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.
Business Analysis and Valuation, Third IFRS Edition provides comprehensive coverage on how to use financial statement data in a variety of business analysis and valuation contexts. The text’s key strength is that it both offers a framework for business analysis and valuation but also shows how this framework can be applied in a variety of decision-making contexts. The text is thoroughly IFRS based. For example, the chapters on accounting analysis prepare students for the task of analyzing IFRS-based financial statements; all numerical examples of accounting adjustments describe adjustments to IFRS-based financial statements; and the terminology used throughout is IFRS-consistent. Business Analysis and Valuation, Third IFRS Edition is ideal for modules in financial statement analysis taken by MBA students, Masters in Accounting students, Executive Program participants and upper level undergraduates in accounting and finance.
Lind/Marchal/Wathen is a perennial market best seller due to its comprehensive coverage of statistical concepts and methods delivered in a student friendly, step-by-step format. The text presents concepts clearly and succinctly with a conversational writing style and illustrates concepts through the liberal use of business-focused examples that are relevant to the current world of a college student. Known as a “student’s text,” Lind’s supporting pedagogy includes self-reviews, cumulative exercises, and coverage of software applications including Excel, Minitab, and MegaStat for Excel. And now, McGraw-Hill’s adaptive learning component, LearnSmart, provides assignable modules that help students master chapter core concepts and come to class more prepared. In addition, resources within Connect Plus help students solve problems and apply what they’ve learned. Lind’s real-world examples, comprehensive coverage, and superior pedagogy combine with a complete digital solution to help students achieve higher outcomes in the course.
First published in 1994, Deon Rossouw’s Business Ethics has become the foundation text for business students in South Africa. This edition is an adaptation of the book with the addition of topics which address business ethics in the Malaysian perspective. Useful for both students and practitioners, this book addresses key ethical issues affecting corporate communities in the twenty-first century. It tracks global developments such as the growing emphasis on triple bottom-line reporting while addressing problems particularly relevant in the Malaysian context.