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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: Lars Helgeson
Publisher: John Wiley & Sons
Published: 2017-07-05
Total Pages: 375
ISBN-13: 1119368979
DOWNLOAD EBOOKSave time, save money, and grow your business with more effective CRM CRM For Dummies is the small business leader's guide to managing customer interactions. Customer relationship management is a critical part of any business, and it encompasses everything from business strategy and HR to sales, marketing, events, and more. Solutions exist for businesses of any size, but how do you know which one is right for you? What features do you need? Do you have the people and processes in place to get the most out of whichever one you choose? This book is designed to help business leaders better understand effective CRM and identify the right solution for their business—but it's about much more than software; effective CRM requires appropriate team structures, intradepartmental collaboration, and process efficiency. Packed with tactics and strategies that will save your company thousands of dollars and man-hours, these chapters answer the most pressing questions that will make the biggest impact on your sales. Building relationships with current and future customers is the critical point of business. This book helps you bring sales, marketing, and operations together to work toward that common goal, and shows you the tools and techniques that make your efforts more effective. Define your market segments, buyer personas, and voice Build an effective internal structure, and choose the right CRM solution Optimize leads and conduct effective email marketing Streamline processes, automate where possible, and employ analytics Your customers are the lifeblood of your company; you need to reach them, engage them, and retain them—without wasting precious time or money. CRM For Dummies gets you up to speed on the latest, most effective CRM tools and techniques to help your business succeed.
Author: Naresh K Malhotra
Publisher: World Scientific
Published: 2020-12-04
Total Pages: 371
ISBN-13: 1944659730
DOWNLOAD EBOOK'Put this on your bookshelf and in your classroom! This is a comprehensive guide to understanding and managing customer relationships from two top scholars and educators.'Dr Linda L PriceUniversity of Wyoming, andEditor, Journal of Consumer ResearchCustomer relationship marketing (CRM) opportunities are embedded in the entire customer journey spanning several touch points across all stages including prepurchase, purchase, and postpurchase stage. Customer relationship marketing evolved from traditional marketing concept and has broadened its scope today, intersecting with the following domains, namely customer buying behavior process models, customer satisfaction and loyalty, service quality, customer relationship management tools and strategies, customer centricity, and customer engagement activities. A comprehensive, state-of-the-art textbook, Customer Relationship Marketing: Theoretical and Managerial Perspectives is organized as follows:
Author: Vaughan Philip Merlyn
Publisher: Merlyn Group, LLC
Published: 2019-08-12
Total Pages: 256
ISBN-13: 9780984737383
DOWNLOAD EBOOKHow Business Relationship Management can accelerate time to value in the Digital Enterprise.
Author: Disha Experts
Publisher: Disha Publications
Published: 2019-12-04
Total Pages: 601
ISBN-13: 9389645115
DOWNLOAD EBOOKAuthor: Stanley A. Brown
Publisher: Wiley
Published: 2000-04-27
Total Pages: 376
ISBN-13: 9780471644095
DOWNLOAD EBOOKMaximize 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.
Author: Robbie Wheeler
Publisher: Robbie Wheeler
Published: 2020-11-15
Total Pages: 96
ISBN-13: 9781637327364
DOWNLOAD EBOOKBusiness Relationship Management: Relationship Management is the solution for getting to know your customers and developing your business.
Author: Patrick T. Buckley
Publisher: HC Pro, Inc.
Published: 2009-09-10
Total Pages: 191
ISBN-13: 1601463510
DOWNLOAD EBOOKA complete guide for the thoroughly modern healthcare marketer. Written for the marketer in the field using everyday language and scenarios that will help all members of the marketing department do their jobs better, meet the challenges of accountability, and spend marketing dollars wisely, The Complete Guide to Hospital Marketing, Second Edition looks at the complex field of healthcare marketing in a straightforward but engaging way with information, tips, and strategies that facilities of all sizes, types, and budgets can use right away This unique guide also comes with a CD-ROM containing ready-to-use customizable forms, checklists, and other tools and examples that will help marketers promote quality, create a buzz, and face challenges within an organization, including internal marketing.
Author: Max Fatouretchi
Publisher: Packt Publishing Ltd
Published: 2019-05-22
Total Pages: 361
ISBN-13: 1789531233
DOWNLOAD EBOOKThis CRM masterclass gives you a proven approach to modern customer relationship management Key FeaturesProven techniques to architect CRM systems that perform well, that are built on time and on budget, and that deliver value for many yearsCombines technical knowledge and business experience to provide a powerful guide to CRM implementationCovers modern CRM opportunities and challenges including machine learning, cloud hosting, and GDPR complianceBook Description CRM systems have delivered huge value to organizations. This book shares proven and cutting-edge techniques to increase the power of CRM even further. In The Art of CRM, Max Fatouretchi shares his decades of experience building successful CRM systems that make a real difference to business performance. Through clear processes, actionable advice, and informative case studies, The Art of CRM teaches you to design successful CRM systems for your clients. Fatouretchi, founder of Academy4CRM institute, draws on his experience over 20 years and 200 CRM implementations worldwide. Bringing CRM bang up to date, The Art of CRM shows how to add AI and machine learning, ensure compliance with GDPR, and choose between on-premise, cloud, and hybrid hosting solutions. If you’re looking for an expert guide to real-world CRM implementations, this book is for you. What you will learnDeliver CRM systems that are on time, on budget, and bring lasting value to organizationsBuild CRM that excels at operations, analytics, and collaborationGather requirements effectively: identify key pain points, objectives, and functional requirementsDevelop customer insight through 360-degree client view and client profilingTurn customer requirements into a CRM design specArchitect your CRM platformBring machine learning and artificial intelligence into your CRM systemEnsure compliance with GDPR and other critical regulationsChoose between on-premise, cloud, and hybrid hosting solutionsWho this book is for CRM practitioners who want to update their work with new, proven techniques and approaches
Author: Rick Adams
Publisher: CRC Press
Published: 2019-06-14
Total Pages: 373
ISBN-13: 0429594194
DOWNLOAD EBOOK"This book contains so much common sense that my neck was getting tired from nodding my head in agreement so often." Peter Armaly, Senior Director Customer Success, Oracle "...a comprehensive review of the Customer Success role and responsibilities..." Anne Marie Ponder, Senior Manager, IT Infrastructure, Astellas Pharma US "...a must read playbook for all business leaders and customer success-focused professionals." Jason Noble, Global Customer Success and SaaS Leader "I wish a book like this existed when I started in Customer Success!" Cyn Taylor, Enterprise Customer Success Manager, LogicMonitor "...provides all the ingredients to create the right customer success strategy." Baptiste Debever, Head of Growth & Co Founder, Alkalab "...an invaluable resource for anyone with an interest in Customer Success." Adam Joseph, CEO, CSM insight "A structured and logical approach that will help new and experienced CSMs to bridge the gap between Customer Success theory and practical application." James Scott, General Partner, Success Hacker Customer success management is "the practice of helping customers to generate value from using our products" and it is a relatively new and fast-growing profession with many new CSMs coming into it from other customer-facing professions. Due to the speed with which the profession is undergoing change as it matures and expands, both new and existing CSMs need to keep abreast of customer success best practice. However there are relatively few books that provide much in the way of practical guidance for customer success practitioners and even less options for resources such as tools, templates and checklists that enable a consistently high quality approach whilst increasing the CSM’s productivity. Practical Customer Success Management is a practical guide book and comprehensive training manual for CSMs that provides a simple to follow, best practice framework that lays out the core steps at every stage of the customer journey to business outcome success. It describes and explains which situations each step applies to and provides recommendations for activities or tasks that the CSM can perform to complete each step, together with detailed guidance for successfully completing those activities. The book also includes a suite of tools and templates that enable rapid completion of tasks whilst ensuring consistency of approach both across multiple customer engagements and by multiple CSMs within a team.
