The Consumer Relationship Is King

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Customer Relationship Management

Author : Chaturvedi
Publisher : Excel Books India
ISBN 13 : 9788174464569
Total Pages : 222 pages
Book Rating : 4.4/5 (645 download)

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Book Synopsis Customer Relationship Management by : Chaturvedi

Download or read book Customer Relationship Management written by Chaturvedi and published by Excel Books India. This book was released on 2006-03-30 with total page 222 pages. Available in PDF, EPUB and Kindle. Book excerpt: About the Book: Customer Relationship Management CRM was born in the 1990s in the West. In the initial phases, the over enthusiastic businesses invested almost US$ 400 billion. But, the very same businesses were disheartened very soon primarily because there were no * visible. And, there were no quick results mainly because 80 per cent of the investments were made in technology. 'CRM' meant 'technology' to them then; 'CRM' means 'technology' to them even today. However, no business need bother so long as it is ready to go by the 'human' aspect of CRM, and take technology only as a facilitator. This book is an attempt to present this 'human' side of CRM. The authors' belief is that, in the long-term, CRM can be successful only due to its 'human' face. The book is arranged in three Parts. Part I, Customer Relationship Management, contains the academic inputs titled as Customer is King, Customer Managed Relationships MINI-Marketing, Types of CRM, Building Blocks of CRM & CRM Strategies, Customer Relationship Management by Indian Firms, Customer Retention Strategies, HRM in CRM, and Implementing a Technology-based CRM Solution. Part II, Call Centre Management, covers the areas concerning the working of a call centre titled as The Call Centre, Call Centre Functionality, Team Building, Customer Relationship Management, Web-based Customer Support, and Contact Centre Glossary. Part III, Cases, gives a first-hand idea of the working of CRM in the more peculiar contexts, like public sector undertakings through five well documented cases. Contents Part I: Customer Relationship Management, Customer is King, Customer Managed Relationships-Mini-Marketing, Types of CRM, Building Blocks of CRM & CRM Strategy, Customer Relationship Management by Indian Firms, Customer Retention Strategies, HRM in CRM, Implementing a Technology-based CRM Solution, Future Trends in CRM Part II: Call Centre Management, The Call Centre, Call Centre Functionality, Team Building, Customer Relatio

Customer Relationship Management Strategies in the Digital Era

Author : Nas?r, Süphan
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.

Multimedia and Interactive Digital TV

Author : Margherita Pagani
Publisher : IGI Global
ISBN 13 : 1931777381
Total Pages : 259 pages
Book Rating : 4.9/5 (317 download)

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Book Synopsis Multimedia and Interactive Digital TV by : Margherita Pagani

Download or read book Multimedia and Interactive Digital TV written by Margherita Pagani and published by IGI Global. This book was released on 2003-01-01 with total page 259 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Addressing the issues that managers in the multimedia industry have confronted while developing and implementing this innovative technology, this book focuses on the latest research and findings in digital television technologies. Covered are the major issues surrounding digital convergence including the digital metamarket and new digital media devices and their potential for IT convergence at the macro level. Also addressed are multimedia and interactive digital television and the economic implications of these technologies. Additionally, the managerial implications of interactive digital television are covered, including branding strategies for digital television channels and the critical role of content media management."

A Master Class in Brand Planning

Author : Judie Lannon
Publisher : John Wiley & Sons
ISBN 13 : 0470517913
Total Pages : 404 pages
Book Rating : 4.4/5 (75 download)

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Book Synopsis A Master Class in Brand Planning by : Judie Lannon

Download or read book A Master Class in Brand Planning written by Judie Lannon and published by John Wiley & Sons. This book was released on 2007-12-10 with total page 404 pages. Available in PDF, EPUB and Kindle. Book excerpt: In 1988, on Stephen King’s retirement JWT published ‘The King Papers’ a small collection of Stephen King’s published writings spanning 1967-1985. They remain timelessly potentially valuable but are an almost unexploited gold mine. This book is comprised of a selection of 20-25 of Stephen King’s most important articles, each one introduced by a known and respected practitioner who, in turn, describes the relevance of the particular original idea to the communications environment of today. The worth of this material is that, although the context in which the original papers were written is different, the principles themselves are appropriate to marketing communications in today’s more complex media environment. The book will serve as a valuable reference book for today’s practitioners, as well as a unique source of sophisticated, contemporary thinking.

CUSTOMER RELATIONSHIP MANAGEMENT

Author : S. SHANMUGASUNDARAM
Publisher : PHI Learning Pvt. Ltd.
ISBN 13 : 8120333268
Total Pages : 229 pages
Book Rating : 4.1/5 (23 download)

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Book Synopsis CUSTOMER RELATIONSHIP MANAGEMENT by : S. SHANMUGASUNDARAM

Download or read book CUSTOMER RELATIONSHIP MANAGEMENT written by S. SHANMUGASUNDARAM and published by PHI Learning Pvt. Ltd.. This book was released on 2008-04-15 with total page 229 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Relationship Management (CRM) is a modern approach to marketing. It focuses on the individual consumer. Customer is the ‘king’, therefore, the products and services have to be offered in such a way that they suit the needs and preferences of the customer. This comprehensive and easy-to-read text deals with the formulation of methodologies and tools that help business organizations to manage critical customer relationships by supporting all customer-centric processes within an enterprise, including marketing, sales and customer support. In addition, the book emphasizes managing opportunity for optimum productivity, coordinating the specialized activities of multi-functional teams, developing and retaining corporate knowledge and completing complex multi-step processes in a timely and efficient manner. This text is intended for the students of masters in business administration (MBA) and those pursuing postgraduate diploma in marketing management (PGDMM). Besides, the book should prove to be a useful reference for marketing professionals. KEY FEATURES  Covers various dimensions of CRM with several case studies.  Includes the modern concept—e-CRM.  Incorporates deep study of research oriented topics.

Diverse Methods in Customer Relationship Marketing and Management

Author : Lee, In
Publisher : IGI Global
ISBN 13 : 1522556206
Total Pages : 350 pages
Book Rating : 4.5/5 (225 download)

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Book Synopsis Diverse Methods in Customer Relationship Marketing and Management by : Lee, In

Download or read book Diverse Methods in Customer Relationship Marketing and Management written by Lee, In and published by IGI Global. This book was released on 2018-05-25 with total page 350 pages. Available in PDF, EPUB and Kindle. Book excerpt: Consumer interaction and engagement are vital components to help marketers maintain a lasting relationship with their customers. By developing positive relationships with consumers, businesses can better maintain their customers’ loyalty. Diverse Methods in Customer Relationship Marketing and Management is a critical scholarly resource that examines how marketing has shifted to a relationship-oriented model. Due to this, there is an increased need for customer relationship marketing and management to emerge as an invaluable approach to strengthening companies and the customer experience. Featuring coverage on a wide range of topics such as relational marketing technology acceptance model, and consumer buying behavior, this book is a vital resource for marketing professionals, managers, retailers, advertising executives, academicians, and researchers seeking current research on the challenges and opportunities in customer relationship marketing and management.

The Effect of Consumer Relationship Management (CRM) on Employees' Performance in the Banking Sectors, Lagos

Author : Juliet Iwenya
Publisher : GRIN Verlag
ISBN 13 : 3346827712
Total Pages : 29 pages
Book Rating : 4.3/5 (468 download)

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Book Synopsis The Effect of Consumer Relationship Management (CRM) on Employees' Performance in the Banking Sectors, Lagos by : Juliet Iwenya

Download or read book The Effect of Consumer Relationship Management (CRM) on Employees' Performance in the Banking Sectors, Lagos written by Juliet Iwenya and published by GRIN Verlag. This book was released on 2023-03-08 with total page 29 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (postgraduate) from the year 2021 in the subject Business economics - Customer Relationship Management, CRM, , language: English, abstract: This paper examines the effect of consumer relationship management (crm) on employee’s performance in the banking sectors, Lagos. The research addresses the major problem associated with the adoption of customer relationship management by Nigerian banks which eventually exposes banks and customers to intense competition. The study was carried out in Ojo Local Government Area of Lagos State, Nigeria and it was targeted a population of 150 employees and customers of selected banks. Survey research method was used and data from the study were drawn from both primary and secondary sources. A sample size comprising 50 employees and customers were selected using stratified sampling technique and random sampling techniques. Quantitative data from the study was analyzed through descriptive statistics.

Customer Relationship Management

Author : Dr. Pallavi (Joshi)Kapooria
Publisher : Idea Publishing
ISBN 13 :
Total Pages : 164 pages
Book Rating : 4./5 ( download)

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Book Synopsis Customer Relationship Management by : Dr. Pallavi (Joshi)Kapooria

Download or read book Customer Relationship Management written by Dr. Pallavi (Joshi)Kapooria and published by Idea Publishing. This book was released on 2017-08-14 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this era of customer sovereignty, the key to success is to be customer-centric to the core and divert optimum resources towards identifying the right customers and catering to their service needs so as to leverage the relationship with a long-term perspective. In the fierce marketplace, the prime factor that will prove to be a sustainable differentiator is customer loyalty. Marketers must connect with the customers – inform, engaging and energizing them in the process to capture the customers and win over the competition. This book will give an insight into such aspects of CRM and help an organization to develop an apt strategy and build an infrastructure that absolutely must be in place before they can begin to understand the customers and start delivering effective loyalty programs. It emphasizes on the fact that the loyalty is built on trust which results from the total experience that a customer has with your organization throughout the customer lifecycle. This book will primarily cater to the management students who are aspiring managers keen to explore the world of endless opportunities of Marketing & Brand Management. It will provide them with an insight into the core concepts of CRM and equip them to successfully mark their corporate debut. This book also intends to cater to the corporate professionals who are planning to invest in a Customer Relationship Management program. I hope that we will be able to build a relationship through my investment in writing this book and your investment in reading it. Since a relationship is two-way, I hope that we can benefit from each other’s experiences. I would be glad to hear from you, please do share your experience and feedback at [email protected]

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.

CUSTOMER RELATIONSHIP MANAGEMENT

Author : ALOK KUMAR RAI
Publisher : PHI Learning Pvt. Ltd.
ISBN 13 : 8120346955
Total Pages : 529 pages
Book Rating : 4.1/5 (23 download)

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Book Synopsis CUSTOMER RELATIONSHIP MANAGEMENT by : ALOK KUMAR RAI

Download or read book CUSTOMER RELATIONSHIP MANAGEMENT written by ALOK KUMAR RAI and published by PHI Learning Pvt. Ltd.. This book was released on 2012-12-05 with total page 529 pages. Available in PDF, EPUB and Kindle. Book excerpt: This thoroughly revised and enlarged edition brings to light the latest developments taking place in the area of Customer Relationship Management (CRM), and focuses on current CRM practices of various service industries. This edition is organised into five parts containing 19 chapters. Part I focuses on making the readers aware of the conceptual and literary developments, and also on the strategic implementation of the concepts. Part II discusses the research aspects of CRM. Part III deals with the applications of information technologies in CRM. Part IV provides the various newer and emerging concepts in CRM. Finally, Part V analyses the CRM applications in various sectors, industries and companies. Primarily intended as a textbook for the students of Management, the book would prove to be an invaluable asset for professionals in service industries. New to This Edition Includes five new chapters, namely Research Techniques and Methods in Customer Relationship Management; Customer Satisfaction; Customer Loyalty; Service Quality; and Service Recovery Management, along with several additions of new text and revisions of the existing text. Provides latest advancements in CRM to keep the students abreast of these developments. Gives as many as 16 Case Studies with critical analysis of different industries to help the readers understand the subject. Covers a number of illustrations to elucidate the concepts discussed. Gives Project Assignment in each chapter.

Management and Marketing for Improved Retail Competitiveness and Performance

Author : Santos, José Duarte
Publisher : IGI Global
ISBN 13 : 1668485761
Total Pages : 476 pages
Book Rating : 4.6/5 (684 download)

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Book Synopsis Management and Marketing for Improved Retail Competitiveness and Performance by : Santos, José Duarte

Download or read book Management and Marketing for Improved Retail Competitiveness and Performance written by Santos, José Duarte and published by IGI Global. This book was released on 2023-07-28 with total page 476 pages. Available in PDF, EPUB and Kindle. Book excerpt: The growth of companies' online presences is an unquestionable reality. However, not everything goes online, and the physical presences of companies continue to exist, with the physical retail point of sale as a place for experimentation and immediate consumption, brand showroom, and support for online sales, which are fundamental to the shopping experience. Managing a retail point of sale implies acting on several fronts, bearing in mind the market requirements, the point of sale's brand strategy, the strategies of the brands being sold, and all other aspects related to the management of a business, while considering the specificities of a retail point of sale. Management and Marketing for Improved Retail Competitiveness and Performance provides knowledge and skills to allow readers to understand and apply the different concepts, techniques, and tools to manage a retail point of sale in the various aspects of a business. Covering key topics such as advertising, client loyalty, and merchandising, this premier reference source is ideal for business owners, managers, marketers, researchers, scholars, academicians, practitioners, instructors, and students.

The New Advertising

Author : Valerie K. Jones
Publisher : Bloomsbury Publishing USA
ISBN 13 : 1440833435
Total Pages : 845 pages
Book Rating : 4.4/5 (48 download)

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Book Synopsis The New Advertising by : Valerie K. Jones

Download or read book The New Advertising written by Valerie K. Jones and published by Bloomsbury Publishing USA. This book was released on 2016-09-19 with total page 845 pages. Available in PDF, EPUB and Kindle. Book excerpt: The era of "big data" has revolutionized many industries—including advertising. This is a valuable resource that supplies current, authoritative, and inspiring information about—and examples of—current and forward-looking theories and practices in advertising. The New Advertising: Branding, Content, and Consumer Relationships in the Data-Driven Social Media Era supplies a breadth of information on the theories and practices of new advertising, from its origins nearly a quarter of a century ago, through its evolution, to current uses with an eye to the future. Unlike most other books that focus on one niche topic, this two-volume set investigates the overall discipline of advertising in the modern context. It sheds light on significant areas of change against the backdrop of digital data collection and use. The key topics of branding, content, interaction, engagement, big data, and measurement are addressed from multiple perspectives. With contributions from experts in academia as well as the advertising and marketing industries, this unique set is an indispensable resource that is focused specifically on new approaches to and forms of advertising. Readers will gain an understanding of the distinct shifts that have taken place in advertising. They will be able to build their knowledge on frameworks for navigating and capitalizing on today's fragmented, consumer-focused, digital media landscape, and they will be prepared for what the future of advertising will likely bring.

Marketing Management

Author : Luca M. Visconti
Publisher : Routledge
ISBN 13 : 1136597719
Total Pages : 702 pages
Book Rating : 4.1/5 (365 download)

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Book Synopsis Marketing Management by : Luca M. Visconti

Download or read book Marketing Management written by Luca M. Visconti and published by Routledge. This book was released on 2013-03-01 with total page 702 pages. Available in PDF, EPUB and Kindle. Book excerpt: Culture pervades consumption and marketing activity in ways that potentially benefit marketing managers. This book provides a comprehensive account of cultural knowledge and skills useful in strategic marketing management. In making these cultural concepts and frameworks accessible and in discussing how to use them, this edited textbook goes beyond the identification of historical, socio-cultural and political factors and their effects on market outcomes. It builds understanding of the cultural symbols, world views, and practices at the heart of organizations and consumer collectives to better comprehend their relationships in markets. This book highlights the benefits that managers can reap from applying interpretive cultural approaches across the realm of strategic marketing activities including: market segmentation, product and brand positioning, market research, pricing, product development, advertising, and retail distribution, among others. With global contributions grounded in the authors’ primary research with companies such as General Motors, Camper, Prada, Mama Shelter, Kjaer Group, Hom, and the Twilight Community, this edited volume delivers a truly innovative marketing textbook. Marketing Management: A Cultural Perspective brings a timely and relevant learning resource to marketing students, lecturers, and managers across the world.

Research Anthology on Social Media Advertising and Building Consumer Relationships

Author : Management Association, Information Resources
Publisher : IGI Global
ISBN 13 : 1668462885
Total Pages : 2012 pages
Book Rating : 4.6/5 (684 download)

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Book Synopsis Research Anthology on Social Media Advertising and Building Consumer Relationships by : Management Association, Information Resources

Download or read book Research Anthology on Social Media Advertising and Building Consumer Relationships written by Management Association, Information Resources and published by IGI Global. This book was released on 2022-05-13 with total page 2012 pages. Available in PDF, EPUB and Kindle. Book excerpt: Social media has become a key tool that businesses must utilize in all areas of their practices to build relationships with their customer base and promote their products. This technology is no longer optional as those who do not take advantage of the many benefits it offers continue to struggle with outdated practices. In order for businesses to flourish, further study on the advantages social media provides in the areas of marketing and developing consumer relationships is required. The Research Anthology on Social Media Advertising and Building Consumer Relationships considers best practices and strategies of utilizing social media successfully throughout various business fields to promote products, build relationships, and maintain relevancy. This book also discusses common pitfalls and challenges companies face as they attempt to create a name for themselves in the online world. Covering topics such as marketing, human aspects of business, and branding, this major reference work is crucial for managers, business owners, entrepreneurs, researchers, scholars, academicians, practitioners, instructors, and students.

Customer Relationship Management

Author : Roger J. Baran
Publisher : Taylor & Francis
ISBN 13 : 1317419332
Total Pages : 457 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 Taylor & Francis. This book was released on 2016-12-08 with total page 457 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management.

Customer Relationship Management

Author : Federico Rajola
Publisher : Springer Science & Business Media
ISBN 13 : 3540247181
Total Pages : 177 pages
Book Rating : 4.5/5 (42 download)

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Book Synopsis Customer Relationship Management by : Federico Rajola

Download or read book Customer Relationship Management written by Federico Rajola and published by Springer Science & Business Media. This book was released on 2013-03-19 with total page 177 pages. Available in PDF, EPUB and Kindle. Book excerpt: Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management initiatives should be ensured in order to have effective and successful systems. This book offers a solid theoretical and practical perspective on how to face CRM projects, describing the most appropriate technologies and organizational issues that have to be considered. Some explaining cases have been included as well.

Relationship Marketing and Customer Relationship Management

Author : Annekie Brink
Publisher : Juta and Company Ltd
ISBN 13 : 9780702177392
Total Pages : 228 pages
Book Rating : 4.1/5 (773 download)

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Book Synopsis Relationship Marketing and Customer Relationship Management by : Annekie Brink

Download or read book Relationship Marketing and Customer Relationship Management written by Annekie Brink and published by Juta and Company Ltd. This book was released on 2008 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: Presenting a dramatic shift in the way marketing is viewed and how its value is determined, this diverse resource focuses on the retention of customers through excellent customer service. Attending to the “4 Ps” of marketing, the guidebook addresses the ways in which a marketer can make decisions with the customer’s perspective as the priority. With strategies both for one-to-one marketing and for mass customization, this critical handbook offers information for today’s ever-adapting business environment.