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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.

Traffic Management in ATM Networks Over Satellite Links

This report presents a survey of the traffic management Issues in the design and implementation of satellite Asynchronous Transfer Mode (ATM) networks. The report focuses on the efficient transport of Transmission Control Protocol (TCP) traffic over satellite ATM. First, a reference satellite ATM network architecture is presented along with an overview of the service categories available in ATM networks. A delay model for satellite networks and the major components of delay and delay variation are described. A survey of design options for TCP over Unspecified Bit Rate (UBR), Guaranteed Frame Rate (GFR) and Available Bit Rate (ABR) services in ATM is presented. The main focus is on traffic management issues. Several recommendations on the design options for efficiently carrying data services over satellite ATM networks are presented. Most of the results are based on experiments performed on Geosynchronous (GEO) latencies. Some results for Low Earth Orbits (LEO) and Medium Earth Orbit (MEO) latencies are also provided.Goyal, Rohit and Jain, Raj and Goyal, Mukul and Fahmy, Sonia and Vandalore, Bobby and vonDeak, ThomasGlenn Research CenterASYNCHRONOUS TRANSFER MODE; COMMUNICATION SATELLITES; PROTOCOL (COMPUTERS); SATELLITE NETWORKS; MATHEMATICAL MODELS; SATELLITE DESIGN; DATA LINKS; LOW EARTH ORBITS; BIT ERROR RATE; REED-SOLOMON CODES; COMPUTERIZED SIMULATION; AIR TRAFFIC

This report presents a survey of the traffic management Issues in the design and implementation of satellite Asynchronous Transfer Mode (ATM) networks.

Governance Risk Management and Financial Product Development in Islamic Financial Institutions

Master's Thesis from the year 2010 in the subject Business economics - Investment and Finance, grade: 1,7, Maastricht University (School of Business and Economics), course: -, language: English, abstract: 1.1 General Introduction to the Topic Islamic finance is on the march. The underlying logic is simple: All investments and services are consistent with the principles of Islamic law, called Shari'ah, which literally means 'a clear path to be followed and observed' (Hourani, 2004a). This clear path is followed only if profit does not stem from interest (riba), speculation (gharrar) or sectors that are considered sinful according to the Qur'an (haraam), namely everything that involves alcohol, tobacco, entertainment, gambling or pork, just to name a few. The high potential of Islamic finance is clear for three reasons. The first reason relates to the emergence of a new consumer type, as there is increased demand for a Shari'ah-compliant way of investing that stems from increased globalization. The middle class from emerging markets rose from one third to 56 percent between the 1990s and 2006 (The Economist, 2009). Many Muslim countries can be found in the list of emerging markets, such as Egypt, Pakistan and Indonesia. With the Muslim population of the world exceeding 1.5 billion people (about 21 percent of the world population) and due to the fact that it is the fastest growing religion, it becomes clear why the general conditions for Islamic finance are so favourable (Central Intelligence Agency, 2009). The second reason relates to the global trend for sustainable investment; the fact that Islamic finance is an ethical way of investing which does not invest in harmful businesses and instead donates purified gains to charity is becoming more and more attractive among non-Muslim investors as well (Global Finance, 2007). The Shari'ah aspect makes Islamic financial products an alternative to socially responsible investments (Khan, 2009). The last reason is a matter of

Master's Thesis from the year 2010 in the subject Business economics - Investment and Finance, grade: 1,7, Maastricht University (School of Business and Economics), course: -, language: English, abstract: 1.1 General Introduction to the ...