Service Management and Marketing : A Customer Relationship Management Approach, 2nd Edition, Christian Grnroos
Автор: Gronroos, Christian Название: Service management and marketing ISBN: 0470028629 ISBN-13(EAN): 9780470028629 Издательство: Wiley Цена: 4701 р. Наличие на складе: Поставка под заказ. Описание: Examines customer management in service competition and focuses on adopting a service logic in marketing. This book explains how to manage various organizations as a service business. It includes topics such as: service and relationship perspectives; service and relationship quality; and, service management principles.
Описание: Reveals the management principles behind Toyota`s worldwide reputation for quality and reliability. This book explains how you can adopt these principles - known as the `Toyota Production System` or `Lean Production` - to improve the speed of your business processes, improve product and service quality, and cut costs, no matter what your industry.
Описание: In The One to One Manager Don Peppers and Martha Rogers go behind the scenes to report on the challenges and solutions discovered by managers leading one-to-one efforts at organizations such as Xerox, British Airways, General Electric, oracle, First Union, Hewlett-Packard and Levi Strauss. They examine the day-to-day issues involved in setting up and running one-to-one initiatives through a series of inspiring interviews with executives on the front lines of the one-to-one revolution.
Автор: Michael J. Cunningham Название: Customer Relationship Management ISBN: 1841122130 ISBN-13(EAN): 9781841122137 Издательство: Wiley Рейтинг: Цена: 939 р. Наличие на складе: Невозможна поставка.
Описание: Fast track route to developing world class customer relationships Covers all the key techniques for successful customer relationship management, from developing profitable customer relationships to integrated sales management systems and from e-marketing to pricing Examples and lessons from some of the world's most successful businesses, including Cisco and EMC, and ideas from the smartest thinkers, including Don Peppers, Thomas Siebel and Patricia Seybold Includes a glossary of key concepts and a comprehensive resources guide ExpressExec is a unique businesesource of one hundred books. These books present the best current thinking and span the entire range of contemporary business practice. Each book gives you the key concepts behind the subject and the techniques to implement the ideas effectively, together with lessons from benchmark companies and ideas from the world's smartest thinkers. ExpressExec is organised into ten core subject areas making it easy to find the information you need: 01 Innovation 02 Enterprise 03 Strategy 04 Marketing 05 Finance 06 Operations and Technology 07 Organizations 08 Leading 09 People 10 Life and Work ExpressExec is a perfect learning solution for people who need to master the latest business thinking and practice quickly.
Автор: William G. Zikmund Название: WIE Customer Relationship Management ISBN: 0471429384 ISBN-13(EAN): 9780471429388 Издательство: Wiley Цена: 2193 р. Наличие на складе: Поставка под заказ.
Описание: Customer relationship management (CRM) is one of the hot topics in marketing and information systems today. Customer relationship management is a business strategy that provides the enterprise with a complete, dependable, and integrated view of its customer base. A CRM system brings together lots of pieces of information about customers, sales, market trends, marketing effectiveness and responsiveness. CRM helps companies improve the profitability of their interactions with customers while at the same time making those interactions appear friendlier through individualization. CRM's purpose is to enhance customer satisfaction a retention by alignment of customer business processes with technology integration. As the Internet and digital technology change the ways business is conducted, the academic disciplines of information technology and marketing are merging. As a result, experiments with new and modified courses are being taught at many innovative universities at the forefront of this change.
Автор: Buttle Название: Customer Relationship Management ISBN: 075065502X ISBN-13(EAN): 9780750655026 Издательство: Elsevier Science Цена: 3735 р. Наличие на складе: Невозможна поставка.
Описание: Views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. This book is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development.
Автор: Knox Et Al Название: Customer Relationship Management ISBN: 0750656778 ISBN-13(EAN): 9780750656771 Издательство: Elsevier Science Рейтинг: Цена: 5231 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Presents a strategic framework for successful customer relationship management (CRM) policy. This book covers five processes - strategy development, value creation, channel and media integration, information management and performance assessment. It is useful for those who want to know how to develop and measure CRM within an organization.
Описание: Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management initiatives should be ensured in order to have effective and successful systems. This book offers a solid theoretical and practical perspective on how to face CRM projects, describing the most appropriate technologies and organizational issues that have to be considered. Some explaining cases have been included as well.
Автор: Houston Susan, Bove Lisa Anne Название: Project Management for Healthcare Informatics ISBN: 0387736824 ISBN-13(EAN): 9780387736822 Издательство: Springer Рейтинг: Цена: 7947 р. Наличие на складе: Есть у поставщика Поставка под заказ.
Описание: Nurses are constantly involved with projects - staff nurses develop plans of care, nurse managers determine projected staffing patterns, staff development instructors create courses, informatics nurses implement software applications. This book explains the project management process and its relationship to the phases of the project life cycle.
Автор: Ferlie, Ewan; Lynn Jr., Laurence E.; Pollitt, Chri Название: The Oxford Handbook of Public Management ISBN: 019922644X ISBN-13(EAN): 9780199226443 Издательство: Oxford Academ Рейтинг: Цена: 4683 р. Наличие на складе: Поставка под заказ.
Описание: This Handbook brings together leading international scholars to comment on key current issues in Public Management. The individual chapters include a mix of broad overviews, in depth exploration of particular thematic areas, and analyses of different theoretical perspectives such as political science, management, sociology, and economics.
Автор: Buttle, F. Название: Customer Relationship Management, 2e ISBN: 1856175227 ISBN-13(EAN): 9781856175227 Издательство: Taylor&Francis Рейтинг: Цена: 4283 р. Наличие на складе: Поставка под заказ.
Описание: Explains what Customer Relationship Management (CRM) is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives. This book includes case examples that illustrate CRM in practice.
Описание: Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and
retain a competitive advantage via customer intimacy and CRM. In this context, new strategic frameworks and cooperation with everybody along the whole value chain are needed to
allow managers to deal with the changes in shopping patterns of consumers. This book presents a new strategic framework that has been tested successfully with various global
nt concepts such as Collaborative Forecasting and Replenishment, CRM, Category Management, and Mass Customization are integrated into one holistic approach with a view to jointly
develop customer bonding and loyalty. Experts from companies like McKinsey, Procter&Gamble, Accenture, and AC Nielsen, as well as authors from renowned academic institutions,
offer valuable insights on how to redesign organizations for the future.
Автор: Twort And Rees Название: Civil Engineering Project Management ISBN: 0750657316 ISBN-13(EAN): 9780750657310 Издательство: Taylor&Francis Рейтинг: Цена: 4806 р. Наличие на складе: Невозможна поставка.
Описание: Written from the point of view of the project engineer, this guide details their responsibilities, powers and duties. It talks about the changes to management practice and the various forms of contract. It serves as a practical guide to on-site project management for the practicing engineers.
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