Beschreibung Managing Customer Experience and Relationships: A Strategic Framework (English Edition). Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you'll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or training session. The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction. Understand the fundamental principles of the customer relationship Implement the IDIC model to improve CRM ROI Identify essential metrics for CRM evaluation and optimization Increase customer loyalty to drive profits and boost margins Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal—but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.
Managing Customer Relationships : A Strategic Framework ~ 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. "âDr. Hugh J. Watson, C. Herman and Mary Virginia Terry Chair of Business Administration, Terry College of Business, University of Georgia .
Customer Relationship Management - Concept, Strategy, and ~ This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the .
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Customer Relationship Management - Meaning, Need and Steps ~ Customer relationship management includes various strategies and techniques to maintain healthy relationship with the organizationâs existing as well as potential customers. Orgnaizations must ensure customers are satisfied with their products and services for higher customer retention. Remember one satisfied customer brings ten new customers with him where as one dissatisfied customer takes .
: Customer Relationship Management: Concepts and ~ Managing Customer Experience and Relationships: A Strategic Framework Don Peppers. 4.7 out of 5 stars 11. Hardcover. $91.76. Only 12 left in stock - order soon. Customer Relationship Management: The Foundation of Contemporary Marketing Strategy Roger J. Baran. 5.0 out of 5 stars 5. Paperback. $77.72. Only 20 left in stock - order soon. Managing Customer Relationships: A Strategic Framework Don .
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Strategic Management - Strategic Management Insight ~ Both strategic management and strategic planning terms mean the same! The difference is that the latter one is more used in the business world while the former is used in the academic environment. According to David, [1] strategic planning is sometimes confused with strategy formulation, because strategic plan is constructed in this stage.
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STRATEGY, STRATEGIC MANAGEMENT, STRATEGIC PLANNING AND ~ of the relationship between an organizationâs structure and its strategy, defined strategy as âthe determination of the basic long-term goals and objectives of an enterprise, and the adoption of courses of action and the allocation of resources for carrying out these goals.â (As we will see later, it is the allocation of re-sources that ties the civilian use of strategy to its military .
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What is CRM (customer relationship management)? ~ Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth. CRM systems .
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