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ABC's of relationship selling through service / Charles M. Futrell, Raj Agnihotri, Michael T. Krush,
New York, NY : McGraw-Hill, 2019
xxxiv, 599 pages. : illustrations ; 26 cm.
Ký hiệu phân loại (DDC): 658.85
ABC's of Relationship Selling 13e trains the readers on a specific, yet generic, step-by-step selling process that is universal in nature. This edition presents a sales process or system in a logical sequence, more than any other text in the market: from planning and the approach, to closing and follow-up for exceptional customer service.
The goal of this text has always been to demonstrate to students the order of steps within the selling process; provide numerous examples of what should be in each step; and how the steps within the selling process interact with one another. This market leading text brings a comfortable and familiar approach to the Selling discipline.
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Customer Relationship Management / Francis Buttle
New York : Routldge, 2021.
xxiii, 444 pages. : ill. ; 24 cm.
Ký hiệu phân loại (DDC): 658.812
Customer Relationship Management, Fourth Edition continues to be the go-to CRM guide explaining with unrivalled clarity what CRM is, its uses, benefits and implementation. Buttle and Maklan take a managerial perspective to track the role of CRM throughout the customer journey stages of acquisition, retention and development. Theoretically sound and managerially relevant, the book is liberally illustrated with examples of technology applications that support marketing, sales and service teams as they interact with customers, but assumes no deep technical knowledge on the reader’s part. The book is structured around three core types of CRM – strategic, operational and analytical – and throughout each chapter, case illustrations of CRM in practice and images of CRM software demystify the technicalities. Ideal as a core textbook for advanced undergraduate and postgraduate students on CRM or related courses such as relationship marketing, digital marketing, customer experience management or key account management, the book is equally valuable to industry professionals, managers involved in CRM programs and those pursuing professional qualifications or accreditation in marketing, sales or service management.
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Financial and economic tools used in the world hospitality industry : proceedings of the 5th International Conference on Management and Technology in Knowledge, Service, Tourism & Hospitality (SERVE 2017), 21-22 October 2017 & 30 November 2017, Bali, Indonesia / Ford Lumban Gaol; Natalia Filimonova; Vladimir Maslennikov
Boca Raton, FL : CRC Press, 2018.
299 pages. : illustrations ;
Ký hiệu phân loại (DDC): 338.4791
"SERVE 2017 contains papers presented at the 2017 International Conference on Management and Technology in Knowledge, Service, Tourism & Hospitality, covering a wide range of topics in the fields of knowledge and service management, web intelligence, tourism and hospitality. This overview of current state of affairs and anticipated developments will be of interest to researchers, entrepreneurs and students alike."
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Financial and Economic Tools Used in the World Hospitality Industry : Proceedings of the 5th International Conference on Management and Technology in Knowledge, Service, Tourism & Hospitality 2017 (SERVE 2017), 21-22 October 2017 & 30 November 2017, Bali, Indonesia / Editors: Ford Lumban Gaol, Natalia Filimonova, Vladimir Maslennikov
Boca Raton, FL : CRC Press, 2018
299 p. ; cm.
Ký hiệu phân loại (DDC): 338.4791
"SERVE 2017 contains papers presented at the 2017 International Conference on Management and Technology in Knowledge, Service, Tourism & Hospitality, covering a wide range of topics in the fields of knowledge and service management, web intelligence, tourism and hospitality. This overview of current state of affairs and anticipated developments will be of interest to researchers, entrepreneurs and students alike."--Provided by publisher.
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