Download or read book Customer Management Scorecard written by Neil Woodcock and published by Kogan Page Publishers. This book was released on 2005-12-03 with total page 447 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume documents the results of global research on customer management (CM) funded by QCi, IBM and OgilvyOne. It is based on the diagnostic tool developed by QCi, the Customer Management Assessment Tool (CMAT), which is recognized as the global CRM scorecard and benchmark "best practice" standard for assessing how well organizations manage their customers. Drawing on the results of research using CMAT in over 300 leading companies around the world and across a wide variety of sectors, the authors present their findings. The detailed cases illustrate the gains to be made from managing customers well and include: BP; Barclaycard; BskyB; Hyundai; Mobil; Prudential; Smithkline Beecham; John Lewis; NatWest Bank; and Rolls Royce. The accompanying free CD-ROM contains a mini version of CMAT.

Download or read book Luxury Retail and Digital Management written by Michel Chevalier and published by John Wiley & Sons. This book was released on 2020-03-17 with total page 317 pages. Available in PDF, EPUB and Kindle. Book excerpt: Develop a winning customer experience in the digital world Luxury consumers are changing – they come from all over the world, they are young and they are digital natives. How can luxury brands that have built themselves as pure physical players adapt their business model and practices to address their expectations without abandoning their luxury DNA? Luxury Retail and Digital Management, 2nd Edition sets focus on the major retailing challenges and customer evolutions luxury brands are facing today: the digitalisation and the emergence of the millennials and Chinese luxury consumers. These major changes have been affecting the distribution and communication channels of luxury brands; they now have to think simultaneously physical stores and e-commerce, global marketing and digital marketing. • Defines all the tools that are necessary to manage luxury stores including analysis of location and design concept • Explores the selection, training and motivation of the staff • Covers everything executives, managers and retail staff need to know in order to enter, expand, understand and succeed in the world of luxury retail Written by luxury retail experts Michel Chevalier and Michel Gutsatz, who lend their solid academic credentials and professional expertise to the subject, Luxury Retail and Digital Management, 2nd Edition provides deep insight into the main challenges that luxury brands are facing in this digital age.

Download or read book Crew Resource Management written by Eduardo Salas and published by Routledge. This book was released on 2017-05-15 with total page 350 pages. Available in PDF, EPUB and Kindle. Book excerpt: Crew Resource Management (CRM) training was first introduced in the late 1970s as a means to combating an increased number of accidents in which poor teamwork in the cockpit was a significant contributing factor. Since then, CRM training has expanded beyond the cockpit, for example, to cabin crews, maintenance crews, health care teams, nuclear power teams, and offshore oil teams. Not only has CRM expanded across communities, it has also drawn from a host of theories from multiple disciplines and evolved through a number of generations. Furthermore, a host of methodologies and tools have been developed that have allowed the community to better study and measure its effect on team performance and ultimately safety. Lacking, however, is a forum in which researchers and practitioners alike can turn to in order to understand where CRM has come from and where it is going. This volume, part of the 'Critical Essays on Human Factors in Aviation' series, proposes to do just that by providing a selection of readings which depicts the past, present, and future of CRM research and training.

Download or read book Crew Resource Management written by Barbara G. Kanki and published by Academic Press. This book was released on 2019-01-31 with total page 665 pages. Available in PDF, EPUB and Kindle. Book excerpt: The new edition of Crew Resource Management reflects advancements made in the conceptual foundation as well as the methods and approaches of applying CRM in the aviation industry. Because CRM training has the practical goal of enhancing flight safety through more effective flight crew performance, this new edition adapts itself to fit the users, the task, and operational and regulatory environments--all of which continually evolve. Each contributor examines techniques and presents cases that best illustrate CRM concepts and training. This book discusses the history and research foundation of CRM and also stresses the importance of making adaptive changes and advancements. New chapters include: CRM and Individual Resilience; Flight and Cabin Crew Teamwork: Improving Safety in Aviation: CRM and Risk Management/Safety Management Systems; and MRM for Technical Operations. This book provides a deep understanding of CRM--what it is, how it works, and how to practically implement an effective program. - Addresses the expanded operating environment--pilots, flight attendants, maintenance, etc. - Assists developers and practitioners in building effective programs - Describes best practices and tools for supporting CRM training in individual organizations - Highlights new advances and approaches to CRM - Includes five completely new chapters

Download or read book Recent Advances in Minimal Access Surgery written by Subhash Khanna and published by Jaypee Brothers Medical Publishers. This book was released on 2019-05-31 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: 1. Endoluminal Bariatric Surgery: Emerging Trends and Techniques 2. The Minimal Access Surgical Skills--What is the Optimal Training Technique Today? 3. Training and Assessment Path in Minimal Access Surgery: From Basic and Advanced to Specialty Procedures 4. Laparoscopic Entry: Current Perspectives of Safe Access Techniques 5. 3D Vision Versus 2D Vision in Minimal Access Surgery: A Prospective Randomized Controlled Study 6. Hernia in Obesity: Recent Guidelines 7. Minimal Access Surgery in Recurrent Inguinal Hernia 8. Endoscopic versus Surgical Procedures for Gastroesophageal Reflux Disease 9. Management Options for Complications and Failure of Surgery for Gastroesophageal Reflux Disease 10. laparoscopic Vagal Sparing Total Gastrectomy: Patient Selection and Operative Technique 11. Bariatric Surgery in Diabetes 12. The Indications for Reoperation and the Outcomes of Roux-en-Y as a Rescue Procedure 13. Reoperative Bariatric Surgery 14. Current Trends in the Management of Gallstones with Concomitant Bile Duct Stones 15. The Technique of Minimal Access Hepatectomy 16. Recent Advances in the Role of Laparoscopy in Oncological Sciences 17. Minimally Invasive Colorectal Surgery 18. A Review on Long-term Outcomes of Laparoscopic Surgery in Colorectal Cancer 19. Medicolegal Dilemmas for Minimal Access Surgery Surgeons 20. The "Triple-track Technique for Laparoscopic Proctocolectomy" in Colonic Neoplasia: Optimizing Minimal Access Surgical Oncology Index

Download or read book Management written by John M. Ivancevich and published by Atomic Dog Publishing. This book was released on 2006 with total page 452 pages. Available in PDF, EPUB and Kindle. Book excerpt:

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 Customer Relationship Management written by Gerhard Raab and published by Gower Publishing, Ltd.. This book was released on 2008 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Relationship Management is the first book to explore the benefits to the firm of a globally integrated approach to the management philosophy of Customer Relationship Management (CRM). The best hope for achieving a sustainable competitive advantage in a global marketplace is by means of better understanding which customers are in the best position to experience long-term, profitable relationships for the globally oriented firm. This book offers both an academic and a practical viewpoint of the importance of CRM in a global framework. It integrates the topics of knowledge management, total quality management, and relationship marketing with the goal of explaining the benefits of CRM for internationally active firms. The authors have included six case studies which allow the reader to undertake the role of CRM consultant in a 'learning by doing' approach. The book should be required reading for all business executives who desire a customer-oriented approach to success, and for all students of business who desire to gain insight into a relationship management approach which will become ever-more important in the years ahead.

Download or read book Project Management Concepts Methodologies Tools and Applications written by Management Association, Information Resources and published by IGI Global. This book was released on 2016-06-09 with total page 2453 pages. Available in PDF, EPUB and Kindle. Book excerpt: Organizations of all types are consistently working on new initiatives, product lines, or implementation of new workflows as a way to remain competitive in the modern business environment. No matter the type of project at hand, employing the best methods for effective execution and timely completion of the task at hand is essential to project success. Project Management: Concepts, Methodologies, Tools, and Applications presents the latest research and practical solutions for managing every stage of the project lifecycle. Emphasizing emerging concepts, real-world examples, and authoritative research on managing project workflows and measuring project success in both private and public sectors, this multi-volume reference work is a critical addition to academic, government, and corporate libraries. It is designed for use by project coordinators and managers, business executives, researchers, and graduate-level students interested in putting research-based solutions into practice for effective project management.

Download or read book Creating the Strategy written by Rennie Gould and published by Kogan Page Publishers. This book was released on 2012-08-03 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: Creating the Strategy is a practical guide that brings together the most important elements of business strategy, B2B marketing theory and sales management. Aimed at those wanting to structure their organizations around the winning and keeping of customers in B2B markets, the book introduces a number of unique and powerful methodologies proven in workshops conducted with clients such as Mercedes-Benz and AXA Insurance. It is structured around the Sales & Business Performance Value Chain, a unique and integrated process that builds awareness and understanding of all factors impacting on sales and business performance, providing an important diagnostic tool. Whether you are working for a large organisation or a small company, Creating the Strategy will help you recognise and implement the key elements responsible for creating outstanding sales and business performance in B2B markets.

Download or read book Management Science Logistics and Operations Research written by Wang, John and published by IGI Global. This book was released on 2013-09-30 with total page 481 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book examines related research in decision, management, and other behavioral sciences in order to exchange and collaborate on information among business, industry, and government, providing innovative theories and practices in operations research"--Provided by publisher.

Download or read book Managing Market Relationships written by Professor Adam Lindgreen and published by Gower Publishing, Ltd.. This book was released on 2012-08-28 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: Sole reliance on traditional marketing practices can cost a lot of money for little gain. That's why establishing, developing, and maintaining market relationships with customers and other stakeholders is often hailed as an effective means to achieve a sustained competitive market advantage. Despite this, the benefits of relationship marketing remain uncertain, and efforts in this arena often fail. Managing Market Relationships explains what relationship marketing entails, how it is implemented, how it evolves, and how it is controlled. Building on research with colleagues, Adam Lindgreen argues that companies must add value - either through their products and services or through their relationships, networks, and interactions. Readers are introduced to the buyer-seller market exchange model that recognizes the importance of relationship marketing but argues that it should co-exist with traditional marketing. The book offers guidance on how to develop, involve, and evaluate management and employees in relationship-building market activities. To avoid the one-size-fits-all approach to relationships, that so often leads to the premature death of managers' efforts, a relationship management assessment tool is provided that helps companies to question, identify, and prioritize critical aspects of relationship marketing. This timely and comprehensively researched book is essential reading for researchers, those involved in the professional training and development of marketers, and higher level students and practitioners who will want to learn more about relationship marketing, relevant research methodologies and how to use sound managerial models and tools.

Download or read book Communications Skills for Project Managers written by G. Michael CAMPBELL PMP and published by AMACOM Div American Mgmt Assn. This book was released on 2009-05-13 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: According to the Project Management Institute, over 80 percent of a project manager’s job is communication—yet most project management books hardly discuss it. Communications Skills for Project Managers provides practical advice and strategies for ensuring success, even in the face of shifting organizational priorities, constantly evolving expectations, and leadership turnover. This important guidebook gives readers the skills they need to keep everyone in the loop. Readers will find out how they can: • keep those on the project team—as well as upper management—involved and informed • establish a plan for communication • effectively present to stakeholders • compete with other initiatives within the organization • convey reasons for change • and more Even a project that is brought in on time and on budget can be considered a failure if those outside a project team haven’t been kept informed. This book provides readers with the skills they need for ensured project success, every time.

Download or read book Implementing SAP CRM written by Vivek Kale and published by CRC Press. This book was released on 2014-12-03 with total page 506 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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

Download or read book Improving Healthcare Team Communication written by Dr Christopher P Nemeth and published by Ashgate Publishing, Ltd.. This book was released on 2012-10-01 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Communications research in aviation is widely regarded by many in the healthcare community as the 'gold standard' to emulate. Yet healthcare and aviation differ in many ways, as do the vital communications shared among members of clinical teams. Aviation team communication should, then, be understood in terms of what lessons will benefit those who work in healthcare. In Improving Healthcare Team Communication, renowned experts provide insights from 'sharp end' operator research in high-hazard sectors that shed light on the performance of cognitive tasks including resource availability assessment, allocation, anticipation, prediction, trade-off decisions, speculation and negotiation. The book reports on recent field research to address what is known, and what needs to be learned, about team communication among operators. Students, clinicians and healthcare managers can find answers in it to the questions they face daily. How can healthcare information be better shared? What can we expect from its improvement, and how do we get there? Lessons learned from team communication research and experience in aviation and healthcare will point the way to improved patient safety.

Download or read book Bulletproof Problem Solving written by Charles Conn and published by John Wiley & Sons. This book was released on 2019-03-04 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: Complex problem solving is the core skill for 21st Century Teams Complex problem solving is at the very top of the list of essential skills for career progression in the modern world. But how problem solving is taught in our schools, universities, businesses and organizations comes up short. In Bulletproof Problem Solving: The One Skill That Changes Everything you’ll learn the seven-step systematic approach to creative problem solving developed in top consulting firms that will work in any field or industry, turning you into a highly sought-after bulletproof problem solver who can tackle challenges that others balk at. The problem-solving technique outlined in this book is based on a highly visual, logic-tree method that can be applied to everything from everyday decisions to strategic issues in business to global social challenges. The authors, with decades of experience at McKinsey and Company, provide 30 detailed, real-world examples, so you can see exactly how the technique works in action. With this bulletproof approach to defining, unpacking, understanding, and ultimately solving problems, you’ll have a personal superpower for developing compelling solutions in your workplace. Discover the time-tested 7-step technique to problem solving that top consulting professionals employ Learn how a simple visual system can help you break down and understand the component parts of even the most complex problems Build team brainstorming techniques that fight cognitive bias, streamline workplanning, and speed solutions Know when and how to employ modern analytic tools and techniques from machine learning to game theory Learn how to structure and communicate your findings to convince audiences and compel action The secrets revealed in Bulletproof Problem Solving will transform the way you approach problems and take you to the next level of business and personal success.

Download or read book Nursing Care of the Critically Ill Child written by Mary Fran Hazinski and published by Elsevier Health Sciences. This book was released on 2012-05-08 with total page 1174 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now completely up to date to meet the needs of today's pediatric nurses, Mary Fran Hazinski's Nursing Care of the Critically Ill Child, 3rd Edition, remains the foundational text of pediatric critical care nursing. Known for its outstanding organization and clear descriptions, this comprehensive reference details the unique care required for critically ill children with thorough discussions of physiology, pathophysiology, pharmacology, collaborative management, and nursing management. Ten new chapters, new advanced practice content, and new nurse contributors and reviewers ensure that this classic text continues to be the essential resource for the care of critically ill children. Details differences in caring for critically ill children as compared with caring for adults: how to modify assessment procedures, consider aspects of psychosocial development, and examine developmental aspects of various body systems. Provides comprehensive coverage of physiology, pathophysiology, pharmacology, and nursing management related to care of the critically ill child. Includes detailed Nursing Care Plans for select disorders. Contains helpful appendices such as pediatric drug dosages, central venous catheter care, and pediatric fluid requirements. Features Evolve online resources with additional content for further study of related topics, including tables for ease of recollection of material and additional references. Contains 10 all-new chapters, including Pharmacokinetics and Pharmacodynamics; Shock, Cardiac Arrest, and Resuscitation; Mechanical Support of Cardiopulmonary Function; Fluid, Electrolyte, and Endocrine Problems; Immunology and Infectious Disorders; Transplantation and Organ Donation; Toxicology/Poisonings; Fundamentals of Quality Improvement and Patient Safety; Clinical Informatics; and Ethical Issues in Pediatric Critical Care Features nurse contributors and reviewers for every chapter, making this edition a truly collaborative text. Provides information vital to the advanced practice nurse, such as assessment tools and severity of illness management. Includes numerous Pearls that highlight practical wisdom from experts in pediatric critical care nursing.