Customer Relationship Management

Customer Relationship Management

Customer relationships management: A strategic approach supplies easy-to-apply sloutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective and how to create ...

Author: Lakshman Jha

Publisher: Global India Publications

ISBN: 8190721127

Category: Business & Economics

Page: 264

View: 128

A managers, whether brand-new to their postions or well established in the corporate hirearchy, can use a little brushing-up now and then. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one today's hottest topics. Customer relationships management: A strategic approach supplies easy-to-apply sloutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective and how to create and manage both short-and long -term relationships.This book acquaints student focuses on the strategic side of customer relationship management.The text provides students with and understanding of customer relationship management and its applications in the business fields of marketing and sales.
Categories: Business & Economics

Customer Relationship Management

Customer Relationship Management

Embraces both the theoretical background and the practical implementation of CRM strategy.

Author: Francis Buttle

Publisher: Routledge

ISBN: 9781856175227

Category: Business & Economics

Page: 500

View: 120

Embraces both the theoretical background and the practical implementation of CRM strategy. Also comprises of elements of marketing, accounting, human resources, information technology and strategic management to ensure that it provides a comprehensive and fully developed introductory text.
Categories: Business & Economics

Customer Relationship Management in the Financial Industry

Customer Relationship Management in the Financial Industry

In this book, Prof. Rajola analyses different aspects of CRM systems taking both an organizational and a technological perspective.

Author: Federico Rajola

Publisher: Springer Science & Business Media

ISBN: 9783642355547

Category: Business & Economics

Page: 181

View: 560

An integrated view of IT and business processes through extended IT governance allows financial institutions to innovate operations which improve business and organizational performance. However, financial institutions still face challenges with CRM systems in delivering expected results due to lack of complete business integration. Increased exchange of knowledge between customers and the amount of such data available is steadily becoming a challenge for companies, especially in extending internal systems to global information systems with the purpose to collect and update data on a global scale. In this book, Prof. Rajola analyses different aspects of CRM systems taking both an organizational and a technological perspective. He adopts a theoretical framework to unpack issues associated with the need for companies to integrate operations and business processes. The emphasis is then drawn to development of effective CRM (and CRM 2.0) initiatives by making use of illustrative case studies of successful CRM systems implementation in the financial industry. The framework adopted in this book can be used by both scholars and managers to evaluate the interdependencies between operations, business processes, and CRM systems. .
Categories: Business & Economics

Customer Relationship Management

Customer Relationship Management

CUSTOMER RELATIONSHIP MANAGEMENTOPERATIONAL CRMANALYTICAL CRMCOLLABORATIVE CRMRELATIONSHIP MANAGEMENTTHE CRM MODELSELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM)CRM IMPLEMENTATIONAPPLICATIONS OF CRM IN HEALTH SECTORFINANCIAL SYSTEM ...

Author: R. Shanthi

Publisher: MJP Publisher

ISBN:

Category: Business & Economics

Page: 268

View: 524

CUSTOMER RELATIONSHIP MANAGEMENTOPERATIONAL CRMANALYTICAL CRMCOLLABORATIVE CRMRELATIONSHIP MANAGEMENTTHE CRM MODELSELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT (E-CRM)CRM IMPLEMENTATIONAPPLICATIONS OF CRM IN HEALTH SECTORFINANCIAL SYSTEM OVERVIEWAPPLICATIONS OF CRM IN THE MANUFACTURING SECTORAPPLICATION OF CRM IN RETAIL SECTORAPPLICATION OF CRM INTELECOM SECTORFUTURE OF CRMConclusionReferenceIndex
Categories: Business & Economics

Customer Relationship Management

Customer Relationship Management

With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the front-end organizations that directly touch the customer.

Author: Srivastava Mallika

Publisher: Vikas Publishing House

ISBN: 9789325974111

Category: Business & Economics

Page:

View: 828

With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the front-end organizations that directly touch the customer. The book further discusses dynamics in CRM in services, business market, human resource and rural market. It also discusses the technology aspects of CRM like data mining, technological tools and most importantly social CRM.The book can serve as a guide for deploying CRM in an organization stating the critical success factors.KEY FEATURES• Basic concepts of CRM and environmental changes that lead to CRM adoption• Technological advancements that have served as catalyst for managing relationships• Customer strategy as a necessary and important element for managing every successful organization• CRM is not about developing a friendly relationship with the customers but involves developing strategies for retention, and using them for achieving very high levels of customer satisfaction• The concept of customer loyalty management as an important business strategy• The role of CRM in business market• The importance of people factor for the organization from the customer's perspective• Central role of customer related databases to successfully deliver CRM objectives• Data, people, infrastructure, and budget are the four main areas that support the desired CRM strategy
Categories: Business & Economics

Customer Relationship Management

Customer Relationship Management

This book offers a solid theoretical and practical perspective on how to face CRM projects, describing the most appropriate technologies and organizational issues that have to be considered. Some explaining cases have been included as well.

Author: Federico Rajola

Publisher: Springer Science & Business Media

ISBN: 9783540247180

Category: Business & Economics

Page: 172

View: 110

Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management initiatives should be ensured in order to have effective and successful systems. This book offers a solid theoretical and practical perspective on how to face CRM projects, describing the most appropriate technologies and organizational issues that have to be considered. Some explaining cases have been included as well.
Categories: Business & Economics

Customer Relationship Management

Customer Relationship Management

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).

Author: Gerhard Raab

Publisher: CRC Press

ISBN: 9781317155447

Category: Business & Economics

Page: 216

View: 163

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.
Categories: Business & Economics

Customer Relationship Management

Customer Relationship Management

This book provides a perceptive on CRM that we believe has been lacking for some time i.e. how to use CRM and its implementation on ITES/BPO.This book gives an overview CRM its implementation on BPO/ITES and certainly helps the aspiring ...

Author: Subhasish Das

Publisher: Excel Books India

ISBN: 8174465316

Category: Contracting out

Page: 129

View: 945

This book provides a perceptive on CRM that we believe has been lacking for some time i.e. how to use CRM and its implementation on ITES/BPO.This book gives an overview CRM its implementation on BPO/ITES and certainly helps the aspiring people who want to join the growing industry of ITES.It is not a theoretical treatise on CRM, nor is it an untested vision of futurists. Every chapter is based on the author's real world observation and experiences with companies. This book is eminently practical for ITES/BPO, ITES training centers.
Categories: Contracting out

Customer Relationship Management

Customer Relationship Management

Papers presented at an international conference.

Author: Atul Parvatiyar

Publisher: Tata McGraw-Hill Education

ISBN: 0070435049

Category: Customer relations

Page: 544

View: 825

Papers presented at an international conference.
Categories: Customer relations

Customer Relationship Management

Customer Relationship Management

This book covers the basic introduction about the CRM and the how it relates to relationship Marketing .It provides readers with strategies for engaging with customers and expert guidance on how your organization can adopt the newest CRM ...

Author: Dr.B.KAVITHA

Publisher: OrangeBooks Publication

ISBN:

Category: Business & Economics

Page: 116

View: 545

This book covers the basic introduction about the CRM and the how it relates to relationship Marketing .It provides readers with strategies for engaging with customers and expert guidance on how your organization can adopt the newest CRM trends and innovations. This book introduces its audience to marketing concepts such as optimum resource allocation and explains the relationship between database CRM and maximizing overall profitability. It gives a comprehensive look at how the different elements in a good CRM program can be used to forecast profitability among new clients. It is also cover the new concept of eCRM also.
Categories: Business & Economics

Customer Relationship Management

Customer Relationship Management

It includes overviews and key learning points preceding each case study, and a summary chapter to draw out the most salient lessons from CRM best practices. For practitioner or academic alike, this is essential reading.

Author: Simon Knox

Publisher: Routledge

ISBN: 9781136412493

Category: Business & Economics

Page: 302

View: 365

Customer Relationship Management presents a ground-breaking strategic framework for successful CRM policy. Built around Professor Payne's five key processes, the book demonstrates a systematic management progression that will guarantee the maximum impact and efficiency of a CRM programme. The book backs up these five processes - strategy development, value creation, channel and media integration, information management and performance assessment - with 16 best practice case studies which set the universal theory in a specific practical context. These feature a range of companies, including Orange, Brittania, Homebase, Canada Life, Sun Microsystems, Natwest, Sears, Roebuck & Co., Nortel Networks and Siemens. The book concludes with interviews from four thought leaders, offering a 'futures' vision forum for CRM. Customer Relationship Management is a vital instrument for anyone who needs to know how to develop and measure effective CRM within an organization. It includes overviews and key learning points preceding each case study, and a summary chapter to draw out the most salient lessons from CRM best practices. For practitioner or academic alike, this is essential reading.
Categories: Business & Economics

Customer Relationship Management

Customer Relationship Management

An ETHS graduate of 1962 provides a blueprint for customer relationship management in business and technical organizations.

Author: Judith W. Kincaid

Publisher: Prentice Hall Professional

ISBN: 013035211X

Category: Business & Economics

Page: 480

View: 521

An ETHS graduate of 1962 provides a blueprint for customer relationship management in business and technical organizations.
Categories: Business & Economics

Customer Relationship Management

Customer Relationship Management

Table of Contents 1 Introduction 1 Pt. I Strategy and organisation of CRM 19 2 Customer-supplier relationships 21 3 CRM as an integral business strategy 47 4 The relationship-oriented organisation 65 Pt. II CRM marketing aspects 89 5 ...

Author: Ed Peelen

Publisher: Pearson Education

ISBN: 027368177X

Category: Business & Economics

Page: 433

View: 849

Table of Contents 1 Introduction 1 Pt. I Strategy and organisation of CRM 19 2 Customer-supplier relationships 21 3 CRM as an integral business strategy 47 4 The relationship-oriented organisation 65 Pt. II CRM marketing aspects 89 5 Customer knowledge 91 6 Communication and multichannels 117 7 The individualised customer proposition 141 8 The relationship policy 165 Pt. III Analytical CRM 183 9 Relationship data management 185 10 Data analyses and datamining 207 11 Segmentation and selections 221 12 Retention and cross-sell analyses 237 13 The effects of marketing activities 257 14 Reporting results 273 Pt. IV Operational CRM 289 15 Call centre management 291 16 Internet and the Website 315 17 Direct mail 343 Pt. V CRM systems and their implementation 361 18 CRM systems 363 19 Implementation of CRM systems 391 20 The future 413.
Categories: Business & Economics

Customer Relationship Management

Customer Relationship Management

This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today.

Author: V. Kumar

Publisher: Springer Science & Business Media

ISBN: 9783642201097

Category: Business & Economics

Page: 379

View: 232

Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions. The goal of the book is to serve as a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM.
Categories: Business & Economics

Relationship Marketing and Customer Relationship Management

Relationship Marketing and Customer Relationship Management

With strategies both for one-to-one marketing and for mass customization, this critical handbook offers information for today’s ever-adapting business environment.

Author: Annekie Brink

Publisher: Juta and Company Ltd

ISBN: 0702177393

Category: Business & Economics

Page: 216

View: 222

Presenting a dramatic shift in the way marketing is viewed and how its value is determined, this diverse resource focuses on the retention of customers through excellent customer service. Attending to the “4 Ps” of marketing, the guidebook addresses the ways in which a marketer can make decisions with the customer’s perspective as the priority. With strategies both for one-to-one marketing and for mass customization, this critical handbook offers information for today’s ever-adapting business environment.
Categories: Business & Economics

Collaborative Customer Relationship Management

Collaborative Customer Relationship Management

This book presents a new strategic framework that has been tested successfully with various global companies.

Author: Alexander H. Kracklauer

Publisher: Springer Science & Business Media

ISBN: 9783540247104

Category: Business & Economics

Page: 276

View: 599

Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. This book presents a new strategic framework that has been tested successfully with various global companies. New management concepts such as Collaborative Forecasting and Replenishment, CRM, Category Management, and Mass Customization are integrated into one holistic approach. Experts from companies like McKinsey and Procter&Gamble, as well as authors from renowned academic institutions, offer valuable insights on how to redesign organizations for the future.
Categories: Business & Economics

Customer Relationship Management

Customer Relationship Management

This book also intends to cater to the corporate professionals who are planning to invest in a Customer Relationship Management program.

Author: Dr. Pallavi (Joshi)Kapooria

Publisher: Idea Publishing

ISBN:

Category:

Page: 164

View: 345

In this era of customer sovereignty, the key to success is to be customer-centric to the core and divert optimum resources towards identifying the right customers and catering to their service needs so as to leverage the relationship with a long-term perspective. In the fierce marketplace, the prime factor that will prove to be a sustainable differentiator is customer loyalty. Marketers must connect with the customers – inform, engaging and energizing them in the process to capture the customers and win over the competition. This book will give an insight into such aspects of CRM and help an organization to develop an apt strategy and build an infrastructure that absolutely must be in place before they can begin to understand the customers and start delivering effective loyalty programs. It emphasizes on the fact that the loyalty is built on trust which results from the total experience that a customer has with your organization throughout the customer lifecycle. This book will primarily cater to the management students who are aspiring managers keen to explore the world of endless opportunities of Marketing & Brand Management. It will provide them with an insight into the core concepts of CRM and equip them to successfully mark their corporate debut. This book also intends to cater to the corporate professionals who are planning to invest in a Customer Relationship Management program. I hope that we will be able to build a relationship through my investment in writing this book and your investment in reading it. Since a relationship is two-way, I hope that we can benefit from each other’s experiences. I would be glad to hear from you, please do share your experience and feedback at [email protected]
Categories:

The CRM Handbook

The CRM Handbook

Praise for The CRM Handbook "Want to avoid being one of the estimated 70 percent of companies who have tried implementing standalone CRM systems and failed?

Author: Jill Dyché

Publisher: Addison-Wesley Professional

ISBN: 0201730626

Category: Business & Economics

Page: 307

View: 785

CRM is an integrated information system that is used to plan, schedule and control the pre-sales and post-sales activities in an organization. This text is a manager's guide to making the most of CRM techniques for enhancing customer service, sales force effectiveness and marketing strategy.
Categories: Business & Economics

Customer Relationship Management

Customer Relationship Management

This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy.

Author: Roger J. Baran

Publisher: Taylor & Francis

ISBN: 9781317419334

Category: Business & Economics

Page: 450

View: 237

This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management.
Categories: Business & Economics

Customer Relationship Management

Customer Relationship Management

This book is an attempt to present this 'human' side of CRM. The authors' belief is that, in the long-term, CRM can be successful only due to its 'human' face.The book is arranged in three Parts.

Author: Chaturvedi

Publisher: Excel Books India

ISBN: 8174464565

Category: Call centers

Page: 208

View: 962

CRM was born in the 1990s in the West. In the initial phases, the over enthusiastic businesses invested almost US$ 400 billion. But, the very same businesses were disheartened very soon primarily because there were no returns visible. And, there were no quick results mainly because 80 per cent of the investments were made in technology. 'CRM' meant 'technology' to them then; 'CRM' means 'technology' to them even today.However, no business need bother so long as it is ready to go by the 'human' aspect of CRM, and take technology only as a facilitator. This book is an attempt to present this 'human' side of CRM. The authors' belief is that, in the long-term, CRM can be successful only due to its 'human' face.The book is arranged in three Parts. Part I, Customer Relationship Management, contains the academic inputs titled as Customer is King, Customer Managed Relationships MINI-Marketing, Types of CRM, Building Blocks of CRM & CRM Strategies, Customer Relationship Management by Indian Firms, Customer Retention Strategies, HRM in CRM, and Implementing a Technology-based CRM Solution. Part II, Call Centre Management, covers the areas concerning the working of a call centre titled as The Call Centre, Call Centre Functionality, Team Building, Customer Relationship Management, Web-based Customer Support, and Contact Centre Glossary. Part III, Cases, gives a first-hand idea of the working of CRM in the more peculiar contexts, like public sector undertakings through five well documented cases.
Categories: Call centers