Business : Customer Service

“This is a milestone book in marketing. Most companies claim they are focused on customers, but even those who are, probably do not take a scientific approach to customer management. Professor V. Kumar is the acknowledged expert on the science of customer management. This important book raises all the key questions in managing customers, provides the analytical tools for optimization, and illustrates these tools with a number of company examples.”. –Philip Kotler , S. C. Johnson Distinguished Professor of International Marketing, Kellogg School of Management, Northwestern University.  . “Delivering lasting client value is at the heart of profitable businesses today. Managing Customers for Profit provides a compelling, empirically-tested approach to significantly enhance traditional customer relationship management initiatives. I highly recommend this book to all those interested in cultivating lasting profitable growth relationships with current and future clients.”. –Tim Bohling , Vice President, Market Intelligence, IBM Americas.  . “Executives are too often guided by backward-looking, short-term metrics. This book shows how a focus on Customer Lifetime Value (CLV) can change management toward long-term results by providing a fresh perspective on customer targeting, retention, and loyalty. Highly recommended–it shows you the way toward strategic customer thinking.”. –Dave Aaker , Vice-Chairman, Prophet, Author of Brand Portfolio Strategy.  . This book shows you how.  . Leading marketing expert V. Kumar shows how to use Customer Lifetime Value (CLV) to target customers with higher profit potential…manage and reward existing customers based on their profitability…and invest in high-profit customers to prevent attrition and ensure future profitability. Kumar introduces customer-centric approaches to allocating marketing resources for maximum effectiveness…pitching the more...

Price: $27.99

Highlighting the benefits of applying CRM in a service environment, this volume explains how to integrate CRM technology and infrastructure within a service environment and shows how to calculate the costs and measure the results of an integrated CRM service strategy. more...

Price: $79.95

This interface is being recognized by business organizations as a key priority for management, and both practitioners and academics alike have placed a greater emphasis on the need to view the supply chain as a whole as the vehicle by which competitive advantage is achieved. As well as drawing upon current research and the experience of firms worldwide, Marketing Logistics uses numerous 'mini-cases' and vignettes to illustrate the key messages in each chapter and bring the theory to life. This book is an invaluable resource for managers who seek to understand more about the way in which the supply chain should be managed to improve their organization's competitive position, as well as students undertaking degree-level courses in marketing, logistics and supply chain management. more...

Price: $41.95

This is a third edition of Meeting Customer Needs, a diploma level book in the Chartered Management of Institute series. This particular title meets the specific requirements of those taking the Unit DM45 entitled Customer Focus, Marketing and Planning. A new website available for use with the text to provide revision notes and lecturers' notes. This book is ideal for managers seeking to establish or improve customer service and customer focus standards. It includes action plans, sample communications and checklists for managers to adapt for their own purposes. Real examples and new case studies are used throughout to illustrate points in a practical context. more...

Price: $41.95

Using Microsoft Dynamics CRM, companies can empower employees to increase sales, improve service, enhance customer satisfaction and retention, and drive greater value from every customer relationship. Microsoft Dynamics CRM 4.0 Unleashed presents start-to-finish guidance for planning, customizing, deploying, integrating, and managing Dynamics CRM in your unique business and technical environment. Authored by two leading Microsoft Dynamics implementers, this book systematically explains how the system works, why it works that way, and how you can leverage it to fullest advantage.  . Drawing on their unsurpassed experience with Microsoft Dynamics, the authors present clear examples, proven best practices, and pitfalls to avoid in using every significant Dynamics CRM capability. This book’s far-reaching coverage ranges from Dynamics CRM’s sales, marketing, and customer service features to its automated workflows; from Outlook and Office integration to reporting and security. Along the way, the authors offer independent insight into Dynamics CRM’s most powerful new features, from its improved interface to its new mail merge and data migration tools.  . Microsoft Dynamics CRM 4.0 Unleashed is for every IT professional who intends to work with Dynamics CRM, regardless of their experience with Dynamics or other CRM solutions. The authors thoroughly introduce all the basic concepts and techniques you’ll need, while also providing example-rich, realistic coverage of advanced Dynamics customization, extensibility, and integration: information that is available nowhere else.   DETAILED INFORMATION ON HOW TO….  . ·        Set up, configure, and maintain all facets of Microsoft Dynamics CRM in any organization or industry. ·        Thoroughly understand both the on-premise and hosted versions of Dynamics CRM. ·      more...

Price: $47.99