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.
Spreadsheet Modeling and Decision Analysis: A Practical Introduction to Business Analytics 7th Edition
Updated for use with Microsoft Office Excel 2013, Spreadsheet Modeling and Decision Analysis, 7th Edition, provides you with succinct instruction in the most commonly used management science techniques and shows you how these tools can be implemented using the most current version of Excel for Windows. This text also focuses on helping you develop algebraic and spreadsheet modeling skills.
Analytic Solver Platform replaces Risk Solver Platform in this edition. Analytic Solver Platform includes all of the capabilities of risk Solver for risk analysis and Monte Carlo simulation, all of the capabilities of Premium Solver Platform for optimization, and new capabilities for finding robust optimal decisions using simulation, optimization, stochastic programming, and robust optimization methods.
Business Statistics in Practice, Seventh Edition provides a modern, practical and unique framework for teaching an introductory course in Business Statistics. The textbook employs realistic examples, continuing case studies and a business improvement theme to teach the material. The Seventh Edition features more concise and lucid explanations, an improved topic flow and a sensible use of the best and most compelling examples.
This 13th edition of Lesikar’s Business CommunicationDigital World, by Kathryn Rentz, and Paula Lentz brings the contemporary perspective of two expert teachers to Ray Lesikar’s classic textbook. Taking a unique problem-solving approach, it integrates current technologies and trends throughout, while maintaining an emphasis on the fundamentals: careful analysis of the communication problem, development of an audience-focused solution, and clear, correct use of language and visuals. Combined with abundant realistic examples, exercises, and cases, this approach makes Lesikar one of the most pedagogically effective books in the field.
“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.