Download or read book Relationship U Turn Approaches to Increase the Value of an Unprofitable Customer written by Kerstin Helmes and published by Diplomarbeiten Agentur. This book was released on 2011-06 with total page 55 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer relationship management concentrates to a great extent on the profitable customers and how to enhance their profitability. Little insight has been given on how to treat the "wrong" customer. This literature research paper shows that customer profitability and overall firm profitability can be improved when dealing with unprofitable customers. The managerial approaches discussed focus on maintaining the customer relationship. For this reason, this paper differs from the general widespread strategy of termination or "firing" an invaluable customer. First, relationship marketing and "Relationship U-turn" are introduced in this paper. Second, customer value and methods of measuring customer value are discussed. The body of this paper concentrates on different approaches that try to turn unprofitable customer relationships into profitable ones. Some of the approaches focus on letting the customer take over more of the value chain activities such as self-service. Other approaches look more at the non-monetary value a customer can provide such as positive word-of-mouth. Examples from business-to-business (B2B) and business-to-consumer (B2C) markets are given for each approach and discussed in detail. The paper concludes with ideas for future research and a discussion. It emphasizes that companies need to realize that every customer is an asset that contributes to the value of a firm. However, customers differ in their needs and a company has to tailor its offering to meet these needs. Only when a company takes a more customer-centric view can it be successful, especially in mature markets.

Download or read book Network World written by and published by . This book was released on 2003-07-14 with total page 56 pages. Available in PDF, EPUB and Kindle. Book excerpt: For more than 20 years, Network World has been the premier provider of information, intelligence and insight for network and IT executives responsible for the digital nervous systems of large organizations. Readers are responsible for designing, implementing and managing the voice, data and video systems their companies use to support everything from business critical applications to employee collaboration and electronic commerce.

Download or read book CIO written by and published by . This book was released on 2003-01-15 with total page 122 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Who s Your Gladys written by Marilyn Suttle and published by Createspace Independent Publishing Platform. This book was released on 2013-04-13 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every customer oriented business has its own Gladys; someone who demands more than most companies are able or willing to give, one who pushes front line service representatives' buttons, one who requires a higher degree of skill to manage. One who let's just say it can be difficult. Yet how is it that some businesses prove able not only to satisfy their 'Gladys', but turn her into one of their most loyal, utterly pleased customers? Filled with inspiring real-life case studies, "Who's Your Gladys?" reveals how large and small companies from a variety of industries avoid creating difficult customers in the first place. EDITORIAL REVIEWS: From Publishers Weekly:"When times are tough, argue entrepreneur Suttle and manager Vest, it's the companies with exceptional customer service that survive. The eponymous Gladys represents the company's hypothetical most challenging client-the one who requires a high level of skill to manage. Using the stories of 10 diverse companies-the Canfield Training Group (of Chicken Soup for the Soul fame), Singapore Airlines, a polyethylene piping product supplier, a spa, an eyeglass distributor and a medical center among them-the authors show companies how to win over Gladys, develop strong client relationships and deliver the superior service that will help them through an economic crisis. It's the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers. The whole is an extremely well-organized and easy to use guide illuminated by the authors' obvious passion for customer service. "It's the substantive, down-to-earth advice that sets this book apart from its competitors, as well as the helpful chapter-end sections, which contain practical points and thought-provoking questions and answers. The whole is an extremely well-organized and easy to use guide illuminated by the authors' obvious passion for customer service." --Publishers Weekly From Corp! Magazine, Detroit, MI:"This is a fast-paced and readable book on customer relationship building. The authors are effective communicators on the subject, and the real-life stories make for a solid book on the topic." --Corp! Magazine From Accounting Today:"[Who's Your Gladys?] offers plenty of useful advice on turning the people who pay your bills into your biggest fans." --Accounting Today Selected by Customer Service Newsletter as one of the best customer service books of 2009: "Who's Your Gladys? offers not only a detailed look at how customer service works at several successful companies, it provides a convenient blueprint for how to examine and benchmark your own customer service operations."

Download or read book Managing Customers Profitably written by Lynette Ryals and published by Wiley. This book was released on 2009-01-22 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is a response to a need in the market place in the fast-growing field of customer profitability analysis and the profitable management of customer relationships. It combines innovative approaches to calculating the value of customers, with the management strategies necessary to make and keep customers profitable. It includes easy-to-follow instructions on how to calculate customer profitability, including worked examples (non-technical) and discusses strategies and their applications for organizations to manage customers profitably. Based on cases and feedback from the KAM Club and other research, there will be many business-to-business as well as business-to-consumer examples. The book assumes some level of numeracy in its readership. The contents include: Assessing product costs, costs to serve and how these can be estimated, and how to deal with customer-specific overhead costs. It discusses the uses and limitations of the use of customer profitability analysis, and illustrates how to calculate customer lifetime value using two methods, one with actual numbers and one which estimates relative customer lifetime value. Provides an innovative approach to calculating the lifetime value of a customer by taking risk into account. Demonstrates how to recognise and value the relationship benefits of customers, such as word of mouth. Brings into discussion the idea that how customers are managed, links to their profitability. Describes how financial portfolio analysis and theory apply to marketing and how, their application to marketing relates to the optimisation of marketing spend.

Download or read book 42 Rules to Turn Prospects Into Customers written by Meridith Elliott Powell and published by Happy About. This book was released on 2010 with total page 129 pages. Available in PDF, EPUB and Kindle. Book excerpt: The economy is changing. Trust and value have become the new Return on Investment (ROI). Consumers are the new drivers of the market; they are in control of where, when, how and from whom they buy. To succeed in this economy you need to do it all - build relationships, establish trust and value, maximize efficiency and generate bottom line results. In her new book, 42 Rules To Turn your Prospects into Customers, Meridith Elliott Powell draws on her 20-plus years in sales to give you a practical step-by-step guide on how to find the right prospects, build profitable relationships, close more sales and turn your customers into champions for your business. Through her experience, research and interviews with sales professionals, clients and executives, Powell has gathered valuable information that will help you navigate this change, get ahead of the curve, and succeed. For sales people, business owners, and executives who need to know how to identify the right prospects; build quality relationships, and maximize their sales efforts, this book provides solid, actionable answers. The rules can be learned quickly and implemented immediately so you and your teams can develop your most critical skill - striking the balance between relationships and results. Powell answers these questions and more: How can I make sure my networking efforts are setting me up for sales success? How do I maximize my time and minimize my expenses? How do I handle the stress of producing and meeting sales goals? How do I get my customers to buy my best and most valuable products or services? How do I standout from the competition? Powell, a life-long student of sales and the sales process, is passionate about helping her clients succeed. Her experience, dedication to research and her desire to listen and learn from the ultimate teacher - our customers - ensure readers gain first hand knowledge of how to Turn Prospects into Customers.

Download or read book Managing Customer Experience and Relationships written by Martha Rogers and published by John Wiley & Sons. This book was released on 2022-04-19 with total page 517 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world’s leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to “treat different customers differently.” This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.

Download or read book RELATIONSHIP MARKETING written by SUPRIYA BISWAS and published by PHI Learning Pvt. Ltd.. This book was released on 2014-08-14 with total page 481 pages. Available in PDF, EPUB and Kindle. Book excerpt: The role of relationship marketing in the current business scenario has become significant as maintaining good relationships with various sections of society, especially the customers, is important for achieving organisational objectives. The book encapsulates all the essential aspects of relationship marketing in an easy-to-understand manner. It has been thoroughly revised and enlarged in the Second Edition and incorporates topics based on emerging concepts of marketing and technology, including relationship parameter in brand identity, service recovery paradox, adversity quotient of relationship managers, impact of social networking on customer relations, as well as applications of cloud and mobile computing in the practice of relationship marketing. Inclusion of new and contemporary case studies from industries—Toyota logo, Removing pain points: How Coco-Colas low-cost solar cooler is helping Coke spread its wing in villages, and Mobile computing in general insurance business, provides a practical orientation to the text and help students to understand concepts of relationship marketing in the context of real-world situation. Apart from these, case assignments have been developed on various dimensions of relationship marketing. Intended as a textbook for the postgraduate students of management, the book is equally useful for relationship managers, executives, and sales and marketing professionals.

Download or read book Build Your Customer Strategy written by James G. Barnes and published by John Wiley & Sons. This book was released on 2007-01-06 with total page 223 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The customer relationships that a company is able to cultivate represent the most important asset that will never appear on its balance sheet." -From Chapter 1 of Build Your Customer Strategy Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships spells out how to create profitable and lasting customer relationships. It demystifies creating the great customer experience-something that everyone seems to be talking about these days-by showing you how to approach "experience" in ways your competitors haven't even thought of. Praise for Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships "Jim Barnes has written a down-to-earth, highly readable book that takes you through real examples with concrete ideas you can use today. Fact is, customers are the only source of revenue, and Jim will help your company build the strategy to grow the value of each customer to your firm, by making sure your firm becomes more valuable to each customer." -Don Peppers and Martha Rogers, PhD coauthors, The One to One Future and Return on Customer "Jim Barnes is in a class by himself as a guru who truly understands customer relationships from the customer's point of view. Read Build Your Customer Strategy when you're ready to move past slogans and technology-based CRM projects to create real customer equity and long-term profitability." -Bob Thompson, CEO CustomerThink Corp., and founder, CRMGuru.com "Build Your Customer Strategy is the book for leaders committed to creating genuine connections with clients. Jim goes beyond conventional thinking to help businesses understand, create, and implement a strategy that will result in the type of long-term loyal customers everyone wants-the ones who bring their family and friends." -Anne Lockie, Executive Vice President, Sales Canadian Personal and Business Clients, RBC Royal Bank "Excellent reading. Jim Barnes brings a refreshing perspective to customer service, loyalty and the importance of long-term, sustainable client relationships. Insightful and very educational." -Stephen Foster, Senior Vice President, Operations Starwood Hotels & Resorts Worldwide, Inc.

Download or read book Stop Advertising Start Branding written by Marcus Osborne and published by Troubador Publishing Ltd. This book was released on 2016-03-03 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: ‘A five-star triumph. This has to be SE Asia’s business book of the year.’ Kevin Boland, CEO, OHMM Pte Ltd, Singapore. Traditional advertising doesn’t work any more. Even Samsung, with a marketing budget of US$14 billion a year, is seeing profits plummet and smartphone sales decline sharply. The world has changed, and throwing money at the problem isn’t going to be the answer. For the global giants aiming to dominate SE Asia’s fast-growing markets, this is dreadful news. For the local and regional companies that are fighting to beat off the invaders, the end of the era of mass market advertising offers a wealth of new opportunities. What matters now, above everything, is building a strong, durable brand, based on great customer relationships. And the key to that is what you do, not how much you spend. Marcus Osborne demonstrates how many organisations can cut their marketing costs by up to 50 per cent yet still achieve better results: ‘Take your money,’ he says, ‘and put it back in the bank.’ He gives practical guidance on all the fine details, from retraining staff to deliver an unforgettable experience to collecting the right data and how to use Facebook and other tools to build a brand that will guarantee a profitable future. Written for CEOs and government servants keen to communicate more effectively with citizens, Stop Advertising Start Branding draws on Marcus’ vast experience in the region to show how SE Asian companies can use the new tools provided by the internet and social media to engage and win customers and keep those customers coming back to their brands. He demonstrates how many organisations can cut their marketing costs yet still achieve better, more measurable results. ‘An experienced understanding of what works and what doesn’t,’ Bobby McGill, Editor-in-Chief, Branding in Asia.

Download or read book Customer Relationship Management written by Daniel D. Prior and published by Taylor & Francis. This book was released on 2024-01-23 with total page 445 pages. Available in PDF, EPUB and Kindle. Book excerpt: This highly regarded textbook provides the definitive account of Customer Relationship Management (CRM) concepts, applications, and technologies, focusing on how companies can create and maintain mutually beneficial relationships with customers. Readers will gain a thorough understanding of the conceptual foundations of CRM, see CRM in practice through illustrative case examples and exercises, and understand how to organise customer data gathering, analysis, and presentation for decision making. The book achieves these outcomes by first considering strategic CRM before moving into operational CRM and, finally, onto analytical aspects of CRM. The fifth edition has been fully updated to include: A series of new case examples to illustrate CRM within various regional and industrial contexts, including those relevant to large, medium, and small enterprises A series of new exercises and discussion questions to help readers understand CRM concepts and to support pedagogical processes, particularly in higher education environments A greater emphasis on managerial applications of CRM through new content to help guide managers An updated account of new and emerging technologies relevant to CRM Expanded coverage of customer experience (CX), customer engagement (CE), and customer journey management (CJM) Customer Relationship Management is essential reading for advanced undergraduate and postgraduate students studying CRM, Sales Management, Customer Experience Management, and Relationship Marketing, as well as executives who oversee CRM functions. Online resources include an Instructor’s Manual, chapter-by-chapter PowerPoint slides, and a bank of exam questions.

Download or read book Sales and Distribution Management written by S.L. Gupta and published by Excel Books India. This book was released on 2009 with total page 620 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most standard books on marketing area have been written by American authors. Though there are a number of books on Sales and Distribution Management by Indian authors as well, these books do not present the Indian conditions in the right perspective. Indian students studying management require books which deal with the changing profile of Indian buyers and helps them understand their perceptions and motivations as also the factors that influence the decisions made by Indian consumers.The book offers a practical approach to Sales and Distribution Management and gives a comprehensive, easy-to-read and enjoyable treatment to the subject matter for students of Sales and Distribution Management. It includes more than 500 live examples and 30 Case Studies from Indian marketing environment and provides sufficient food for thought to students to develop themselves as Result oriented marketers of the future.

Download or read book Business Resilience System BRS Driven Through Boolean Fuzzy Logics and Cloud Computation written by Bahman Zohuri and published by Springer. This book was released on 2017-02-28 with total page 425 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides a technical approach to a Business Resilience System with its Risk Atom and Processing Data Point based on fuzzy logic and cloud computation in real time. Its purpose and objectives define a clear set of expectations for Organizations and Enterprises so their network system and supply chain are totally resilient and protected against cyber-attacks, manmade threats, and natural disasters. These enterprises include financial, organizational, homeland security, and supply chain operations with multi-point manufacturing across the world. Market shares and marketing advantages are expected to result from the implementation of the system. The collected information and defined objectives form the basis to monitor and analyze the data through cloud computation, and will guarantee the success of their survivability's against any unexpected threats. This book will be useful for advanced undergraduate and graduate students in the field of computer engineering, engineers that work for manufacturing companies, business analysts in retail and e-Commerce, and those working in the defense industry, Information Security, and Information Technology.

Download or read book Self Made written by Brian Koslow and published by BrownBooks.ORM. This book was released on 2013-01-04 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: The renowned success coach reveals the three fundamental principles for building wealth in this practical and inspirational guide. Making a lot of money is easy—once you know how. This is the reason the rich tend to get richer. When you have this knowledge and put it into action, your financial destiny isn’t simply left to chance. In Self-Made, renowned success coach Brian Koslow teaches you how to make powerful choices that lead to greater profits. You’ll learn how to maintain a “Wealth Mind-Set,” build “Mutually Advantageous Relationships,” and develop “Millionaire Skills.” Presented in an easy-to-read format with summaries, millionaire tips, and exercises, Self-Made is the ultimate study guide for success. By putting Brian’s advice into action, you will increase your effectiveness at creating wealth and finally control your financial destiny!

Download or read book 30 Days to Sales Success written by Meridith Elliott Powell, MBA, CSP and published by Sound Wisdom. This book was released on 2022-03-15 with total page 136 pages. Available in PDF, EPUB and Kindle. Book excerpt: In only one month, you can acquire the skills, tools, and techniques that will help you turn more prospects into loyal customers, increase your sales, and derive greater enjoyment from the experience. Organized into daily lessons on critical sales strategies, 30 Days to Sales Success is your roadmap to making sales more comfortable, more fulfilling, and more rewarding. Regardless of what you are selling—a product, a service, an idea, or a new direction—you have to understand the value of your offering and share it in a way that convinces people to participate. However, much of the sales advice today centers on the salesperson, not the customer, and entails aggressive cold-calling and upselling techniques. It’s no wonder so many people dislike selling…and why so many people dislike being sold to. Luckily, there is another way—a path to customer-oriented sales, with a focus on value, service, and long-term relationships. Named “One of the Top 20 Sales Experts to Follow” by LinkedIn, Meridith Elliott Powell will equip you with critical strategies for sustainable, relationship-oriented sales success. First, you will gain a solid foundation in approaching sales—from preparing to meet your prospect for the first time, to better defining your selling style, to more effectively articulating the value you and your product or service add. Next, you will develop expertise in the sales call, perfecting your message, delivery, and listening skills. Finally, you will master the art of the follow-up, ensuring your customer’s satisfaction, earning more referrals, increasing your offerings, and continuing your discussions. By reading the lessons and completing the journaling prompts and action items each day, you will progressively improve your sales savvy so that by the end of the month, you will feel more confident in your abilities and your natural sales style, more passionate about your work, and more empowered to sell with intention and efficacy.

Download or read book Online Marketing written by Richard Gay and published by Oxford University Press. This book was released on 2007-03-15 with total page 558 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'Online Marketing' provides a balance between theory & practice by recognising the advantages & drawbacks of doing business online. Supported by contemporary mini-cases, case studies & expert opinion from leading practitioners, this text covers: the changing online environment, online planning and more.

Download or read book Employee Morale written by D. Bowles and published by Springer. This book was released on 2009-10-22 with total page 173 pages. Available in PDF, EPUB and Kindle. Book excerpt: Performance is the key outcome of high morale, and the reason why it should be taken so seriously: with research gathered from some of the world's largest employee opinion databases and best academic centres, the authors lay out the morale-performance connection.