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Customer Loyalty Programmes and Clubs
In every industry, and any company, customer loyalty marketing is an important pillar of corporate strategy. This second edition of Customer Loyalty Programmes and Clubs, explains how the key to effective protection against competition lies in identifying and offering your customers the right combination of financial and non-financial benefits. Stephen Butscher has reviewed the developments that have taken place since his original successful step-by-step guide was published and now includes 'pricing for customer loyalty' and 'e-loyalty' along with extra case studies. He takes you through all the necessary stages to research, plan and launch a programme that builds and develops the relationship between you and your customers, and emphasises value measurement and selection of the right benefits, enabling you to integrate the loyalty programme into every part of your organization. Customer Loyalty Programmes and Clubs includes case studies from some of the most successful companies, including Volkswagen Club, Kawasaki Riders Club, Swatch the Club, Porsche and many more.
Consumer Insight
Part of the Market Research in Practice series - essential guides for the burgeoning Market Research Society training and qualifications programme. Written by leading experts on database marketing, customer service and Customer Relationship Marketing (CRM), Consumer Insight provides comprehensive coverage of the classic areas that market researchers and marketers need to focus on: knowing who and where customers are, what they do, what they buy and what they would like to buy. It also explores how customers' thoughts, feelings, objectives and strategies influence their behaviour. The book also explains how companies gain insight by managing and using their customer data correctly. Packed wit...
Outbound Telephone Selling
This book will enable you to set up an outbound telephone selling operation either 'from scratch' or by retraining customer service staff in the skills of professional selling over the phone. Straightforward and practical throughout, Pat Cochrane will take you step-by-step through the management issues that need to be addressed. With case studies showing successful best practice from companies like BT, Girobank and Doctor Solomon, this book will show you how to be proactive in selling your company, products and services over the phone.
Retailing in a SCM-perspective
"The book presents a cutting-edge SCM framework and integrates it with basic principles of operations, management and marketing. Out of this integration of standard marketing principles and innovative relationship marketing thinking comes new marketing strategic typologies and paradigms that promote the understanding of relationship dynamics and equips the reader with tools for identifying and implementing these strategies."
Using Smart Cards to Gain Market Share
Payment methods, smart cards and customer-elationship marketing are all converging at the moment of purchase, transforming the connections between shoppers, merchants and bankers. This book explores the impact of convergence and the opportunities for companies to use technology to gain market share.
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.
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...
Leveraging Corporate Knowledge
The digital information age presents new challenges for organizations, as they strive to use their intellectual assets for sustainable competitive advantage. This book showcases the work of the Henley Knowledge Management Institute's Business Practitioner Forum.
Handbook of Customer Satisfaction and Loyalty Measurement
An examination of how to use research effectively. It takes the reader step by step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. This new edition includes four new chapters on loyalty measurement.
Buying Information Systems
Most organisations purchase off-the-shelf computer-based systems to help them perform their day-to-day business activities. Sadly, many of the purchases fail to live up to expectations. This book provides a blueprint of what to cover in the early stages of the procurement process so as to prevent the recurring problem of information systems projects that run over budget, over time and yet under perform. The questions the book answers are simple but fundamental: where to find advice; who should be involved; how to manage the purchase; how to decide what you need; which package or supplier to choose; how to manage the implementation, and how to know if the system is successful. Real examples of information system purchases are used to help provide practical guidance on the methods, the pitfalls and the keys to success. In addition the book contains several adaptable tables and checklists to provide a flexible and effective step-by-step framework for the entire process.
