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Author: Janice Reynolds
Publisher: CRC Press
Published: 2002-02-05
Total Pages: 303
ISBN-13: 1482280787
DOWNLOAD EBOOKIn today's global economy the customer has more and better choices than ever before, bringing on one of the biggest challenges the business community faces today - customer loyalty and retention. To thrive in today's customer-driven economy a company need
Author: Bryan Foss
Publisher: Kogan Page Publishers
Published: 2002
Total Pages: 724
ISBN-13: 9780749436964
DOWNLOAD EBOOKPacked with international case studies and examples, the book begins with a detailed analysis of the state of CRM and e-business in the financial services globally, and then goes on to provide comprehensive and practical guidance on: making the most of your customer base; systems and data management; risk and compliance; channels and value chain issues; implementation; strategic implications.
Author: Barton J. Goldenberg
Publisher: Pearson Education
Published: 2015
Total Pages: 273
ISBN-13: 0134133900
DOWNLOAD EBOOKSocial CRM is already enabling innovative companies to engage customers through powerfully effective two-way dialogues, and to build customer-centric strategies that drive real value. In this book the field's leading expert offers a proven, four-step methodology for making Social CRM work in any organization: B2B, B2C, or B2B2C. Writing for both decision-makers and implementers, Barton Goldenberg shows how to integrate people, process and technology to optimize relationships with every customer, achieve seamless collaboration across customer-facing functions, and make the most of today's leading social platforms. Goldenberg shows how to: Systematically harvest information from Social Media conversations and communities: Facebook, Twitter, LinkedIn, Google+, and beyond Integrate this information into expanded customer profiles Use these profiles to personalize your customer service, marketing messages, and sales offers far more effectively Goldenberg assesses the changing impact of social media on customer relationships, identifies smarter ways to profitably integrate it throughout your business, guides you through Social CRM planning and implementation, and examines key challenges and opportunities in leveraging Social CRM after you've deployed it. You'll find practical advice on issues ranging from strategy to software selection, vendor negotiation to team development and day-to-day operations. Goldenberg concludes by previewing the future of Social CRM - and the fast-changing customer tomorrow's systems must serve.
Author: Michael Pearce
Publisher: Business Expert Press
Published: 2021-03-08
Total Pages: 170
ISBN-13: 195334965X
DOWNLOAD EBOOKCRM first entered the business vocabulary in the early 90’s; initially as a systems driven technical solution. It has since escalated in importance as system providers increased their market penetration of the business market and, in parallel, CRM’s strategic importance gained more traction as it was recognized that CRM was, at its heart, a business model in the pursuit of sustainable profit. This was accentuated by the academic community stepping up their interest in the subject in the early 2000’s. Today, it is a universal business topic which has been re-engineered by the online shopping revolution in which the customer is firmly placed at the center of the business. The current reality, however, is that, for the vast majority of businesses, CRM has not been adopted as a business philosophy and practicing business model. It has not been fully understood and therefore fully embraced and properly implemented. The author addresses this head-on by stripping CRM down into its component parts by delving into and explaining the role and relevance of the C, R, and M in CRM. This is a practical guide but set within a strategic framework. The outage is clear actionable insights and how to convert them into delivery. It is written in an easily digestible, non-jargon style, with case studies to demonstrate how CRM works. This book can be immediately used as the primary practical reference to guide the development and implementation of a CRM strategy.
Author: Dick Lee
Publisher: High Yield Marketing Press
Published: 2000
Total Pages: 222
ISBN-13: 9780967375731
DOWNLOAD EBOOKAuthor: V. Kumar
Publisher: John Wiley & Sons
Published: 2012-07-26
Total Pages: 227
ISBN-13: 1118349199
DOWNLOAD EBOOKStatistical Methods in Customer Relationship Management focuses on the quantitative and modeling aspects of customer management strategies that lead to future firm profitability, with emphasis on developing an understanding of Customer Relationship Management (CRM) models as the guiding concept for profitable customer management. To understand and explore the functioning of CRM models, this book traces the management strategies throughout a customer’s tenure with a firm. Furthermore, the book explores in detail CRM models for customer acquisition, customer retention, customer acquisition and retention, customer churn, and customer win back. Statistical Methods in Customer Relationship Management: Provides an overview of a CRM system, introducing key concepts and metrics needed to understand and implement these models. Focuses on five CRM models: customer acquisition, customer retention, customer churn, and customer win back with supporting case studies. Explores each model in detail, from investigating the need for CRM models to looking at the future of the models. Presents models and concepts that span across the introductory, advanced, and specialist levels. Academics and practitioners involved in the area of CRM as well as instructors of applied statistics and quantitative marketing courses will benefit from this book.
Author: Francis Buttle
Publisher: Routledge
Published: 2009
Total Pages: 495
ISBN-13: 1856175227
DOWNLOAD EBOOKThis 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.
Author: Jill Dyché
Publisher: Addison-Wesley Professional
Published: 2002
Total Pages: 338
ISBN-13: 9780201730623
DOWNLOAD EBOOKCRM is an integrated information system that is used to plan, schedule and control the pre-sales and post-sales activities in an organization. This text is a manager's guide to making the most of CRM techniques for enhancing customer service, sales force effectiveness and marketing strategy.
Author: Konstantinos K. Tsiptsis
Publisher: John Wiley & Sons
Published: 2011-08-24
Total Pages: 288
ISBN-13: 1119965454
DOWNLOAD EBOOKThis 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.
Author: Philip Bligh
Publisher: John Wiley & Sons
Published: 2004-05-18
Total Pages: 225
ISBN-13: 0471663832
DOWNLOAD EBOOKBuilding and maintaining a customer-centered enterprise cost-effectively is a hot topic and key business issue. This book provides the definitive work on how to derive return from investment. It shows readers strategies for successful CRM implementation into a company, and how to achieve a good ROI through CRM, and also details best practices.
