Download or read book How to Win at CRM written by Seth Kinnett and published by CRC Press. This book was released on 2017-07-28 with total page 220 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides clarity and guidance on effective strategy, implementation and management of CRM. It explores both the conceptual and cultural context of CRM initiatives along with the particulars of CRM system implementation and management. In order to provide this clarity, it surveyed the existing academic publications surrounding CRM, sales force automation, and related topics within information systems literature. The book supplements this research with insights from CRM experts to provide a robust picture of the CRM landscape and how to improve it no matter what role you play within your organization. This book is for everyone who wants to achieve CRM success.
Download or read book Statistical Methods in Customer Relationship Management written by V. Kumar and published by John Wiley & Sons. This book was released on 2012-07-26 with total page 227 pages. Available in PDF, EPUB and Kindle. Book excerpt: Statistical Methods in Customer Relationship Management focuses on the quantitative and modeling aspects of customer management strategies that lead to future firm profitability, with emphasis on developing an understanding of Customer Relationship Management (CRM) models as the guiding concept for profitable customer management. To understand and explore the functioning of CRM models, this book traces the management strategies throughout a customer’s tenure with a firm. Furthermore, the book explores in detail CRM models for customer acquisition, customer retention, customer acquisition and retention, customer churn, and customer win back. Statistical Methods in Customer Relationship Management: Provides an overview of a CRM system, introducing key concepts and metrics needed to understand and implement these models. Focuses on five CRM models: customer acquisition, customer retention, customer churn, and customer win back with supporting case studies. Explores each model in detail, from investigating the need for CRM models to looking at the future of the models. Presents models and concepts that span across the introductory, advanced, and specialist levels. Academics and practitioners involved in the area of CRM as well as instructors of applied statistics and quantitative marketing courses will benefit from this book.
Download or read book Why CRM Doesn t Work written by Frederick Newell and published by John Wiley & Sons. This book was released on 2010-05-21 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: CRM was supposed to help businesses better understand their customers and increase efficiency. Yet most companies are not getting the return they expected. Is it possible to make customers happy and, at the same time, improve ROI? Is there a practical, affordable way to get customers to say what they really want? In Why CRM Doesn't Work, leading international marketing consultant Frederick Newell explains why it's time to change the game to CMR (Customer Management of Relationships). CMR allows companies to empower customers so they'll reveal what kind of information they want, what level of service they want to receive, and how to communicate with them--where, when, and how often. It is a bold solution for businesspeople at all levels in all industries who want to stay ahead of the curve in the development of customer loyalty. Newell shows by lesson and example why the current CRM isn't working, what needs to change, and how to put the CMR philosophy to work--without additional expense. The book includes case studies of good and bad relationship marketing from companies as diverse as Kraft Foods, Procter & Gamble, Budweiser, Charles Schwab, Dell, IBM, Lands' End, Sports Authority, Radio Shack, and Staples. With the knowledge in this book, a company can learn to build long-term relationships and bring in profits instead of relying on one-time sales. Why CRM Doesn't Work is important reading for companies of every size that are trying to satisfy and sell to today's consumer.
Download or read book Customer Relationship Marketing written by Merlin Stone and published by Kogan Page Publishers. This book was released on 2000 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: Relationship marketing is considered by most major corporations to be one of the keys to unlocking the full power of e-commerce in the 21st century. In order that customers and consumers can be targeted effectively, a lasting relationship with each and every one is required. For this to be effectively achieved, there is a need for long-term strategy and technological investment. But where do businesses start? This practical guide is designed to set any organization on the path to planning CRM strategy and offers advice to ensure long-term success. This second edition is revised to take account of research since the first edition, and contains examples.
Download or read book The Customer Relationship Management Survival Guide written by Dick Lee and published by High Yield Marketing Press. This book was released on 2000 with total page 222 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Customer Relationship Management written by Roger J. Baran and published by Taylor & Francis. This book was released on 2016-12-08 with total page 450 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management.
Download or read book Handbook of CRM written by Adrian Payne and published by Routledge. This book was released on 2012-07-26 with total page 460 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.
Download or read book Your Surefire Guide To CRM Success written by Matt Mountain and published by Advantage Media Group. This book was released on 2015-02-13 with total page 146 pages. Available in PDF, EPUB and Kindle. Book excerpt: Implementing Customer Relationship Management (CRM) Software Can Be One Of The Most Important Decisions A Growing Company Can Make. In Your Surefire Guide to CRM Success, Matt Mountain and Randy Davis— Salesforce.com gurus and industry leaders—explain how your business can properly implement this software to receive a high return on your investment. In this book, Matt and Randy discuss the following: • How to define your company’s goals for proper CRM implementation • How to align employees to your vision • How to use software for not only sales but also marketing, operations, and customer service • How to use CRM to benefit your customers • How to continue maximizing and expanding your software in the future Many companies struggle in incorporating new software technology into their business model, but there is high potential for success if used correctly. If your company is considering the leap to CRM, this book is for you!
Download or read book Customer Relationship Management written by Kaj Storbacka and published by McGraw-Hill Companies. This book was released on 2001 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt: To develop the long-term relationships necessary to survive the intense global competition of the modern era, businesses must strive to meet customers needs as never before. This book is a result of an extensive research project that studied new ideas in marketing, and how these strategies are being applied throughout the US and Europe. The case studies provided demonstrate the ability of effective CRM programmes to refine customer relationships and increase their value.
Download or read book Sichtweisen written by and published by . This book was released on 1995 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Social Customer How Brands Can Use Social CRM to Acquire Monetize and Retain Fans Friends and Followers written by Adam Metz and published by McGraw Hill Professional. This book was released on 2011-08-16 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The social customer is your NEW customer. And if you don’t recognize it, they will be someone else’s new customer. Adam Metz presents a clear, concise game plan for attracting them, connecting with them, and keeping them. Don’t just buy this book: invest in the content. Actually, invest time to implement the content." —JEFFREY GITOMER, author of The Little Red Book of Selling and Social BOOM! "This book connects two key dots in the customer equation: knowing why your customers uniquely do business with you and taking actions that cause them to repeat that choice more frequently." — RICH BLAKEMAN, sales vice president, Miller Heiman, from the Afterword "I’ve seen the future of marketing and it delivers in less than 300 pages. Adam Metz’s The Social Customer makes a compelling case for revolutionizing your thinking about how you connect and build a relationship with your customer in a fashion that shrinks your marketing team and amplifi es the love the world feels for you and your product. Not easy stuff, and, done the wrong way, it’s dangerous." — CHIP CONLEY, founder of Joie de Vivre Hospitality and author of PEAK: How Great Companies Get Their Mojo from Maslow About the Book IF you look at the people who follow your company via social media simply as "social media users," you’re missing a much bigger picture. They are, above all, your customers—and as such, they have a multitude of needs. But without the right social media strategy, they might not remain your customers for long. Adam Metz is prized by clients and online fans for his understanding of what makes both companies and their customers click—and how social media can get them in sync and drive revenue. In The Social Customer, he teaches you all you’ll need to know to transform your business—not just on the Web but across the board. Even if Facebook and Twitter were to disappear tomorrow, these are the fundamentals that will always apply—whatever the technology and whatever the social media. You’ll learn: How to transform your brand into a coveted "Social Object" Where your brand currently stands with your social customers—and how to mobilize your customers to get the word out The "The Ten Commandments of Social Customer Relationship Management" How to harness the power of collaboration How to delight your customers and win loyalty through individualized Treatment What terms like "Social Marketing" and "Social Sales Insights" really mean—and why they can be vital to business success Metz also includes anecdotes, case studies, and outside-the-box inspiration from branding innovators—ranging from upstart punk bands to absolute giants like Burger King and SAP—all designed to keep you thinking critically, creatively, and with the kind of flexibility that will keep your social customers engaged as your company grows.
Download or read book CRM to the People written by J. C. Quintana and published by Dog Ear Publishing. This book was released on 2013-02 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: CRM to the People was written to help unite everyone in your organization with the vision of CRM attainment. Intentionally brief and to the point, it will become the main tool your company uses to encourage discussion, clarify expectations, and motivate people around the topic of customer relationship management (CRM ). The book was born from over twenty years of collaboration with companies implementing CRM strategy and technology. It differentiates itself from most CRM resources by speaking to every member of your company; not just CRM sponsors and IT professionals. It is honest, practical, and designed as a conversation-generator you should place in the hands of every member of your company. It serves as a powerful and common starting point for decision-making and alignment for companies launching CRM initiatives and a platform for resolution for companies already engaged in a CRM effort. CRM to the People is divided into ten short chapters, each expanding on a fundamental aspect of CRM success: Article 1: Intro to a Manifesto, is an invitation to make CRM the vehicle that connects all your corporate teams with the vision of improving the central relationships of your business through meaningful interactions. Article 2: Power to the Acronym, submits that CRM must return to its goal of managing relationships in spite of the reputation that has marred the acronym and its purpose. Article 3: Power to the Collaboration, calls for each member of your organization to work together to assess customer relationship management initiatives and implement them successfully, together. Article 4: Power to the Resolution, explores the important questions people are asking about CRM and guides you through the best ways to answer them to ensure company-wide support. Article 5: Power to the Relationships, expands on the similarities between our personal and business relationships and how CRM must be a tool for building them. Article 6: Power to the Interaction, brings awareness to specific, critical interactions your company must manage and which lead to genuine, heart-felt service. Article 7: Power to the Customer, challenges your perceptions of what constitutes CRM success and provides true measurements for ensuring it. Article 8: Power to the Instrument, addresses the role of CRM tools and applications as enablers in the CRM strategy. Article 9: Power to the Vertical, offers important considerations for customizing CRM to fit the needs of your company and industry. Article 10: Power to the Endeavor, encourages you to undertake the mandates that can transform your company and the lives of people. Reader blog and forums at www.CRMtothePeople.com
Download or read book Implementing CRM written by David Finnegan and published by John Wiley & Sons. This book was released on 2007-05-07 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: Firms are continually seeking new ways to forge close relationships with their most valuable customers. With recent advances in networking and database management, firms have both the motivation and the means for improving their Customer Relationship Management (CRM) strategies. This book focuses on the actuality of implementing CRM. It is about the organization's ability to provide a seamless and personalized experience to each customer rather than a transactional or product-focused approach where the future of the relationship is not an over-riding consideration. This book connects CRM systems implementation with organizational change for the first time. It looks into the factors that distinguish firms which connect with their customers and gain customer loyalty with firms that are not as successful. It also describes the micro-processes that occur on a daily basis in a company and all the small decisions managers and employees take during the implementation of change and the creation of knowledge. Finnegan and Willcocks note that CRM implementation is not the straightforward process that many of the trade publications would have us believe. They state the failure rate of large CRM projects may be as high at 70%. Through the lens of two detailed case studies, the authors investigate why CRM is no panacea.
Download or read book CRM Or Die written by Courtney Kearney and published by . This book was released on 2021-12-06 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Customer Relationship Management written by SCN Education and published by Springer Science & Business Media. This book was released on 2013-11-11 with total page 406 pages. Available in PDF, EPUB and Kindle. Book excerpt: This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapter dedicated to the implementation of CRM in callcenters, the reader will have the most complete file on CRM possible at his disposition.
Download or read book CRM Unplugged written by Philip Bligh and published by John Wiley & Sons. This book was released on 2004-05-18 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Building and maintaining a customer-centered enterprise cost-effectively is a hot topic and key business issue. This book provides the definitive work on how to derive return from investment. It shows readers strategies for successful CRM implementation into a company, and how to achieve a good ROI through CRM, and also details best practices.
Download or read book CRM at the Speed of Light Third Edition Essential Customer Strategies for the 21st Century written by Paul Greenberg and published by McGraw Hill Professional. This book was released on 2004-08-16 with total page 690 pages. Available in PDF, EPUB and Kindle. Book excerpt: Updated to reflect the major changes in Customer Relationship Management (CRM) in the last few years, this third edition of CRM at the Speed of Light: Capturing and Keeping Customers in Real Time is a must-read for executives looking to leverage the latest technologies on the market to reach and retain customers. Learn CRM concepts, discover what tools are available and which ones are suitable for your business, and get practical, expert advice on avoiding common pitfalls.
