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The Dark Side of CRM

2015-09-04 Business & Economics
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Release : 2015-09-04
Genre : Business & Economics
Kind : eBook
Book Rating : 006/5 ( reviews)

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Book Synopsis The Dark Side of CRM by : Bang Nguyen

Download or read book The Dark Side of CRM written by Bang Nguyen. This book was released on 2015-09-04. Available in PDF, EPUB and Kindle. Book excerpt: 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

2019-07-30 Business & Economics
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Release : 2019-07-30
Genre : Business & Economics
Kind : eBook
Book Rating : 728/5 ( reviews)

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Book Synopsis Augmented Customer Strategy by : Gilles N'Goala

Download or read book Augmented Customer Strategy written by Gilles N'Goala. This book was released on 2019-07-30. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Customer Relationship Management

2009 Business & Economics
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Release : 2009
Genre : Business & Economics
Kind : eBook
Book Rating : 227/5 ( reviews)

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Book Synopsis Customer Relationship Management by : Francis Buttle

Download or read book Customer Relationship Management written by Francis Buttle. This book was released on 2009. 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.

Sams Teach Yourself Microsoft Dynamics CRM 2011 in 24 Hours

2012 Business & Economics
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Release : 2012
Genre : Business & Economics
Kind : eBook
Book Rating : 379/5 ( reviews)

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Book Synopsis Sams Teach Yourself Microsoft Dynamics CRM 2011 in 24 Hours by : Anne Stanton

Download or read book Sams Teach Yourself Microsoft Dynamics CRM 2011 in 24 Hours written by Anne Stanton. This book was released on 2012. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Strategic Retail Management

2016-10-07 Business & Economics
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Release : 2016-10-07
Genre : Business & Economics
Kind : eBook
Book Rating : 830/5 ( reviews)

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Book Synopsis Strategic Retail Management by : Joachim Zentes

Download or read book Strategic Retail Management written by Joachim Zentes. This book was released on 2016-10-07. Available in PDF, EPUB and Kindle. Book excerpt: 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.

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