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Author: Michael D Hartline Publisher: Routledge ISBN: 113642380X Category : Business & Economics Languages : en Pages : 119
Book Description
Use these techniques to improve staff performance! Internal Relationship Management: Linking Human Resources to Marketing Performance shows how businesses can develop and maintain positive interactions between managers and employees. This book provides cutting-edge research on the management of internal customers (i.e., employees) that offers practical suggestions to improve internal service, employee performance, andultimatelyexternal marketing performance. This useful resource contains many special features to augment the text, including tables, figures, and models. Internal Relationship Management explores key issues, such as: internal relationship managementmanaging relationships with internal customers human resources activitiesactions taken to influence employee attitudes and work-related behaviors career entrythe initial stages of the internal relationship management process organizational supportservices provided to employees in an effort to support them With this book, you’ll gain a better understanding of: boundary spanners’ appraisals of career entry transitionfrom telecommunications, insurance, manufacturing, accounting, and retail firms the recruitment, selection, and retention of customer-contact service employees how internal communication processes affect boundary spanners’ satisfaction with organizational support services employee brandingemployees internalize the firm’s desired brand image to project it to customers and external stakeholders the internal customer mindsetthe importance employees place on serving internal customers The authors of Internal Relationship Management are established scholars in both marketing and management, providing an integrated, state-of-the-art perspective on how internal relations affect marketing performance. This book presents extensive research and case studies to emphasize how employee satisfaction results in customer satisfaction.
Author: Michael D Hartline Publisher: Routledge ISBN: 113642380X Category : Business & Economics Languages : en Pages : 119
Book Description
Use these techniques to improve staff performance! Internal Relationship Management: Linking Human Resources to Marketing Performance shows how businesses can develop and maintain positive interactions between managers and employees. This book provides cutting-edge research on the management of internal customers (i.e., employees) that offers practical suggestions to improve internal service, employee performance, andultimatelyexternal marketing performance. This useful resource contains many special features to augment the text, including tables, figures, and models. Internal Relationship Management explores key issues, such as: internal relationship managementmanaging relationships with internal customers human resources activitiesactions taken to influence employee attitudes and work-related behaviors career entrythe initial stages of the internal relationship management process organizational supportservices provided to employees in an effort to support them With this book, you’ll gain a better understanding of: boundary spanners’ appraisals of career entry transitionfrom telecommunications, insurance, manufacturing, accounting, and retail firms the recruitment, selection, and retention of customer-contact service employees how internal communication processes affect boundary spanners’ satisfaction with organizational support services employee brandingemployees internalize the firm’s desired brand image to project it to customers and external stakeholders the internal customer mindsetthe importance employees place on serving internal customers The authors of Internal Relationship Management are established scholars in both marketing and management, providing an integrated, state-of-the-art perspective on how internal relations affect marketing performance. This book presents extensive research and case studies to emphasize how employee satisfaction results in customer satisfaction.
Author: Michael D Hartline Publisher: Routledge ISBN: 1136423877 Category : Business & Economics Languages : en Pages : 120
Book Description
Use these techniques to improve staff performance! Internal Relationship Management: Linking Human Resources to Marketing Performance shows how businesses can develop and maintain positive interactions between managers and employees. This book provides cutting-edge research on the management of internal customers (i.e., employees) that offers practical suggestions to improve internal service, employee performance, and—ultimately—external marketing performance. This useful resource contains many special features to augment the text, including tables, figures, and models. Internal Relationship Management explores key issues, such as: internal relationship management—managing relationships with internal customers human resources activities—actions taken to influence employee attitudes and work-related behaviors career entry—the initial stages of the internal relationship management process organizational support—services provided to employees in an effort to support them With this book, you’ll gain a better understanding of: boundary spanners’ appraisals of career entry transition—from telecommunications, insurance, manufacturing, accounting, and retail firms the recruitment, selection, and retention of customer-contact service employees how internal communication processes affect boundary spanners’ satisfaction with organizational support services employee branding—employees internalize the firm’s desired brand image to project it to customers and external stakeholders the internal customer mindset—the importance employees place on serving internal customers The authors of Internal Relationship Management are established scholars in both marketing and management, providing an integrated, state-of-the-art perspective on how internal relations affect marketing performance. This book presents extensive research and case studies to emphasize how employee satisfaction results in customer satisfaction.
Author: Santos, José Duarte Publisher: IGI Global ISBN: 1799872645 Category : Business & Economics Languages : en Pages : 355
Book Description
The healthcare sector has never been under as much pressure as it is today. This pressure has motivated organizations to reinvent themselves, forcing management and marketing to take a more active role. Due to this reinvention, organizations must incorporate a stronger culture of management and marketing orientation that allows companies to define their course, optimize their resources, communicate with their stakeholders more efficiently, and encourage customers to become more involved with the company. This need is particularly urgent in the healthcare sector, as its weight in the economy has grown recently and it must prepare for economic recovery. Management and Marketing for Improved Competitiveness and Performance in the Healthcare Sector provides knowledge and skills to apply management and marketing on strategic, tactical, and operational aspects with an emphasis on the healthcare industry. Various aspects of management and marketing, such as operations management, quality management, human resources, brand management, and digital marketing, are discussed. The book is ideal for management and marketing academics, their students (undergraduate/graduate programs), researchers, managers, advertisers, healthcare organizations, hospital boards, pharmaceutical representatives, and marketers who need to optimize the potential of management marketing applied in the healthcare industry.
Author: Frank L. Eichorn Publisher: Tate Pub & Enterprises Llc ISBN: 1933290862 Category : Computers Languages : en Pages : 118
Book Description
We all know how important customer service is, every company espouses it. But how often do we think about treating our internal colleagues with the same customer service levels as our external customers? Who Owns The Data? examines the relationships between IT departments in an organization and the business units they support and develops a holistic approach to improving these internal relationships. This book is targeted at executives, managers and team members at every level of an organization. It demonstrates the direct, positive impact of adopting Internal Customer Relationship Management principles on employee satisfaction, customer satisfaction and organizational performance.
Author: Thorsten Hennig-Thurau Publisher: Springer Science & Business Media ISBN: 3662097451 Category : Business & Economics Languages : en Pages : 454
Book Description
Relationship Marketing provides a comprehensive overview of the fundamentals and important recent developments in this fast-growing field. "This book makes a landmark contribution in assembling some of the best contemporary thinking about relationship marketing illustrated with concrete descriptions of companies in the automobile industry, consumer electronics, public utilities and so on, which are implementing relationship marketing. I highly recommend this to all companies who want to see what their future success will require." PROF. PHILIP KOTLER, NORTHWESTERN UNIVERSITY, ILLINOIS
Author: Richard J. Varey Publisher: Psychology Press ISBN: 9780415213189 Category : Business & Economics Languages : en Pages : 340
Book Description
This work represents a resource of the current research and conceptual development in internal marketing. It features case studies covering a wide range of sector and industry applications.
Author: Bartosz Deszczyński Publisher: Springer Nature ISBN: 3030673383 Category : Business & Economics Languages : en Pages : 294
Book Description
Relationship management (RM) is an essential part of business, but its success as a business model can be hard to measure, with some firms embracing a model that is truly relationship-orientated, while others claim to be relationship-orientated but in fact prefer transactional short-term gain. This open access book aims to develop a mid-range theory of relationship management, examining truly relationship-orientated firms to discover not only what qualities these firms have that make them successful at the RM model, but also what benefits this model has for the firm. It addresses questions like how RM-mature companies achieve and sustain competitive advantage, and what determines the scale and scope of these firms, illustrating with case studies. This book will be of interest to scholars studying leadership and strategy, especially those interested in relationship management, business ethics and corporate social responsibility. It will also be of interest to professionals looking to develop their understanding of relationship management.
Author: Margalina, Vasilica-Maria Publisher: IGI Global ISBN: 1799818616 Category : Business & Economics Languages : en Pages : 427
Book Description
Numerous clothing industries face highly dynamic environments, and growth in this environment depends upon both external and internal factors. External factors are represented by aggressive competition and volatile product demand. Internally, the industry must face an increasingly shorter life cycle of the product and the need to innovate both product and organizational development. The competitive advantage of the industry lies in its ability to design a value-creating system based on the management of both external and internal relationships. The successful management of these relationships relies not only on successful customer relationship management but also on effective product supply and demand upkeep. Management and Inter/Intra Organizational Relationships in the Textile and Apparel Industry provides emerging research exploring relevant theoretical frameworks and the latest empirical research underlining the complexity of management applications within the textile industry. Featuring coverage on a broad range of topics such as consumer relationships, cultural identity, and organizational culture, this book is ideally designed for researchers, academicians, professionals, and students working in various disciplines including management, industrial organization, organizational behavior, human resource management, decision science, design science, and information and communication. Moreover, the book will provide insights and support executives and managers of the textile and apparel industry concerned with the ethic design, contamination, and the management relationships with workers, customers, suppliers, the community, and organizational development.
Author: Srivastava Mallika Publisher: Vikas Publishing House ISBN: 9325974118 Category : Business & Economics Languages : en Pages : 368
Book Description
With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the front-end organizations that directly touch the customer. The book further discusses dynamics in CRM in services, business market, human resource and rural market. It also discusses the technology aspects of CRM like data mining, technological tools and most importantly social CRM. The book can serve as a guide for deploying CRM in an organization stating the critical success factors. KEY FEATURES • Basic concepts of CRM and environmental changes that lead to CRM adoption • Technological advancements that have served as catalyst for managing relationships • Customer strategy as a necessary and important element for managing every successful organization • CRM is not about developing a friendly relationship with the customers but involves developing strategies for retention, and using them for achieving very high levels of customer satisfaction • The concept of customer loyalty management as an important business strategy • The role of CRM in business market • The importance of people factor for the organization from the customer's perspective • Central role of customer related databases to successfully deliver CRM objectives • Data, people, infrastructure, and budget are the four main areas that support the desired CRM strategy
Author: Jean Paul Wijers Publisher: Amsterdam University Press ISBN: 9048540887 Category : Business & Economics Languages : en Pages : 257
Book Description
In an increasingly connected world, Strategic Relationship Management is a vital capability for successful organizations. The book Managing Authentic Relationships; Facing New Challenges in a Changing Context focuses on building and managing a strong network and reciprocal relationships for the entire organization by implementing a professional relationship management approach at strategic, tactical and operational level. Professional relationship management makes valuable and measurable contributions to the strategic goals of an organization by: - Expanding the organization's strategy to a Relationship Management Strategy. - Efficiently managing relationships and correctly mapping stakeholders. - Embedding clear responsibility for relationship management throughout the organization. - Measuring results and calculating the Return-on-Relationship. - Developing strong networking skills and networkers who are able to act as eyes and ears for the organization. - Organizing effective networking activities with measurable results. This book also offers a holistic view. Managing authentic relationships requires a shared understanding of what relationships are. It is impossible to develop succesful relationship management without authentic relationships based on trust and reciprocity.
Author: Michael D Hartline
Author: Michael D Hartline
Author: Michael D Hartline
Author: Santos, José Duarte
Author: Frank L. Eichorn
Author: Thorsten Hennig-Thurau
Author: Richard J. Varey
Author: Bartosz Deszczyński
Author: Margalina, Vasilica-Maria
Author: Srivastava Mallika
Author: Jean Paul Wijers