The Dark Side Of Crm
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The Dark Side Of Crm
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Author : Bang Nguyen
language : en
Publisher: Routledge
Release Date : 2015-09-04
The Dark Side Of Crm written by Bang Nguyen and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-04 with Business & Economics categories.
Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm’s profitability and RoI. The management of customer relationships is core to the success and even survival of the firm. As The Dark Side of CRM explores, this is an area fraught with difficulties, duplicitous practice and undesirable behaviours. These need acknowledging, mitigating and controlling. This book is the first of its kind to define these dark sides, exploring also how firms and policy-makers might address such behaviours and manage them successfully. With contributions from many of the leading exponents globally of CRM and understanding customers, The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy.
The Dark Side Of Crm
DOWNLOAD eBooks
Author : Bang Nguyen
language : en
Publisher: Routledge
Release Date : 2015-09-04
The Dark Side Of Crm written by Bang Nguyen and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-04 with Business & Economics categories.
Customers are treated badly. Not all customers. Not always. But many are and often. Some customers are bad. They treat firms badly. Firms have to react. Employees and customers endure the consequences. Such bad behaviours, by firms and customers, have consequences for perceptions of trust and fairness, for endorsements and referrals, for repeat purchasing and loyalty, and ultimately for a firm’s profitability and RoI. The management of customer relationships is core to the success and even survival of the firm. As The Dark Side of CRM explores, this is an area fraught with difficulties, duplicitous practice and undesirable behaviours. These need acknowledging, mitigating and controlling. This book is the first of its kind to define these dark sides, exploring also how firms and policy-makers might address such behaviours and manage them successfully. With contributions from many of the leading exponents globally of CRM and understanding customers, The Dark Side of CRM is essential reading for students, researchers and practitioners interested in managing customers, relationship marketing and CRM, as well as social media and marketing strategy.
Augmented Customer Strategy
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Author : Gilles N'Goala
language : en
Publisher: John Wiley & Sons
Release Date : 2019-07-30
Augmented Customer Strategy written by Gilles N'Goala and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-07-30 with Business & Economics categories.
Digital transformation is shaping a new landscape for businesses and their customers. For marketing professionals, advancing technology (artificial intelligence, robots, chatbots, etc.) and the explosion of personal data available present great opportunities to offer customers experiences that are ever richer, more fluid and more connected. For customers, this ecosystem is synonymous with new roles. They are more autonomous and have power alongside the company: they influence, innovate, punish and more. These developments push companies to implement new customer strategies. It is in this context, marked by pitfalls and paradoxes, that the authors of this book reflect on the customer relationship, what it has become and what it will be tomorrow. The book provides practitioners, teacher-researchers and Master's students with a state of the art and a prospective vision of customer relations in a digital world. It is aimed at those who want to gain an up-to-date understanding of the field and find all the keys needed to project themselves into the future.
Strategic Customer Management
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Author : Adrian Payne
language : en
Publisher: Cambridge University Press
Release Date : 2013-03-28
Strategic Customer Management written by Adrian Payne and has been published by Cambridge University Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-28 with Business & Economics categories.
Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this is the first textbook to demonstrate how it can be done. Written by two acclaimed experts in the field, it shows how an holistic approach to managing relationships with customers and other key stakeholders leads to increased shareholder value. Taking a practical, step-by-step approach, the authors explain the principles of relationship marketing, apply them to the development of a CRM strategy and discuss key implementation issues. Its up-to-date coverage includes the latest developments in digital marketing and the use of social media. Topical examples and case studies from around the world connect theory with global practice, making this an ideal text for both students and practitioners keen to keep abreast of changes in this fast-moving field.
Customer Relationship Management
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Author : Francis Buttle
language : en
Publisher: Routledge
Release Date : 2009
Customer Relationship Management written by Francis Buttle and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Business & Economics categories.
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.
Strategic Retail Management
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Author : Joachim Zentes
language : en
Publisher: Springer
Release Date : 2016-10-07
Strategic Retail Management written by Joachim Zentes and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-10-07 with Business & Economics categories.
This book is devoted to the dynamic development of retailing. The focus is on various strategy concepts adopted by retailing companies and their implementation in practice. This is not a traditional textbook or collection of case studies; it aims to demonstrate the complex and manifold questions of retail management in the form of twenty lessons, where each lesson provides a thematic overview of key issues and illustrates them via a comprehensive case study. The examples are all internationally known retail companies, to facilitate an understanding of what is involved in strategic retail management and illustrate best practices. In the third edition, all chapters were revised and updated. Two new chapters were added to treat topics like corporate social responsibility as well as marketing communication. All case studies were replaced by new ones to reflect the most recent developments. Well-known retail companies from different countries, like Tesco, Zalando, Hugo Boss, Carrefour, Amazon, Otto Group, are now used to illustrate particular aspects of retail management.
Ethics In Marketing And Communications
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Author : M. McKinley
language : en
Publisher: Palgrave Macmillan
Release Date : 2011-12-13
Ethics In Marketing And Communications written by M. McKinley and has been published by Palgrave Macmillan this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-12-13 with Business & Economics categories.
This book takes an international perspective on the topical issues of marketing ethics and ethical communications. The contributors are professors of business in various European institutions who bring their international background and experience to this body of work.
Handbook Of Research On Engineering Innovations And Technology Management In Organizations
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Author : Gaur, Loveleen
language : en
Publisher: IGI Global
Release Date : 2020-04-17
Handbook Of Research On Engineering Innovations And Technology Management In Organizations written by Gaur, Loveleen and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-04-17 with Technology & Engineering categories.
As technology weaves itself more tightly into everyday life, socio-economic development has become intricately tied to these ever-evolving innovations. Technology management is now an integral element of sound business practices, and this revolution has opened up many opportunities for global communication. However, such swift change warrants greater research that can foresee and possibly prevent future complications within and between organizations. The Handbook of Research on Engineering Innovations and Technology Management in Organizations is a collection of innovative research that explores global concerns in the applications of technology to business and the explosive growth that resulted. Highlighting a wide range of topics such as cyber security, legal practice, and artificial intelligence, this book is ideally designed for engineers, manufacturers, technology managers, technology developers, IT specialists, productivity consultants, executives, lawyers, programmers, managers, policymakers, academicians, researchers, and students.
Doing Archaeology
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Author : Thomas F King
language : en
Publisher: Routledge
Release Date : 2016-06-16
Doing Archaeology written by Thomas F King and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-06-16 with Political Science categories.
What is archaeology, and why should we do it? Tom King, arguably the best-known heritage management consultant in the United States, answers the basic question of every introductory student from the unique perspective of one who actively uses archaeology for cultural resource management. Designed as a supplement for introduction to archaeology classes, this brief and breezy book runs the reader through the major principles of archaeology, using examples from the author’s own field work and that of others. King shows how contemporary archaeology, as part of the larger cultural resource management endeavor, acts to help preserve and protect prehistoric and historic sites in the United States and elsewhere. Brief biographies of other CRM archaeologists help students envision career paths they might emulate. The bookends with an exploration of some of the thorny problems facing the contemporary archaeologist to help foster class discussion. An ideal ice-breaker for introductory college classes in archaeology, one that will get students engaged in the subject and thinking about its challenges.
Sams Teach Yourself Microsoft Dynamics Crm 2011 In 24 Hours
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Author : Anne Stanton
language : en
Publisher: Sams Publishing
Release Date : 2012
Sams Teach Yourself Microsoft Dynamics Crm 2011 In 24 Hours written by Anne Stanton and has been published by Sams Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Business & Economics categories.
This title explains how the core Dynamics CRM 2011 fits in today's organizations and explains everything users and managers need to make the most of it.