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Author: Jim Sterne Publisher: ISBN: Category : Business & Economics Languages : en Pages : 360
Book Description
From managing your corporate image to organizing information and making it readily available to prospects, this book explores both the technical and strategic issues of tapping into the very latest Web methods. This book also provides a cost/benefit analysis and makes recommendations on what type of information a company should provide over the Net.
Author: Jim Sterne Publisher: ISBN: Category : Business & Economics Languages : en Pages : 360
Book Description
From managing your corporate image to organizing information and making it readily available to prospects, this book explores both the technical and strategic issues of tapping into the very latest Web methods. This book also provides a cost/benefit analysis and makes recommendations on what type of information a company should provide over the Net.
Author: Patricia B. Seybold Publisher: Random House Business Books ISBN: 9780712680714 Category : Business & Economics Languages : en Pages : 386
Book Description
This text shows how to use the Internet to keep customers, increase sales, and improve profits. It offers practical, easy-to-understand and apply advice based on proven marketing principles and on real, detailed case-studies of how well-known corporations are using the Internet successfully.
Author: Tymoteusz Doligalski Publisher: Springer ISBN: 3319098551 Category : Business & Economics Languages : en Pages : 162
Book Description
Customer value management is a managerial approach in which customers are perceived as the company’s asset, the value of which may be measured and increased through the organization of processes around customer relationships. This book deals with the topic of managing customer lifetime value on the internet, and more specifically on including the role of the internet in customer value proposition to enhance stakeholder and shareholder value. This book also discusses the possibilities of internet-based customer value management and presents a model describing the process leading to it. Its uniqueness lies in presenting a managerial approach to customer relationships rather than offering just another tool of e-marketing. The author’s approach is not limited by branches or sectors – differences in customer value management approaches are perceived through a prism of relationships between the company and its customers.
Author: Donald W. Blohowiak Publisher: Penguin ISBN: 9780028619538 Category : Business & Economics Languages : en Pages : 366
Book Description
Describes how to create a service-oriented organization, including training customer service representatives, soothing angry customers, and understanding employee and customer motivation
Author: Barton J. Goldenberg Publisher: Pearson Education ISBN: 0134133900 Category : Business & Economics Languages : en Pages : 273
Book Description
Social CRM is already enabling innovative companies to engage customers through powerfully effective two-way dialogues, and to build customer-centric strategies that drive real value. In this book the field's leading expert offers a proven, four-step methodology for making Social CRM work in any organization: B2B, B2C, or B2B2C. Writing for both decision-makers and implementers, Barton Goldenberg shows how to integrate people, process and technology to optimize relationships with every customer, achieve seamless collaboration across customer-facing functions, and make the most of today's leading social platforms. Goldenberg shows how to: Systematically harvest information from Social Media conversations and communities: Facebook, Twitter, LinkedIn, Google+, and beyond Integrate this information into expanded customer profiles Use these profiles to personalize your customer service, marketing messages, and sales offers far more effectively Goldenberg assesses the changing impact of social media on customer relationships, identifies smarter ways to profitably integrate it throughout your business, guides you through Social CRM planning and implementation, and examines key challenges and opportunities in leveraging Social CRM after you've deployed it. You'll find practical advice on issues ranging from strategy to software selection, vendor negotiation to team development and day-to-day operations. Goldenberg concludes by previewing the future of Social CRM - and the fast-changing customer tomorrow's systems must serve.
Author: Paul Ferguson Publisher: ISBN: Category : Computers Languages : en Pages : 296
Book Description
Develop cost-effective, long-term solutions to your network traffic control problems. Even if you can find the money to do it, overengineering your network will not solve your traffic flow problems. As the authors of this groundbreaking guide clearly demonstrate, the best long-term solution to network congestion and bottlenecks can be found in a set of Quality of Service (QoS) architectures, policies, and technologies known as differentiated Classes of Service (CoS). Quality of Service is a valuable working resource for technical managers charged with solving the problem of how to handle the exploding volume of traffic on their companies' networks. The authors explore the roots of the current network traffic control crisis and they provide a realistic assessment of the gamut of standard, new, and emerging QoS/CoS technologies. They consider all crucial, design, cost, and support issues surrounding quality of service deployment for all types of networks, including intranets and multimedia networks. And they provide managers with a rational framework for finding the most cost-effective QoS/CoS solutions to their organizations' long-term networking goals. Key technical issues covered include: * Queuing disciplines, traffic shaping, and admission control techniques * Quality and differentiation hooks found in TCP/IP * Getting the most out of Frame Relay and ATM technologies * QoS/CoS techniques for dial-up services * Integrated Services Architecture and RSVP. Visit this book's companion website at www.wiley.com/compbooks/ferguson
Author: Sarah Cook Publisher: Kogan Page Publishers ISBN: 0749450665 Category : Business & Economics Languages : en Pages : 288
Book Description
Emphasizing both strategic and practical aspects of customer care, this work explains how gaining customer commitment and motivating employees to deliver an excellent service at all of a company's touch points can ensure successful results and satisfied customers.
Author: Merilynn Van Der Wagen Publisher: Routledge ISBN: 1136412352 Category : Business & Economics Languages : en Pages : 209
Book Description
Customer Service Intelligence uses a wide range of management and educational theories to provide different approaches that can be incorporated as part of the customer service trainer’s toolkit. Concepts such as: • emotional intelligence • behaviour modification • role modelling • dimensions of procedure and conviviality • expectancy theory • socio-cultural concepts of (service) community • customer service as dynamic 'object' in activity theory • Zen mindfulness all form the basis of training design in different contexts. Some trainers are dealing with new employees in fast food environments, others are retraining engineers in customer service provision as part of a strategic marketing initiative. This book enables the trainer to review the context for training and select the most appropriate approach to take. The training design is thus carefully thought through for maximum impact on the audience. Professionalism in customer service training is essential for the growth of many industries. This complex and challenging task is assisted by these perspectives, recommendations and case studies.
Author: Douglas E. Comer Publisher: CRC Press ISBN: 0429824440 Category : Computers Languages : en Pages : 622
Book Description
The Internet Book, Fifth Edition explains how computers communicate, what the Internet is, how the Internet works, and what services the Internet offers. It is designed for readers who do not have a strong technical background — early chapters clearly explain the terminology and concepts needed to understand all the services. It helps the reader to understand the technology behind the Internet, appreciate how the Internet can be used, and discover why people find it so exciting. In addition, it explains the origins of the Internet and shows the reader how rapidly it has grown. It also provides information on how to avoid scams and exaggerated marketing claims. The first section of the book introduces communication system concepts and terminology. The second section reviews the history of the Internet and its incredible growth. It documents the rate at which the digital revolution occurred, and provides background that will help readers appreciate the significance of the underlying design. The third section describes basic Internet technology and capabilities. It examines how Internet hardware is organized and how software provides communication. This section provides the foundation for later chapters, and will help readers ask good questions and make better decisions when salespeople offer Internet products and services. The final section describes application services currently available on the Internet. For each service, the book explains both what the service offers and how the service works. About the Author Dr. Douglas Comer is a Distinguished Professor at Purdue University in the departments of Computer Science and Electrical and Computer Engineering. He has created and enjoys teaching undergraduate and graduate courses on computer networks and Internets, operating systems, computer architecture, and computer software. One of the researchers who contributed to the Internet as it was being formed in the late 1970s and 1980s, he has served as a member of the Internet Architecture Board, the group responsible for guiding the Internet’s development. Prof. Comer is an internationally recognized expert on computer networking, the TCP/IP protocols, and the Internet, who presents lectures to a wide range of audiences. In addition to research articles, he has written a series of textbooks that describe the technical details of the Internet. Prof. Comer’s books have been translated into many languages, and are used in industry as well as computer science, engineering, and business departments around the world. Prof. Comer joined the Internet project in the late 1970s, and has had a high-speed Internet connection to his home since 1981. He wrote this book as a response to everyone who has asked him for an explanation of the Internet that is both technically correct and easily understood by anyone. An Internet enthusiast, Comer displays INTRNET on the license plate of his car.
Author: Emmanuel Danstan Chinunda Publisher: Xlibris Corporation ISBN: 1493138294 Category : Business & Economics Languages : en Pages : 199
Book Description
Customer Service: The Kingpin of Business Success in Africa is a must read as it communicates how the power of customer service can revolutionise business on the African continent. The book uses proverbs and wise sayings to captivate the reader into action. The book captures both the African and Western experience to position the reader as a global player in the world of customer service. The book is a change agent and provides a platform how customer service can transform the African continent. The uniqueness of the book is that it uses both Western and African proverbs to help the reader to gain insight into the African culture. It stresses, motivates and inspires the reader to bring revolution to his or her world of service. You will surely bring transformation to your world after mastering the mysteries buried in this book. Its concepts are simple and easy to follow and drive you into business success.
Author: Jim Sterne
Author: Jim Sterne
Author: Patricia B. Seybold
Author: Tymoteusz Doligalski
Author: Donald W. Blohowiak
Author: Barton J. Goldenberg
Author: Paul Ferguson
Author: Sarah Cook
Author: Merilynn Van Der Wagen
Author: Douglas E. Comer
Author: Emmanuel Danstan Chinunda