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The CRM Handbook
CRM 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.
Customer Data Integration
"Customers are the heart of any business. But we can't succeed if we develop only one talk addressed to the 'average customer.' Instead we must know each customer and build our individual engagements with that knowledge. If Customer Relationship Management (CRM) is going to work, it calls for skills in Customer Data Integration (CDI). This is the best book that I have seen on the subject. Jill Dyché is to be complimented for her thoroughness in interviewing executives and presenting CDI." -Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing Kellogg School of Management, Northwestern University "In this world of killer competition, hanging on to existing customers...
The New IT: How Technology Leaders are Enabling Business Strategy in the Digital Age
Introducing a Powerful New Business Model for Today’s IT Blogger, speaker, software executive, and bestselling author Jill Dyché has been thinking about leadership a lot lately. Having consulted with business and IT executives with Fortune 500 companies for most of her career, she has heard a common refrain: “What should we do about shadow IT?” She’s decided to address the answer head-on. With the onslaught of cloud solutions, consumerization of technology, and increasingly tech-savvy business people, it’s time for a manifesto for leaders who recognize—and are nervous about—the demands of the digital age. Whether you’re an executive, department head, or IT manager, The New I...
The New IT: How Technology Leaders are Enabling Business Strategy in the Digital Age
Introducing a Powerful New Business Model for Today’s IT Blogger, speaker, software executive, and bestselling author Jill Dyché has been thinking about leadership a lot lately. Having consulted with business and IT executives with Fortune 500 companies for most of her career, she has heard a common refrain: “What should we do about shadow IT?” She’s decided to address the answer head-on. With the onslaught of cloud solutions, consumerization of technology, and increasingly tech-savvy business people, it’s time for a manifesto for leaders who recognize—and are nervous about—the demands of the digital age. Whether you’re an executive, department head, or IT manager, The New I...
Data Governance and Compliance
This book sets the stage of the evolution of corporate governance, laws and regulations, other forms of governance, and the interaction between data governance and other corporate governance sub-disciplines. Given the continuously evolving and complex regulatory landscape and the growing number of laws and regulations, compliance is a widely discussed issue in the field of data. This book considers the cost of non-compliance bringing in examples from different industries of instances in which companies failed to comply with rules, regulations, and other legal obligations, and goes on to explain how data governance helps in avoiding such pitfalls. The first in a three-volume series on data governance, this book does not assume any prior or specialist knowledge in data governance and will be highly beneficial for IT, management and law students, academics, information management and business professionals, and researchers to enhance their knowledge and get guidance in managing their own data governance projects from a governance and compliance perspective.
E-Data
Dyche presents the complete manager's briefing on what data warehousing technology can do today and how to achieve optimal results. Using real-world case studies from Charles Schwab, Bank of America, Qantas, 20th Century Fox, and others, she covers decision support, database marketing, and many industry-specific data warehouse applications.
Managing Customer Experience and Relationships
Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you'll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize ...
101 Lightbulb Moments in Data Management
A collection of the best contributions from DataFlux's featured experts.
Data Governance and Data Management
This book delves into the concept of data as a critical enterprise asset needed for informed decision making, compliance, regulatory reporting and insights into trends, behaviors, performance and patterns. With good data being key to staying ahead in a competitive market, enterprises capture and store exponential volumes of data. Considering the business impact of data, there needs to be adequate management around it to derive the best value. Data governance is one of the core data management related functions. However, it is often overlooked, misunderstood or confused with other terminologies and data management functions. Given the pervasiveness of data and the importance of data, this boo...
Principles of the Business Rule Approach
The idea of Business Rules has been around for a while. Simply put, a Business Rule is a statement that defines or constrains some aspect of the business. In practice they are meant to reduce or eliminate the delays, waste, and frustration associated with the IT department having to be involved with almost every action affecting an organization's information systems. The advent of Web services has created renewed interest in them. There are now several well established rules-based products that have demonstrated the effectiveness of their use. But until now there has not been a definitive guide to Business Rules. Ron Ross, considered to be the father of Business Rules, will help organizations apply this powerful solution to their own computer system problems. This book is intended to be the first book that anyone from an IT manager to a business manager will read to understand what Business Rules are, and what how they can be applied to their own situation.
