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Customer Relationship Management

Author: Kristin L. Anderson
Publisher: McGraw Hill Professional
ISBN: 0071394125
Size: 31.30 MB
Format: PDF, Mobi
View: 3417
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This reader-friendly series is must read for all levels of managers All managers, whether brand-new to their positions or well established in the corporate hierarchy, can use a little brushing-up now and then. The skills-based Briefcase Books Series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one of today's hottest topics. Customer Relationship Management supplies easy-to-apply solutions to common CRM problems, including how to maximize impact from CRM technology, which data warehousing techniques are most effective, and how to create and manage both short- and long-term relationships.

Customer Relationship Management

Author: Francis Buttle
Publisher: Routledge
ISBN: 1136412573
Size: 32.76 MB
Format: PDF, ePub
View: 257
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Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access.

Managing Multiple Projects

Author: Michael Tobis
Publisher: McGraw Hill Professional
ISBN: 9780071415446
Size: 60.49 MB
Format: PDF
View: 403
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THE BRIEFCASE BOOKS SERIES Now translated into nine languages! This reader-friendly, icon-rich series is must reading for all managers at every level. All managers, whether brand new to their positions or well established in the corporate hierarchy, can use a little "brushing up" now and then. The skills-based Briefcase Books series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their corporations. Today's workplace is often complex and unpredictable, yet most project management books address only the topic of managing individual projects and solving specific problems. Managing Multiple Projects presents a realistic method for developing the individual and group skills needed to cope with competing demands. It shows readers how to develop a reliable system for taking on multiple projects, work with others to allocate conflicting workloads, cope with the stress that comes from managing multiple projects, and more.

Customer Relationship Management

Author: V. Kumar
Publisher: Springer
ISBN: 3662553813
Size: 28.11 MB
Format: PDF, Docs
View: 1787
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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 guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.

Manager S Guide To Mentoring

Author: Dr. Curtis J. Crawford
Publisher: McGraw Hill Professional
ISBN: 0071713573
Size: 40.15 MB
Format: PDF, Docs
View: 1828
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Create new solutions to old problems with the power of mentoring! Mentoring is an extraordinarily powerful way of getting top performance from every employee. It’s one of the hottest management techniques used in business today, and every manager serious about developing talented employees and implementing change in his or her organization needs to master it. Manager’s Guide to Mentoring is a detailed overview covering Types of mentors, from professional to corporate to informal Mentoring across traditional cultural and gender boundaries Developing a mentoring program within your organization Manager’s Guide to Mentoring provides all the skills for using one of today’s most innovative management techniques to drive positive change in your company. Briefcase Books, written specifically for today’s busy manager, feature eye-catching icons, checklists, and sidebars to guide managers step-by-step through everyday workplace situations. Look for these innovative design features to help you navigate through each page: Clear definitions of key terms, concepts, and jargon Tactics and strategies for mentoring Insider tips for creating a mentoring program Practical advice for mentors Warning signs when preparing for and undertaking a mentoring initiative Stories and insights from the experiences of others Specific mentoring procedures, tactics, and hands-on techniques

Sales Techniques

Author: William T. Brooks
Publisher: McGraw Hill Professional
ISBN: 9780071454339
Size: 40.49 MB
Format: PDF, ePub, Mobi
View: 1256
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Sales Techniques is an insightful and practical compilation of proven techniques and modern tools, designed to help both neophyte and seasoned sales professionals work with customers and successfully close the deal. From selling solutions instead of products to finding, communicating with, and even closing customers on the Internet, this latest addition to the popular Briefcase Books series will show salespeople how to organize their sales efforts, work successfully with today's more demanding customer base, efficiently and effectively close a sale, consistently follow up after the sale to encourage high-profit repeat business and referrals, and much more.

Customer Relationship Management

Author: SCN Education
Publisher: Springer Science & Business Media
ISBN: 3322849619
Size: 74.38 MB
Format: PDF, Kindle
View: 1139
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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.

Manager S Guide To Employee Engagement

Author: Scott Carbonara
Publisher: McGraw Hill Professional
ISBN: 0071799516
Size: 52.60 MB
Format: PDF, ePub, Docs
View: 1331
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USE THE POWER OF EMPLOYEE ENGAGEMENT TO IGNITE PASSION, PURPOSE, AND PRODUCTIVITY IN EVERY MEMBER OF YOUR STAFF Successful managers understand that their job is to help employees do their best work, not simply give orders. The Manager's Guide to Employee Engagement shows leaders at all levels how to build relationships that support collaboration and drive meaningful performance improvement. Learn how to: Foster loyalty, trust, and commitment in all your employees Create a culture of positive thinking Empower employees to act as internal entrepreneurs Align employee and organizational values and goals Become "the best boss ever"--without losing sight of business goals Learn how to make your employees engaged and successful--and facilitate your own success at the same time. Briefcase Books, written specifically for today's busy manager, feature eye-catching icons, checklists, and sidebars to guide managers step-by-step through everyday workplace situations. Look for these innovative design features to help you navigate through each page: Clear definitions of key terms and concepts Tactics and strategies for engaging employees Tips for executing the tactics in the book Practical advice for minimizing the possibility of error Warning signs for when things are about to go wrong Examples of successful engagement tactics Specific planning procedures, tactics, and hands-on techniques

Manager S Guide To Crisis Management

Author: Jonathan Bernstein
Publisher: McGraw Hill Professional
ISBN: 0071776133
Size: 61.35 MB
Format: PDF, ePub, Docs
View: 6038
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Lead your Organization through any business crisis—and emerge stronger than ever Manager’s Guide to Crisis Management provides the basic skills and knowledge you need to deal with the crises that inevitably occur in any business or organization. Covering every aspect of the topic—from defining crisis management and policies to training for and responding to crises—it helps you fully grasp any situation that threatens business, careers, and even lives. Lead through any crisis smoothly and with minimal ramifications by mastering the most effective tactics, including: Planning for and training staff in crisis management Anticipating and preventing crises before they occur Managing the company’s online reputation Addressing crises that affect multicultural stakeholders Creating effective crisis-related messaging Knowing when to bring in a specialist About the Briefcase Books series: Briefcase Books, written specifically for today’s busy manager, feature eye-catching icons, checklists, and sidebars to guide managers step-by-step through everyday workplace situations. Look for these innovative design features to help you navigate through each page: Key Terms: Clear definitions of key terms and concepts Smart Managing: Tactics and strategies for managing crises Tricks of the Trade: Tips for executing the tactics in the book Mistake Proofing: Practical advice for minimizing the possibility of error Caution: Warning signs for when things are about to go wrong For Example: Examples of successful crisis management Tools: Specific planning procedures, tactics, and hands-on techniques

Cases In Call Center Management

Author: Richard Feinberg
Publisher: Purdue University Press
ISBN: 9781557533425
Size: 71.51 MB
Format: PDF
View: 7290
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Annotation The book is rounded out with a section on resources that will provide hundreds of ideas to accentuate your current call center. Both a practical guide and an exhaustive reference, "Cases in Call Center Management is an investment in the future success of your customer service operations.