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Customer relationship management : concept, strategy, and tools / Vineet Kumar; Werner J Reinartz
Berlin : Springer, cop., 2018.
436 pages. : illustrations ; 27 cm.
Ký hiệu phân loại (DDC): 658.8
This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.
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Handbook of CRM : achieving excellence in customer management / Adrian Payne
Oxford ; Burlington, MA : Elsevier Butterworth-Heinemann, 2008
xx, 438 pages. : illustrations ; 24 cm.
Ký hiệu phân loại (DDC): 658.812
Adrian Payne offers a holistic strategic approach to managing customer relationships to increase shareholder value. His focus is on achieving an understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it.
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Sense & respond :how successful organizations listen to customers and create new products continuously /Jeff Gothelf & Josh Seiden.
Boston, Massachusetts :Harvard Business Review Press,2017
viii, 253 pages ;25 cm
Ký hiệu phân loại (DDC): 658.812
We're in the midst of a revolution. Quantum leaps in technology are enabling organizations to observe and measure people's behavior in real time, communicate internally at extraordinary speed, and innovate continuously. New technologies are transforming the way companies interact with their customers, employees, and other stakeholders.But this is no mere tech issue; it is quickly becoming the key operational challenge for businesses of all kinds. Yet most organizations and their leaders have been slow to respond, continuing to rely on outmoded engineering-based operational models. They structure their teams, manage their people, and evolve their organizational cultures the way they always have.But sense and respond organizations--organizations that have the capacity to sense and respond instantly to customer, employee, and other stakeholder behaviors--are emerging. In Sense and Respond, Jeff Gothelf and Josh Seiden, leading tech experts and founders of the global Lean UX movement, vividly show how these companies operate, highlighting the new mind-set and skills needed to lead and manage them--and to continuously innovate within them.Becoming a sense and respond organization requires shifting from managing outputs to what the authors call "outcome-focused management"; forming self-guided teams that can read and react to a fast-changing environment; creating a learning-all-the-time culture that can understand and respond to new customer behaviors and the data they generate; and finally, developing in everyone at the company the new universal skills of customer listening, assessment, and response. This important and practical book provides a holistic new operational and management model to help organizations and their leaders sense and respond--and to win--in a world transformed by new technologies.--
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Strategic customer management : integrating relationship marketing and CRM / Adrian Payne; Pennie Frow
Cambridge : Cambridge University Press, 2013
xvi, 529 pages. : illustrations ; 26 cm.
Ký hiệu phân loại (DDC): 658.812
"The strategic management of customer relationships is a critical activity for all enterprises. The means of effectively managing relationships with customers are typically addressed under the headings of relationship marketing and customer relationship management (CRM), to name but two terms used to describe the management of customer relationships"
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