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Author: Joby John Publisher: Bloomsbury Publishing USA ISBN: 0313053693 Category : Business & Economics Languages : en Pages : 238
Book Description
Customer-orientation, customer-centricity, and customer relationship management (CRM) are not new concepts or practices. But information technology has unleashed tremendous opportunities in dealing with a customer and in creating value to the customer. And yet the majority of CRM investments and initiatives fail because firms do not have the appropriate orientation to serving the customer. The principal aim of this book is to get the reader to think about th firm and the way it conducts its business in a certain way—with a customer focus. It is now becoming clearly evident that all firms compete on service. Providing superior service becomes a prerequisite for any differentiation strategy to succeed. To provide superior service for a competitive advantage requires a concrete understanding of what service-orientation means. This orientation, in the form of frame of mind, is essential for the firm to take advantage of opportunities and to address the challenges so as to gain a competitive advantage. For excellent service firms, the challenges and opportunities in providing services are a constant endeavor. For others, these challenges and opportunities are not that obvious. A complementary aim of this book, therefore, is to instill into the reader the principles of managing services.
Author: Joby John Publisher: Bloomsbury Publishing USA ISBN: 0313053693 Category : Business & Economics Languages : en Pages : 238
Book Description
Customer-orientation, customer-centricity, and customer relationship management (CRM) are not new concepts or practices. But information technology has unleashed tremendous opportunities in dealing with a customer and in creating value to the customer. And yet the majority of CRM investments and initiatives fail because firms do not have the appropriate orientation to serving the customer. The principal aim of this book is to get the reader to think about th firm and the way it conducts its business in a certain way—with a customer focus. It is now becoming clearly evident that all firms compete on service. Providing superior service becomes a prerequisite for any differentiation strategy to succeed. To provide superior service for a competitive advantage requires a concrete understanding of what service-orientation means. This orientation, in the form of frame of mind, is essential for the firm to take advantage of opportunities and to address the challenges so as to gain a competitive advantage. For excellent service firms, the challenges and opportunities in providing services are a constant endeavor. For others, these challenges and opportunities are not that obvious. A complementary aim of this book, therefore, is to instill into the reader the principles of managing services.
Author: Cybellium Ltd Publisher: Cybellium ISBN: 183679326X Category : Languages : en Pages : 309
Book Description
Designed for professionals, students, and enthusiasts alike, our comprehensive books empower you to stay ahead in a rapidly evolving digital world. * Expert Insights: Our books provide deep, actionable insights that bridge the gap between theory and practical application. * Up-to-Date Content: Stay current with the latest advancements, trends, and best practices in IT, Al, Cybersecurity, Business, Economics and Science. Each guide is regularly updated to reflect the newest developments and challenges. * Comprehensive Coverage: Whether you're a beginner or an advanced learner, Cybellium books cover a wide range of topics, from foundational principles to specialized knowledge, tailored to your level of expertise. Become part of a global network of learners and professionals who trust Cybellium to guide their educational journey. www.cybellium.com
Author: Chitram Lutchman Publisher: CRC Press ISBN: 1482205777 Category : Business & Economics Languages : en Pages : 444
Book Description
Developing and maintaining a disciplined management system provides any organization with a blueprint for exceptional performance and success. Indeed, for larger multinational corporations, a management system is a critical component for sustainable growth and performance management. In this book, the authors discuss a series of fundamentals for cr
Author: Marlon Dumas Publisher: Springer ISBN: 3662565099 Category : Computers Languages : en Pages : 546
Book Description
This textbook covers the entire Business Process Management (BPM) lifecycle, from process identification to process monitoring, covering along the way process modelling, analysis, redesign and automation. Concepts, methods and tools from business management, computer science and industrial engineering are blended into one comprehensive and inter-disciplinary approach. The presentation is illustrated using the BPMN industry standard defined by the Object Management Group and widely endorsed by practitioners and vendors worldwide. In addition to explaining the relevant conceptual background, the book provides dozens of examples, more than 230 exercises – many with solutions – and numerous suggestions for further reading. This second edition includes extended and completely revised chapters on process identification, process discovery, qualitative process analysis, process redesign, process automation and process monitoring. A new chapter on BPM as an enterprise capability has been added, which expands the scope of the book to encompass topics such as the strategic alignment and governance of BPM initiatives. The textbook is the result of many years of combined teaching experience of the authors, both at the undergraduate and graduate levels as well as in the context of professional training. Students and professionals from both business management and computer science will benefit from the step-by-step style of the textbook and its focus on fundamental concepts and proven methods. Lecturers will appreciate the class-tested format and the additional teaching material available on the accompanying website.
Author: Lakshman Jha Publisher: Global India Publications ISBN: 9788190721127 Category : Business & Economics Languages : en Pages : 280
Book Description
A managers, whether brand-new to their postions or well established in the corporate hirearchy, can use a little brushing-up now and then. As customer loyalty increasingly becomes a thing of the past, customer relationship management (CRM) has become one today's hottest topics. Customer relationships management: A strategic approach supplies easy-to-apply sloutions 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.This book acquaints student focuses on the strategic side of customer relationship management.The text provides students with and understanding of customer relationship management and its applications in the business fields of marketing and sales.
Author: Craig Cochran Publisher: Paton Professional ISBN: 9781932828054 Category : Business & Economics Languages : en Pages : 216
Book Description
"The customer is the sole reason organizations exist," Craig Cochran points out throughout this concise and practical book, which outlines the fundamentals of building process controls around internal and external customers' true needs. Cochran walks readers through a self-assessing customer focus inventory and from there explains how an organization can shape its processes to meet its customers' demands. Learn how to develop customer surveys that produce useful data for refining production and administrative processes. Understand the importance of customer-satisfaction training. Motivate top management to instill a customer-focused orientation throughout the organization. -- From publisher's description.
Author: Kenneth H. Silber Publisher: John Wiley & Sons ISBN: 0470543523 Category : Business & Economics Languages : en Pages : 321
Book Description
Essential resources for training and HR professionals Kenneth H. Silber and Lynn Kearny Organizational Intelligence A Guide to Understanding the business of your organization for HR, Training, and Performance Consulting Organizational Intelligence To succeed, those who practice as training, HPT, ID, OD, HR, or IT professionals must understand the "language of business," and the key business issues and measures of the organizations we work for. Organizational Intelligence shows how to use the proven Business Logics Model to gather and synthesize the information needed to understand organizations, and how to align our work to key business issues, explain it in appropriate language, and measure it in a meaningful way. "Kearny and Silber have taken the complex interrelated aspects of a business and broken them into components and key questions that can help anyone understand the essence of that business." Julie O'Mara, past president, American Society for Training and Development "This book should be in your professional library. It provides models to understand how organizations work, and gives you tools to increase your business acumen and think like the CEO. It's your doorway to a seat at the table." Dr. Roger M. Addison, CPT; past director, International Society for Performance Improvement, and past president, International Federation of Training and Development Organisations Ltd. "Nobody can touch Ken Silber and Lynn Kearny for their clarity of thought and their ability to communicate. Organizational Intelligence provides the most useful, simple, and comprehensive approach to understanding your clients. Whether you are a newcomer or an old-timer, buy, borrow, or steal a copy. The job aids alone are worth the price." Thiagi (Dr. Sivasailam Thiagarajan), two-time ISPI president, Gilbert Award winning performance improvement guru "Organizational Intelligence is the cornerstone text for the HPT field we've been wanting for so long. It provides the organizational context for the work we do in a way that is understandable and useful. Both our new students and expert professors love it." Jamie D. Barron, Ed.D., chair, Training & Performance Improvement, Capella University
Author: Ross van Reenen Publisher: Penguin Random House South Africa ISBN: 1770223320 Category : Business & Economics Languages : en Pages : 354
Book Description
More than 84 per cent of professional rugby players in South Africa are going to find it difficult to survive financially once they stop playing rugby. How will they find success in their new careers once their rugby jerseys have been washed for the last time? From Locker Room to Boardroom explores how former South African rugby players culled certain traits from their playing days and applied them to their enterprises in order to make a successful transition from the rugby field (the locker room) to the business world (the boardroom). Naas Botha, Gary Teichmann, Joel Stransky, François Pienaar, Kevin de Klerk, Breyton Paulse and Kobus Wiese, to name but a few, share the many challenges they faced and the different strategies they employed on the road to establishing the single factor that, more than any other, lies at the root of their business success. Filled with entertaining anecdotes, sound practical advice and pioneering business models, From Locker Room to Boardroom provides a unique and fascinating approach to achieving success in the commercial world.
Author: Travis Lowdermilk Publisher: O'Reilly Media ISBN: 1492058688 Category : Business & Economics Languages : en Pages : 211
Book Description
If you’re striving to make products and services that your customers will love, then you’ll need a customer-driven organization. As companies transform their businesses to meet the demands of the digital age, they find themselves grappling with uniquely human challenges. Organizational knowledge becomes siloed, employees move to safeguard their expertise, and customer data creates polarization and infighting between teams. All of these challenges widen the distance between the people who make your products and the customers who use them. To meet today’s challenges, companies need to do more than build processes for customer-driven products. They need to create a customer-driven culture. With the help of his friend and mentor Monty Hammontree, Travis Lowdermilk takes readers through the cultural transformation of the Developer Division at Microsoft. This book shows readers how to "hack" their culture and reduce the distance between them and their customers’ needs. It’s a uniquely personal story that’s told amidst a cultural revolution at one of the largest software companies in the world. This story acts as your guide. You’ll learn how to: Establish a Common Language: Help employees change their thinking and actions Build Bridges, Not Walls: Treat product building as a team sport Encourage Learning Versus Knowing: Help your team understand their customers Build Leaders That Build Your Culture: Showcase star employees to inspire others Meet Teams Where They Are: Make it easy for teams to to adopt vital behavior changes Make Data Relatable: Move beyond numbers and focus on empathizing with customers
Author: Joby John
Author: Joby John
Author: Cybellium Ltd
Author: B. K. Patel
Author: Chitram Lutchman
Author: Marlon Dumas
Author: Lakshman Jha
Author: Craig Cochran
Author: Kenneth H. Silber
Author: Ross van Reenen
Author: Travis Lowdermilk