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 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 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 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 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 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 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 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 42 Rules of Product Management 2nd Edition written by Brian Lawley and published by Happy About. This book was released on 2012 with total page 126 pages. Available in PDF, EPUB and Kindle. Book excerpt: 42 Rules of Product Management is a collection of product management wisdom from forty experts from around the world. The goal of this book is to expose you to the wisdom and knowledge from a group of the world's leading product management experts. Among the contributors, there are leading authors, professors, CEOs and vice presidents, bloggers, consultants, trainers, and even a few salespeople and engineers. In total, there are over five centuries of collected wisdom represented here. The contributors each share one rule they think is critical to succeed in product management based on their hands-on product management and product marketing experience with companies such as Apple, eBay, Intuit, SAP, and Yahoo!

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 Be Our Guest written by Disney Institute and published by . This book was released on 2003-06 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.

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 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 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 Customers for Life written by Carl Sewell and published by Crown Currency. This book was released on 2009-07-01 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world. Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including: • Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge. • No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them? • Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve.