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Crm At The Speed Of Light Fourth Edition

Author: Paul Greenberg
Publisher: McGraw Hill Professional
ISBN: 9780071590464
Size: 63.55 MB
Format: PDF
View: 3491
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Social CRM is critical to business success in today's hyper-connected environment. Customers' expectations are so great and their demands so empowered that a Social CRM strategy must be built around collaboration and customers engagement, not traditional operational customer management. It's the company's response to the customer's control of the conversation that makes Social CRM work. Written by CRM guru Paul Greenberg, CRM at the Speed of Light, Fourth Edition, reveals best practices for a successful Social CRM implementation. Greenberg explains how this new paradigm involves the customer in a synergetic discussion to provide mutually beneficial value in a trusted and transparent business environment. Throughout this definitive volume, you'll find examples of the new strategies for customer engagement and collaboration being used by cutting-edge companies, along with expert guidance on how your organization can and should adopt these innovations. CRM at the Speed of Light, Fourth Edition, reviews the latest technological developments in the operational side of CRM, including vertical applications, and explains the fundamentals of the multifaceted CRM framework. Find out why Paul Greenberg was named the #1 CRM influencer by InsideCRM in the completely recast edition of this international bestseller. Praise for CRM at the Speed of Light "[This book] is a testament to Greenberg's profound grasp of the control revolution that is upon us. Customers seizing control from business. Citizens demanding control and accountability from their governments. Political campaigns and charities being rewarded by shifting power to their supporters. Quite simply, it is the definitive work for anyone committed to putting the social customer at the center of their operation." -- Brian Komar, Director of Interacitve Marketing and CRM, Center for American Progress "With great insights, great stories, and great information, Paul Greenberg analyzes the impact of every major industry development on vendor/customer relationships. Not only is he on top of his game, he makes reading this edition as enjoyable as it was to read the previous three. This is an absolute must-read for anyone serious about understanding how to best serve today's social customer." -- Brent Leary, CRM industry analyst and co-author of Barack 2.0: Social Media Lessons for Small Business "This edition is packed with new insights about how online conversations are changing the nature of customer relations. Think the CRM market is crazy now? Hitch a ride on Greenberg's shoulders because you ain't seen nothing yet." -- Paul Gillin, author of The New Influencers and Secrets of Social Media Marketing." "As we make the shift to SCRM, Paul's insights provide a much needed framework on how to navigate a more connected, social, and collaborative enterprise." -- R "Ray" Wang, Partner, Enterprise Strategy, Altimeter Group, LLC "Paul Greenberg is one of the most astute minds in CRM and social media today. His book remains the bible for companies employing CRM. The added focus on blending new and social media into Paul's philosophy of CRM will keep this as the first book companies reach for to enhance the customer relationship in the new century." -- Jay Dunn, Vice President of Marketing, Lane Bryant "Paul Greenberg shares his unparalleled expertise on the dramatic evolution from CRM 1.0 to CRM 2.0 with unique insightful examples. It is a must read for anyone looking to transform the potential of CRM into long-lasting competitive advantage in a rapidly changing business environment." -- Jujhar Singh, Senior Vice President, SAP CRM Product Management

Managing Customers For Profit

Author: V. Kumar
Publisher: Prentice Hall Professional
ISBN: 9780132716215
Size: 74.97 MB
Format: PDF
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“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 right products to the right customers at the right time…determining when a customer is likely to leave, and whether to intervene…managing multichannel shopping… even calculating a customer’s referral value. Drawing on his extensive experience consulting with world-class marketing organizations, Kumar illuminates the challenges of transitioning from a product-centric to a customer-centric approach and presents proven solutions. Simply put, this book’s techniques offer marketing executives a complete framework for linking their investments to business value—and maximizing the lifetime value of every single customer. Foreword xiii Preface xv Acknowledgments xviii About the Author xix Chapter 1: Introduction 1 Chapter 2: Maximizing Profitability 11 Chapter 3: Customer Selection Metrics 29 Chapter 4: Managing Customer Profitability 59 Chapter 5: Maximizing Customer Profitability 75 Chapter 6: Managing Loyalty and Profitability Simultaneously 93 Chapter 7: Optimal Allocation of Resources across Marketing and Communication Strategies 113 Chapter 8: Pitching the Right Product to the Right Customer at the Right Time 127 Chapter 9: Preventing Attrition of Customers 143 Chapter 10: Managing Multichannel Shoppers 163 Chapter 11: Linking Investments in Branding to Customer Profitability 187 Chapter 12: Acquiring Profitable Customers 205 Chapter 13: Managing Customer Referral Behavior 223 Chapter 14: Organizational and Implementation Challenges 249 Chapter 15: The Future of Customer Management 267 Index 283

Crm At The Speed Of Light Third Edition Essential Customer Strategies For The 21st Century

Author: Paul Greenberg
Publisher: McGraw-Hill Professional
ISBN: 9780072231731
Size: 22.37 MB
Format: PDF, ePub, Docs
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Updated to reflect the major changes in Customer Relationship Management (CRM) in the last few years, this third edition of CRM at the Speed of Light: Capturing and Keeping Customers in Real Time is a must-read for executives looking to leverage the latest technologies on the market to reach and retain customers. Learn CRM concepts, discover what tools are available and which ones are suitable for your business, and get practical, expert advice on avoiding common pitfalls.

Social Media Metrics

Author: Jim Sterne
Publisher: John Wiley & Sons
ISBN: 9780470622582
Size: 10.55 MB
Format: PDF, Mobi
View: 3067
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The only guide devoted exclusively to social media metrics Whether you are selling online, through a direct sales force, or via distribution channels, what customers are saying about you online is now more important than your advertising. Social media is no longer a curiosity on the horizon but a significant part of your marketing mix. While other books explain why social media is critical and how to go about participating, Social Media Metrics focuses on measuring the success of your social media marketing efforts. Success metrics in business are based on business goals where fame does not always equate to fortune. Read this book to determine: Why striving for more Twitter followers or Facebook friends than the competition is a failing strategy How to leverage the time and effort you invest in social media How to convince those who are afraid of new things that social media is a valuable business tool and not just a toy for the overly-wired Knowing what works and what doesn't is terrific, but only in a constant and unchanging world. Social Media Metrics is loaded with specific examples of specific metrics you can use to guide your social media marketing efforts as new means of communication.

Information Systems Development

Author: Rob Pooley
Publisher: Springer Science & Business Media
ISBN: 1461449510
Size: 17.60 MB
Format: PDF, Mobi
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Information Systems Development: Reflections, Challenges and New Directions, is the collected proceedings of the 20th International Conference on Information Systems Development held in Edinburgh, Scotland, August 24 - 26, 2011. It follows in the tradition of previous conferences in the series in exploring the connections between industry, research and education. These proceedings represent ongoing reflections within the academic community on established information systems topics and emerging concepts, approaches and ideas. It is hoped that the papers herein contribute towards disseminating research and improving practice

Biomedical Informatics

Author: Edward H. Shortliffe
Publisher: Springer Science & Business Media
ISBN: 1447144740
Size: 32.81 MB
Format: PDF, ePub, Docs
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The practice of modern medicine and biomedical research requires sophisticated information technologies with which to manage patient information, plan diagnostic procedures, interpret laboratory results, and carry out investigations. Biomedical Informatics provides both a conceptual framework and a practical inspiration for this swiftly emerging scientific discipline at the intersection of computer science, decision science, information science, cognitive science, and biomedicine. Now revised and in its third edition, this text meets the growing demand by practitioners, researchers, and students for a comprehensive introduction to key topics in the field. Authored by leaders in medical informatics and extensively tested in their courses, the chapters in this volume constitute an effective textbook for students of medical informatics and its areas of application. The book is also a useful reference work for individual readers needing to understand the role that computers can play in the provision of clinical services and the pursuit of biological questions. The volume is organized so as first to explain basic concepts and then to illustrate them with specific systems and technologies.

Exploring The Grand Challenges For Next Generation E Business

Author: Raj Sharman
Publisher: Springer
ISBN: 3642174493
Size: 33.13 MB
Format: PDF, ePub
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This book is based on a selection of thoroughly revised and extended best papers from the 8th Workshop on E-Business (WEB 2009) held in Phoenix, AZ, USA, on December 15th, 2009. The 29 papers, which were selected from 70 presentations at the workshop, highlight the enormous developments and potential of e-business at a time when new technologies like cloud computing, collective intelligence, and multi-sided platforms are burgeoning. Among the topics covered are Web-based information systems, RFID and supply chain management, process modeling and standardization, security and privacy issues, social networking and mobility, e-services and market mechanisms, IT portfolio management, and other special topics in e-business such as electronic invoicing.

Active Knowledge Modeling Of Enterprises

Author: Frank Lillehagen
Publisher: Springer Science & Business Media
ISBN: 3540794166
Size: 51.16 MB
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Enterprise Modeling has been defined as the art of externalizing enterprise knowledge, i.e., representing the core knowledge of the enterprise. Although useful in product design and systems development, for modeling and model-based approaches to have a more profound effect, a shift in modeling approaches and methodologies is necessary. Modeling should become as natural as drawing, sketching and scribbling, and should provide powerful services for capturing work-centric, work-supporting and generative knowledge, for preserving context and ensuring reuse. A solution is the application of Active Knowledge Modeling (AKM). The AKM technology is about discovering, externalizing, expressing, representing, sharing, exploring, configuring, activating, growing and managing enterprise knowledge. An AKM solution is about exploiting the Web as a knowledge engineering medium, and developing knowledge-model-based families of platforms, model-configured workplaces and services. This book was written by the inventors of AKM arising out of their cooperation with both scientists and industrial practitioners over a long period of time, and the authors give examples, directions, methods and services to enable new ways of working, exploiting the AKM approach to enable effective c-business, enterprise design and development, and lifecycle management. Industry managers and design engineers will become aware of the manifold possibilities of, and added values in, IT-supported distributed design processes, and researchers for collaborative design environments will find lots of stimulation and many examples for future developments.

The Next Wave Of Technologies

Author: Phil Simon
Publisher: John Wiley & Sons
ISBN: 9780470613085
Size: 11.59 MB
Format: PDF, ePub
View: 4350
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Your all-inclusive guide to all the latest technologies Providing you with a better understanding of the latest technologies, including Cloud Computing, Software as a Service, Service-Oriented Architecture (SOA), Open Source, Mobile Computing, Social Networking, and Business Intelligence, The Next Wave of Technologies: Opportunities in Chaos helps you know which questions to ask when considering if a specific technology is right for your organization. Demystifies powerful but largely misunderstood technologies Explains how each technology works Provides key guidance on determining if a particular technology is right for your organization Contains contributions from experts on Cloud Computing, Service-Oriented Architecture (SOA), Software as a Service (SaaS), Open Source, Mobile Technologies, Enterprise Risk Management, Social Media, Business Intelligence, and more More of a management text than a technical guide, the book is designed to help your organization better understand these exciting new technologies and their potential impact. The Next Wave of Technologies: Opportunities in Chaos will help you determine if your organization is ready for a specific technology, how to prepare for its successful adoption, how to measure success, and the key risks and red flags to recognize.

Adventure Tourism

Author: Colin Beard
Publisher: Routledge
ISBN: 1136430636
Size: 40.30 MB
Format: PDF, ePub, Docs
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Looking at the past, present and future of adventure tourism, Adventure Tourism: the new frontier examines the product, the adventure tourist profile, and issues such as supply, geography and sustainability. International case studies are used to illustrate these issues, including: Gorilla watching holidays,Trekking on Mount Everest, Diving holidays, and Outward Bound packages. Analysis of the development and nature of adventure tourism accompanies these studies, ensuring that the title is useful both for undergraduate and postgraduate students of tourism and for professionals involved in managing adventure tourism enterprises. There is also a companion website with additional cases, which can be found at www.bh/com/companions/0750651865.