships, networks and interaction are king. The book effects a dramatic shift in the fundamentals of marketing thought, with the author’s refined model of thirty relationships, the 30Rs, presenting a sophisticated and cogent challenge to the traditional 4Ps schema. Previous editions were widely praised as breakthrough texts in the field, combining incisive and searching analysis with an accessible and pragmatic approach to putting the theory to work. This third edition is the first book on relationship marketing and CRM to integrate the ongoing evolution in marketing through the service-dominant logic, lean consumption and the customer’s value chain, the augmented role of the customer in value creation, the increasing importance of customer-to-customer (C2C) interaction, network-based many-to-many marketing, and marketing accountability and metrics. It addresses both the high tech, information technology aspects of marketing and the high touch, human aspects. Further, customer-centricity is suggested to be broadened to balanced centricity, a trade-off between the needs of all stakeholders of a network of relationships. Examples, cases, concepts and references have been updated. Highly informative, practical in style and packed with illustrations from real companies, Total Relationship Marketing is an essential resource for all serious marketing practitioners as well as undergraduate and postgraduate students.

Partnering with the Frenemy

Author : Sandy Jap
Publisher : FT Press
ISBN 13 : 0134386930
Total Pages : 314 pages
Book Rating : 4.1/5 (343 download)

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Book Synopsis Partnering with the Frenemy by : Sandy Jap

Download or read book Partnering with the Frenemy written by Sandy Jap and published by FT Press. This book was released on 2015-11-28 with total page 314 pages. Available in PDF, EPUB and Kindle. Book excerpt: Selected as a finalist for the 2018 Leonard L. Berry Marketing Book Award! Why do crucial business partnerships and alliances fail so often and how can you keep it from happening to you? Partnering with the Frenemy answers these questions, helping you anticipate, prevent, and solve the problems that lead close business relationships to implode. Drawing on cutting-edge research, Sandy Jap illuminates the widespread “frenemy” phenomenon in organizational partnerships, where partners who start as non-competitive “friends” become “enemies” over time. She identifies key economical and structural causes of “frenemization,” in which success creates imbalances in power dynamics, leading partners to generate resentment, contempt, and often direct competition. She also illuminates crucial social causes for partnership failure, where seemingly innocuous acts of interpersonal opportunism and “sins of omission” gradually poison collaboration. To support her insights, she offers numerous case studies, both ongoing and historical, including Samsung/Google, Martha Stewart/Macy’s, Oracle/Sun Microsystems, Best Buy/Apple, Calvin Klein/Warnaco, and Nike/Footlocker. Most important, she offers specific recommendations for avoiding problems, revitalizing weakening partnerships, and recognizing when a partnership can’t be saved. IT’S NOT JUST ABOUT CONTRACTS AND MONEY Understand how to better manage emotions, suspicions, and expectations from Day 1 WHAT YOU CAN LEARN FROM OTHERS’ FAILING PARTNERSHIPS Anticipate, prevent, and mitigate the core causes of business relationship failure RECOGNIZE PARTNERING “OPPORTUNISM” BEFORE IT DESTROYS COLLABORATION Fix partnering problems while you still can IT’S NOT A MARRIAGE: HOW TO BECOME COMFORTABLE SAYING GOODBYE Know when to end a partnership, and how to part as “friends”

Heads in Beds

Author : Jacob Tomsky
Publisher : Anchor
ISBN 13 : 1101973749
Total Pages : 370 pages
Book Rating : 4.1/5 (19 download)

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Book Synopsis Heads in Beds by : Jacob Tomsky

Download or read book Heads in Beds written by Jacob Tomsky and published by Anchor. This book was released on 2016-07-26 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the tradition of Kitchen Confidential and Waiter Rant, a rollicking, eye-opening, fantastically indiscreet memoir of a life spent (and misspent) in the hotel industry. Jacob Tomsky never intended to go into the hotel business. As a new college graduate, armed only with a philosophy degree and a singular lack of career direction, he became a valet parker for a large luxury hotel in New Orleans. Yet, rising fast through the ranks, he ended up working in “hospitality” for more than a decade, doing everything from supervising the housekeeping department to manning the front desk at an upscale Manhattan hotel. He’s checked you in, checked you out, separated your white panties from the white bed sheets, parked your car, tasted your room-service meals, cleaned your toilet, denied you a late checkout, given you a wake-up call, eaten M&Ms out of your minibar, laughed at your jokes, and taken your money. In Heads in Beds he pulls back the curtain to expose the crazy and compelling reality of a multi-billion-dollar industry we think we know. Heads in Beds is a funny, authentic, and irreverent chronicle of the highs and lows of hotel life, told by a keenly observant insider who’s seen it all. Prepare to be amused, shocked, and amazed as he spills the unwritten code of the bellhops, the antics that go on in the valet parking garage, the housekeeping department’s dirty little secrets—not to mention the shameless activities of the guests, who are rarely on their best behavior. Prepare to be moved, too, by his candor about what it’s like to toil in a highly demanding service industry at the luxury level, where people expect to get what they pay for (and often a whole lot more). Employees are poorly paid and frequently abused by coworkers and guests alike, and maintaining a semblance of sanity is a daily challenge. Along his journey Tomsky also reveals the secrets of the industry, offering easy ways to get what you need from your hotel without any hassle. This book (and a timely proffered twenty-dollar bill) will help you score late checkouts and upgrades, get free stuff galore, and make that pay-per-view charge magically disappear. Thanks to him you’ll know how to get the very best service from any business that makes its money from putting heads in beds. Or, at the very least, you will keep the bellmen from taking your luggage into the camera-free back office and bashing it against the wall repeatedly.

Doing Archaeology

Author : Thomas F King
Publisher : Routledge
ISBN 13 : 1315430126
Total Pages : 169 pages
Book Rating : 4.3/5 (154 download)

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Book Synopsis Doing Archaeology by : Thomas F King

Download or read book Doing Archaeology written by Thomas F King and published by Routledge. This book was released on 2016-06-16 with total page 169 pages. Available in PDF, EPUB and Kindle. Book excerpt: What is archaeology, and why should we do it? Tom King, arguably the best-known heritage management consultant in the United States, answers the basic question of every introductory student from the unique perspective of one who actively uses archaeology for cultural resource management. Designed as a supplement for introduction to archaeology classes, this brief and breezy book runs the reader through the major principles of archaeology, using examples from the author’s own field work and that of others. King shows how contemporary archaeology, as part of the larger cultural resource management endeavor, acts to help preserve and protect prehistoric and historic sites in the United States and elsewhere. Brief biographies of other CRM archaeologists help students envision career paths they might emulate. The bookends with an exploration of some of the thorny problems facing the contemporary archaeologist to help foster class discussion. An ideal ice-breaker for introductory college classes in archaeology, one that will get students engaged in the subject and thinking about its challenges.

Strategic Retail Management

Author : Joachim Zentes
Publisher : Springer Gabler
ISBN 13 : 9783658101824
Total Pages : 0 pages
Book Rating : 4.1/5 (18 download)

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Book Synopsis Strategic Retail Management by : Joachim Zentes

Download or read book Strategic Retail Management written by Joachim Zentes and published by Springer Gabler. This book was released on 2016-10-18 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is devoted to the dynamic development of retailing. The focus is on various strategy concepts adopted by retailing companies and their implementation in practice. This is not a traditional textbook or collection of case studies; it aims to demonstrate the complex and manifold questions of retail management in the form of twenty lessons, where each lesson provides a thematic overview of key issues and illustrates them via a comprehensive case study. The examples are all internationally known retail companies, to facilitate an understanding of what is involved in strategic retail management and illustrate best practices. In the third edition, all chapters were revised and updated. Two new chapters were added to treat topics like corporate social responsibility as well as marketing communication. All case studies were replaced by new ones to reflect the most recent developments. Well-known retail companies from different countries, like Tesco, Zalando, Hugo Boss, Carrefour, Amazon, Otto Group, are now used to illustrate particular aspects of retail management.

Handbook of Research on Engineering Innovations and Technology Management in Organizations

Author : Gaur, Loveleen
Publisher : IGI Global
ISBN 13 : 1799827739
Total Pages : 459 pages
Book Rating : 4.7/5 (998 download)

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Book Synopsis Handbook of Research on Engineering Innovations and Technology Management in Organizations by : Gaur, Loveleen

Download or read book Handbook of Research on Engineering Innovations and Technology Management in Organizations written by Gaur, Loveleen and published by IGI Global. This book was released on 2020-04-17 with total page 459 pages. Available in PDF, EPUB and Kindle. Book excerpt: As technology weaves itself more tightly into everyday life, socio-economic development has become intricately tied to these ever-evolving innovations. Technology management is now an integral element of sound business practices, and this revolution has opened up many opportunities for global communication. However, such swift change warrants greater research that can foresee and possibly prevent future complications within and between organizations. The Handbook of Research on Engineering Innovations and Technology Management in Organizations is a collection of innovative research that explores global concerns in the applications of technology to business and the explosive growth that resulted. Highlighting a wide range of topics such as cyber security, legal practice, and artificial intelligence, this book is ideally designed for engineers, manufacturers, technology managers, technology developers, IT specialists, productivity consultants, executives, lawyers, programmers, managers, policymakers, academicians, researchers, and students.

Data Mining Techniques in CRM

Author : Konstantinos K. Tsiptsis
Publisher : John Wiley & Sons
ISBN 13 : 1119965454
Total Pages : 288 pages
Book Rating : 4.1/5 (199 download)

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Book Synopsis Data Mining Techniques in CRM by : Konstantinos K. Tsiptsis

Download or read book Data Mining Techniques in CRM written by Konstantinos K. Tsiptsis and published by John Wiley & Sons. This book was released on 2011-08-24 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is an applied handbook for the application of data mining techniques in the CRM framework. It combines a technical and a business perspective to cover the needs of business users who are looking for a practical guide on data mining. It focuses on Customer Segmentation and presents guidelines for the development of actionable segmentation schemes. By using non-technical language it guides readers through all the phases of the data mining process.

The Changelings

Author : Christina Soontornvat
Publisher : Sourcebooks, Inc.
ISBN 13 : 1492632619
Total Pages : 288 pages
Book Rating : 4.4/5 (926 download)

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Book Synopsis The Changelings by : Christina Soontornvat

Download or read book The Changelings written by Christina Soontornvat and published by Sourcebooks, Inc.. This book was released on 2016-09-06 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: All Izzy wants is for something interesting to happen in her sleepy little town. But her wish becomes all too real when a mysterious song floats through the woods and lures her little sister Hen into the forest...where she vanishes. A frantic search leads to a strange hole in the ground that Izzy enters. But on the other side, she discovers that the hole was not a hole, this place is not Earth, and Hen is not lost. She's been stolen away to the land of Faerie, and it's up to Izzy to bring her home. But inside Faerie, trouble is brewing-and Izzy is in way over her head. A ragtag group of outlaw Changelings offer to help, but she must decide whether a boulder that comes to life, a girl who looks like a ghost, and a boy who is also a stag can help her save Hen before it's too late. Praise for The Changelings: "Fresh and imaginative—new inventions on every page. I loved every ingenious twist and turn right up to the wonderfully satisfying ending." —Katherine Catmull, author of The Radiant Road and Summer and Bird. "The Changelings is charming! Perfect for readers who love stories full of magic, adventure, mystery and fairies, topped off with a satisfying and very happy ending. Soontornvat's debut sparkles and delights!" —Nikki Loftin, author of The Sinister Sweetness of Splendid Academy

The Mom Test

Author : Rob Fitzpatrick
Publisher : Robfitz Ltd
ISBN 13 : 1492180742
Total Pages : 130 pages
Book Rating : 4.4/5 (921 download)

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Book Synopsis The Mom Test by : Rob Fitzpatrick

Download or read book The Mom Test written by Rob Fitzpatrick and published by Robfitz Ltd. This book was released on 2013-10-09 with total page 130 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Mom Test is a quick, practical guide that will save you time, money, and heartbreak. They say you shouldn't ask your mom whether your business is a good idea, because she loves you and will lie to you. This is technically true, but it misses the point. You shouldn't ask anyone if your business is a good idea. It's a bad question and everyone will lie to you at least a little . As a matter of fact, it's not their responsibility to tell you the truth. It's your responsibility to find it and it's worth doing right . Talking to customers is one of the foundational skills of both Customer Development and Lean Startup. We all know we're supposed to do it, but nobody seems willing to admit that it's easy to screw up and hard to do right. This book is going to show you how customer conversations go wrong and how you can do better.