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.
How To Be Happy: How Developing Your Confidence, Resilience, Appreciation and Communication Can Lead to a Happier, Healthier You
We all have the capacity to be happy. There may be occasions in your life where this seems a challenging concept, however there are some very definite things that you can do to make sure that you are happy more often than not. After all, happy people get sick less often, they have more energy, are more creative, sustain more positive relationships and are more fun to be around.
With the help of Liggy Webb, you can create your own personal happiness toolkit! How to be Happy will help you feel more self-empowered and in control of any situation, helping you progress in your work and personal life.
You will learn how to:
• Build your self-confidence to make the best of who you are
• Be open to learning new things, to become more effective and creative
• Develop an attitude of gratitude to appreciate life more
• Encourage and sustain positive relationships
• Build your resilience and emotional strength to cope with stress and manage change
• Foster a healthy attitude and get fit for life
You can make the decision right now to be happier if you really want to be. Life is what you make it – so learn how to be happy, effective and energetic – and watch how it inspires those around you.
The new edition of Essentials of Business Statistics delivers clear and understandable explanations of core business statistics concepts, making it ideal for a one-term course in business statistics. The author team emphasize the importance of interpreting statistical results to make effective decisions to improve business processes. The text offers real applications of statistics that are relevant to today’s business students which can be seen in the continuing case studies throughout the book. Continuing cases span throughout a chapter or even groups of chapters, easing students into new topic areas.
About the Author
Bruce L. Bowerman is a professor of decision sciences at Miami University in Oxford, Ohio. He received his Ph.D. degree in statistics from Iowa State University in 1974, and he has over 37 years of experience teaching basic statistics, regression analysis, time series forecasting, survey sampling, and design of experiments to both undergraduate and graduate students. In 1987 Professor Bowerman received an Outstanding Teaching award from the Miami University senior class, and in 1992 he received and Effective Educator award from the Richard T. Farmer School of Business Administration. Together with Richard T. O’Connell, Professor Bowerman has written 11 textbooks. These include Forecasting and Time Series: An Applied Approach and Forecasting, Time Series, and Regression: An Applied Approach (also coauthored with Anne B. Koehler); The first edition of Forecasting and Time Series earned an Outstanding Academic Book award from Choice magazine.
Richard T. O’Connell is an associate professor of decision sciences at Miami University in Oxford, Ohio. He has more than 32 years of experience teaching basic statistics, statistical quality control and process improvement, regression analysis, time series forecasting, and design of experiments to both undergraduate and graduate business students. In 2000 Professor O’Connell received an Effective Educator award from the Richard T. Farmer School of Business Administration. Together with Bruce L. Bowerman, he has written seven textbooks. These include Forecasting and Time Series: An Applied Approach and Linear Statistical Models: An Applied Approach. He is one of the first college instructors in the United States to integrate statistical process control and process improvement methodology into his basic business statistics course. He (with Professor Bowerman) has written several articles advocating this approach.
James Burdeane “Deane” Orris J.B. Orris is a professor of management science at Butler University in Indianapolis, Indiana. He received his Ph.D. from the University of Illinois in 1971, and in the late 1970s with the advent of personal computers, he combined his interest in statistics and computers to write one of the first personal computer statistics packages—MICROSTAT. Over the past 20 years, MICROSTAT has evolved into MegaStat, which is an Excel add-in statistics program. In 1999 he wrote an Excel book (Essentials: Excel 2000 Advanced) and has done work in neural networks, spreadsheet simulation, and statistical analysis for many research projects. He has taught statistics and computer courses in the College of Business Administration of Butler University since 1971. He is a member of the American Statistical Association and is past president of the Central Indiana Chapter. In his spare time, Professor Orris enjoys reading, working out, and working in his woodworking shop.
This write-in workbook is an invaluable resource to help students’ improve their Maths and English skills and help prepare for Level 1 and Level 2 Functional Skills exams. The real-life questions are all written with a business administration context to help students find essential Maths and English theory understandable, engaging and achievable. Written by Carol Vella, lecturer with a wealth of experience in the Retail and Business Administration industry, this workbook is an effective resource to support Maths and English learning in the classroom, at work and for personal study at home.
Quantitative Methods for Business Research: Using Microsoft® Excel® with CourseMate and eBook Access Card)1st Edition
About the Author
Gerard Duignan (BBc, DipTchg) has a background in radio programming and management. He combines his role as lecturer in radio at the New Zealand Broadcasting School with his research interest in documenting the history of New Zealand radio broadcasters.