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Customer Relationship Management
Customer Relationship Management presents a ground-breaking strategic framework for successful CRM policy. Built around Professor Payne's five key processes, the book demonstrates a systematic management progression that will guarantee the maximum impact and efficiency of a CRM programme. The book backs up these five processes - strategy development, value creation, channel and media integration, information management and performance assessment - with 16 best practice case studies which set the universal theory in a specific practical context. These feature a range of companies, including Orange, Brittania, Homebase, Canada Life, Sun Microsystems, Natwest, Sears, Roebuck & Co., Nortel Networks and Siemens. The book concludes with interviews from four thought leaders, offering a 'futures' vision forum for CRM. Customer Relationship Management is a vital instrument for anyone who needs to know how to develop and measure effective CRM within an organization. It includes overviews and key learning points preceding each case study, and a summary chapter to draw out the most salient lessons from CRM best practices. For practitioner or academic alike, this is essential reading.
The Principal as School Manager
Designed to teach the principal to efficiently and effectively accomplish noninstructional roles, the third edition of The Principal as School Manager offers advice on expectations and survival techniques to ensure the principal's longevity in the district. Like the previous editions, this book is an essential guide to practice and procedure. Its chapter on school legal issues will be especially useful for principals dealing with improper Internet usage, drug testing, and off-campus searches. Other chapters will explain the role of the assistant principal, the importance of maintaining safe schools in a climate of violence, and the relationship between the principal and the superintendent. This third edition contains new chapters and sections on managing the school curriculum, special education, classroom walk-throughs, creating a healthly school environment, and cyberbullying. Appropriate also for graduate courses on the principalship, educational administration, educational leadership, and personnel administration, The Principal as School Leader is the go-to guide for both novice and veteran school principals.
Managing the Cooperative Difference
COOPNET: Human Resources Development for Cooperative Management and Networking.
Cracking the Intercollegiate General Surgery FRCS Viva
The FRCS examination is the last hurdle on the road to independent practice as a consultant surgeon in the United Kingdom and Ireland. The voce viva portion of the exam can be particularly challenging for candidates who must demonstrate not only their knowledge of various surgical topics, but also their reasoning and decision-making abilities. Cracking the Intercollegiate General Surgery FRCS Viva: A Revision Guide provides the framework and knowledge to pass the non-subspecialty sections of the FRCS (General Surgery) viva and clinical examination. This comprehensive revision text covers all essential topics in critical care, emergency and general surgery as well as critical appraisal of res...
The Principal as School Manager, 2nd ed
Designed to teach the principal to become efficient and effective in accomplishing noninstructional roles, this book offers advice on expectations and survival techniques to ensure the principal's longevity in the district. Like the previous edition, it provides a practical guide to practice and procedure in these vital areas. This second edition has updated the chapter on law dealing with pertinent issues such as: Internet usage, drug testing, off-campus searches. Other chapters include topics on: the role of the assistant principal, the importance of maintaining safe schools in a climate of violence, the relationship between the principal and the superintendent. Will be appropriate for graduate courses in the principalship, educational administration, educational leadership, and personnel administration.
Crisis in the Caribbean
Originally published in 1983, this anthology was the first to integrate the political experiences of the Central American mainland and the Caribbean archipelago and provides analyses of some of the most explosive events of the 1970s and 80s in this region, including the Jonestown massacre, the failures of the Burnham regime in Guyana, the tumultuous elections in Jamaica in 1980, the army officers’ coup d’état in Suriname, the revolutions in Grenada and Nicaragua and the revolutionary upheaval in El Salvador. It also shows how the regional crisis affected such prosperous countries as Trinidad and Tobago and such politically stable regimes in St. Vincent and the French colonies of Martinique and Guadelope. It also discusses the development of the first Socialist regime in the region, Cuba
Annual Commencement
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