The Definitive Guide to Social Crm

Maximizing Customer Relationships with Social Media to Gain Market Insights, Customers, and Profits

Author: Barton Goldenberg

Publisher: Pearson Education

ISBN: 0134133900

Category: Business & Economics

Page: 254

View: 6889


This book presents the first proven framework and step-by-step methodology for driving maximum value from Social CRM throughout sales, marketing, customer service, and beyond


The Foundation of Contemporary Marketing Strategy

Author: Roger J. Baran,Robert J. Galka

Publisher: Routledge

ISBN: 1136262466

Category: Business & Economics

Page: 404

View: 1084


This book introduces students to CRM (customer relationship management), a strategic methodology that’s being embraced in increasing numbers by organizations looking to gain a competitive advantage. With in-depth coverage of business and consumer markets in various vertical markets, the impact of new technology and more, it helps readers understand how an enhanced customer relationship environment can differentiate an organization in a highly competitive marketplace. Featuring the latest developments in the discipline, a cohesive approach, and pedagogical materials (including chapter exercises that connect theory with action), it is the one-stop-source for a comprehensive CRM course.

Data Mining Techniques in CRM

Inside Customer Segmentation

Author: Konstantinos K. Tsiptsis,Antonios Chorianopoulos

Publisher: John Wiley & Sons

ISBN: 1119965454

Category: Computers

Page: 372

View: 4942


This is an applied handbook for the application of data mining techniques in the CRM framework. It combines a technical and a business perspective to cover the needs of business users who are looking for a practical guide on data mining. It focuses on Customer Segmentation and presents guidelines for the development of actionable segmentation schemes. By using non-technical language it guides readers through all the phases of the data mining process.

How Breakthroughs Happen

The Surprising Truth about how Companies Innovate

Author: Andrew Hargadon

Publisher: Harvard Business Press

ISBN: 9781578519040

Category: Business & Economics

Page: 254

View: 6825


Dispelling the myth that innovation is invention & revolution, this text argues that innovators past & present have employed a strategy of technology brokering to source, develop & exploit new ideas. It provides a clear set of recommendations for managing the innovation process in organizations.

Customer-Centric Marketing

Build Relationships, Create Advocates, and Influence Your Customers

Author: Aldo Cundari

Publisher: John Wiley & Sons

ISBN: 1119092892

Category: Business & Economics

Page: 176

View: 1779


"Customer-Centric Marketing examines the complex forces influencing the rise of the empowered and demanding customers, and outlines how marketers can use these forces to connect with them. It breaks down how the new purchasing journey has created a whole new set of customer touchpoints with unique needs, and identifies key activity areas such as customer experience, innovation as part of organizational culture, content development, social media, and operating strategy. The book's actionable framework is a plan to show how marketers can pull all the seemingly independent elements together into customer centric business model that is ideally positioned to take on the dynamic requirements of today's marketing environment. Insights include: How to define the new customer-purchasing journey and how to build an organization to benefit from it How to identify the new consumer and how to influence them Strategic rules that CMOs can use to model their organizations and position themselves to win in this new environment How to engage, nurture and utilize the new brand "Advocates" to spread your message "--

CRM in Real Time

Empowering Customer Relationships

Author: Barton J. Goldenberg

Publisher: Information Today, Inc.

ISBN: 9780910965804

Category: Business & Economics

Page: 368

View: 5101


This comprehensive guide to Customer Relationship Management (CRM) draws on Barton Goldenbergs 20 plus years of experience guiding firms to a successful implementation of CRM solutions and techniques. Goldenberg demonstrates how the right mix of people, process, and technology can help firms achieve a superior level of customer satisfaction, loyalty, and new business. Beginning with a primer for executives who need to get quickly up-to-speed on CRM, the book covers a full range of critical issues including integration challenges and security concerns, and illuminates CRMs key role in the 24/7/365 real-time business revolution. CRM in Real Time is an essential guide for any organization seeking to maximize customer relationships, coordinate customer-facing functions, and leverage the power of the Internet as business goes real time.

Roi from Crm

It's about Sales Process, Not Just Technology

Author: Brian K. Gardner

Publisher: N.A

ISBN: 9780990673842


Page: 142

View: 3932


In this book, author Brian Gardner taps his decades of industrial sales experience to provide simple yet effective strategies for getting the most from customer relationship management. Learn how to approach CRM as a system for sharing and leveraging data throughout your business and to gain a competitive edge in the market with a revamped sales process and engaged team. With this book, you'll learn: Common reasons that CRM fails - and how you can avoid them Why CRM should be viewed as a revenue generator, not a cost Why limiting CRM to outside sales will cause you to miss out on half its value How to identify and fill gaps in your business using Gardner's results-driven Sales Process Review and CRM Roadmap Matrix How to break old habits and get your team on board with CRM The most critical time in the pursuit of sales is between the opportunity and quote stages - between the front and back ends of the sales cycle. Whether you already have CRM or are just starting on the journey, this book will give you the tools to successfully navigate the sales process from lead to close with CRM.

Global Macrotrends and Their Impact on Supply Chain Management

Strategies for Gaining Competitive Advantage

Author: Chad Wheeler Autry,Thomas J. Goldsby,John Edward Bell

Publisher: Pearson Education

ISBN: 0132944189

Category: Business & Economics

Page: 295

View: 705


Global supply chain decision-makers and practitioners are about to face brutally tough new challenges. They will be called upon to manage supply and demand in a world marked by demographic and economic shifts that will turn their supply and demand markets upside down. They will have to secure crucial supplies in an era when resources are severely constrained. Now, three pioneering supply chain leaders fully illuminate these game-changing challenges, offering a complete decision framework and practical tools, insights, and guidance for systematically mitigating new risks and building long-term supply chain-based competitive advantage. Authors Chad W. Autry, Thomas J. Goldsby, and John E. Bell walk you through assessing the impacts of population growth, migration, urbanization; socioeconomic change, global connectivity, environmental issues, and geopolitics. They review new challenges associated with increased global demand, growing scarcity, transportation congestion, aging infrastructure, and emerging supply-demand imbalances.

CRM Automation

Author: Barton J. Goldenberg

Publisher: Prentice Hall Professional

ISBN: 9780130088512

Category: Business & Economics

Page: 294

View: 6443


In CRM Automation, one of the world's leading CRM experts delivers hands-on guidance for every phase of your CRM initiative: goal-setting, process review, vendor selection, implementation, rollout, support, and administration. Drawing on 18 years of experience with more than 300 enterprise deployments, Barton Goldenberg offers a start-to-finish implementation blueprint covering every customer-focused business function: marketing, sales, customer service, field support, and beyond.

Become Your Own Boss in 12 Months

A Month-by-Month Guide to a Business that Works

Author: Melinda F Emerson

Publisher: Simon and Schuster

ISBN: 1440584362

Category: Business & Economics

Page: 288

View: 4911


"Become Your Own Boss is a must-read if you're thinking of launching a business of your own." --Jean Chatzky, bestselling author of Money 911 and Financial Editor, NBC Today Create a successful business this year! Written by America's #1 Small Business Expert, this essential handbook shows you how to launch your own business in just twelve months. Using her years of experience in business development, Melinda Emerson guides you through the process with step-by-step instructions for developing an effective marketing plan, setting a budget, and maintaining your business once it's up and running. She also offers brand-new strategies for obtaining financing through means like crowdsourcing as well as social media techniques that help build your business--all of which has been updated for today's market. With Emerson's expert business advice, you will finally follow your dreams and become your own boss!

Code Halos

How the Digital Lives of People, Things, and Organizations are Changing the Rules of Business

Author: Malcolm Frank,Paul Roehrig,Ben Pring

Publisher: John Wiley & Sons

ISBN: 111889166X

Category: Business & Economics

Page: 256

View: 6381


Harness "Code Halos" to gain competitive advantage in the digital era Amazon beating Borders, Netflix beating Blockbuster, Apple beating Kodak, and the rise of companies like Google, LinkedIn, and Pandora are not isolated or random events. Today's outliers in revenue growth and value creation are winning with a new set of rules. They are dominating by managing the information that surrounds people, organizations, processes, and products—what authors Malcolm Frank, Paul Roehrig, and Ben Pring call Code Halos. This is far beyond “Big Data” and analytics. Code Halos spark new commercial models that can dramatically flip market dominance from industry stalwarts to challengers. In this new book, the authors show leaders how digital innovators and traditional companies can build Code Halo solutions to drive success. The book: Examines the explosion of digital information that now surrounds us and describes the profound impact this is having on individuals, corporations, and societies; Shows how the Crossroads Model can help anticipate and navigate this market shift; Provides examples of traditional firms already harnessing the power of Code Halos including GE's "Brilliant Machines," Disney's theme park "Magic Band," and Allstate's mobile devices and analytics that transform auto insurance. With reasoned insight, new data, real-world cases, and practical guidance, Code Halos shows seasoned executives, entrepreneurs, students, line-of-business owners, and technology leaders how to master the new rules of the Code Halo economy.

Principles of Customer Relationship Management

Author: Roger Joseph Baran,Robert J. Galka,Daniel P. Strunk

Publisher: Cengage Learning

ISBN: 0324322380

Category: Business & Economics

Page: 511

View: 4072


The textbook is lively and will hold students' interest with its unusual and interesting vignettes from the gaming, hotel, banking, airline, charge-card, supermarket, retailing, and package goods industries. This book acquaints students with the various approaches and applications but does not dwell on the underlying statistics. A second approach focuses on the strategic side of customer relationship management. The text provides students with an understanding of Customer Relationship Management and its application in the business fields of marketing and sales.

Cutting-edge Marketing Analytics

Real World Cases and Data Sets for Hands on Learning

Author: Rajkumar Venkatesan,Paul Farris,Ronald T. Wilcox

Publisher: Pearson Education

ISBN: 0133552527

Category: Business & Economics

Page: 300

View: 3203


Master practical strategic marketing analysis through real-life case studies and hands-on examples. In Cutting Edge Marketing Analytics, three pioneering experts integrate all three core areas of marketing analytics: statistical analysis, experiments, and managerial intuition. They fully detail a best-practice marketing analytics methodology, augmenting it with case studies that illustrate the quantitative and data analysis tools you'll need to allocate resources, define optimal marketing mixes; perform effective analysis of customers and digital marketing campaigns, and create high-value dashboards and metrics. For each marketing problem, the authors help you: Identify the right data and analytics techniques Conduct the analysis and obtain insights from it Outline what-if scenarios and define optimal solutions Connect your insights to strategic decision-making Each chapter contains technical notes, statistical knowledge, case studies, and real data you can use to perform the analysis yourself. As you proceed, you'll gain an in-depth understanding of: The real value of marketing analytics How to integrate quantitative analysis with managerial sensibility How to apply linear regression, logistic regression, cluster analysis, and Anova models The crucial role of careful experimental design For all marketing professionals specializing in marketing analytics and/or business intelligence; and for students and faculty in all graduate-level business courses covering Marketing Analytics, Marketing Effectiveness, or Marketing Metrics

Business-to-Business Marketing

Author: Ross Brennan,Louise Canning,Raymond McDowell

Publisher: SAGE

ISBN: 152641516X

Category: Business & Economics

Page: 416

View: 4542


‘This textbook stands out from others by combining multiple approaches to B2B marketing theory with up-to-date examples from practice. The inclusion of many international examples makes it invaluable for faculty and students worldwide. It is a must read for students and a truly refreshing addition to any marketing course.’ – Catherine Sutton-Brady, Associate Professor of Marketing, The University of Sydney Business School Taking in both European and US approaches to form a balanced, global-minded text and covering both the theory and practice of global business-to-business marketing, the new Fourth Edition: Includes new coverage of digital and social media marketing in the B2B environment, to reflect online developments Is updated to reflect the effects and impact of global changes such as the legally binding deal signed at the Paris Climate Conference (Dec. 2015) Includes new ‘scenario’ boxes which provide reflective decision-based situations for students to think through, helping them prepare for future roles. The book is complimented by a companion website featuring a range of tools and resources for lecturers and students, including PowerPoint slides, tutor guide sample exam questions, SAGE journal articles, quizzes, web links and selected author videos to make the examples in each chapter come to life. Suitable for all students taking B2B marketing modules.

Delivering Customer Value Through Procurement and Strategic Sourcing

A Professional Guide to Creating a Sustainable Supply Network

Author: Walter L. Wallace,Yusen Xia

Publisher: Pearson Education

ISBN: 0133889823

Category: Business & Economics

Page: 352

View: 5497


"Companies of all sizes are seeking to transform their procurement and supplier relationship management processes: activities that have a tremendous upside potential for improved supply chain effectiveness and efficiency. Now, two leading consultants and researchers offer a comprehensive approach to creating customer value through strategic sourcing and procurement. Unlike texts focused primarily on day-to-day operations and tactics, Delivering Customer Value through Procurement and Strategic Sourcing focuses on helping senior executives and managers gain sustainable competitive advantage from their supply chains."--Publisher's website.

Content Rules

How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business

Author: Ann Handley,C.C. Chapman

Publisher: John Wiley & Sons

ISBN: 9780470948729

Category: Business & Economics

Page: 192

View: 4342


Information Systems for Small and Medium-sized Enterprises

State of Art of IS Research in SMEs

Author: Jan Devos,Hendrik van Landeghem,Dirk Deschoolmeester

Publisher: Springer Science & Business Media

ISBN: 3642382444

Category: Business & Economics

Page: 420

View: 5097


This book establishes and explores existing and emerging theories on Small and Medium-sized Enterprises (SMEs) and the adoption of IT/IS. It presents the latest empirical research findings in that area of IS research and explores new technologies and practices. The book is written for researchers and professionals working in the field of IS research or the research of SMEs. Moreover, the book will be a reference for researchers, professionals and students in management information systems science and related fields.

Managing Customer Relationships

A Strategic Framework

Author: Don Peppers,Martha Rogers

Publisher: John Wiley & Sons

ISBN: 0470930187

Category: Business & Economics

Page: 528

View: 5754


MANAGING CUSTOMER RELATIONSHIPS A Strategic Framework Praise for the first edition: "Peppers and Rogers do a beautiful job of integrating actionable frameworks, the thinking of other leaders in the field, and best practices from leading-edge companies. "—Dr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia "Peppers and Rogers have been the vanguard for the developing field of customer relationship management, and in this book, they bring their wealth of experience and knowledge into academic focus. This text successfully centers the development of the field and its theories and methodologies squarely within the broader context of enterprise competitive theory. It is a must-have for educators of customer relationship management and anyone who considers customer-centric marketing the cornerstone of sound corporate strategy." —Dr. Charlotte Mason, Department Head, Director, and Professor, Department of Marketing and Distribution, Terry College of Business, University of Georgia "Don and Martha have done it again! The useful concepts and rich case studies revealed in Managing Customer Relationships remove any excuse for those of us responsible for actually delivering one-to-one customer results. This is the ultimate inside scoop!" —Roy Barnes, Formerly with Marriott, now President, Blue Space Consulting "This is going to become the how-to book on developing a customer-driven enterprise. The marketplace is so much in need of this road map!" —Mike Henry, Leader for Consumer Insights at Acxiom Praise for the second edition: "Every company has customers, and that's why every company needs a reference guide like this. Peppers and Rogers are uniquely qualified to provide us with the top textbook on the subject, and the essential tool for the field they helped to create." —David Reibstein, William Stewart Woodside Professor of Marketing, The Wharton School, University of Pennsylvania

CRM at the Speed of Light, Third Edition : Essential Customer Strategies for the 21st Century

Essential Customer Strategies for the 21st Century

Author: Paul Greenberg

Publisher: McGraw-Hill Professional

ISBN: 9780072231731

Category: Computers

Page: 688

View: 4253


Updated to reflect the major changes in Customer Relationship Management (CRM) in the last few years, this third edition of CRM at the Speed of Light: Capturing and Keeping Customers in Real Time is a must-read for executives looking to leverage the latest technologies on the market to reach and retain customers. Learn CRM concepts, discover what tools are available and which ones are suitable for your business, and get practical, expert advice on avoiding common pitfalls.

Customer-centric Knowledge Management

Concepts and Applications

Author: Minwir Al-Shammari

Publisher: IGI Global

ISBN: 9781613500897

Category: Business & Economics

Page: 315

View: 6319


"This book is a comprehensive collection addressing managerial and technical aspects of customer-centric knowledge implementation, contributing to the dynamic and emerging fields of organizational knowledge management, customer relationship management, and information and communication technologies"--Provided by publisher.