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Sách Managing Customer Experience and Relationships A Strategic Framework (Sách keo gáy, bìa mềm)
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.
Categories:Business & Economics - Management & Leadership
Year:2016
Edition:3
Language:english
Pages:624
