Language : English
Published : 2016-11-14
Pages : 624
Managing Customer Experience and Relationships
Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you’ll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or training session. The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction. Understand the fundamental principles of the customer relationship Implement the IDIC model to improve CRM ROI Identify essential metrics for CRM evaluation and optimization Increase customer loyalty to drive profits and boost margins Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal—but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.
Statistical data analysis is the backbone of sound business decision making. Finding the right tool to analyse a particular business problem is the key to such problem solving. Learning the fundamentals of statistical reasoning and data analysis – you will be on the way to becoming a better manager, analyst or economist. By providing a framework for solving statistical problems, this sixth edition of Australian Business Statistics teaches skills that you can use throughout your career. The book shows you how to analyse data effectively by focusing on the relationship between the kind of problem you face, the type of data involved and the appropriate statistical technique for solving the problem. Business Statistics 6e, emphasizes applications over theory. It illustrates how vital statistical methods and tools are for today’s managers and analysts and how to apply them to business problems using real-world data. Using a proven three-step Identify-Compute-Interpret (ICI) approach to problem solving, the text teaches you how to (1) IDENTIFY the correct statistical technique by focusing on the problem objective and data type; (2) COMPUTE the statistics doing them by hand and using Excel; and (3) INTERPRET results in the context of the problem. This unique approach enhances your comprehension and practical skills. The text’s vast assortment of data-driven examples, exercises, and cases covers the various functional areas of business, demonstrating the statistical applications that marketing managers, financial analysts, accountants, economists, and others use. Learning resources such as CourseMate maximize study time to help you achieve the results you want. Completely up-to-date, the sixth edition offers comprehensive coverage, current examples, and an increased focus on applications in the real world.
Business Communication: Building Critical Skills was built to provide the ultimate in freedom, flexibility, and focused classroom. Broken into 30 modular chapters, this text provides topic-focused modules, allowing instructors to customize their resources piece-by-piece to best suite their course and teaching style. Each module has a strong workplace activity orientation, supporting students to build critical skills in writing, speaking, and listening. Locker/Kaczmarek is grounded in solid business communication fundamentals, and supports students to piece together what is needed to be a successful communicator for the 21st century.
Spread over 19 chapters, this textbook provides fundamental information about International Business, which includes concepts and theories in business and management discipline with highlights on Asian business practices.
“The Business Environment” provides a flexible and comprehensive learning experience for modern PESTLE-driven courses by using a two-tier approach. The book offers an accessible introduction to the business environment model, taking into account curriculum and blended learning developments. For those new to business and business economics it introduces the key concepts, theory and examples (covering marketing, human resource management, operations management, finance), whilst also maintaining the depth and rigour needed for both undergraduate and postgraduate level study. The accompanying CourseMate offers a host of practical material mapped specifically to each chapter, and provides the overall product with unrivalled depth and coverage for the levels targeted. This textbook is autopackaged with CourseMate. CourseMate brings course concepts to life with interactive learning, study, and exam preparation tools that support the printed textbook and the textbook-specific website. CourseMate includes an integrated eBook and interactive teaching and learning tools including quizzes, flashcards, videos, and more and an EngagementTracker, a first-of-its-kind tool that monitors student engagement in the course.