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.

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

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

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

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

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

Drive Better Productivity and Increase Saleswith Salesforce.com–Starting Now   Discover Real-World Best Practices—Without Paying Expensive Consultants   You’re investing in Salesforce.com for one reason: to drive major performance improvements across your entire organization. Salesforce.com® Secrets of Success will help you do just that. Drawing on his experience with dozens of deployments, author David Taber offers expert guidance on every aspect of Salesforce.com deployment, with results-focused best practices for every area of the organization touched by Salesforce.com, including sales, marketing, customer service, finance, legal, and IT. This is information you’d otherwise have to pay a consultant $300/hour to get...information you won’t find in any other book! Taber walks you through developing a comprehensive and effective implementation strategy, followed by tactics and specifics to overcome every challenge you face, including internal politics. Through this book and its companion Web site, www.SFDC-secrets.com, Taber provides questionnaires, step-by-step guides, and extensive resources–all part of the Revenue Overdrive™ system that gives your organization maximum results from Salesforce.com. Achieve higher end-customer satisfaction and dramatic sales productivity gains Use the SFA Maturity Model™ to assess readiness, fill gaps, and gain early, deep user adoption Overcome “people, product, and process” pitfalls that can limit the value of Salesforce.com Learn which tools, add-ons, features, and extensions are right for your implementation This book’s start-to-finish roadmap for success can be used by companies of all sizes in all industries–with specific chapters for executives, team leaders, implementation team members, developers, and users throughout the business.

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

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)

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

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