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The The Art of CRM

Author : Max Fatouretchi

Publisher : Packt Publishing Ltd

Page : 361 pages

File Size : 25,10 MB

Release : 2019-05-22

Category : Computers

ISBN : 1789531233

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Book Description

This CRM masterclass gives you a proven approach to modern customer relationship management Key FeaturesProven techniques to architect CRM systems that perform well, that are built on time and on budget, and that deliver value for many yearsCombines technical knowledge and business experience to provide a powerful guide to CRM implementationCovers modern CRM opportunities and challenges including machine learning, cloud hosting, and GDPR complianceBook Description CRM systems have delivered huge value to organizations. This book shares proven and cutting-edge techniques to increase the power of CRM even further. In The Art of CRM, Max Fatouretchi shares his decades of experience building successful CRM systems that make a real difference to business performance. Through clear processes, actionable advice, and informative case studies, The Art of CRM teaches you to design successful CRM systems for your clients. Fatouretchi, founder of Academy4CRM institute, draws on his experience over 20 years and 200 CRM implementations worldwide. Bringing CRM bang up to date, The Art of CRM shows how to add AI and machine learning, ensure compliance with GDPR, and choose between on-premise, cloud, and hybrid hosting solutions. If you’re looking for an expert guide to real-world CRM implementations, this book is for you. What you will learnDeliver CRM systems that are on time, on budget, and bring lasting value to organizationsBuild CRM that excels at operations, analytics, and collaborationGather requirements effectively: identify key pain points, objectives, and functional requirementsDevelop customer insight through 360-degree client view and client profilingTurn customer requirements into a CRM design specArchitect your CRM platformBring machine learning and artificial intelligence into your CRM systemEnsure compliance with GDPR and other critical regulationsChoose between on-premise, cloud, and hybrid hosting solutionsWho this book is for CRM practitioners who want to update their work with new, proven techniques and approaches



CRM in Real Time

Author : Barton J. Goldenberg

Publisher : Information Today, Inc.

Page : 388 pages

File Size : 48,12 MB

Release : 2008

Category : Business & Economics

ISBN : 9780910965804

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Book Description

This comprehensive guide to Customer Relationship Management (CRM) draws on Barton Goldenbergs 20 plus years of experience guiding firms to a successful implementation of CRM solutions and techniques. Goldenberg demonstrates how the right mix of people, process, and technology can help firms achieve a superior level of customer satisfaction, loyalty, and new business. Beginning with a primer for executives who need to get quickly up-to-speed on CRM, the book covers a full range of critical issues including integration challenges and security concerns, and illuminates CRMs key role in the 24/7/365 real-time business revolution. CRM in Real Time is an essential guide for any organization seeking to maximize customer relationships, coordinate customer-facing functions, and leverage the power of the Internet as business goes real time.



Customer Relationship Management

Author : V. Kumar

Publisher : Springer

Page : 422 pages

File Size : 22,40 MB

Release : 2018-05-15

Category : Business & Economics

ISBN : 3662553813

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Book Description

This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is 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. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.



The Art of Support

Author : Francoise Tourniaire

Publisher : Lulu.com

Page : 389 pages

File Size : 17,63 MB

Release : 2016-02-02

Category : Business & Economics

ISBN : 1329873319

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Book Description

Are you a customer success or support executive curious about adapting industry best practices to your organization? Are you a newly-promoted customer success or support manager with plenty of ideas, but not much management experience? Or are you an executive with no hands-on experience with customer success, but wanting to learn more about how to decrease churn and improve revenue expansion from existing customers? The Art of Support is a practical guide for managers and executives that answers your questions. In it, you will find: - Best practices for customer success and support, from designing customer lifecycle journeys, to managing day-to-day activities, to measuring results. - Nuanced recommendations to build or improve your organization. - Dozens of practical tools you can use right away such as customer scorecards, sample support portfolios, hiring checklists, decision trees for selecting support models, job ladders, and budget templates.



The Definitive Guide to Social CRM

Author : Barton J. Goldenberg

Publisher : Pearson Education

Page : 273 pages

File Size : 38,57 MB

Release : 2015

Category : Business & Economics

ISBN : 0134133900

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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.



Customer Relationship Management

Author : Francis Buttle

Publisher : Routledge

Page : 495 pages

File Size : 24,94 MB

Release : 2009

Category : Business & Economics

ISBN : 1856175227

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Book Description

This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.



MASTERING DATA MINING: THE ART AND SCIENCE OF CUSTOMER RELATIONSHIP MANAGEMENT

Author : Michael J. A. Berry

Publisher :

Page : 512 pages

File Size : 34,93 MB

Release : 2008-09-01

Category :

ISBN : 9788126518258

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Book Description

Special Features: · Best-in-class data mining techniques for solving critical problems in all areas of business· Explains how to pick the right data mining techniques for specific problems· Shows how to perform analysis and evaluate results· Features real-world examples from across various industry sectors· Companion Web site with updates on data mining products and service providers About The Book: Companies have invested in building data warehouses to capture vast amounts of customer information. The payoff comes with mining or getting access to the data within this information gold mine to make better business decisions. Readers and reviewers loved Berry and Linoff's first book, Data Mining Techniques, because the authors so clearly illustrate practical techniques with real benefits for improved marketing and sales. Mastering Data Mining takes off from there-assuming readers know the basic techniques covered in the first book, the authors focus on how to best apply these techniques to real business cases. They start with simple applications and work up to the most powerful and sophisticated examples over the course of about 20 cases. (Ralph Kimball used this same approach in his highly successful Data Warehouse Toolkit). As with their first book, Mastering Data Mining is sufficiently technical for database analysts, but is accessible to technically savvy business and marketing managers. It should also appeal to a new breed of database marketing managers.



The Art of People

Author : Dave Kerpen

Publisher : Crown Currency

Page : 290 pages

File Size : 31,40 MB

Release : 2016-03-15

Category : Business & Economics

ISBN : 0553419412

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Book Description

What does it take to win success and influence? Some people think that in today’s hyper-competitive world, it’s the tough, take-no-prisoners type who comes out on top. But in reality, argues New York Times bestselling author Dave Kerpen, it’s actually those with the best people skills who win the day. Those who build the right relationships. Those who truly understand and connect with their colleagues, their customers, their partners. Those who can teach, lead, and inspire. In a world where we are constantly connected, and social media has become the primary way we communicate, the key to getting ahead is being the person others like, respect, and trust. Because no matter who you are or what profession you're in, success is contingent less on what you can do for yourself, but on what other people are willing to do for you. Here, through 53 bite-sized, easy-to-execute, and often counterintuitive tips, you’ll learn to master the 11 People Skills that will get you more of what you want at work, at home, and in life. For example, you’ll learn: · The single most important question you can ever ask to win attention in a meeting · The one simple key to networking that nobody talks about · How to remain top of mind for thousands of people, everyday · Why it usually pays to be the one to give the bad news · How to blow off the right people · And why, when in doubt, buy him a Bonsai A book best described as “How to Win Friends and Influence People for today’s world,” The Art of People shows how to charm and win over anyone to be more successful at work and outside of it.



The Comprehensive Resource Model

Author : Lisa Schwarz

Publisher : Taylor & Francis

Page : 271 pages

File Size : 32,33 MB

Release : 2016-10-04

Category : Psychology

ISBN : 1317425545

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Book Description

Traditional methods employed in psychotherapy have limited effectiveness when it comes to healing the psychological effects of trauma, in particular, complex trauma. While a client may seem to make significant breakthroughs in understanding their feelings and experiences on a rational level by talking with a therapist, this will make no difference to their post-traumatic symptoms if the midbrain is unable to modulate its activity in response. The Comprehensive Resource Model argues for a novel therapeutic approach, which uniquely bridges neuroscience and spirituality through a combination of somatic therapy, traditional psychotherapy, and indigenous healing concepts to provide effective relief to survivors of trauma. The Comprehensive Resource Model was developed in response to the need for a streamlined, integrative therapeutic model; one which engages a scaffolding of neurobiological resources in many brain structures simultaneously in order for clients to be fully embodied and conscious in the present moment while processing their traumatic material. All three phases of trauma therapy: resourcing, processing, and integration are done simultaneously. Demonstrating a nested model and employing brain and body-based physiological safety as the foundation of healing, chapters describe three primary categories of targeted processing: implicit and explicit survival terror, ‘Little T Truths’, and ‘Big T Truths’, all of which contribute to thorough healing of complex trauma and an expansion into higher states of consciousness and embodiment of the essential core self. This book describes the development and benefits of this pioneering new approach to trauma therapy. As such, it will be of key interest to academics, researchers and postgraduate students in the fields of psychiatry, psychotherapy, psychology and trauma studies. It will also appeal to practising therapists, psychiatrists, psychologists, psychiatric nurses, and to others involved in the treatment or management of patients with complex trauma disorders.



Customer Relationship Management

Author : Roger J. Baran

Publisher : Taylor & Francis

Page : 457 pages

File Size : 29,46 MB

Release : 2016-12-08

Category : Business & Economics

ISBN : 1317419332

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Book Description

This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management.