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  • WARRILLOW, JOHN. AUTOMATIC CUSTOMER, THE
    AUTOMATIC CUSTOMER, THE
    WARRILLOW, JOHN
    Did you notice something different about your credit card statement lately? Rather than the typical miscellaneous charges, you're likely to see a string of small monthly fees from suppliers like Amazon.com, Netflix, and Spotify. These companies are the pioneers of the new subscription economy where consumers buy access instead of assets. From lattes to cosmetics, you can now get virtually everything you need through a subscription, with more convenience than ever before. Subscription businesses have guaranteed repeat customers who pay up front and ultimately pay more over time. That recurring revenue is huge, especially as it is increasingly more difficult for traditional businesses to be successful. Warrillow explains the importance and persistence of the new subscription economy and offers nine subscription business models that can transform any traditional business into a recurring revenue engine, including: · The Content Pay Wall Model: Companies access to highly specialized,...
  • Mudassar Ali. CRM activities in the growth and expansion of hotel industry
    CRM activities in the growth and expansion of hotel industry
    Mudassar Ali
    Today, service organizations are shifting their focus from “transactional exchange” to “relational exchange” for developing mutually satisfying relationship with customers. Extended relationships are reported to have a significant impact on transaction cost and profitability, and customer lifetime value. Serving the customers, in true sense, is the need of the hour as the customer was, is and will remain the central focus of all organizational activities. The hotel industry, especially the luxury segment hotels needs to be purely customer-centric and focus on the customer needs and duly full fill them. Customers will not blindly accept poor service quality from a luxury hotel. They expect high quality of service in return for the money, they spend in luxury hotels. This paper is an attempt to explain the dark side of Customer Relationship Management in the luxury segment of the hotel industry with the help of the ‘Gap Model’ referred to in literature which suggests that gaps in...
  • Aliyu Olayemi Abdullateef. CRM implementation in inbound Contact Center: Issues and Challenges
    CRM implementation in inbound Contact Center: Issues and Challenges
    Aliyu Olayemi Abdullateef
    Customer relationship management (CRM) is a concept that has been giving opportunity to both internal and external customers of an organization in exploring critical information. The contact center is a unit of CRM that helps in integrating valuable information through company’s telephone system, chat groups, Interactive voice response, facsimile transmission, electronic data interchange, voice over internet, web sites and e-mail touch points. All these will result in satisfying customer self services for new product purchases, assist in up-selling and cross-selling and creating customer loyalty, value and profitability. Disappointedly, despite the enormous increasing acknowledgement of CRM importance, very little literatures have focused on the impact of CRM applications on inbound contact center performance. This book argued on the need for managers to relook into their over concentrations on operational variables as a measure of efficiency. It also explains the positive impacts of...
  • Akshay Kumar Pandey. Crm,Consumer Protection and Working of Consumer Protection Act
    Crm,Consumer Protection and Working of Consumer Protection Act
    Akshay Kumar Pandey
    Consumer satisfaction is becoming the main area of attention which resulted a very new concept called “CRM” (Customer Relation Management) CRM is an interactive process that turns customer information into positive customer relationship.In the present economic and social scenario the subject of customer protection is of vital concern and important for citizen of the country.Therefore need of consumer protection was felt. The Consumer Protection Act 1986 was passed by the government of India to provide better protection of the interests of consumer and for redressal of their grievances. The Act is a milestone in the history of socio-economic legislation in the country.LIC of India is very much concerned and bother about the consumer satisfaction and customer relation management.In this project the working of the LIC, its judicial rulings and judicial judgments in which working of LIC is reflected has been taken up and it has been studied up to the what extent LIC in concerned and...
  • Roy Barnes,Bob Kelleher. Customer Experience For Dummies
    Customer Experience For Dummies
    Roy Barnes,Bob Kelleher
    Learn to: Move past satisfaction to engagement Measure the financial return of engaged customers Map your customer touchpoints Create measurable customer change Gain, engage, and retain customers with positive experiences If you re a
  • Hanna-Reetta Hirvonen and Kingsley John Ify. Effectiveness of CRM in HAAGA-HELIA
    Effectiveness of CRM in HAAGA-HELIA
    Hanna-Reetta Hirvonen and Kingsley John Ify
    This was a project organized and supervised by HAAGA-HELIA University of Applied Sciences to enhance the international students' employment rate through work pair model (an international student and Finnish student working together), and the project was done by two students from different majors. The thesis task was to revive, create and strengthen the use of customer relationship management (CRM) in HAAGA-HELIA. The main aim of the project was to examine the effectiveness of CRM in HAAGA-HELIA through different use cases and findings from the research data. The project is commissioned by HAAGA-HELIA to evaluate the effectiveness of CRM concept in the organization. The benefit of the study was to help HAAGA-HELIA adopt a definition of what CRM means in strategic terms for their business and ensuring that this definition is used in consistent manner throughout their organization. Different CRM tools were combined, however the study concentrates on the Microsoft Dynamics CRM system.
  • Ann Handley. Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content
    Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content
    Ann Handley
    Everybody Writes is a go-to guide to attracting and retaining customers through stellar online communication, because in our content-driven world, every one of us is, in fact, a writer. If you have a web site, you are a publisher. If you are on social media, you are in marketing. And that means that we are all relying on our words to carry our marketing messages. We are all writers. Yeah, but who cares about writing anymore? In a time-challenged world dominated by short and snappy, by click-bait headlines and Twitter streams and Instagram feeds and gifs and video and Snapchat and YOLO and LOL and #tbt... does the idea of focusing on writing seem pedantic and ordinary? Actually, writing matters more now, not less. Our online words are our currency; they tell our customers who we are. Our writing can make us look smart or it can make us look stupid. It can make us seem fun, or warm, or competent, or trustworthy. But it can also make us seem humdrum or discombobulated...
  • Amirhossein Mohtasebi. Failure Elements of Implementing CRM Systems in Malaysian Enterprises
    Failure Elements of Implementing CRM Systems in Malaysian Enterprises
    Amirhossein Mohtasebi
    Every year companies invest huge amount of resources in implementing Customer Relationship Management systems in their organizations. However, only 25% of these companies consider the implementation as a success. In other words, most of these implementations fail completely or do not meet expectations. There are lots of reasons mentioned for these failures such as organizational change issues, lack of IT and business strategy alignment, and company politics. This book studies the major reasons affect CRM systems success in developing countries such as Malaysia and differences between implementation in developing and developed countries.
  • Abizer Alibhai. Influence of CRM Strategies used by Synthetic Hair Manufacturers-Kenya
    Influence of CRM Strategies used by Synthetic Hair Manufacturers-Kenya
    Abizer Alibhai
    Kenya is the economic hub to east and Central Africa and any player interested in this region, must appreciate the strategic location of Kenya in trade. The hair industry has played on the fear of looking ugly as much as on the pleasure of looking beautiful, drawing on the new science of psychology to convince women that an inferiority complex could be cured by a change of hair. Even then, ruthlessness and outright quackery lurked behind the facade. Beauty is everything to a woman no matter the cost and demand for hair solutions will keep rising as much as we can afford them. As the competitive environment becomes more turbulent, the most important issue the sellers face is no longer to provide excellent, good quality products or services, but also to keep loyal customers who will contribute long-term profit to organizations.
  • Ben Reason,Lavrans L??vlie,Melvin Brand Flu. Service Design for Business: A Practical Guide to Optimizing the Customer Experience
    Service Design for Business: A Practical Guide to Optimizing the Customer Experience
    Ben Reason,Lavrans L??vlie,Melvin Brand Flu
    TRANSFORM YOUR CUSTOMERS??? EXPERIENCE THROUGH SERVICE DESIGN "Service design has been around for 20 years and has matured from a niche design discipline to a more comprehensive and accessible way to tackle customer, business, and organizational challeng
  • John Warrillow. The Automatic Customer
    The Automatic Customer
    John Warrillow
    These days virtually anything you need can be purchased through a subscription, with more convenience than ever before. Far beyond Spotify, Netflix, and New York Times subscriptions, you can sign up for weekly or monthly supplies of everything from groceries (AmazonFresh) to cosmetics (Birchbox) to razor blades (Dollar Shave Club). According to John Warrillow, this emerging subscription economy offers huge opportunities to companies that know how to turn customers into subscribers. Automatic customers are the key to increasing cash flow, igniting growth, and boosting the value of your company. Consider Whatsapp, the internet-based messaging service that was purchased by Facebook for $19 billion. While other services bombarded users with invasive ads in order to fund a free messaging platform, Whatsapp offered a refreshingly private tool on a subscription platform, charging just $1 per year. Their business model enabled the kind of service that customers...
  • Dan Olsen. The Lean Product Playbook: How to Innovate with Minimum Viable Products and Rapid Customer Feedback
    The Lean Product Playbook: How to Innovate with Minimum Viable Products and Rapid Customer Feedback
    Dan Olsen
    The Lean Product Playbook is a practical guide to building products that customers love. Whether you work at a startup or a large, established company, we all know that building great products is hard. Most new products fail. This book helps improve your chances of building successful products through clear, step-by-step guidance and advice. The Lean Startup movement has contributed new and valuable ideas about product development and has generated lots of excitement. However, many companies have yet to successfully adopt Lean thinking. Despite their enthusiasm and familiarity with the high-level concepts, many teams run into challenges trying to adopt Lean because they feel like they lack specific guidance on what exactly they should be doing. If you are interested in Lean Startup principles and want to apply them to develop winning products, this book is for you. This book describes the Lean Product Process: a repeatable, easy-to-follow methodology for iterating your way to...
  • John Warrillow. The Automatic Customer: Creating a Subscription Business in Any Industry
    The Automatic Customer: Creating a Subscription Business in Any Industry
    John Warrillow
    In The Automatic Customer, John Warrillow provides the essential blueprint for turning your customers into subscribers. The lifeblood of your business is repeat customers. But customers can be fickle, markets shift and competitors are ruthless. So how do you ensure a steady flow of business? The secret - no matter what industry you're in - is finding and keeping automatic customers. These days virtually anything you need can come through a subscription. Far beyond Spotify and Netflix, companies in nearly any industry, from home contractors to florists, can build subscriptions into their business. Subscription is the key to increasing cash flow, igniting growth and boosting the value of your company. Whether you want to transform your entire business into a recurring revenue engine or just pick up an extra 5 per cent of sales growth, The Automatic Customer will be your secret weapon. "Read, apply and watch your bank deposits grow every month' Chris Guillebeau, bestselling author of The...
  • Alexander Osterwalder, Yves Pigneur, Gregory Bernarda, Alan Smith. Value Proposition Design: How to Create Products and Services Customers Want
    Value Proposition Design: How to Create Products and Services Customers Want
    Alexander Osterwalder, Yves Pigneur, Gregory Bernarda, Alan Smith
    The authors of the international bestseller Business Model Generation explain how to create value propositions customers can't resist. Value Proposition Design helps you tackle a core challenge of every business - creating compelling products and services customers want to buy. This practical book, paired with its online companion, will teach you the processes and tools you need to succeed. Using the same stunning visual format as the authors' global bestseller, Business Model Generation, this sequel explains how to use the "Value Proposition Canvas" a practical tool to design, test, create, and manage products and services customers actually want. Value Proposition Design is for anyone who has been frustrated by business meetings based on endless conversations, hunches and intuitions, expensive new product launches that blew up, or simply disappointed by the failure of a good idea. The book will help you understand the patterns of great value propositions, get closer...
  • Gary Burchill, Christina Hepner Brodie. Voices into Choices: Acting on the Voice of the Customer
    Voices into Choices: Acting on the Voice of the Customer
    Gary Burchill, Christina Hepner Brodie
    Voices into Choices was written and published through a collaboration between Joiner Associates Incorporated and the Center for Quality of Management (CQM). The book is an outgrowth of CQM working with its member organizations to help them become more customer focused in their decision making process. Throughout the development of Voices into Choices, we worked with these members to refine the process, by having them use and test our writing with their actual projects. We also involved numerous customers from both organizations in a review process.
  • Brian Solis. What's the Future of Business: Changing the Way Businesses Create Experiences
    What's the Future of Business: Changing the Way Businesses Create Experiences
    Brian Solis
    Rethink your business model to incorporate the power of "user" experiences. What’s the Future of Business? will galvanize a new movement that aligns the tenets of user experience with the vision of innovative leadership to improve business performance, engagement, and relationships for a new generation of consumerism. It provides an overview of real-world experiences versus "user" experiences in relation to products, services, mobile, social media, and commerce, among others. This book explains why experience is everything and how the future of business will come down to shared experiences. - Aligns the tenets of user experience with the concepts of innovative leadership to improve business performance and engagement and to motivate readers to rethink business models and customer and employee relationships; - Motivates readers to rethink business models, products and services, marketing, and customer and employee relationships with desired experiences in mind; -...
  • Джо Хойер. Война за клиента. Лояльность раз и навсегда
    Война за клиента. Лояльность раз и навсегда
    Джо Хойер
    Ваш бизнес не похож на другие? У вас уникальные трудности и проблемы? Это совершенно неважно! Советы Джо Хойера универсальны. Они применимы в любой сфере деятельности, в том числе в вашей. Если вам нужно пространное и подробное описание работы с клиентами, поищите другую книгу. Этого занудства кругом полно. Но если вам интересны именно элементарные истины, позволяющие раз и навсегда завоевать преданность клиентов, а также добрая порция иронии и вопиющего неуважения к традиционным постулатам, прочтите именно эту! Она поможет вам разработать собственную концепцию сервиса, перед которой не устоит ни один клиент.
  • Рик Делиси, Мэттью Диксон, Ник Томан. Всегда ваш клиент. Как добиться лояльности, решая проблемы клиентов за один шаг
    Всегда ваш клиент. Как добиться лояльности, решая проблемы клиентов за один шаг
    Рик Делиси, Мэттью Диксон, Ник Томан
    Цитата "Снижая усилия потребителя при решении какой-либо его проблемы, вы повышаете его лояльность к вашему бренду, что в свою очередь обязательно приведет к повышению продаж." Даниэль Балистиерри, вице-президент Global Service & Experience, MasterCard О чем книга Удержание потребителя, постоянное увеличение количества преданных клиентов - важнейшие задачи любой компании, стремящейся к успеху. Службы по повышению лояльности разрабатывают программы, которые призваны восхитить покупателя, стремятся предвидеть его потребности, угодить любому желанию. Но горькая правда заключается в том, что все это не помогает: получая более интересные с точки зрения цены предложения, клиенты уходят. Авторы этой книги провели масштабное исследование и выяснили, что же является главным условием повышения лояльности потребителя. Почему книга достойна прочтения Книга дает ответы на следующие вопросы: - Почему качественное и быстрое...
  • Филип Котлер. Десять смертных грехов маркетинга
    Десять смертных грехов маркетинга
    Филип Котлер
    Цитата "Люди могут скрывать свои чувства, приукрашивать или просто заблуждаться". Филип Котлер О чем книга О типичных ошибках маркетологов, которые могут привести компанию к полному краху. Котлер выделил 10 наиболее часто встречаемых и наиболее опасных шагов, идя на которые, нельзя ожидать ничего хорошего. Почему книга достойна прочтения Четкость и конкретика по-котлеровски: если следовать бизнес-стратегии, то до конца. Недовольный персонал склонен к саботажу. Как связаны управление персоналом и выгодная маркетинговая политика? Смысл рекламы зачастую остается неведом даже ее создателям. Почему реклама грешит посредственностью? Роль телефона в эффективном маркетинге. Обращение десяти грехов в десять заповедей эффективного маркетинга. Для кого эта книга Адресована менеджерам и владельцам компаний, специалистам в сфере маркетинга, студентам вузов, а также тем, кто планирует...
  • Нирадж Давар. Идеальный маркетинг. О чем забыли 98% маркетологов
    Идеальный маркетинг. О чем забыли 98% маркетологов
    Нирадж Давар
    "Вы не можете достойно конкурировать, уступая соперникам в свойствах продуктов, уровне и темпах их производства и обновления. Но для закрепления своего положения вам придется обеспечить превосходство и в работе с потребителями". Нирадж Давар О чем книга Перед маркетологами всех отраслей вновь и вновь встают вопросы: в чем искать конкурентные преимущества продукта? Как сохранять позиции на рынке? Дешевые клоны появляются как грибы после дождя, и потребители все чаще изменяют известным брендам с менее громкими, но более выгодными аналогами. Инвестиции в разработки новых продуктов и технические инновации все меньше и меньше дают финансовую отдачу. По мнению профессора Нираджа Давара, успех в будущем ждет клиентоориентированный бизнес. На примере различных компаний автор показывает, что самые мощные конкурентные преимущества, которые практически невозможно повторить, лежат на уровне потребителей, а не продукта. В своей книге профессор Давар...

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