'Sustainable strategic management" refers to strategic management processes that seek competitive advantages consistent with a core value for environmental sustainability. This volume has been designed as a supplement to traditional texts in graduate and undergraduate strategic management courses.
CRM is an integrated information system that is used to plan, schedule and control the pre-sales and post-sales activities in an organization. This text is a manager's guide to making the most of CRM techniques for enhancing customer service, sales force effectiveness and marketing strategy.
This book succinctly explains the cardinal principles of effective customer relationship management (CRM) acquiring, retaining and expanding customer base. The concepts, process, techniques, significance and architectural aspects of CRM are dealt in comprehensive manner. The book would serve as a useful source of reference for designing, developing and implementing CRM in any organization.
Construir y mantener una relación duradera con los clientes es fundamental para la supervivencia de cualquier negocio en el largo plazo. Esta afirmación se ha convertido en un auténtico eslogan que se repite una y otra vez en cualquier foro académico y profesional. Pero, ¿es tan importante estrechar y cuidar la relación con los clientes? Existen múltiples factores que explican y justifican la necesidad de desarrollar una adecuada gestión de la relación con los clientes por parte de cualquier tipo de organización. La naturaleza cambiante de los clientes, el poder que les ha concedido la tecnología en las relaciones comerciales, la amplia oferta existente en el mercado y la gran cantidad de estímulos comerciales que reciben a diario los consumidores, hacen que la captación de clientes sea cada vez menos efectiva, la interacción más difícil y la fidelidad de los clientes a las empresas ciertamente inestable. Todos estos factores han provocado que numerosas empresas replanteen las acciones dirigidas a clientes y las centren, no sólo en la atracción y captación de nuevos clientes, sino también en la retención y fidelización de los clientes actuales, es decir, en...
Effective e-customer relationship management is imperative for increasing customer satisfaction, online sales, website patronage, loyalty, and retention. To understand exactly how this business strategy can be applied to enhance business operations, further study on its various benefits, opportunities, and challenges is required. Building a Brand Image Through Electronic Customer Relationship Management develops electronic customer relationship management strategies for achieving customer satisfaction and explains the concepts and uses of electronic customer relationship management to meet strategic objectives, improve customer loyalty, and build brand image. Covering topics such as marketing, brand equity, customer loyalty, and social media, this reference work is ideal for business owners, managers, entrepreneurs, industry professionals, researchers, scholars, practitioners, academicians, instructors, and students.
Recently there has been increased demand for combining locally customized services to the economies of the scale of worldwide operations. In this environment competitiveness calls for integrating the potential of information technology to well functioning global logistics. Information Technology Enabled Global Customer Service combines theoretical consideration and practical experiences in implementing new customer service models.
Electronic customer relationship management (ECRM) is a comprehensive business and marketing strategy for attracting and retaining customers over the internet. The proliferation of ECRM and its alarming failure rate call for a better understanding of the relationship between ECRM and its immediate objective. Based on the literature reviewed, there are few studies that have used service quality as a component of relationship quality in the relation between ECRM and customer satisfaction. The study investigates the influence of three components of ECRM (i.e., pre-purchase, at-purchase, and post-purchase ECRM) on customer satisfaction directly and through mediating variable relationship quality. A quantitative methodology using a cross-sectional survey method was used to investigate the relationship between variables.
Unlock the pinnacle of business expertise with "Business Mastery: Navigating Complexity and Transformation (Part IV)." This definitive guide propels you into the highest echelons of organizational leadership, strategy, and innovation. Delve into the advanced principles that drive successful business management in an era defined by complexity and rapid change. Unveiling Mastery of Complexity: Immerse yourself in the intricate world of advanced business management as this book provides a roadmap to understanding the multifaceted challenges of leading and thriving in a dynamic environment. From orchestrating strategic transformations to fostering innovation ecosystems, from leveraging data-driven insights to managing global supply chains, this guide equips you with the tools to navigate the complexities of modern business. Key Topics Explored: Strategic Transformation: Discover the art of leading and navigating organizational change and transformation for sustained success. Innovation Ecosystems: Learn about creating and nurturing ecosystems that foster innovation, creativity, and collaboration. Data-Driven Decision Making: Understand the role of data analytics and insights in...
This is the second volume in the HCI International Conference Proceedings 2003. See following arrangement for details.
This text book on, ‘Customer Relationship Management (CRM)- A Journey from Suspect to Advocate’ has been designed according to the latest syllabus prescribed by different Universities of Delhi, Bhubaneswar, Kolkata and Chennai for MBA, BBA, B.Com.(H) and BCA students. The contents in this book have been incorporated in such a manner to provide maximum flexibility to both teachers and students on this subject. The learning materials have been in scripted based on more than 25 years of teaching experience of the Author. The Author has ensured to cover all topics with latest examples where applicable. Students deserved the best; in keeping with this spirit, care has been taken to provide best material to enlighten them on this subject. Some of the Special Features of this Book are: Written in lucid and simple language. Extensive coverage of the syllabus as demanded. Presentation of text is clear and precise. Review questions are given at the end of each chapter along with some previous years questions of different Universities. Few case studies have been discussed at the end of the book.
With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the front-end organizations that directly touch the customer. The book further discusses dynamics in CRM in services, business market, human resource and rural market. It also discusses the technology aspects of CRM like data mining, technological tools and most importantly social CRM. The book can serve as a guide for deploying CRM in an organization stating the critical success factors. KEY FEATURES • Basic concepts of CRM and environmental changes that lead to CRM adoption • Technological advancements that have served as catalyst for managing relationships • Customer strategy as a necessary and important element for managing every successful organization • CRM is not about developing a friendly relationship with the customers but involves developing strategies for retention, and using them for achieving very high levels of customer satisfaction • The concept of customer loyalty management as an important business strategy • The role of CRM in business market • The importance of people factor for the...
E-business applications such as supply chain management & customer relations management improve transaction efficiency & scope, & function as effective marketing tools, but it is hard to capture such benfits as economic value or profits. This volume examines how the difficulty might be overcome.
Discover an important tool in the development of new marketing strategies for satisfying online customers! Edited by two experts in the fields of business and marketing, Customer Relationship Management in Electronic Markets is designed to help you build Internet relationships that lead to customer retention and long-term loyalty. With this book, you will be able to offer customers the benefits they seek in the virtual marketplace and serve their best interests. Examining Web sites, e-mail, data mining, and other technology, this valuable tool can help you attract and keep the customers who will be the most profitable for your business. Despite many predictions that electronic marketing would create high profits for lower costs, many businesses have been discouraged by low yields due to ineffectual methods of obtaining and maintaining customers. Customer Relationship Management in Electronic Markets provides multiple frameworks, strategies, and techniques around which to organize your company’s electronic marketing plans. It shows you how to calculate trends, predict customer loss and gain, and prevent dissolution through analysis of the customer’s ever-changing needs. This...
About the Book: Customer Relationship Management CRM was born in the 1990s in the West. In the initial phases, the over enthusiastic businesses invested almost US$ 400 billion. But, the very same businesses were disheartened very soon primarily because there were no * visible. And, there were no quick results mainly because 80 per cent of the investments were made in technology. 'CRM' meant 'technology' to them then; 'CRM' means 'technology' to them even today. However, no business need bother so long as it is ready to go by the 'human' aspect of CRM, and take technology only as a facilitator. This book is an attempt to present this 'human' side of CRM. The authors' belief is that, in the long-term, CRM can be successful only due to its 'human' face. The book is arranged in three Parts. Part I, Customer Relationship Management, contains the academic inputs titled as Customer is King, Customer Managed Relationships MINI-Marketing, Types of CRM, Building Blocks of CRM & CRM Strategies, Customer Relationship Management by Indian Firms, Customer Retention Strategies, HRM in CRM, and Implementing a Technology-based CRM Solution. Part II, Call Centre Management, covers the areas...
ESSENTIALS OF CRM Full of valuable tips, techniques, illustrative real-world examples, exhibits, and best practices, this handy and concise paperback will help you stay up to date on the newest thinking, strategies, developments, and technologies in CRM. "Once again, Bryan Bergeron proves that he is ahead of the curve when it comes to understanding the value of customer relationships. This remarkable book is geared not only toward corporate executives with mega-investments in CRM, but can also be successfully applied to the street corner vendor. His articulate and sensitive style brings this highly involved subject matter to a level we can all understand." —Michael Cusack, author of Online Customer Care: Strategies for Call Center Excellence "Managing relationships with customers has become a critical organizational competency. Bergeron has done a superb job of presenting the breadth, complexity, and nature of CRM. This book provides a fabulous and actionable grounding in CRM for organizational leadership." —John Glaser, PhD, Vice President and CIO, Partners Healthcare System The Wiley Essentials Series-because the business world is always changing...and so should you.
Fully revised and updated for its fifth edition, Hospitality and Travel Marketing provides students with an international and systematic approach to hospitality and travel marketing structured around planning, research, implementation, control, and evaluation. Written in a user-friendly style and structured in a logical and organized manner to aid learning, students benefit from the ease of communication, practical nature, and excellent use of relevant and up-to-date cases. The author's global experience in the industry is emphasized through content on hospitality and travel marketing and other parts of tourism, along with a plethora of timely and relevant ‘real-life’ case examples from around the world. This new fifth edition is positioned as a post-COVID-19 text, reflecting the new realities of marketing after the pandemic, and has been updated to reflect these current trends in the field, including e-marketing, mobile marketing, societal marketing, and destination branding. It specifically has been updated by: • Including three new technology chapters on e-marketing, marketing on social media platforms, electronic customer relationship management (eCRM), and customer...
This new volume looks at a selection of important issues resulting from the digitization of society, which has fundamentally transformed organizations. These new technological innovations are creating new opportunities as well as new challenges. This volume considers the emerging paradigm of digitization in economy and society, which covers a wide spectrum of digitization processes and consequences, accelerated by the current COVID-19 pandemic, the lockdown scenario, and the increase in digitization by individuals, businesses, and governments. The book explores digital social trends, digital marketing, and the service industry, as well as the societal consequences of technologies and solutions to those problems. The diverse topics include the societal impact of digitization on gender issues, virtual relationships, e-government, online privacy, the gig economy (using Uber as an example), work life changes, online education, online media health public service advertisements, loneliness of the elderly, and more. This book is essential reading for students and faculty of social sciences, economics, and management technology to understand the broad dimensions of digitization in our...
In today's competitive business environment, most companies realize that the better they can manage their customer relationships, the more successful they will become. Customer Relationship Management (CRM) software systems are key tools for companies to manage the customer-facing processes of their businesses. However, many companies have resisted
"This 4-volume set provides a compendium of comprehensive advanced research articles written by an international collaboration of experts involved with the strategic use of information systems"--Provided by publisher.
Due to the growing use of web applications and communication devices, the use of data has increased throughout various industries, including business and healthcare. It is necessary to develop specific software programs that can analyze and interpret large amounts of data quickly in order to ensure adequate usage and predictive results. Cognitive Analytics: Concepts, Methodologies, Tools, and Applications provides emerging perspectives on the theoretical and practical aspects of data analysis tools and techniques. It also examines the incorporation of pattern management as well as decision-making and prediction processes through the use of data management and analysis. Highlighting a range of topics such as natural language processing, big data, and pattern recognition, this multi-volume book is ideally designed for information technology professionals, software developers, data analysts, graduate-level students, researchers, computer engineers, software engineers, IT specialists, and academicians.
With the increasing reliance on digital means to transact goods that are retail and communication based, e-services continue to develop as key applications for business, finance, industry and innovation.Electronic Services: Concepts, Methodologies, Tools and Applications is an all-inclusive research collection covering the latest studies on the consumption, delivery and availability of e-services. This multi-volume book contains over 100 articles, making it an essential reference for the evolving e-services discipline.
With the technological advancement of mobile devices, social networking, and electronic services, Web technologies continues to play an ever-growing part of the global way of life, incorporated into cultural, economical, and organizational levels. Web Technologies: Concepts, Methodologies, Tools, and Applications (4 Volume) provides a comprehensive depiction of current and future trends in support of the evolution of Web information systems, Web applications, and the Internet. Through coverage of the latest models, concepts, and architectures, this multiple-volume reference supplies audiences with an authoritative source of information and direction for the further development of the Internet and Web-based phenomena.
This comprehensive guide reveals the key elements of successful B2B integration and collaborative e-commerce, by highlighting business needs, technologies, and development strategies. It equips companies with practical guidelines for quickly implementing an effective B2Bi strategy, and prepares them for the next wave of B2B integration and collaborative e-commerce. It clarifies the intricate dependencies among all the components of B2Bi, including integration patterns, enterprise application integration (EAI), business process management (BPM), Internet security, XML, Web services, middleware technologies, and integration brokers. Included are future technologies that will have a significant impact on B2Bi architectures, such as intelligent software agents, wireless technologies, and peer-to-peer computing. This reference provides a suitable framework for the design, development, and implementation of B2B integration, along with several case studies.Editors: Dr Marcus Healey — Strategy Consultant for InfoFirst Inc., USA Dr Shyam Samtani (Language Editor) — Professor of English, P G Department of English, Indore Christian College, IndiaContributors: Kenneth Tamburello —...
This book introduces the students, researchers and practitioners into the subject and enabling technologies and applications pertaining to of technology, entrepreneurship and business development through research articles, case studies etc. It is primarily intended for academic purposes for learners of computer Science, management, accounting and information systems disciplines, economics,- entrepreneurship. Publishing chapters in the book is new innovative idea to spread the book in the Middle East and Arab countries and make the book achieve more sales. As many students in all levels, graduates and undergraduates in addition to research, professionals are not able to get sufficient resources because of the language concern.
The sheer computing power of modern information technology is changing the face of research not just in science, technology and mathematics, but in humanities and cultural studies too. Recent decades have seen a major shift both in attitudes and deployment of computers, which are now vital and highly effective tools in disciplines where they were once viewed as elaborate typewriters. This revealing volume details the vast array of computing applications that researchers in the humanities now have recourse to, including the dissemination of scholarly information through virtual ‘co-laboratories’, data retrieval, and the modeling of complex processes that contribute to our natural and cultural heritage. One key area covered in this book is the versatility of computers in presenting images and graphics, which is transforming the analysis of data sets and archaeological reconstructions alike. The papers published here are grouped into three broad categories that cover mathematical and computational methods, research developments in information systems, and a detailed portrayal of ongoing work on documenting, restoring and presenting cultural monuments including the temples in...
In recent years, all types of businesses have increasingly focused on the importance of the relationship with the customer. Customer knowledge management has become a well-known term used in the business and academic worlds for understanding how to control consumer behavior. The Handbook of Research on Managing and Influencing Consumer Behavior discusses the importance of understanding and implementing customer knowledge management and customer relationship management into everyday business workflows. This comprehensive reference work highlights the changes that the Internet and social media have brought to consumer behavior, and is of great use to marketers, businesses, academics, students, researchers, and professionals.
This research handbook provides a comprehensive, integrative, and authoritative resource on the main strategic management issues for companies within the e-business context. It covers an extensive set of topics, dealing with the major issues which articulate the e-business framework from a business perspective. The handbook is divided into the following e-business related parts: background; evolved strategic framework for the management of companies; key business processes, areas and activities; and, finally, emerging issues, trends and opportunities, with special attention to diverse Social Web-related implications. The articles are varied, timely and present high-quality research; many of these unique contributions will be especially valued and influential for business scholars and professionals interested in e-business. Many of the contributors are outstanding business scholars who are or have been editors-in-chief of top-ranked management and business journals or have made significant contributions to the development of their respective fields.
Updated with cutting-edge online examples and the latest success stories, this accessible handbook will enable any company to profit from business-to-business techniques. Practical yet visionary, this resource provides a blueprint for success by explaining seven proven strategies for increasing profits by direct marketing. Chapters include website references, internet-use statistics, and other developments such as CRM, search-engine optimization, blogging, wikis, podcasting, and social networks. Packed with real-world advice, this new edition also features a personal password to access the companion website for regularly updated news, links, and additional resources.
Comdex Call Centre Training Kit is a revolutionary 3-stage self learning system that covers the contents in sessions to give the readers a comprehensive exposure to the world of Call Centers. These sessions help to initiate call center skills and further sharpen the acquired skills for becoming a seasoned call center executive. The book contains a CD running an Accent Training Software. Such an approach aids in finding any possible mismatch of acquired and desired skills. It helps to practice hard on those areas.
Due diligence conducted around technology decisions is complex. Done correctly, it has the power to enable outstanding positive outcomes; done poorly, it can wreak havoc on organizations, corporate cultures, and markets. Technology Due Diligence: Best Practices for Chief Information Officers, Venture Capitalists, and Technology Vendors develops a due diligence framework for anyone resolving technology decisions intended to help their business achieve positive results. This essential book contains actual case studies that incorporate the due diligence methodology to assist chief information officers, venture capitalists, and technology vendors who wrestle with technology acquisitions challenges on a daily basis.
E-Commerce and M-Commerce Technologies explores the emerging area of mobile commerce. The chapters in this book look specifically at the development of emerging technologies and their application in Internet commerce. From E-business to mobile database developments, this book offers a compilation of readings that will prove useful to individuals and organizations in the academic study and research surrounding mobile commerce as well as in the practical application of these technologies.
Enterprise information systems (EIS) have become increasingly popular over the last 15 years [1-2]. EIS integrate and support business processes across functional boundaries in a supply chain environment [3-5]. In recent years, more and more enterprises world-wide have adopted EIS such as Enterprise Resource Planning (ERP) for running their businesses. Previously, information systems such as CAD, CAM, MRPn and CRM were widely used for partial functional integration within a business organization. With global operation, global supply chain, and fierce competition in place, Acre is a need for suitable EIS such as ERP, E- Business or E-Commerce systems to integrate extended enterprises in a supply chain environment with the objective of achieving efficiency, competency, and competitiveness. As an example, the global economy has forced business enterprises such as Dell and Microsoft to adopt ERP in order to take the advantage of strategic alliances within a global supply chain environment. Today, not only the large companies, but also the medium companies are quickly learning that a highly integrated EIS is more and more a required element of doing business. Businesses all over the...
Customer relationship management (CRM) strategies have become increasingly important worldwide due to changes in expectations from customers as well as changes in the nature of markets. This book puts forth a conceptualization that attempts to not only outline CRM's domain but also to reconcile the divergent perspectives found in the academic and popular literature. Readers can see through measurable data-containing examples how the theory is applied with great success by various real-life examples. This book presents innovative proven methods for determining whether a CRM strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. It could be a great help to CRM personnel, student, managers and any one that works directly or indirectly with customers.
"This set of books represents a detailed compendium of authoritative, research-based entries that define the contemporary state of knowledge on technology"--Provided by publisher.
Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im
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