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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.
Key Customers
Developing successful business-to-business relationships with more powerful customers in highly competitive markets requires processes and skills that go beyond traditional selling activity. The very best state-of-the-art strategies are set out clearly in this book in a practical way that can be implemented in all organizations. In particular 'Key Customers' looks at: * why has key account management become so critical to commercial success? * what are the key challenges and how do successful companies respond? * why is it vital to understand the role of key account management in strategic pla.
The Handbook to Literary Research
The Handbook to Literary Research is a practical guide for students embarking on postgraduate work in Literary Studies. It introduces and explains research techniques, methodologies and approaches to information resources, paying careful attention to the differences between countries and institutions, and providing a range of key examples. This fully updated second edition is divided into five sections which cover: tools of the trade – a brand new chapter outlining how to make the most of literary resources textual scholarship and book history – explains key concepts and variations in editing, publishing and bibliography issues and approaches in literary research – presents a critical overview of theoretical approaches essential to literary studies the dissertation – demonstrates how to approach, plan and write this important research exercise glossary – provides comprehensive explanations of key terms, and a checklist of resources. Packed with useful tips and exercises and written by scholars with extensive experience as teachers and researchers in the field, this volume is the ideal Handbook for those beginning postgraduate research in literature.
Handbook of CRM
Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.
New Consumer Marketing
Because of the Internet and globalization, the fast moving consumer goods market has been turned on its head and made more competitive than ever. This book synthesizes emerging marketing thinking in the consumer domain with practical advice on how to profit from changes. It illustrates the key issues facing the fast moving consumer goods industry and provides an analysis of cutting-edge management research and academic insight.
Marketing Due Diligence
Marketing due diligence is a process, which has emerged from one of Europe's leading business schools. It blends proven ideas from strategic and financial management with concepts about organisational effectiveness to create a process that directly connects marketing strategy to shareholder value.
Marketing Plans for Service Businesses
'Marketing Plans for Service Businesses' is the answer to the challenge of creating marketing plans that produce significantly improved bottom-line results. It is written in a pragmatic style and each chapter has examples of marketing planning in practice.
How Come Your Marketing Plans Aren't Working?
With more than a quarter million copies sold world-wide of his acclaimed book Marketing Plans, Malcolm McDonald is in a unique position to write this -- his first -- quick-fix guide for busy practitioners who need results now. He has pared down the detailed advice originally found in his 500-page tome to give readers a concise guide to the essentials of what makes a plan work. He sets a challenge for readers to test their own understanding with a series of exercises and looks at the problems of marketing planning, the common obstacles and advises on how to overcome them. This is a little book with big ambition -- to help managers help themselves to deliver marketing plans that deliver results.Contents include: understanding marketing planning; how marketing planning fits with corporate planning; the marketing planning process and its output -- the plan; defining markets and segments prior to planning and lots more. Copyright © Libri GmbH. All rights reserved.
Developing a Secret History with God
"Developing a Secret History with God" is a book written by Margaret M. Bass to help us understand and develop an intimate relationship with God. Indeed, Margaret leads us through prayers that will mature us, change our hearts, transform our thinking and mold us to our Father's image. She also invites each of us to personally embark on a journey that will urge us to deepen our secret history with God. "The words chronicled in this book, 'Developing a Secret History with God', are more than how to's, they are life giving and transformational kingdom principles. They challenge you to invite the Lord to go deep into your CORE... your very Heart. May you embark on this journey that will provoke you to deepen your secret history with God" (Pastor Randy Landis, Founder & Senior Pastor of Lifechurch - Allentown, Pennsylvania).
Malcolm McDonald on Marketing Planning
Presents the essentials of marketing plans and the strategic marketing planning process including, defining markets and segments, setting marketing objectives and strategies, advertising and sales promotion strategies, and price and sales strategies.
