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Customer Relationship Management
This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overh...
CRM
This book introduces students to CRM (customer relationship management), a strategic methodology that's being embraced in increasing numbers by organizations looking to gain a competitive advantage. With in-depth coverage of business and consumer markets in various vertical markets, the impact of new technology and more, it helps readers understand how an enhanced customer relationship environment can differentiate an organization in a highly competitive marketplace. Featuring the latest developments in the discipline, a cohesive approach, and pedagogical materials (including chapter exercises that connect theory with action), it is the one-stop-source for a comprehensive CRM course.
Firm Competitive Advantage Through Relationship Management
Relationship management (RM) is an essential part of business, but its success as a business model can be hard to measure, with some firms embracing a model that is truly relationship-orientated, while others claim to be relationship-orientated but in fact prefer transactional short-term gain. This open access book aims to develop a mid-range theory of relationship management, examining truly relationship-orientated firms to discover not only what qualities these firms have that make them successful at the RM model, but also what benefits this model has for the firm. It addresses questions like how RM-mature companies achieve and sustain competitive advantage, and what determines the scale and scope of these firms, illustrating with case studies. This book will be of interest to scholars studying leadership and strategy, especially those interested in relationship management, business ethics and corporate social responsibility. It will also be of interest to professionals looking to develop their understanding of relationship management.
The Definitive Guide to Social CRM
Social 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 c...
The Wallet Allocation Rule
Customer Loyalty Isn't Enough—Grow Your Share of Wallet The Wallet Allocation Rule is a revolutionary, definitive guide for winning the battle for share of customers' hearts, minds, and wallets. Backed by rock-solid science published in the Harvard Business Review and MIT Sloan Management Review, this landmark book introduces a new and rigorously tested approach—the Wallet Allocation Rule—that is proven to link to the most important measure of customer loyalty: share of wallet. Companies currently spend billions of dollars each year measuring and managing metrics like customer satisfaction and Net Promoter Score (NPS) to improve customer loyalty. These metrics, however, have almost no ...
Mixed Methods Research for Improved Scientific Study
The clear division between quantitative and qualitative research methods becomes problematic when students begin conducting extensive research for the first time, often as part of a master’s thesis or dissertation. In order to handle such complexities in the selection of research methods, a Mixed Methods Research (MMR) approach is one proposed solution. Mixed Methods Research for Improved Scientific Study seeks to demonstrate how mixed methods research designs can address a wide array of scientific questions across disciplines. Focusing on essential concepts and methods for a hybrid approach to quantitative and qualitative research methods for real-world implementation, this publication is ideally designed for students and researchers interested in refining their research skills as well as educators seeking to integrate research methods coursework into the graduate curriculum.
Mass Communication Theory
This new edition of Baran and Davis's successful text provides a comprehensive, historically based, introduction to mass communication theory. Clearly written with examples, graphics, and other materials to illustrate key theories, this edition (now streamlined to increase accessibility) traces the emergence of two main bodies of mass communication theory: social, behavioral and critical, cultural. The authors emphasize that media theories are human creations that typically are intended to address specific problems or issues.
Dermatologic Principles and Practice in Oncology
The first book focusing specifically on frequent and frequently disabling side effects involving the skin, hair and nails in cancer patients According to the World Health Organization, there are approximately thirty million people living with a diagnosis of cancer – the majority of whom will receive surgery, systemic therapy, and/or radiation, and who will suffer from dermatologic adverse events. Dermatologists and oncologists are only beginning to grapple with these events, which pose serious quality-of-life issues with so many patients, and will become more prevalent as survival rates improve, thanks in part to new cancer treatments and drug regimens. Concentrating on a topic that has on...
Landslides and Engineered Slopes. Experience, Theory and Practice
Landslides and Engineered Slopes. Experience, Theory and Practice contains the invited lectures and all papers presented at the 12th International Symposium on Landslides, (Naples, Italy, 12-19 June 2016). The book aims to emphasize the relationship between landslides and other natural hazards. Hence, three of the main sessions focus on Volcanic-induced landslides, Earthquake-induced landslides and Weather-induced landslides respectively, while the fourth main session deals with Human-induced landslides. Some papers presented in a special session devoted to "Subareal and submarine landslide processes and hazard” and in a “Young Session” complete the books. Landslides and Engineered Slo...
