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Customer Relationship Management (CRM)

A Holistic Understanding

Forward-looking organizations are investing in customer relationship management (CRM) technology to support the adoption of more customer centric strategies. Results have been mixed. The importance of CRM for the long term success of organizations, coupled with the skewed and incomplete understanding of it by industry, makes it a topic worthy of detailed investigation. Marketing academics too have investigated CRM from varying viewpoints and found that there has been little deliberate attempt to consolidate the conceptualizations into a holistic understanding. This is important given the nascent and evolving nature of CRM. This book takes a holistic look at the emerging issues and trends in CRM, including the effect of computer software and the accompanying new management processes on organizations, and the dynamics of the alignment of marketing, sales and services, and all other functions responsible for delivering customers a satisfying experience. In order to understand CRM better a content analysis of more than a hundred articles and documents from academic and industry sources was undertaken. Results show that there is a lack of holistic thinking and discussion of CRM in both academics and industry which is required to understand how the people, process, and technology in CRM impact each other to affect successful implementation. This book is addressed to both practitioners in a wide range of industries involved in CRM implementation and adoption efforts as well as researchers in CRM.

This book is addressed to both practitioners in a wide range of industries involved in CRM implementation and adoption efforts as well as researchers in CRM.

Customer Relationship Management (CRM) for Medium and Small Enterprises

How to Find the Right Solution for Effectively Connecting with Your Customers

Customer Relationship Management (CRM) systems are a growing topic among small- and medium-sized enterprises, entrepreneurs, and solopreneurs, and it is completely clear that CRM is a tool that businesses should have in place to manage sales processes. Teams of salespeople must have a system to run their daily activities, and small businesses and solopreneurs must track their marketing effort, a functioning structure for maintaining their contacts with prospects and clients to improve the effectiveness of their sales effort. CRM tools, once only available to large corporations, is now powerful technology for small and medium businesses. Small and medium businesses are now able to implement CRM solutions under a more cost-effective balance as an alternative to traditional tools like Salesforce, Dynamics, or Oracle. The reason for the success is mainly the simplicity of new tools and solutions that have been developed for the management of sales processes. This book discusses how to implement a CRM from the perspective of the businessperson—not the more typical IT consultant or the technical staff. It benefits business development, sales management, and sales process control. Small business owners must understand why and how implementing a CRM will create value for the business—how it will focus on business development, sales management, and how sales leads develop into happy customers. Small business owners must first understand what a CRM systems is, how it works, what its main functions are, and how it serves to manage workflows in the company’s sales department. Generally, entrepreneurs struggle to find the time to read and study complex and fully comprehensive books. This book provides direct operational guidelines to those who need easy-to-read information about how to use CRM effectively. Business professionals must be able to set up CRM systems and avoid mistakes and wasting time. This book provides an overview of what can be done with CRM and how it happens to empower business people to find new customers and win their business. This book discusses the logic of CRM in sales, giving tips and explanations on why and what happens when it's implemented in a specific way. Essentially, it will give the entrepreneur the know-how behind CRM in sales in general terms, supporting enhanced customer relationships.

Essentially, this book gives the entrepreneur the know-how behind CRM in sales in general terms, supporting enhanced customer relationships.

Crm Customer Relationship Management Standard Requirements

Is the CRM customer relationship management process severely broken such that a re-design is necessary? Who is responsible for ensuring appropriate resources (time, people and money) are allocated to CRM customer relationship management? What are the barriers to increased CRM customer relationship management production? What would happen if CRM customer relationship management weren't done? Is maximizing CRM customer relationship management protection the same as minimizing CRM customer relationship management loss? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make CRM customer relationship management investments work better. This CRM customer relationship management All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth CRM customer relationship management Self-Assessment. Featuring 668 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which CRM customer relationship management improvements can be made. In using the questions you will be better able to: - diagnose CRM customer relationship management projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in CRM customer relationship management and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the CRM customer relationship management Scorecard, you will develop a clear picture of which CRM customer relationship management areas need attention. Your purchase includes access details to the CRM customer relationship management self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard, and... - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation ...plus an extra, special, resource that helps you with project managing. INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in.

PERFORMANCE DRIVEN CRM: HOW TO MAKE YOUR CUSTOMER RELATIONSHIP MANAGEMENT VISION A REALITY

Market_Desc: · Senior Managers and Upper and Mid-Level Managers in marketing, relationship marketing, and customer care Special Features: · Case studies and best practice examples from PwC's global CRM practice--including FedEx, NEC, and Sears· Includes questionnaires, assessment tools, exercises, and action plans· Measurement tools are applicable to the firm's internal culture as well as external customer care· Features e-business applications--using Web tools in research and assessment; what to measure in an Internet environment· Brown is a partner in PwC's Global Customer Relationship Management Practice, an international authority on the subject of customer care, and the author of several books About The Book: This book picks up where Customer Relationship Management left off. That book laid the foundation, the vision of CRM-what it is and what it can do for your organization-whereas this book shows clearly and quantifiably how to get there and how to ensure that you stay there. Many organizations have embraced CRM as the way of the future and have invested millions of dollars in CRM technology and processes. But how effective is that investment? What should you measure to determine the value your CRM initiatives are delivering to the organization? Performance-Driven CRM shows you how to apply a balanced scorecard approach to your customer care initiatives. It gives you the tools and techniques to measure and monitor, not for control purposes, but to help you make your vision of CRM a reality.

Market_Desc: · Senior Managers and Upper and Mid-Level Managers in marketing, relationship marketing, and customer care Special Features: · Case studies and best practice examples from PwC's global CRM practice--including FedEx, NEC, and ...

Customer Relationship Management

How to Develop and Execute a CRM Strategy

The subject of the book is "Customer Relationship Management (CRM)." The target audience is multi-layered: * Businesses of all types and sizes from SME's upwards. Board Directors, Senior Managers and middle managers in CRM related functions: IT, Marketing, Sales, Customer Service etc. * MBA and masters' students and upper level graduates studying business related degrees. * Students or independent learners seeking CRM education or certification through organisations such as AARM (Association for the Advancement of Relationship Marketing). * Those pursuing professional qualifications in marketing through international organisations such as the Chartered Institute of Marketing. CRM first entered the business vocabulary in the early 90's; initially as a systems driven technical solution. It has since escalated in importance as system providers increased their market penetration of the business market and, in parallel, CRM's strategic importance gained more traction as it was recognised that CRM was, at its heart, a business model in the pursuit of sustainable profit. This was accentuated by the academic community starting to address the subject in the early 2000's.To-day, it is a universal business topic which has been re-engineered by the online shopping revolution in which the customer is firmly placed at the centre of the business. The current reality, however, is that, for the vast majority of businesses, CRM has not been adopted as a business philosophy and practicing business model. It has not been fully understood and therefore fully embraced and properly implemented. This book is designed to help the reader by stripping CRM down into its component parts under the umbrella of developing and executing a CRM strategy. It delves into and explains the role and relevance of the "C," "R" and "M" in CRM. It is a practical guide but set within a strategic framework. The outage is clear actionable insights and how to go about converting them into delivery. It is written in an easily digestible, non-academic style. It is intended that the reader can relate to the subject as part of "real" business whilst treating the subject with the utmost respect. In so doing, really engaging and involving the reader.

It is written in an easily digestible, non-jargon style, with case studies to demonstrate how CRM works. This book can be immediately used as the primary practical reference to guide the development and implementation of a CRM strategy.

E-commerce Management

Text and Cases

E-Commerce Management is designed to help the managers of today and tomorrow better direct the E-Commerce process by integrating business models, marketing, and Internet technology. The integration of text and cases helps make this a perfect choice for instructors seeking one primary text for use in both graduate and undergraduate level E-Commerce and E-Marketing courses. Each case study provides readers with an in-depth analysis of well-known companies that have developed into e-successes or e-failures.

Adapted from Hau Lee and Seungjin Whang, “Winning the Last Mile of E-Commerce," Sloan Management Review, 42(4), (2001): 24–62. . This section was informed by two articles from CIO.com: Fred Hapgood, “Slow Train Coming," May 15, 2000, ...

Encyclopedia of E-Commerce Development, Implementation, and Management

The convenience of online shopping has driven consumers to turn to the internet to purchase everything from clothing to housewares and even groceries. The ubiquity of online retail stores and availability of hard-to-find products in the digital marketplace has been a catalyst for a heighted interest in research on the best methods, techniques, and strategies for remaining competitive in the era of e-commerce. The Encyclopedia of E-Commerce Development, Implementation, and Management is an authoritative reference source highlighting crucial topics relating to effective business models, managerial strategies, promotional initiatives, development methodologies, and end-user considerations in the online commerce sphere. Emphasizing emerging research on up-and-coming topics such as social commerce, the Internet of Things, online gaming, digital products, and mobile services, this multi-volume encyclopedia is an essential addition to the reference collection of both academic and corporate libraries and caters to the research needs of graduate-level students, researchers, IT developers, and business professionals. .

Definition 2: (Cronin, 1997; ISACA Internet Banking Guideline, Document G24, 2003; Joshi, 2010) Electronic banking (e-banking, internet banking, virtual banking, or online banking) refers to all forms of banking services and ...

DIGITAL BUSINESS AND E- COMMERCE MANAGEMENT

Internet banking is also referred to as e-banking or virtual banking. Internet banking is usually used to make online fund transfers via NEFT, RTGS, or IMPS. ▫ Mobile Banking: Mobile banking is referred to the process of carrying out ...

QoS & Traffic Management in IP & ATM Networks

Traffic management and quality of service are techniques which, when applied to LAN, WAN and the Internet, facilitate the smooth flow of information. This text explains how to make convergence work - getting voice and data to flow without bottling up the network. Internet II is also covered.

Figure 10.4 illustrates the two queuing systems under consideration for service systems implemented by two different banking establishments . The bank depicted in Figure 10.4a uses a separate queue for each clerk .

Design and Analysis of a Buffer Management Scheme for Multimedia Traffic in ATM Networks

[ 4 ] J. Banks and J. S. Carson . Discrete - Event System Simulation . Prentice - Hall , Inc. , first edition , 1984 . > [ 5 ] G. E. P. Box and G. M. Jenkins . Time Series Analysis : Forcasting and Control . Holden - Day , Inc. , 1976.