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Customer Relationship Management

Author: Kristin L. Anderson
Publisher: McGraw Hill Professional
ISBN: 0071394125
Size: 42.17 MB
Format: PDF, ePub, Mobi
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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: 80.53 MB
Format: PDF, Docs
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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: 43.95 MB
Format: PDF, Kindle
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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.

Manager S Guide To Mentoring

Author: Dr. Curtis J. Crawford
Publisher: McGraw Hill Professional
ISBN: 0071713573
Size: 23.19 MB
Format: PDF, ePub, Mobi
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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

Cases In Call Center Management

Author: Richard Feinberg
Publisher: Purdue University Press
ISBN: 9781557533425
Size: 69.83 MB
Format: PDF, Kindle
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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.

Leadership Skills For Managers

Author: Marlene Caroselli
Publisher: McGraw Hill Professional
ISBN: 0071399615
Size: 23.36 MB
Format: PDF, Mobi
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Leadership Skills for Managers is an in-depth exploration of the abilities and qualities of a leader (as opposed to just a manager). Leadership attributes such as problem-solving, team-building, and communication are analyzed. Tools, techniques, and real-life examples help the reader develop a plan of action for transforming a vision of leadership into an implementable reality.

Manager S Guide To Crisis Management

Author: Jonathan Bernstein
Publisher: McGraw Hill Professional
ISBN: 0071776133
Size: 27.59 MB
Format: PDF
View: 7212
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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

Manager S Guide To Employee Engagement

Author: Scott Carbonara
Publisher: McGraw Hill Professional
ISBN: 0071799516
Size: 60.40 MB
Format: PDF, ePub
View: 6326
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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

Budgeting For Managers

Author: Sid Kemp
Publisher: McGraw Hill Professional
ISBN: 9780071416801
Size: 76.33 MB
Format: PDF, Docs
View: 2591
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Now translated into 11 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 heirarchy, 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. Managers in all types of organizations and environments must be able to prepare, or at least understand, a realistic and results-oriented budget. Budgeting for Managersrich in practical techniques and exampleswalks the reader through the entire budgeting process, from basic financial concepts and their use in creating a budget to methods for tracking actual spending.

Negotiating Skills For Managers

Author: Steven Cohen
Publisher: McGraw Hill Professional
ISBN: 9780071415453
Size: 41.74 MB
Format: PDF, Mobi
View: 1781
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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. Virtually everything in business is negotiated, and the ability to negotiate strong agreements and understandings is among today's most valuable talents. Negotiating Skills for Managers explains how to establish a solid pre-negotiation foundation, subtly guide the negotiation, and consistently set and achieve satisfactory targets. From transferring one's existing strengths to the negotiating table to avoiding common negotiating errors, it reveals battle-proven steps for reaching personal and organizational objectives in every negotiation.