Download or read book Customer Management Expanded Edition written by Jean-Marc Sallenave and published by . This book was released on 2019-10-15 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Our mission is to delight our customers..." Retailers talk about customers all the time. So why are they so slow to fully embrace customer-centric approaches in how they run their businesses day in and day out? While easy to understand in concept, customer-centric retailing has proven elusive in application. Until now. A retailer's long-term performance is ultimately driven by customer sales, not product sales. The traditional product-centric retailer seeks to sell individual product categories to as many customers as possible. By contrast, the customer-centric retailer seeks to sell as many categories (and services) as possible to selected customers over time. The difference isn't just academic, it impacts every facet of the business and how it makes decisions. In this book, Dippold and Sallenave propose a common definition and understanding of what customer-centric retailing means, explain why current efforts usually yield less than expected, and present a pragmatic, step by step approach to customer management that really delivers on its promise. This Expanded Edition of the book explains how changes in technology are putting more decision-making power in the hands of the customer, and how this forces retailers to think and act differently. It presents the foundational principles behind customer management and lays out a business process developed by the authors for putting customer management into practice. The book presents the tools and templates used at each step of the process, with examples drawn from actual data. It is an indispensable reference guide for anyone interested in how to implement customer management in a retail organization. For a more concise overview, the book also comes in the Executive Edition. The Executive Edition is a quicker read that explains the key principles behind customer management and presents a high-level overview of the process.

Download or read book The Rules of Management Expanded Edition written by Richard Templar and published by FT Press. This book was released on 2011-05-03 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Rules of Management: They're surprisingly easy to learn and live by. Now, author Richard Templar has brought them all together in one place: the quick, irreverent The Rules of Management: A Definitive Code for Managerial Success. Templar covers everything from setting realistic targets to holding effective meetings; finding the right people to inspiring loyalty. Learn when and how to let your employees think they know more than you (even if they don't)--and recognize when they really do! Discover how to adapt your management style to each team member, create your own game plan for success, cope with stress, stay healthy, and take charge, as if you were born to manage! The first edition of The Rules of Management became a global phenomenon, topping bestseller charts around the word. This new, even better edition contains 10 brand-new rules to take you further, faster.

Download or read book Call Center Management on Fast Forward written by Brad Cleveland and published by ICMI Inc.. This book was released on 1997 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.

Download or read book The Rules of Management written by Richard Templar and published by Pearson Education. This book was released on 2005 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: Would you like to be one of those managers who glides effortlessly onwards and upwards through the system, the politics, the people problems, the impossible targets and the work overload? Would you like to always say the right thing, do the right thing and know how to handle every situation. Then you need this book.

Download or read book Call Center Management on Fast Forward written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2012 with total page 491 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Conflict Management and Organization Development written by W. F. G. Mastenbroek and published by . This book was released on 1993 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: This study aims to form a bridge between the theory of organizations and the practice of professional consulting work. A new theory is outlined which enables consultants to perceive conflicts between parties in organizations, and to use these conflicts to gain greater productivity.

Download or read book Managing Customer Experience and Relationships written by Don Peppers and published by John Wiley & Sons. This book was released on 2016-11-14 with total page 624 pages. Available in PDF, EPUB and Kindle. Book excerpt: Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you'll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or training session. The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction. Understand the fundamental principles of the customer relationship Implement the IDIC model to improve CRM ROI Identify essential metrics for CRM evaluation and optimization Increase customer loyalty to drive profits and boost margins Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal—but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.

Download or read book Leadership for Great Customer Service written by Thom Mayer and published by ACHE Management. This book was released on 2014 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Forewords by Chuck Lauer and Tom Peters The successful first edition of Leadership for Great Customer Service has become a definitive source for healthcare leaders seeking to transform their organizations' approach to elevating and sustaining service excellence. The authors have continued to be highly sought-after speakers on customer service in healthcare since the book's publication ten years ago and have consulted with more than 100 healthcare institutions in that time, adding to the content and case studies of this new edition. This thoroughly updated edition has been expanded to include practical applications and techniques that build on the well-recognized content of the first edition. This entertaining yet practical guide presents the authors' model for achieving customer service excellence in three parts: Framing the Customer Service Mandate: Address the "why" before the "how," and develop a greater understanding of your patients and their expectations. Survival Skills for Achieving Great Customer Service: Make the customer service diagnosis, negotiate and resolve expectations, and create "moments of truth" that drive customer experience. The A-Team Tool Kit: Explore the types of dialogue and behaviors displayed by A-Team versus B-Team members, coaching tips, the importance of scripts, and how to reward champions to leave a legacy for your organization. New to this edition are a highly pragmatic set of tools, known as "The A-Team Tool Kit," which spans ten chapters. The A-Team Tool Kit puts evidence-based applications, guidelines, techniques, and advice in your hands to achieve service excellence. Also provided in this edition is a summary of Survival Skills at the end of each chapter.

Download or read book The Philosophical Foundations of Management Thought written by Jean-Etienne Joullié and published by Rowman & Littlefield. This book was released on 2020-10-06 with total page 369 pages. Available in PDF, EPUB and Kindle. Book excerpt: The book's premise is that the theories taught in management schools are based on unacknowledged philosophical perspectives that are significant not so much for what they explain, but for what they assume. Rarely made explicit, these perspectives cannot be reconciled, with the result that the study of management has been dominated by contradictions and internecine intellectual warfare. However, the ability critically to analyze these diverse perspectives is essential to practicing and aspiring managers if they are to evaluate expert opinion. Moreover, since management is primarily an exercise in communication, managing is impossible in the darkness of an imprecise language, in the absence of moral references, or in the senseless outline of a world without intellectual foundations. Managing is a prime example of applied philosophy.

Download or read book Rethinking Performance Management Enhanced Executive Edition written by M. Tamra Chandler and published by Berrett-Koehler Publishers. This book was released on 2016-06-06 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: The video enhanced executive edition of How Performance Management is Killing Performance – and What to Do About It was created with the busy leader in mind. Offering targeted information and insight, and with over 26 minutes of videos and animations throughout, Rethinking Performance Management – A Leader's Guide has been adapted from the original edition to focus on only the points that you, as a leader of an organization, need to know. This means it's much shorter than the original with more of a focus on the big picture theory and less on the step-by-step. Most people associate performance management with the annual review, which is universally dreaded by employees, management, and HR professionals alike. In this short guide, author Tamra Chandler lays out the key points of creating a performance management process that is not only tailored to your organization's needs and goals, but that employees will actually embrace. Each of the six condensed chapters include short animations or video featuring Tamra herself to sum up the major takeaways for leaders. For those of us who need to be on the cutting edge of this emerging subject, but don't have as much time as we'd like, Rethinking Performance Management – A Leader's Guide offers the perfect framework to provide insight to the benefits of evolving performance management systems, a process which must be led, championed by the leaders in the organization.

Download or read book Management Ideas written by Sultan Kermally and published by Taylor & Francis. This book was released on 2007-06-07 with total page 253 pages. Available in PDF, EPUB and Kindle. Book excerpt: Management Ideas is a unique guide to the dominant theories influencing management practice in the late 20th century. Kermally explains how some organizations have taken these ideas on board and incorporated them in their strategies in order to survive in today's intensively competitive climate. Management Ideas looks at: * Total quality management *Benchmarking *Customer service *Business process re-engineering *Performance measurement *Empowerment *Learning and knowledge-focused organizations The ...in brief books provide a critical 'snapshot' of the major management fashions and fads influencing business strategy. They cut through the consultants' jargon and steer a practical, common sense course through the theory and hype. They provide managers with a balanced view based on evidence rather than missionary zeal, so that they can be better informed. Sultan Kermally is the senior Vice President and the Director of the Economist Conferences. Formerly he was a Senior Group Director at Management Centre Europe, Brussels. He designs conferences on leading edge management issues such as Benchmarking, Empowerment, Process Re-engineering. He is also a part-time lecturer at Durham University Business School. An expanded hardback edition of this book, Total Management Thinking, is also available - ISBN 0750626143

Download or read book Customer Relationship Management written by Francis Buttle and published by Routledge. This book was released on 2009 with total page 495 pages. Available in PDF, EPUB and Kindle. Book excerpt: This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.

Download or read book The Ultimate Question written by Fred Reichheld and published by . This book was released on 2007-08 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: One Simple Question Can Determine Your Company's Future. Do You Know the Answer? The Ultimate Question offers hands-on guidance on how to: Distinguish good profits from bad. Measure NPS and benchmark performance against world-class standards. Quantify the economic value generated by customer word of mouth. Assign accountability for improving customer relationships. Identify core customers and set priorities for strategic investments. Move customers beyond mere satisfaction to true loyalty. Create communities of passionate advocates that stimulate innovation and growth. Practical and compelling, The Ultimate Question will help you solve your organization's growth dilemma.

Download or read book EBOOK Management Information Systems Global edition written by James O'Brien and published by McGraw Hill. This book was released on 2011-04-16 with total page 705 pages. Available in PDF, EPUB and Kindle. Book excerpt: The benchmark text for the syllabus organised by technology (a week on databases, a week on networks, a week on systems development, etc.) taught from a managerial perspective. O’Brien's Management Information Systems defines technology and then explains how companies use the technology to improve performance. Real world cases finalise the explanation

Download or read book Blue Ocean Strategy Expanded Edition written by W. Chan Kim and published by Harvard Business Review Press. This book was released on 2015-01-20 with total page 317 pages. Available in PDF, EPUB and Kindle. Book excerpt: Argues against common competitive practices while outlining recommendations based on the creation of untapped market spaces with growth potential.

Download or read book Principles of Supply Chain Management Second Edition written by Richard E. Crandall and published by CRC Press. This book was released on 2014-12-11 with total page 722 pages. Available in PDF, EPUB and Kindle. Book excerpt: The second edition of this popular textbook presents a balanced overview of the principles of supply chain management. Going beyond the usual supply chain text, Principles of Supply Chain Management not only details the individual components of the supply chain, but also illustrates how the pieces must come together. To show the logic behind why supply chain management is essential, the text examines how supply chains are evolving, looks ahead to new developments, and provides a balanced look at supply chains with a focus on both the customer side and the supplier side of supply chains. See What’s New in the Second Edition: Expanded coverage of current topics such as e-commerce, risk management, outsourcing and reshoring, sustainability, project management, and data analytics Increased emphasis on how customers are becoming more influential in steering product design Additional coverage of the use of data analytics to evaluate customer preferences and buying patterns A new chapter devoted to logistics and its increasing importance in supply chains Company profiles of organizations with effective supply chains that illustrate the main theme of each chapter A "Hot Topic" for each chapter, providing a description of a critical management issue to stimulate class discussion A complete set of instructor materials for each chapter, including presentation slides, test banks, class exercises, discussion questions, and more From the point of distribution to the final customer, all the way back to the point of origin at the mine or farm, the text provides examples and case histories that illustrate a proven approach for achieving effective supply chain integration. This self-contained resource provides readers with a realistic appraisal of the state of the art in supply chain management and the understanding needed to build and manage effective supply chains in a wide range of industries. Most importantly, it emphasizes the need for building and maintaining collaboration among all members of the supply chain.

Download or read book Superior Customer Value written by Art Weinstein and published by CRC Press. This book was released on 2012-02-24 with total page 323 pages. Available in PDF, EPUB and Kindle. Book excerpt: A customer-centric culture provides focus and direction for the organization, ensuring that exceptional value will be offered to customers — this, in turn, results in enhanced market performance. Unfortunately, caught up in the daily economic and competitive pressures of running complex and fast-changing businesses, managers may lose sight of customers’ desires. And, consequently, customer experiences often fall far short of expectations. Written by an expert with more than fifteen years of experience, Superior Customer Value: Strategies for Winning and Retaining Customers, Third Edition benchmarks the best companies and shows you what it truly means to create world-class value for customers. The book is a state-of-the-art guide to designing, implementing, and evaluating a customer value strategy in service, technology, and information-based organizations. It explores key marketing planning issues that emphasize relationship management strategies to keep customers happy. See What’s New in the Third Edition: New topics include: Business models Co-creation of value Corporate entrepreneurship Customer experience management Customer value metrics Net promoter score Image Innovation Social media Expanded coverage of: Customer relationship management E-business opportunities Written as an academic textbook for use in MBA programs, the book is highly readable, practical, and action-oriented, giving managers at all levels of experience guidance on how to improve marketing operations and create customer-centric organizations. It explains valuable tools such as customer value funnel, customer value assessment, service-quality-image-price (SQIP) analysis, and CRM models. Each chapter has a customer value insight checklist, action items, and informative figures and tables. This revised edition addresses current trends in value-adding business practice, from understanding how to drive a market and find new ventures to the rise in customer importance of the online arena and new models and metrics for customer loyalty and retention. Great companies amaze and delight customers — Superior Customer Value offers a strategic blueprint to learn from the market leaders and apply those lessons to your organization. Art Weinstein discusses the book in several videos on the CRC Press YouTube Channel.