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Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major “Handbook of CRM” gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it.Based on recent knowledge, it is underpinned by: clear and comprehensive explanations of the key concepts in the field; vignettes and full cases from major businesses internationally; definitive references and notes to further sources of information on every aspect of CRM; and, templates and audit advice for assessing your own CRM needs and targets. This is the most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business. It offers a definitive, heavily researched, comprehensive overview, and key concepts allied to action templates. It is written by one of the first major marketing thinkers in the field and based on Cranfield Business School’s internationally acknowledged leadership in the field.
About the Author
Dr Adrian Payne is Professor of Services & Relationship Marketing and Director of the Centre for CRM at Cranfield School of Management, UK. He is an author of ten books on Relationship Marketing, CRM and Marketing Strategy. He undertakes research, gives keynote presentations, runs workshops and consults globally in CRM, relationship marketing and customer retention strategies.
Lectures on Urban Economics offers a rigorous but nontechnical treatment of major topics in urban economics. To make the book accessible to a broad range of readers, the analysis is diagrammatic rather than mathematical. Although nontechnical, the book relies on rigorous economic reasoning. In contrast to the cursory theoretical development often found in other textbooks, Lectures on Urban Economics offers thorough and exhaustive treatments of models relevant to each topic, with the goal of revealing the logic of economic reasoning while also teaching urban economics. Topics covered include reasons for the existence of cities, urban spatial structure, urban sprawl and land-use controls, freeway congestion, housing demand and tenure choice, housing policies, local public goods and services, pollution, crime, and quality of life. Footnotes throughout the book point to relevant exercises, which appear at the back of the book. These 22 extended exercises (containing 125 individual parts) develop numerical examples based on the models analyzed in the chapters. Lectures on Urban Economics is suitable for undergraduate use, as background reading for graduate students, or as a professional reference for economists and scholars interested in the urban economics perspective.
About the Author
Jan K. Brueckner is Professor of Economics at the University of California, Irvine, and former editor of the Journal of Urban Economics.
This text illuminates how content creators can systematically provide engaging journalism for today’s empowered audiences. Drawing on nearly a decade of significant research at Northwestern University’s Media Management Center, 17 Medill contributors analyze a lexicon of how people define their media experiences. They then offer best practices and case studies that show how a dozen of these rich experiences can make today’s media brands relevant and important.
The updated and expanded third edition of Tilly’s widely acclaimed book brings this analytical history of social movements fully up to date. Tilly and Wood cover such recent topics as the economic crisis and related protest actions around the globe while maintaining their attention to perennially important issues such as immigrants’ rights, new media technologies, and the role of bloggers and Facebook in social movement activities. With new coverage of colonialism and its impact on movement formation as well as coverage and analysis of the 2011 Arab Spring, this new edition of Social Movements adds more historical depth while capturing a new cycle of contention today. New to the Third Edition Expanded discussion of the Facebook revolution-and the significance of new technologies for social movements Analysis of current struggles-including the Arab Spring and pro-democracy movements in Egypt and Tunisia, Arizona’s pro- and anti-immigration movements, the Tea Party, and the movement inspired by Occupy Wall Street Expanded discussion of the way the emergence of capitalism affected the emergence of the social movement.
About the Author
Charles Tilly, Columbia University, is one of the premier sociologists of our time. Among his 50 highly influential books are Contentious Politics (Paradigm 2006) and Trust and Rule (Cambridge University Press 2005). Lesley Wood is Associate Professor of Sociology at York University in Toronto, Canada. She is the author of Direct Action, Deliberation and Diffusion (2012) and co-author of the third edition of Social Movements 1768-2012. She is an activist in the global justice and anti-poverty movements.
Today curators are sometimes more famous than the artists whose work they curate, and curatorship involves more than choosing objects for an exhibition. The expansion of the curatorial field in recent decades has raised questions about exhibition-making itself and the politics of production, display, and distribution. The Curatorial Conundrum looks at the burgeoning field of curatorship and tries to imagine its future. Indeed, practitioners and theorists consider a variety of futures: the future of curatorial education; the future of curatorial research; the future of curatorial and artistic practice; and the institutions that will make these other futures possible. The contributors examine the proliferation of graduate programs in curatorial studies over the last twenty years, and consider what can be taught without giving up what is precisely curatorial, within the ever-expanding parameters of curatorial practice in recent times. They discuss curating as collaborative research, asking what happens when exhibition operates as a mode of research in its own right. They explore curatorial practice as an exercise in questioning the world around us; and they speculate about what it will take to build new, innovative, and progressive curatorial research institutions. ContributorsNancy Adajania, Melanie Bouteloup, Nikita Yingqian Cai, Luis Camnitzer, Eddie Chambers, Zasha Cerizza Colah, Galit Eilat, Liam Gillick, Koyo Kouoh, Miguel A. Lopez, Hans Ulrich Obrist, Paul O’Neill, Tobias Ostrander, Joao Ribas, Sarah Rifky, Sumesh Sharma, Simon Sheikh, Lucy Steeds, Jeannine Tang, David The, Jelena Vesic & Vladimir Jeric Vlidi, What, How & for Whom/WHW, Mick Wilson, Vivian Ziherl Copublished with the Center for Curatorial Studies Bard College/Luma Foundation
About the Author
Paul O’Neill is a curator, artist, and writer who has curated or co-curated more than fifty projects. He is currently Director of the Graduate Program at the Center for Curatorial Studies at Bard College. Mick Wilson, an educator, researcher, artist, and writer, is Head of the Valand Academy of Arts, University of Gothenburg, Sweden. Lucy Steeds is a writer and teacher specialized in exhibitions of contemporary art. The editor of Exhibition (in the Documents of Contemporary Art series, MIT Press) she is Pathway Leader in Exhibition Studies at Central Saint Martins, University of the Arts London.
The McKinsey Mind: Understanding and Implementing the Problem-Solving Tools and Management Techniques of the World’s Top Strategic Consulting Firm
About the Author
Ethan M. Rasiel was a consultant in McKinsey & Co.’s New York office. His clients included major companies in finance, telecommunications, computing, and consumer goods sectors. Prior to joining McKinsey, Rasiel, who earned an MBA from the Wharton School at the University of Pennsylvania, was an equity fund manager at Mercury Asset Management in London, as well as an investment banker. Paul N. Friga worked for McKinsey & Co. in the Pittsburgh office after receiving his MBA from the Kenan-Flagler Business School at the University of North Carolina. He has conducted consulting projects relating to international expansion, acquisition and strategic planning, education, water, and other industries. He has also consulted for Price Waterhouse. He is currently pursuing his Ph.D. in Strategy at Kenan-Flagler and is Acting Director of the North Carolina Knowledge Management Center.