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Earl Naumann, Steven H. Hoisington
Customer Centered Six Sigma: Linking Customers, Process Improvement, and Financial Results

— y.
Publisher: —
Description: Customer Centered Six Sigma provides readers with a fundamental, yet comprehensive, approach to thoroughly involving customer requirements into all aspects of your organization`s business. This book offers a very basic understanding of the Six Sigma initiative, placing heavy emphasis on the consideration and implementation of customer input throughout the process. The authors present a high-level review of basic Six Sigma tools for gathering customer requirements, conducting customer satisfaction surveys, and managing organizational processes and opportunities based upon customer input. The entire book discusses the involvement and alignment of the customer with the organization`s processes and culture. Each chapter`s points are reinforced with case-studies which emphasize key lessons learned. [detailed...]

ISBN: 0873894901
Book size: —; Page extent: —.

 

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Mary Naylor, Susan Greco
Customer Chemistry: How to Keep the Customers You Want-And Say `Good-Bye` to the Ones You Don`t

— y.
Publisher: —
Description: Proven Program for Identifying?and Focusing on?Your Best Customers It`s the classic business paradox. You know you could get more business from your best customers, yet you devote the majority of your resources to pursuing the wrong prospects and demanding, unprofitable customers. Customer Chemistry introduces an innovative approach for identifying your best customers, then presents a systematic program for focusing on them to strengthen and benefit from your relationships with them--and increase your incremental profits! Praise for Customer Chemistry: `Backed by first-hand experience and rich case studies, this book is packed with the best practices and strategies to educate start-up and CEO alike.` --Don Peppers and Martha Rogers, Ph.D., Founders, Peppers and Rogers Group, Authors of The One to One Future and One to One B2B `Simple rules--with lots of examples--that reap big results. A mind-changing book that could just save your company.` … [detailed...]

ISBN: 0658001442
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Robert E. Wayland, Paul M. Cole
Customer Connections: New Strategies for Growth

— y.
Publisher: —
Description: With this book, managers have a rigorous new approach to building firm value. The authors offer a comprehensive system for putting customer relationships at the center of the business and give managers the tools for implementing customer-based strategiesto improve profitability and growth. Fresh, practical examples illustrate how companies-including ScrubaDub car wash, Inc. magazine, and Staples office supplies-have inventively used information and knowledge management technologies to connect with theircustomers in new ways. Customer Connections reveals how these firms have managed to offer products and services that match the needs of their most valuable customers. It introduces a `value compass` that enables executives to target the four sources of customer value: right customer portfolio (choosing the customers you want), range of value proposition (selecting what you want to offer them), roles in relationship (deciding what type of relationship you want with them), and rewards… [detailed...]

ISBN: 0875847994
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Michael D. Basch
Customer Culture: How FedEx and Other Great Companies Put the Customer First Every Day

— y.
Publisher: —
Description: Many people have written about creating customer-centered organizations. Michael Basch actually did it--better than anyone else. He was the co-founder of Federal Express, and the VP of Sales, Marketing and Customer Service. He built the systems, created the processes and developed the culture that made FedEx the legend it still is today in customer management and support. CustomerCulture is about consciously building the customer-centered organization where every employee is focused on serving their customers for sustained, profitable growth over the long haul… and it is now available in paperback. The people and companies that are constantly customer-centered are the `evolutionary forces` that continue to grow and innovate in their neverending quest for finding better ways. This is the definition of`CustomerCulture.` In this book, Basch shows how any organization--from a small dental practice to a multinational organization--can transform itself for the customer, and… [detailed...]

ISBN: 0131303201
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Jill DychA©, Evan Levy
Customer Data Integration: Reaching a Single Version of the Truth (SAS Institute Inc.)

2006 y.
Publisher: —
Description: Praise for Customer Data Integration `Customers are the heart of any business. But we can`t succeed if we develop only one talk addressed to the `average customer.` Instead we must know each customer and build our individual engagements with that knowledge. If Customer Relationship Management (CRM) is going to work, it calls for skills in Customer Data Integration (CDI). This is the best book that I have seen on the subject. Jill DychA© is to be complimented for her thoroughness in interviewing executives and presenting CDI.` -Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing Kellogg School of Management, Northwestern University `In this world of killer competition, hanging on to existing customers is critical to survival. Jill DychA©`s new book makes that job a lot easier than it has been.` -Jack Trout, author, Differentiate or Die `Jill and Evan have not only written the definitive work on… [detailed...]

ISBN: 0471916978
Book size: —; Page extent: 320.

 

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Roland T. Rust, Katherine N. Lemon, Das Narayandas
Customer Equity Management with Software

2004 y.
Publisher: —
Description: - [detailed...]

ISBN: 0131535609
Book size: —; Page extent: 324.

 

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Robert C. Blattberg, Gary Getz, Jacquelyn S. Thomas
Customer Equity: Building and Managing Relationships As Valuable Assets

2001 y.
Publisher: Harvard Business School Press
Description: What`s a customer worth? The company that can answer this question precisely is the company with an edge in the customer-based, technology- and information-intensive economy of today. But how can an asset as intangible as customer value be measured? Thistimely book provides a solution: a fully developed, highly practical new marketing system for measuring and managing customer value as a financial asset-a system uniquely suited to today`s rapidly changing, increasingly digital marketplace. How has the management-or mismanagement-of customer assets played into the successes, failures, at-risk status, or Cinderella stories of GM, Amazon, AOL Time Warner, FedEx, the U. S. Armed Forces, Oprah, Bluefly.com, and Harley Davidson? Drawing on these and other examples, the authors explain the strategies and tactics that make customer equity management work. They outline customer equity`s three core strategies-customer acquisition, customer retention, and add-on selling-and the balance… [detailed...]

ISBN: 0-87584-764-1
Book size: —; Page extent: 228.

 

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Bernd H. Schmitt, Bernd Schmitt
Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers

— y.
Publisher: —
Description: — [detailed...]

ISBN: 0471237744
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Kelly Tian, Bill Keep
Customer Fraud and Business Responses : Let the Marketer Beware

— y.
Publisher: —
Description: From remarkably frank and believable responses to their research questionnaire, marketers Tian and Keep provide a wide ranging catalogue of frauds that customers perpetrate on businesses--and why they do it. The researchers report that customer fraud seems to be achieving the status of socially acceptable behavior. Not only do individuals practice it themselves, they share their tactics and strategies with friends, then justify it by saying they are attempting to reestablish justice in the marketplace. The result is a richly detailed study of a growing and economically dangerous trend--and the steps that marketers can take to combat it. [detailed...]

ISBN: 1567203876
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James T. Ziegenfuss
Customer Friendly: The Organizational Architecture of Service

2007 y.
Publisher: —
Description: - [detailed...]

ISBN: 0761837531
Book size: —; Page extent: 246.

 

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Customer Lifetime Value: Reshaping the Way We Manage to Maximize Profits

2006 y.
Publisher: —
Description: Get the competitive edge by effectively managing customer lifetime value The customer lifetime value (CLV) concept is extensively changing the way today`s business is managed. A student or practitioner needs to understand CLV to best gain the competitive edge in business. Customer Lifetime Value: Reshaping the Way We Manage to Maximize Profits is a text that shows in detail how managers and researchers can best use CLV to a business`s advantage. This valuable resource explores various practical approaches to the measurement and management of customer value that focus on maximizing profitability and growth. Leading thinkers discuss how to leverage CLV in all aspects of business, including customer management, employee management, and firm valuation. Everyone needing to prepare a business for success in the future should read this book. Most books on the subject only cover separate components of CLV and are typically limited to… [detailed...]

ISBN: 0789034360
Book size: —; Page extent: 144.

 

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V Kumar
Customer Lifetime Value

2008 y.
Publisher: —
Description: Customer Lifetime Value - The Path to Profitability reviews the CLV metric in particular. Approaches to computing CLV and the concept of customer equity are discussed in detail. Specifically, this monograph provides the methods of measuring CLV, the strategies for developing customer-centric strategies, the implementation of CLV strategies in a B2B and B2C setting, and the challenges faced by an organization in implementing a CLV-based framework. The author details the importance of CLV as a metric in a marketer`s toolkit and how it is relevant to managing customers. Customer Lifetime Value - The Path to Profitability answers the following questions: · What is the value of a customer? · Can customers be evaluated based only on their past contribution to the firm? · Which metric is better in identifying the future worth of the customer? These are the questions a firm has to deal with before assessing the value of its customers. The author shows that the value of a… [detailed...]

ISBN: 1601981562
Book size: —; Page extent: 112.

 

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Sionade Robinson, Lyn Etherington
Customer Loyalty: A Guide for Time Travellers

2006 y.
Publisher: —
Description: The authors argue that the best strategic approach for a company or organization is to regard customer loyalty as a continuing response to changes in society and that this perspective is often neglected in favour of shorter term considerations. They present a new approach that builds upon social and economic research to provide practical guidelines. [detailed...]

ISBN: 1403997632
Book size: —; Page extent: 256.

 

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Jill Griffin
Customer Loyalty: How to Earn It, How to Keep It

2002 y.
Publisher: Jossey-Bass
Description: You`ve read about customer loyalty in Publishers Weekly, Los Angeles Times, Dallas Morning News, Miami Herald, Kansas City Star, Entrepreneur, Industry Week, Marketing News, Boardroom Reports, Marketing Management, Library Journal, The Selling Advantage, Ideas Magazine, Executive Briefings, Training, Hospitality Upgrade, Direct, Quality Digest, Marketing Tools, Houseware Executive, Journal of Pharmaceutical Management, Discount Merchandiser, TeleProfessional, NationsBank Business, Modern Jeweler, Furniture Today-now read the new and revised edition of the ground-breaking book that created all the buzz. `Griffin deftly examines pricing, value, customers` purchasing cycles, positioning and targeting to create repeat purchasers…. Readers will profit from the arsenal of tools Griffin provides.` Publishers Weekly `Business only has two jobs: (1) getting new customers and (2) keeping the old ones, and… [detailed...]

ISBN: 0-7879-6388-7
Book size: —; Page extent: 272.

 

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Mike Faulkner
Customer Management Excellence

— y.
Publisher: —
Description: — [detailed...]

ISBN: 0470848537
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Ken Blanchard, Jim Ballard, Fred Finch
Customer Mania!: It`s Never Too Late to Build a Customer-Focused Company

2004 y.
Publisher: —
Description: Customer service is the single most pressing problem for business managers and people in any service or sales operation, especially at the retail level. In fact, many experts believe that you build a business from the customer up. In Customer Mania! , Ken Blanchard, one of America`s biggest bestselling authors and inspiring business leaders, writes of the key to customer service -- creating a people-oriented, performance-driven, customer-first organization. Along with coauthors Jim Ballard and Fred Finch, Blanchard explains why the customer is the right starting place from which to build a successful business. By drawing on examples from the world`s largest restaurant company, Yum! -- owner of KFC, Taco Bell, Pizza Hut, Long John Silver`s, and A&,W Restaurants -- the authors explain how any company, large or small, can develop a unified, people-first, customer-oriented culture. Packed with practical insights, Customer Mania! emphasizes four critical steps: ? Set… [detailed...]

ISBN: 0743270282
Book size: —; Page extent: 208.

 

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Tim Riesterer, Diane Emo
Customer Message Management: Increasing Marketing`s Impact on Selling (American Marketing Association)

2006 y.
Publisher: —
Description: In today`s complex market, product advantage is fleeting. It is no longer what you sell, but how you sell it ? meaning it is now vital to bridge the gap between sales and marketing. CUSTOMER MESSAGE MANAGEMENT does just that, eradicating the disconnect that for years has plagued the two departments and, in the process, increasing the effectiveness of both. With its thorough, practical coverage of CMM, this comprehensive guidebook gives readers invaluable insight into how to create effective brand, marketing, and sales messaging based on customer business roles and goals. It also equips readers with the skills to deliver those messages efficiently and effectively across all selling touch-points in a way that can be personalized for each prospect and customer. More than just creating customer-ready messages for the sales force to use, CMM helps companies discern how best to create messages, stimulate conversations, and continue customer dialogues that activate purchase intent. [detailed...]

ISBN: 0324313160
Book size: —; Page extent: 192.

 

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Abaete de Azevedo, Ricardo Pomeranz
Customer Obsession: How to Acquire, Retain, and Grow Customers in the New Age of Relationship Marketing

2008 y.
Publisher: —
Description: Customer Obsession is an invaluable hands-on guide to the next generation of customer relationship marketing. Abaete de Azevedo and Ricardo Pomeranz, top leaders at the world-renowned direct marketing agency Rapp Collins, reveal how businesses of any size can develop a global strategy that embraces today`s empowered consumers and encourages the development of meaningful, profitable relationships with them. Sharing insider details from Rapp Collins`s breakthrough methodology, the authors provide the tools to implement the next level of relationship marketing, enabling you to pinpoint the unique value of every customer and specific direct marketing techniques for winning them over. You get practical steps for integrating your brand communications and identifying a strong marketing concept to create a campaign that establishes personalized connections with consumers. Then, you`ll learn how to: Implement your relationship marketing program in four phases: strategic analysis,… [detailed...]

ISBN: 0071497048
Book size: —; Page extent: 240.

 

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Svafa Gronfeldt
Customer Oriented Behaviour: The Nature, Impact and Development

— y.
Publisher: —
Description: It is believed that service delivery through full utilisation of human resources will become the major tool for competitive advances in the service industry in the coming years and the importance of customer orientation for the success of service organisations has been emphasised in the academic and applied literatures. The purpose of this thesis is to examine an explicit behavioural perspective where the focus is on the extent to which employees engage in direct behaviours specifically designed to benefit customers. This study examines empirically the nature, impact and development of employee customer oriented behaviours. The findings include a step-by-step approach to continuous improvement of service quality and the role of service training programmes, employee selection and managerial implications are discussed. [detailed...]

ISBN: 9979545372
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David C. Swaddling, Charles Phd Miller
Customer Power : How to Grow Sales and Profits in a Customer-Driven Marketplace

— y.
Publisher: —
Description: This is one of the first books on `what to do` about powerful customers, written for managers who are ready to take action on increasing the value they deliver to customers. It offers information, recommendations, and examples about using the principlesof Customer Perceived Value for marketing strategy, marketing, operations, and service delivery management decisions. The book is targeted at strategy-level managers in every industry, both business-to-business and business-to-consumer. [detailed...]

ISBN: 0970087942
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Carol Smith
Customer Relations Handbook for Builders: Volumes I &, II

— y.
Publisher: —
Description: The knowledge and experience of premier customer-service expert Carol Smith are at your fingertips whenever you open the Customer Relations Handbook for Builders. This two-volume set provides the guidance and materials you need to go beyond customer service to build the successful relationships you need to reduce complaints and warranty work and to obtain repeat and referral sales. Company philosophy, staffing, service procedures and reports, quality management, buyer expectations, product presentation, use of a homeowner manual, financing, selections, change orders, site visits, homeowner orientation, warranty service, trade contractor service, communication skills and customer feedback are only some of the topics covered in this comprehensive handbook.In addition, over 100 forms, checklists and figures drawn from both volumes of the Customer Relations Handbook are provided on diskette. Using the materials on the disk, you can begin immediately to customize and apply materials from… [detailed...]

ISBN: 0867184442
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Michael J. Cunningham
Customer Relationship Management (Express Exec)

— y.
Publisher: —
Description: ExpressExec is a unique business resource of one hundred books. These books present the best current thinking and span the entire range of contemporary business practice. Each book gives you the key concepts behind the subject and the techniques to implement the ideas effectively, together with lessons from benchmark companies and ideas from the world`s smartest thinkers. ExpressExec is organised into ten core subject areas making it easy to find the information you need: 01 Innovation 02 Enterprise 03 Strategy 04 Marketing 05 Finance 06 Operations and Technology 07 Organizations 08 Leading 09 People 10 Life and Work ExpressExec is a perfect learning solution for people who need to master the latest business thinking and practice quickly. [detailed...]

ISBN: 1841122130
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V. Kumar
Customer Relationship Management : A Databased Approach

2005 y.
Publisher: —
Description: Book DescriptionCustomer Relationship Management: A Databased Approach offers the promise of maximized profits for today`s highly competitive businesses. This innovative book provides readers with the tools and techniques to effectively use CRM. It emphasizes the utilization of database marketing in order to build strong and profitable customer relationships. Kumar first describes how to implement database marketing and then looks at recent advances in CRM applications. Critical marketing issues like optimum resource allocation, purchase sequence, and the link between acquisition, retentions, and profitability are also examined on the basis of empirical findings. [detailed...]

ISBN: 0471271330
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Gopalkrishnan R. Iyer, David Bejou
Customer Relationship Management in Electronic Markets

— y.
Publisher: —
Description: Discover an important tool in the development of new marketing strategies for satisfying online customers! Edited by two experts in the fields of business and marketing, Customer Relationship Management in Electronic Markets is designed to help you build Internet relationships that lead to customer retention and long-term loyalty. With this book, you will be able to offer customers the benefits they seek in the virtual marketplace and serve their best interests. Examining Web sites, e-mail, data mining, and other technology, this valuable tool can help you attract and keep the customers who will be the most profitable for your business. Despite many predictions that electronic marketing would create high profits for lower costs, many businesseshave been discouraged by low yields due to ineffectual methods of obtaining and maintaining customers. Customer Relationship Management in Electronic Markets provides multiple frameworks, strategies, and techniques around which to… [detailed...]

ISBN: 0789019450
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Customer Relationship Management in Electronic Markets

2004 y.
Publisher: —
Description: Book DescriptionDiscover an important tool in the development of new marketing strategies for satisfying online customers! Edited by two experts in the fields of business and marketing, Customer Relationship Management in Electronic Markets is designed to help you build Internet relationships that lead to customer retention and long-term loyalty. With this book, you will be able to offer customers the benefits they seek in the virtual marketplace and serve their best interests. Examining Web sites, e-mail, data mining, and other technology, this valuable tool can help you attract and keep the customers who will be the most profitable for your business. Despite many predictions that electronic marketing would create high profits for lower costs,many businesses have been discouraged by low yields due to ineffectual methods of obtaining and maintaining customers. Customer Relationship Management in Electronic Markets provides multiple frameworks, strategies, and techniques… [detailed...]

ISBN: 0789019442
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Stanley A. Brown
Customer Relationship Management: A Strategic Imperative in the World of E-Business

— y.
Publisher: —
Description: There is no doubt that in today`s business environment, it is becoming increasingly difficult to manage customer relationships profitably. In response, most major organizations have embraced CRM as the way of the future and have invested millions of dollars in CRM technology and processes. But the hard fact is that, inadvertently, most CRM initiatives fail, crashing upon the rocks of duplicated effort, incompatible business solutions, wasted investment, and an increasingly inconsistent customer experience. But it does not need to happen this way. CRM can indeed be a powerful strategy, but knowing what it is and what it can do is simply not enough. That`s where Performance Driven CRM comes in. It goes beyond what CRM is and what it can do foryour organization, and offers a proven approach that shows clearly and quantifiably how to accomplish your CRM vision. But it doesn`t stop there. Performance-Driven CRM: - Ensures that your CRM vision becomes reality and… [detailed...]

ISBN: 0471644099
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Jon Anton, Natalie L. Petouhoff
Customer Relationship Management: The Bottom Line to Optimizing Your ROI (NetEffect Series)

— y.
Publisher: —
Description: /*9906J-4, 0-13-099069-8, Anton, Jon, Customer Relationship Management, 2/e*/ Cutting-edge in perspective, this book presents innovative proven methods for determining whether a CRM strategy for changing the way a company provides service (by adding new technology, processes, and procedures) will realize the return on the investment projected. It emphasizes 1) that it is the cost of training both customer service personnel and customers which makes or breaks a new technology implementation, and 2) that the path for success is obtaining and using data measures from customer contact centers to create cost/benefit and return on investment calculations. Throughout, readers see through measurable data-containing examples how the theory is applied with great success by various real-life companies. Thinking Outside the CRM Box. Start with the People. The Secret to Risk Management of CRM: People. The CRM Successful People Process? (CRM SPP?): The… [detailed...]

ISBN: 0130990698
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Ec-Council
Customer Relationship Management

— y.
Publisher: —
Description: The relationship between suppliers, technology, and customers is explained in this guide to customer relationship management. Advice is provided on how to acquire and retain customers by leveraging the latest advanced technologies and how to maintain a customer service support center in an e-business environment. Customer lifecycle management and lifetime value, customer strategy, and building a business case for customer relationship management are discussed. This book will prepare managers for the EC-Council CRM exam 212-16. [detailed...]

ISBN: 9810481624
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Federico Rajola
Customer Relationship Management

— y.
Publisher: —
Description: — [detailed...]

ISBN: 3540440011
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Francis Buttle
Customer Relationship Management

2003 y.
Publisher: —
Description: Book Description Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. Because customer relationship management… [detailed...]

ISBN: 075065502X
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Roger Cartwright
Customer Relationships (Express Exec)

— y.
Publisher: —
Description: Fast-track route to understanding the relationship between organizations and the customer chain that contains both internal and external customers Covers key topics such as loyalty and customer retention. Also explores how to move beyond customer satisfaction to customer delight Case studies of Amazon.com, Kalmbach Publishing (US), Boeing (US), Saga (UK), Chowking Food Corporation (the Philippines) Includes a comprehensive resource guide, key concepts and thinkers, a 10-step action plan, and a section of FAQs [detailed...]

ISBN: 1841124524
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