Gestión de la relación con los clientes: una visión aplicada PDF Download

Author: David Jiménez Castillo
Publisher: Universidad Almería
ISBN: 8413511011
Category : Business & Economics
Languages : es
Pages : 72

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Book Description
Este manual, que tiene una finalidad claramente formativa, ofrece una visión práctica de la gestión de la relación con los clientes aplicable a materias vinculadas al marketing de relaciones y al marketing de servicios. Específicamente, el contenido del manual recoge actividades prácticas centradas en examinar los fundamentos básicos de la gestión relacional de clientes, profundizar en la identificación y conocimiento de clientes, analizar los aspectos clave del desarrollo de los modelos de gestión relacional (iniciación, mantenimiento y consolidación de la relación) y explorar los conceptos vinculados a la prestación del servicio al cliente. Las actividades están elaboradas atendiendo a diferentes metodologías de enseñanza-aprendizaje que permiten completar el aprendizaje de los aspectos fundamentales de la materia, así como aportar nuevos conocimientos, complementarios a las lecciones magistrales. Además, se han diseñado para que resulten una vía útil para fomentar la participación, el trabajo en equipo y el pensamiento crítico. Dichas actividades abarcan estudios de casos, resolución de problemas, role-playing, reflexión y debate, prácticas a través medios informáticos, etc. Todas estas actividades se contextualizan en diferentes sectores y tipos de empresa.

Author: Alix Fuentes
Publisher: Lulu.com
ISBN: 1105515974
Category : Business & Economics
Languages : es
Pages : 303

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Book Description
Este libro ha sido diseñado y construido con el método lógico, analítico y reflexivo, dispuesto con tácticas en el aprendizaje significativo en diversas formas y antecedentes de contenido prospectivo, aplicado al sistema empresarial, con una visión desde el punto de vista de la gestión empresarial. Su estructuración tiende a fundamentar lineamientos básicos, para aplicar los requisitos mínimos y necesarios, de la teoría prospectiva en el estudio de las ideas en cualquier área del conocimiento, a través de la investigación académica y la extensión en la praxis empresarial. Gestiona contenidos en aplicaciones al sistema empresarial, buscando anticiparse proactivamente al éxito, lo que garantiza la apropiación de las acciones gerenciales, el liderazgo y el poder, requeridos en la nueva reorganización global. Reordenamiento que incorpore el humanismo y la tecnología al anhelado desarrollo digno y feliz de la humanidad. Esta obra está dirigida a estudiantes universitarios en programas académicos presenciales o de educación a distancia en ciencias económicas, administrativas, sociales y humanísticas.

Author:
Publisher: Religacion Press
ISBN:
Category :
Languages : en
Pages : 123

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Book Description

Author: Jonatan Loidi
Publisher: Ediciones LEA
ISBN: 9877188554
Category : Business & Economics
Languages : en
Pages : 272

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Book Description
Jonatan Loidi y ‘Gaita’ González presentan un modelo de 10 pasos para la creación y gestión de experiencias mágicas para tu organización. “Este libro es el manual de la excelencia en atención al cliente y desarrollo empresarial. Demuestra que la pasión es clave para superar los desafíos. Una invitación a reflexionar, trabajar y cambiar paradigmas para formar parte del 5% que marca la diferencia”. Martín Zuppi, CEO Stellatis Argentina “Conocí el modelo a partir de una conferencia, y sin dudas me pareció el recorrido ideal para trabajar en la experiencia que una organización puede ofrecer. Hoy este libro forma parte de nuestra agenda de trabajo”. Carolina Del Hoyo, Directora Regional Marketing Fratelli Branca “Este libro permite enamorarse de la idea de que no existen los límites cuando se trata de satisfacer y hacer felices a nuestros clientes, y a nuestro equipo de trabajo. 100% aplicable a la realidad de Latinoamérica”. Isabel Cristina Sepúlveda Parra, Directora de Experiencia al cliente en Bancolombia. “Participé de la experiencia en Orlando dos veces. Por tal motivo aseguro que este libro marca un antes y después para la organización y el liderazgo, ofreciendo un camino lógico y simple hacia el éxito, con ejemplos claros”. Carlos Bethancourt, Director ejecutivo Acecolombia. “El libro describe un modelo que todo fanático del marketing y las experiencias debe conocer. Es práctico y aplicable a cualquier empresa”. Soledad Moll, Directora de MMA LATAM

Author: Enrique Cabrera Jr
Publisher: IWA Publishing
ISBN: 1843391988
Category : Science
Languages : en
Pages : 185

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Book Description
Benchmarking has become a key tool in the water industry to promote and achieve performance targets for utilities. The use of this tool for performance improvement through systematic search and adaptation of leading practices, has expanded globally during the past decade. Many ongoing projects worldwide aim to address different needs and objectives, in varying contexts, with outstanding results and impact. Benchmarking Water Services provides valuable information to everyone interested in benchmarking in the water industry. The text is aimed at utilities considering joining a benchmarking project, experienced practitioners in charge of organizing a benchmarking exercise, consultants, regulators and researchers. The document is presented with a clear practice oriented approach and can be used as a how-to-benchmark guide presented from different perspectives (participants, organizers, supervising bodies). Readers will gain practical insight on real life benchmarking practices and will benefit from the experiences gained in some of the leading benchmarking projects of the water industry (including the IWA-WSAA benchmarking efforts, the European Benchmarking Co-operation and the several benchmarking projects carried out in Austria and Central Europe). The manual also presents the new IWA Benchmarking Framework, which aims to harmonize the terms used to describe benchmarking and performance indicators practices in the water industry, guaranteeing a more fluent and efficient communication. This Manual of Best Practice is edited by the IWA Specialist Group on Benchmarking and Performance Assessment, and co-published by AWWA and IWA Publishing. Praise for Benchmarking Water Services: "The continual trend of conceptual to specifics throughout the book provides for an educational experience each time the book is either casually perused or carefully studied." "The authors (Cabrera, Haskins and Fritiz) diligently pursue the focus of improvement." "Benchmarking Water Services is an in depth and practical ‘must have’ guide for any utility currently engaged in or planning to develop a benchmarking process" - Gregory M. Baird (2012) Benchmarking: An International Journal 19:2. More information about the book can be found on the Water Wiki in an article written by the author: http://www.iwawaterwiki.org/xwiki/bin/view/Articles/TheNewIWABenchmarkingFramework A Spanish language version of this book is available as a free eBook: http://www.iwawaterwiki.org/xwiki/bin/view/Articles/eBookTitlesfromIWAPublishingFreetoDownload-Volume2#HBenchmarkingParaServiciosdeAgua

Author: Paul D. Staudohar
Publisher: University of Illinois Press
ISBN: 9780252061615
Category : Business & Economics
Languages : en
Pages : 324

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Book Description
Beyond the highly publicized heroics and foibles of players and teams, when the grandstands are empty and the scoreboards dark, there is a world of sport about which little is known by even the most ardent fan. It is the business world of sport; it is characterized by a thirst for power and money, and its players are just as active as those on the professional teams they oversee. In this collection, some of the best scholars in the field use examples from baseball, football, basketball, and hockey to illuminate the significant economic, legal, social, and historic aspects of the business of professional sports. Contributors: Dennis A. Ahlburg, Rob B. Beamish, Joan M. Chandler, James B. Dworkin, Lawrence M. Kahn, Charles P. Korr, John J. MacAloon, David Mills, Roger G. Noll, Steven A. Reiss, Gary R. Roberts, Stephen F. Ross, Peter D. Sherer, Leigh Steinberg, and David G. Voigt,

Author: Susan E. Jackson
Publisher: John Wiley & Sons
ISBN: 0787971308
Category : Business & Economics
Languages : en
Pages : 480

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Book Description
This eighteenth volume in the Jossey-Bass Organizational Frontiers Series provides an in-depth examination of how I/O psychologists can help find, recruit, and manage knowledge. The authors explain the nature of different types of knowledge, how knowledge-based competition is affecting organizations, and how these ideas relate to innovation and learning in organizations. They describe the strategies and organizational structures and designs that facilitate the acquisition and development of knowledge. And they discuss how continuous knowledge acquisition and innovation is promoted among individuals and teams and how to foster the creation of new knowledge. In addition, they explain how to assess the climate and culture for organizational learning, measure and monitor knowledge resources at the organizational level, and more.

Author: V. Kumar
Publisher: Springer Science & Business Media
ISBN: 3642201091
Category : Business & Economics
Languages : en
Pages : 399

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Book Description
Customer relationship management (CRM) as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. This book presents an extensive treatment of the strategic and tactical aspects of customer relationship management as we know it today. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions. The goal of the book is to serve as 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.

Author: Robert Phillips
Publisher: Stanford University Press
ISBN: 0804781648
Category : Business & Economics
Languages : en
Pages : 470

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Book Description
This is the first comprehensive introduction to the concepts, theories, and applications of pricing and revenue optimization. From the initial success of "yield management" in the commercial airline industry down to more recent successes of markdown management and dynamic pricing, the application of mathematical analysis to optimize pricing has become increasingly important across many different industries. But, since pricing and revenue optimization has involved the use of sophisticated mathematical techniques, the topic has remained largely inaccessible to students and the typical manager. With methods proven in the MBA courses taught by the author at Columbia and Stanford Business Schools, this book presents the basic concepts of pricing and revenue optimization in a form accessible to MBA students, MS students, and advanced undergraduates. In addition, managers will find the practical approach to the issue of pricing and revenue optimization invaluable. Solutions to the end-of-chapter exercises are available to instructors who are using this book in their courses. For access to the solutions manual, please contact [email protected].

Author: Gérard Cliquet
Publisher: John Wiley & Sons
ISBN: 1118614143
Category : Business & Economics
Languages : en
Pages : 236

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Book Description
This title describes the state of the art in all areas of spatial marketing, discussing the various constituents which make up the geography of markets. Demand varies according to location and can be measured according to revenue, the number of households, spending patterns and lifestyles. Supply is also dependent on position, because prices, services, products and available shops rely on location, while the difference between supply and demand is the rationale for the role of the trader. The book also covers the way geographic techniques help to solve marketing problems and contains chapters written by contributors with extensive experience in this field; given that it is crucial for companies to direct their marketing correctly at their target audience, this will be indispensable reading for those involved in this area.