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Collaborative Customer Relationship Management: Taking Crm to the Next Level
ISBN: 9783540002277 / Angielski / Twarda / 276 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. In this context, new strategic frameworks and cooperation with everybody along the whole value chain are needed to allow managers to deal with the changes in shopping patterns of consumers. This book presents a new strategic framework that has been tested successfully with various global companies. New management concepts such as Collaborative Forecasting and Replenishment, CRM,... Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and... |
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201,72 zł |
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Achieving Excellence in Stakeholder Management
ISBN: 9783540002550 / Angielski / Twarda / 151 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Today, Stakeholder Management is a term commonly used to describe the policy towards all interest groups that have a stake in a company or an institution, but the crucial question is how this concept can be best applied to a company's context. In this book, companies using a Stakeholder Management tool give their first-hand account of how this tool enables them to successfully measure, monitor and manage their stakeholders' performance. The experience of these companies highlights how across different sectors and countries strong customer relationships, committed employees and successful... Today, Stakeholder Management is a term commonly used to describe the policy towards all interest groups that have a stake in a company or an insti... |
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201,72 zł |
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Electronic Customer Care: Die Anbieter-Kunden-Beziehung Im Informationszeitalter
ISBN: 9783540413325 / Angielski / Twarda / 155 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Electronic Customer Care (ECC) ist seit Erscheinen der zweiten Auflage ein Bestseller fur Softwareanbieter geworden. Unter dem Begriff Customer Relationship Management (CRM) bieten boomende Firmen Losungen zur Optimierung der Kundenprozesse an. Sie werben mit hoher Kundenzufriedenheit und reduzierten Kosten. Auch traditionelle Softwaregiganten beginnen, Losungen im Bereich Marketing, Sales und Service zu vermarkten. Fur viele Unternehmen allerdings ist die Reorganisation der sogenannten Front-Office-Prozesse Neuland. Auf was mussen Unternehmen achten, wenn sie CRM-Projekte starten? Wichtig...
Electronic Customer Care (ECC) ist seit Erscheinen der zweiten Auflage ein Bestseller fur Softwareanbieter geworden. Unter dem Begriff Customer Relati...
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cena:
188,52 zł |
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Customer Relationship Management: Electronic Customer Care in the New Economy
ISBN: 9783540413776 / Angielski / Twarda / 137 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Under the term Customer Relationship Management (CRM), companies such as SAP, Siebel Systems or E.piphany offer software solutions to optimize customer-facing processes. Business units responsible for the implementation of CRM software are in many cases relatively inexperienced in the reorganization of these processes. It is important for them to consider the needs of their customers as a whole. This book describes the customer relatioship using the concept of the Customer Buying Cycle, thereby creating a neutral orientation framework for CRM projects. For each phase of the Customer Buying...
Under the term Customer Relationship Management (CRM), companies such as SAP, Siebel Systems or E.piphany offer software solutions to optimize custome...
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cena:
479,38 zł |
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Customer Relationship Management: Organizational and Technological Perspectives
ISBN: 9783540440017 / Angielski / Twarda / 172 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management...
Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of...
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cena:
201,72 zł |
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The Interdependence of Employee and Customer Satisfaction
ISBN: 9783836417334 / Angielski / Miękka / 84 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. In the last years, organisations have invested considerable resources into
programs that enhance the satisfaction of their personnel. The implicit proposition underlying these activities is that content employees lead to content clients. Employee satisfaction is expected to result in better working performance including politeness, positive non-verbal behaviour, respect, and cooperativeness in the employee-customer interaction. In the interaction process customers may affect the satisfaction of employees. This publication focuses on the following questions: Is there an influence of customer... In the last years, organisations have invested considerable resources into
programs that enhance the satisfaction of their personnel. The implicit... |
cena:
195,24 zł |
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Competing
ISBN: 9783836418744 / Angielski / Miękka / 168 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. |
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274,26 zł |
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The Best Service is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy, and Control Costs
ISBN: 9780470189085 / Angielski / Twarda / 336 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong--eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service...
In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are us...
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cena:
121,05 zł |
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The Future of Relationship Marketing
ISBN: 9780789031624 / Angielski / Miękka / 128 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. The impact of a positive buyer-seller relationship on the profits and customer retention of any company should never be minimized. The Future of Relationship Marketing presents carefully chosen proceedings from the Eleventh Annual Colloquium in Relationship Marketing (Cheltenham, United Kingdom, 2003). Leading experts reveal the latest studies and provide unique insights into the behaviors and dynamic strategies needed to maximize a positive relationship with the all-important customer. Each chapter is extensively referenced, and many include graphs and figures to reinforce concepts and ideas.
The impact of a positive buyer-seller relationship on the profits and customer retention of any company should never be minimized. The Future of Relat...
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cena:
287,74 zł |
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What's the Secret?: To Providing a World-Class Customer Experience
ISBN: 9780470196120 / Angielski / Twarda / 336 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers.
What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how ...
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cena:
115,10 zł |
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Service Breakthroughs
ISBN: 9781416576860 / Angielski / Miękka / 306 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. What Do Citicorp, UPS and Marriott have in common? They are "breakthrough" service providers,
firms that changed the rules of the game in their respective industries by consistently meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart put the question to the chief executive officers of fifteen of America's leading service firms attending a workshop at the Harvard Business School. Breakthrough leaders, they discovered, think very differently about their businesses than do... What Do Citicorp, UPS and Marriott have in common? They are "breakthrough" service providers,
firms that changed the rules of the game in their re... |
cena:
84,36 zł |
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Making Customer Satisfaction Happen
ISBN: 9780412786303 / Angielski / Miękka / 192 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. This book provides the focus for an organisation's Total Quality Management process; the achievement of world-class' customer satisfaction. The book draws exclusively from actual case studies of world leading companies.
This book provides the focus for an organisation's Total Quality Management process; the achievement of world-class' customer satisfaction. The book d...
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cena:
403,47 zł |
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The Art of Successful Restaurant Service: How to Make More Money for You & the House
ISBN: 9780595469178 / Angielski / Miękka / 132 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. When you concentrate on the fundamentals, the restaurant business can be very lucrative. But most servers are making far less money than they should be, simply because they fail to understand what is important or don't bother to work at their craft.
Don't shortchange yourself any longer. In " The Art of Successful Restaurant Service," Dan Licitra, who has done just about everything in the restaurant industry, tells you how to boost your income by a minimum of 32 percent. Learn how to: .Improve your concentration When you concentrate on the fundamentals, the restaurant business can be very lucrative. But most servers are making far less money than they should b...
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cena:
57,46 zł |
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The Art of Successful Restaurant Service: How to Make More Money for You & the House
ISBN: 9780595706310 / Angielski / Twarda / 132 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. When you concentrate on the fundamentals, the restaurant business can be very lucrative. But most servers are making far less money than they should be, simply because they fail to understand what is important or don't bother to work at their craft.
Don't shortchange yourself any longer. In " The Art of Successful Restaurant Service," Dan Licitra, who has done just about everything in the restaurant industry, tells you how to boost your income by a minimum of 32 percent. Learn how to: .Improve your concentration When you concentrate on the fundamentals, the restaurant business can be very lucrative. But most servers are making far less money than they should b...
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cena:
95,89 zł |
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From Customer Retention to a Holistic Stakeholder Management System: Living a Vision
ISBN: 9783540774297 / Angielski / Twarda / 224 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Being the fourth in the series on Stakeholder Management books, the current volume looks back at the beginnings of Stakeholder Management and how it has since developed into a fully-fledged system over the last 20 years. It also highlights the importance of a benchmarking database generated from several thousand case studies for comparing businesses. Furthermore, international case studies look at the application of Stakeholder Management in a wide array of industries such as the automotive, public and hospitality sector as well as the consumer market. The reader benefits... Being the fourth in the series on Stakeholder Management books, the current volume looks back at the beginnings of Stakeholder Management and how i... |
cena:
201,72 zł |
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The Customer Loyalty Solution
ISBN: 9780071589604 / Angielski / Miękka / 388 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Database marketing pioneer Hughes combines current research with case studies from leading companies such as FedEx, StrideRite, and Cingular to reveal how marketers can benchmark market-proven programs to successfully track customer activity, build enduring loyalty programs, and treat customer communication as a profit center. 20 illustrations.
Database marketing pioneer Hughes combines current research with case studies from leading companies such as FedEx, StrideRite, and Cingular to reveal...
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cena:
117,84 zł |
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Customer Friendly: The Organizational Architecture of Service
ISBN: 9780761837527 / Angielski / Twarda / 246 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. The need for customer friendly organizations exists across fields and industries. Corporate leaders have long known the value of customer support. Even public agency leaders increasingly recognize the need to offer better service to citizens. This book presents the organizational architecture of customer friendly organizations. How do some private companies and public agencies become customer friendly-by accident or design? Academics and practicing managers know that organizational design affects behavior. This book helps us understand how we develop high performance organizations-in this...
The need for customer friendly organizations exists across fields and industries. Corporate leaders have long known the value of customer support. Eve...
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cena:
518,11 zł |
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Satisfied Customer
ISBN: 9780230604063 / Angielski / Miękka / 256 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. In our service economy, the most important asset is tough to quantify: a company's relationship with its customers. In this must-read examination of customer relations, Claes Fornell draws out a blueprint for understanding this fact of modern business and reveals the unheralded value of customer satisfaction. Drawing on the results of a massive survey of American consumer satisfaction and including examples from companies like Home Depot and UPS, Fornell explains how to quantify and increase the value of a firm's customer relationships--what he calls the Customer Asset. Arguing that... In our service economy, the most important asset is tough to quantify: a company's relationship with its customers. In this must-read examination o... |
cena:
80,66 zł |
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Customer Service Intelligence: Perspectives for Human Resources and Training
ISBN: 9780750681902 / Angielski / Miękka / 208 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Some trainers are dealing with new employees in fast food environments, others are retraining engineers in customer service provision as part of a strategic marketing initiative. This book enables the trainer to review the context for training and select the most appropriate approach to take. The training design is thus carefully thought through for maximum impact on the audience. Professionalism in customer service training is essential for the growth of many industries. This complex and challenging task is assisted by these perspectives, recommendations and case studies. A wide range of...
Some trainers are dealing with new employees in fast food environments, others are retraining engineers in customer service provision as part of a str...
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cena:
195,06 zł |
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Customer Relationship Management: A Global Perspective
ISBN: 9780754671565 / Angielski / Twarda / 216 str. Termin realizacji zamówienia: ok. 5-8 dni roboczych. Explores the benefits to the firm of a globally integrated approach to customer relationship management. This book integrates the topics of knowledge management, total quality management, and relationship marketing with the goal of explaining the benefits
Explores the benefits to the firm of a globally integrated approach to customer relationship management. This book integrates the topics of knowledge ...
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cena:
707,28 zł |
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