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Cover for 9780470423479 Cover for 9780471485902 Cover for 9780143108559 Cover for 9781119147343 Cover for 9781259589652 Cover for 9781119047605 Cover for 9781466685864 Cover for 9780534086473 Cover for 9781466682313 Cover for 9780440700319 Cover for 9780134133904 Cover for 9780415116282 Cover for 9781484200988 Cover for 9781138789821 Cover for 9781138789838 Cover for 9781848216723 Cover for 9781137335654 Cover for 9781118835807 Cover for 9780814433478 Cover for 9781305097629 Cover for 9781118822142 Cover for 9780273774952 Cover for 9781137348913 Cover for 9780133517392 Cover for 9780137140763 Cover for 9781118027233 Cover for 9781480564244 Cover for 9781118662670 Cover for 9783528057527 Cover for 9781107014961 Cover for 9781107649224 Cover for 9780071808071 Cover for 9781491580820 Cover for 9781491580981
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In today’s competitive marketplace, customer relationship management is critical to a company’s profitability and long-term success. To become more customer focused, skilled managers, IT professionals and marketing executives must understand how to build profitable relationships with each customer and to make managerial decisions every day designed to increase the value of a company by making managerial decisions that will grow the value of the customer base. The goal is to build long-term relationships with customers and generate increased customer loyalty and higher margins. In Managing Customer Relationships, Don Peppers and Martha Rogers, credited with founding the customer-relationship revolution in 1993 when they invented the term "one-to-one marketing," provide the definitive overview of what it takes to keep customers coming back for years to come. Presenting a comprehensive framework for customer relationship management, Managing Customer Relationships provides CEOs, CFOs, CIOs, CMOs, privacy officers , human resources managers, marketing executives, sales teams, distribution managers, professors, and students with a logical overview of the background, the methodology, and the particulars of managing customer relationships for competitive advantage. Here, renowned customer relationship management pioneers Peppers and Rogers incorporate many of the principles of individualized customer relationships that they are best known for, including a complete overview of the background and history of the subject, relationship theory, IDIC (Identify-Differentiate-Interact-Customize) methodology, metrics, data management, customer management, company organization, channel issues, and the store of the future. One of the first books designed to develop an understanding of the pedagogy of managing customer relationships, with an emphasis on customer strategies and building customer value, Managing Customer Relationships features: Pioneering theories and principles of individualized customer relationships An overview of relationship theory Contributions from such revolutionary leaders as Philip Kotler, Esther Dyson, Geoffrey Moore, and Seth Godin Guidelines for identifying customers and differentiating them by value and need Tips for using the tools of interactivity and customization to build learning relationships Coverage of the importance of privacy and customer feedback Advice for measuring the success of customer-based initiatives The future and evolution of retailing An appendix that examines the qualities needed in a firm’s customer relationship leaders, and that provides fundamental tools for embarking on a career in managing customer relationships or helping a company use customer value as the basis for executive decisions The techniques in Managing Customer Relationships can help any company sharpen its competitive advantage.

Hardcover:

9780470423479 | 2 edition (John Wiley & Sons Inc, January 11, 2011), cover price $89.50
9780471485902 | John Wiley & Sons Inc, April 19, 2004, cover price $94.95 | About this edition: In today’s competitive marketplace, customer relationship management is critical to a company’s profitability and long-term success.

Miscellaneous:

9780471656418 | John Wiley & Sons Inc, May 12, 2004, cover price $90.00

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Product Description: Not so long ago, being reasonably trustworthy was good enough. But soon only the extremely trustworthy will thrive.  In the age of smartphones and social networks, every action an organization takes can be exposed and critiqued in real time...read more

Paperback:

9780143108559 | Portfolio, June 21, 2016, cover price $17.00 | About this edition: Not so long ago, being reasonably trustworthy was good enough.

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Product Description: Magnetic: The Art of Attracting Business is a look at how consistently successful businesses are able to attract a steady and ever-increasing flow of customers. This innovative text examines a range of simple, powerful strategies that businesses of any size or type can use to attract new customers...read more

Hardcover:

9781119147343 | John Wiley & Sons Inc, November 2, 2015, cover price $25.00 | About this edition: Magnetic: The Art of Attracting Business is a look at how consistently successful businesses are able to attract a steady and ever-increasing flow of customers.

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Product Description: "One of the best Customer Experience books of all time" - BookAuthority Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world...read more

Hardcover:

9781119047605 | Rev exp edition (Jossey-Bass Inc Pub, June 15, 2015), cover price $28.00 | About this edition: "One of the best Customer Experience books of all time" - BookAuthority Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.

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Hardcover:

9781466685864 | Har/psc edition (Information Science Pub, July 16, 2015), cover price $200.00

Paperback:

9780534086473, titled "Public Relation Cases" | Wadsworth Pub Co, February 1, 1988, cover price $38.95 | also contains Public Relation Cases

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Product Description: In todays global economy, social media and technological advances have changed the way businesses interact with their clientele. With new forms of communication and IT practices, companies seek innovative practices for maintaining their consumer loyalty...read more

Hardcover:

9781466682313 | Igi Global, March 31, 2015, cover price $200.00 | About this edition: In todays global economy, social media and technological advances have changed the way businesses interact with their clientele.

Paperback:

9780440700319, titled "Number the Stars" | Dell Pub Co, August 1, 1990, cover price $3.99 | also contains Number the Stars | About this edition: As the German troops begin their campaign to "relocate" all the Jews of Denmark, Annemarie Johansen’s family takes in Annemarie’s best friend, Ellen Rosen, and conceals her as part of the family.

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Product Description: Make Social CRM work! 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.   Barton Goldenberg,the field’s #1 expert, offers a proven, four-step methodology for succeeding with Social CRM work in any B2B, B2C, or B2B2C organization...read more

Hardcover:

9780134133904 | Financial Times Management, March 20, 2015, cover price $49.99 | About this edition: Make Social CRM work!

Paperback:

9780415116282, titled "The Twentieth Century Performance Reader" | Routledge, February 1, 1996, cover price $37.95 | also contains The Twentieth Century Performance Reader | About this edition: The Twentieth-Century Performance Reader provides a pioneering introduction to all types of performance (dance, drama, music, theatre and live art) through the writings of forty-two practitioners, critics and theorists which together reaffirm performance as a discipline in its own terms.

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Product Description: Are you facing a challenging Salesforce.com problem--say, relating to automation, configuration, formulation, or reporting--that you can't quite crack? Or maybe you are hoping to infuse some creativity into your solution design strategy to solve problems faster or make solutions more efficient? Practical Salesforce...read more

Paperback:

9781484200988 | Apress, December 22, 2014, cover price $49.99 | About this edition: Are you facing a challenging Salesforce.

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Product Description: Customer Relationship Management Third Edition is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice. The book introduces the concept of CRM, explains its benefits, how and why it can be used, the technologies that are deployed, and how to implement it, providing you with a guide to every aspect of CRM in your business or your studies...read more

Hardcover:

9781138789821 | 3 edition (Routledge, May 4, 2015), cover price $225.00 | About this edition: Customer Relationship Management Third Edition is a much-anticipated update of a bestselling textbook, including substantial revisions to bring its coverage up to date with the very latest in CRM practice.

Paperback:

9781138789838 | 3 pap/psc edition (Routledge, April 6, 2015), cover price $79.95 | About this edition: This much-anticipated new edition of the bestseller Customer Relationship Management: Concepts and Technologies provides a comprehensive and balanced review of CRM, now completely revised to reflect recent changes in CRM practice.

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Product Description: The main objective of the book is to present state-of-the-art research results and experience reports in the area of quality monitoring for customer experience management, addressing topics which are currently important, such as service-aware future Internet architecture for Quality of Experience (QoE) management on multimedia applications...read more

Hardcover:

9781848216723 | Iste/Hermes Science Pub, June 30, 2014, cover price $129.00 | About this edition: The main objective of the book is to present state-of-the-art research results and experience reports in the area of quality monitoring for customer experience management, addressing topics which are currently important, such as service-aware future Internet architecture for Quality of Experience (QoE) management on multimedia applications.

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Product Description: Praise for Connected CRM “Many books explore the subject of CRM. In this book the ‘m’ is for Marketing and David’s seasoned perspective indeed makes it a capital ‘M.’ Taking core direct response marketing techniques and moving beyond the simple use of data and analytics, he explores how today’s marketers can leverage advances in technology to create successful customer-centric business strategies...read more

Hardcover:

9781118835807 | John Wiley & Sons Inc, March 3, 2014, cover price $35.00 | About this edition: Praise for Connected CRM “Many books explore the subject of CRM.

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Product Description: Your fun and easy introduction to Salesforce.com and its latest tools The frontrunner in the customer relationship management (CRM) market, Salesforce.com has a rapidly expanding influence over the way companies across the globe interact with their clientele...read more

Paperback:

9781118822142 | 5th edition (For Dummies, April 21, 2014), cover price $26.99 | About this edition: Your fun and easy introduction to Salesforce.

Miscellaneous:

9780470948859 | 4th edition (For Dummies, October 25, 2010), cover price $24.99
9780470948873 | 4th edition (For Dummies, October 25, 2010), cover price $24.99

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Product Description: Customer Relationship Management gives a well-balanced coverage of strategy and organisation, marketing aspects, analytical CRM, operational CRM, CRM systems and their implementation. It is the only comprehensive academic text to cover the entire scope of CRM from a marketing management angle...read more

Paperback:

9780273774952 | 2 edition (Pearson Education, December 26, 2013), cover price $117.50 | About this edition: Customer Relationship Management gives a well-balanced coverage of strategy and organisation, marketing aspects, analytical CRM, operational CRM, CRM systems and their implementation.

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Product Description: To stay competitive, firms need to build great products but they also need to lend these products to the uses and misuses of their customers and learn extensively from them. This is the first book to explore the idea that allowing customers to adapt features in online products or services to suit their needs is the key to viral growth...read more

Hardcover:

9781137348913 | Palgrave Macmillan, November 29, 2013, cover price $38.00 | About this edition: To stay competitive, firms need to build great products but they also need to lend these products to the uses and misuses of their customers and learn extensively from them.

Hardcover:

9788132113409, titled "Profitable Customer Engagement: Concept, Metrics, and Strategies" | Sage Pubns Pvt Ltd, November 22, 2013, cover price $60.00

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Product Description: New Tools and Best Practices for Driving More Sales and Profits with Salesforce.com   From Chatter to the Service Cloud, Salesforce.com now offers unprecedented opportunities to supercharge business performance. But most SFDC customers won't achieve that potential...read more

Paperback:

9780133517392 | 2 edition (Prentice Hall Ptr, November 5, 2013), cover price $44.99 | About this edition: New Tools and Best Practices for Driving More Sales and Profits with Salesforce.
9780137140763 | 1 edition (Prentice Hall Ptr, May 15, 2009), cover price $49.99 | About this edition: Drive Better Productivity and Increase Saleswith Salesforce.

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Product Description: In order to rocket your business to stellar growth and far-reaching recognition, you’re going to need plenty of fuel―nuclear fuel to thrust you beyond the pull of gravity and primary fuel to keep you moving forward. And what’s that fuel made out of? Content...read more

Hardcover:

9781118027233 | John Wiley & Sons Inc, June 21, 2011, cover price $24.95 | About this edition: If you've been let down by the undelivered promises of marketing, this book is for you.

CD/Spoken Word:

9781480564244 | Mp3 una edition (Brilliance Audio, April 15, 2014), cover price $9.99 | About this edition: In order to rocket your business to stellar growth and far-reaching recognition, you’re going to need plenty of fuel―nuclear fuel to thrust you beyond the pull of gravity and primary fuel to keep you moving forward.

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Product Description: This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology. By presenting white papers on the technology, business cases, reports sharing the major trends occurring in the CRM marketplace, interviews with experts in the CRM-field, and a special chapter dedicated to the implementation of CRM in callcenters, the reader will have the most complete file on CRM possible at his disposition...read more (view table of contents, read Amazon.com's description)

Hardcover:

9783528057527 | Springer-Verlag New York Inc, April 27, 2001, cover price $99.00 | About this edition: This HOTT Guide defines CRM from different points of view: sales, marketing, customer support and technology.

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Product Description: 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...read more

Hardcover:

9781107014961 | Cambridge Univ Pr, May 31, 2013, cover price $135.00 | About this edition: 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.

Paperback:

9781107649224 | Cambridge Univ Pr, May 31, 2013, cover price $64.99 | About this edition: 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.

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Product Description: With a Foreword by Jim Cora, former Chairman of Disneyland International"A leadership blueprint, applicable in any organization." —Captain D. Michael Abrashoff, U.S. Navy (Ret.), and author of It's Your Ship"When I first arrived at The Walt Disney Company, I was surprised to find I had to go back to school—at Disney University! There, I learned the fundamentals of guest service that consistently gave Disney a tremendous advantage in the marketplace...read more

Hardcover:

9780071808071 | McGraw-Hill, March 5, 2013, cover price $29.00 | About this edition: With a Foreword by Jim Cora, former Chairman of Disneyland International "A leadership blueprint, applicable in any organization.

CD/Spoken Word:

9781491580981 | Mp3 una edition (McGraw-Hill Education, December 2, 2014), cover price $14.99 | About this edition: With a Foreword by Jim Cora, former Chairman of Disneyland International"A leadership blueprint, applicable in any organization.
9781491580820 | Unabridged edition (McGraw-Hill Education, December 2, 2014), cover price $19.99 | About this edition: With a Foreword by Jim Cora, former Chairman of Disneyland International"A leadership blueprint, applicable in any organization.

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