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CRM at the Speed of Light Fourth Edition

CRM at the Speed of Light  Fourth Edition Author Paul Greenberg
ISBN-10 0071590463
Release 2008-10-01
Pages 698
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Social CRM is critical to business success in today's hyper-connected environment. Customers' expectations are so great and their demands so empowered that a Social CRM strategy must be built around collaboration and customers engagement, not traditional operational customer management. It's the company's response to the customer's control of the conversation that makes Social CRM work. Written by CRM guru Paul Greenberg, CRM at the Speed of Light, Fourth Edition, reveals best practices for a successful Social CRM implementation. Greenberg explains how this new paradigm involves the customer in a synergetic discussion to provide mutually beneficial value in a trusted and transparent business environment. Throughout this definitive volume, you'll find examples of the new strategies for customer engagement and collaboration being used by cutting-edge companies, along with expert guidance on how your organization can and should adopt these innovations. CRM at the Speed of Light, Fourth Edition, reviews the latest technological developments in the operational side of CRM, including vertical applications, and explains the fundamentals of the multifaceted CRM framework. Find out why Paul Greenberg was named the #1 CRM influencer by InsideCRM in the completely recast edition of this international bestseller. Praise for CRM at the Speed of Light "[This book] is a testament to Greenberg's profound grasp of the control revolution that is upon us. Customers seizing control from business. Citizens demanding control and accountability from their governments. Political campaigns and charities being rewarded by shifting power to their supporters. Quite simply, it is the definitive work for anyone committed to putting the social customer at the center of their operation." -- Brian Komar, Director of Interacitve Marketing and CRM, Center for American Progress "With great insights, great stories, and great information, Paul Greenberg analyzes the impact of every major industry development on vendor/customer relationships. Not only is he on top of his game, he makes reading this edition as enjoyable as it was to read the previous three. This is an absolute must-read for anyone serious about understanding how to best serve today's social customer." -- Brent Leary, CRM industry analyst and co-author of Barack 2.0: Social Media Lessons for Small Business "This edition is packed with new insights about how online conversations are changing the nature of customer relations. Think the CRM market is crazy now? Hitch a ride on Greenberg's shoulders because you ain't seen nothing yet." -- Paul Gillin, author of The New Influencers and Secrets of Social Media Marketing." "As we make the shift to SCRM, Paul's insights provide a much needed framework on how to navigate a more connected, social, and collaborative enterprise." -- R "Ray" Wang, Partner, Enterprise Strategy, Altimeter Group, LLC "Paul Greenberg is one of the most astute minds in CRM and social media today. His book remains the bible for companies employing CRM. The added focus on blending new and social media into Paul's philosophy of CRM will keep this as the first book companies reach for to enhance the customer relationship in the new century." -- Jay Dunn, Vice President of Marketing, Lane Bryant "Paul Greenberg shares his unparalleled expertise on the dramatic evolution from CRM 1.0 to CRM 2.0 with unique insightful examples. It is a must read for anyone looking to transform the potential of CRM into long-lasting competitive advantage in a rapidly changing business environment." -- Jujhar Singh, Senior Vice President, SAP CRM Product Management



Managing Customers for Profit

Managing Customers for Profit Author V. Kumar
ISBN-10 0132716216
Release 2008-01-10
Pages 320
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“This is a milestone book in marketing. Most companies claim they are focused on customers, but even those who are, probably do not take a scientific approach to customer management. Professor V. Kumar is the acknowledged expert on the science of customer management. This important book raises all the key questions in managing customers, provides the analytical tools for optimization, and illustrates these tools with a number of company examples.” —Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing, Kellogg School of Management, Northwestern University “Delivering lasting client value is at the heart of profitable businesses today. Managing Customers for Profit provides a compelling, empirically-tested approach to significantly enhance traditional customer relationship management initiatives. I highly recommend this book to all those interested in cultivating lasting profitable growth relationships with current and future clients.” —Tim Bohling, Vice President, Market Intelligence, IBM Americas “Executives are too often guided by backward-looking, short-term metrics. This book shows how a focus on Customer Lifetime Value (CLV) can change management toward long-term results by providing a fresh perspective on customer targeting, retention, and loyalty. Highly recommended—it shows you the way toward strategic customer thinking.” —Dave Aaker, Vice-Chairman, Prophet, Author of Brand Portfolio Strategy This book shows you how. Leading marketing expert V. Kumar shows how to use Customer Lifetime Value (CLV) to target customers with higher profit potential…manage and reward existing customers based on their profitability…and invest in high-profit customers to prevent attrition and ensure future profitability. Kumar introduces customer-centric approaches to allocating marketing resources for maximum effectiveness…pitching the right products to the right customers at the right time…determining when a customer is likely to leave, and whether to intervene…managing multichannel shopping… even calculating a customer’s referral value. Drawing on his extensive experience consulting with world-class marketing organizations, Kumar illuminates the challenges of transitioning from a product-centric to a customer-centric approach and presents proven solutions. Simply put, this book’s techniques offer marketing executives a complete framework for linking their investments to business value—and maximizing the lifetime value of every single customer. Foreword xiii Preface xv Acknowledgments xviii About the Author xix Chapter 1: Introduction 1 Chapter 2: Maximizing Profitability 11 Chapter 3: Customer Selection Metrics 29 Chapter 4: Managing Customer Profitability 59 Chapter 5: Maximizing Customer Profitability 75 Chapter 6: Managing Loyalty and Profitability Simultaneously 93 Chapter 7: Optimal Allocation of Resources across Marketing and Communication Strategies 113 Chapter 8: Pitching the Right Product to the Right Customer at the Right Time 127 Chapter 9: Preventing Attrition of Customers 143 Chapter 10: Managing Multichannel Shoppers 163 Chapter 11: Linking Investments in Branding to Customer Profitability 187 Chapter 12: Acquiring Profitable Customers 205 Chapter 13: Managing Customer Referral Behavior 223 Chapter 14: Organizational and Implementation Challenges 249 Chapter 15: The Future of Customer Management 267 Index 283



CRM at the Speed of Light Third Edition Essential Customer Strategies for the 21st Century

CRM at the Speed of Light  Third Edition   Essential Customer Strategies for the 21st Century Author Paul Greenberg
ISBN-10 0072231734
Release 2004-07-26
Pages 688
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Updated to reflect the major changes in Customer Relationship Management (CRM) in the last few years, this third edition of CRM at the Speed of Light: Capturing and Keeping Customers in Real Time is a must-read for executives looking to leverage the latest technologies on the market to reach and retain customers. Learn CRM concepts, discover what tools are available and which ones are suitable for your business, and get practical, expert advice on avoiding common pitfalls.



Social Media Metrics

Social Media Metrics Author Jim Sterne
ISBN-10 047062258X
Release 2010-03-18
Pages 256
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The only guide devoted exclusively to social media metrics Whether you are selling online, through a direct sales force, or via distribution channels, what customers are saying about you online is now more important than your advertising. Social media is no longer a curiosity on the horizon but a significant part of your marketing mix. While other books explain why social media is critical and how to go about participating, Social Media Metrics focuses on measuring the success of your social media marketing efforts. Success metrics in business are based on business goals where fame does not always equate to fortune. Read this book to determine: Why striving for more Twitter followers or Facebook friends than the competition is a failing strategy How to leverage the time and effort you invest in social media How to convince those who are afraid of new things that social media is a valuable business tool and not just a toy for the overly-wired Knowing what works and what doesn't is terrific, but only in a constant and unchanging world. Social Media Metrics is loaded with specific examples of specific metrics you can use to guide your social media marketing efforts as new means of communication.



Information Systems Development

Information Systems Development Author Rob Pooley
ISBN-10 9781461449515
Release 2013-10-26
Pages 727
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Information Systems Development: Reflections, Challenges and New Directions, is the collected proceedings of the 20th International Conference on Information Systems Development held in Edinburgh, Scotland, August 24 - 26, 2011. It follows in the tradition of previous conferences in the series in exploring the connections between industry, research and education. These proceedings represent ongoing reflections within the academic community on established information systems topics and emerging concepts, approaches and ideas. It is hoped that the papers herein contribute towards disseminating research and improving practice



Exploring the Grand Challenges for Next Generation E Business

Exploring the Grand Challenges for Next Generation E Business Author Raj Sharman
ISBN-10 9783642174490
Release 2011-01-11
Pages 312
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This book is based on a selection of thoroughly revised and extended best papers from the 8th Workshop on E-Business (WEB 2009) held in Phoenix, AZ, USA, on December 15th, 2009. The 29 papers, which were selected from 70 presentations at the workshop, highlight the enormous developments and potential of e-business at a time when new technologies like cloud computing, collective intelligence, and multi-sided platforms are burgeoning. Among the topics covered are Web-based information systems, RFID and supply chain management, process modeling and standardization, security and privacy issues, social networking and mobility, e-services and market mechanisms, IT portfolio management, and other special topics in e-business such as electronic invoicing.



Biomedical Informatics

Biomedical Informatics Author Edward H. Shortliffe
ISBN-10 9781447144748
Release 2013-12-02
Pages 965
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The practice of modern medicine and biomedical research requires sophisticated information technologies with which to manage patient information, plan diagnostic procedures, interpret laboratory results, and carry out investigations. Biomedical Informatics provides both a conceptual framework and a practical inspiration for this swiftly emerging scientific discipline at the intersection of computer science, decision science, information science, cognitive science, and biomedicine. Now revised and in its third edition, this text meets the growing demand by practitioners, researchers, and students for a comprehensive introduction to key topics in the field. Authored by leaders in medical informatics and extensively tested in their courses, the chapters in this volume constitute an effective textbook for students of medical informatics and its areas of application. The book is also a useful reference work for individual readers needing to understand the role that computers can play in the provision of clinical services and the pursuit of biological questions. The volume is organized so as first to explain basic concepts and then to illustrate them with specific systems and technologies.



Active Knowledge Modeling of Enterprises

Active Knowledge Modeling of Enterprises Author Frank Lillehagen
ISBN-10 9783540794165
Release 2008-09-16
Pages 436
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Enterprise Modeling has been defined as the art of externalizing enterprise knowledge, i.e., representing the core knowledge of the enterprise. Although useful in product design and systems development, for modeling and model-based approaches to have a more profound effect, a shift in modeling approaches and methodologies is necessary. Modeling should become as natural as drawing, sketching and scribbling, and should provide powerful services for capturing work-centric, work-supporting and generative knowledge, for preserving context and ensuring reuse. A solution is the application of Active Knowledge Modeling (AKM). The AKM technology is about discovering, externalizing, expressing, representing, sharing, exploring, configuring, activating, growing and managing enterprise knowledge. An AKM solution is about exploiting the Web as a knowledge engineering medium, and developing knowledge-model-based families of platforms, model-configured workplaces and services. This book was written by the inventors of AKM arising out of their cooperation with both scientists and industrial practitioners over a long period of time, and the authors give examples, directions, methods and services to enable new ways of working, exploiting the AKM approach to enable effective c-business, enterprise design and development, and lifecycle management. Industry managers and design engineers will become aware of the manifold possibilities of, and added values in, IT-supported distributed design processes, and researchers for collaborative design environments will find lots of stimulation and many examples for future developments.



The Next Wave of Technologies

The Next Wave of Technologies Author Phil Simon
ISBN-10 0470613084
Release 2010-04-09
Pages 448
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Your all-inclusive guide to all the latest technologies Providing you with a better understanding of the latest technologies, including Cloud Computing, Software as a Service, Service-Oriented Architecture (SOA), Open Source, Mobile Computing, Social Networking, and Business Intelligence, The Next Wave of Technologies: Opportunities in Chaos helps you know which questions to ask when considering if a specific technology is right for your organization. Demystifies powerful but largely misunderstood technologies Explains how each technology works Provides key guidance on determining if a particular technology is right for your organization Contains contributions from experts on Cloud Computing, Service-Oriented Architecture (SOA), Software as a Service (SaaS), Open Source, Mobile Technologies, Enterprise Risk Management, Social Media, Business Intelligence, and more More of a management text than a technical guide, the book is designed to help your organization better understand these exciting new technologies and their potential impact. The Next Wave of Technologies: Opportunities in Chaos will help you determine if your organization is ready for a specific technology, how to prepare for its successful adoption, how to measure success, and the key risks and red flags to recognize.



Adventure Tourism

Adventure Tourism Author Colin Beard
ISBN-10 9781136430633
Release 2012-05-16
Pages 368
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Looking at the past, present and future of adventure tourism, Adventure Tourism: the new frontier examines the product, the adventure tourist profile, and issues such as supply, geography and sustainability. International case studies are used to illustrate these issues, including: Gorilla watching holidays,Trekking on Mount Everest, Diving holidays, and Outward Bound packages. Analysis of the development and nature of adventure tourism accompanies these studies, ensuring that the title is useful both for undergraduate and postgraduate students of tourism and for professionals involved in managing adventure tourism enterprises. There is also a companion website with additional cases, which can be found at www.bh/com/companions/0750651865.



Personalized Information Retrieval and Access Concepts Methods and Practices

Personalized Information Retrieval and Access  Concepts  Methods and Practices Author González, Rafael Andrés
ISBN-10 1599045125
Release 2008-03-31
Pages 370
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Global information retrieval and anywhere, anytime information access has stimulated a need to design and model the personalized information search in a flexible and agile way that can use the specific personalization techniques, algorithms, and available technology infrastructure to satisfy high-level functional requirements for personalization. Personalized Information Retrieval and Access: Concepts, Methods and Practices surveys the main concepts, methods, and practices of personalized information retrieval and access in today's data intensive, dynamic, and distributed environment, and provides students, researchers, and practitioners with authoritative coverage of recent technological advances that are shaping the future of globally distributed information retrieval and anywhere, anytime information access.



Business Processes and Information Technology

Business Processes and Information Technology Author Ulric J. Gelinas
ISBN-10 0324191618
Release 2004
Pages 543
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Business Processes and Information Technology has been writing in one form or another for most of life. You can find so many inspiration from Business Processes and Information Technology also informative, and entertaining. Click DOWNLOAD or Read Online button to get full Business Processes and Information Technology book for free.



Cloud Computing

Cloud Computing Author Nick Antonopoulos
ISBN-10 9783319546452
Release 2017-06-06
Pages 412
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This practically-focused reference presents a comprehensive overview of the state of the art in Cloud Computing, and examines the potential for future Cloud and Cloud-related technologies to address specific industrial and research challenges. This new edition explores both established and emergent principles, techniques, protocols and algorithms involved with the design, development, and management of Cloud-based systems. The text reviews a range of applications and methods for linking Clouds, undertaking data management and scientific data analysis, and addressing requirements both of data analysis and of management of large scale and complex systems. This new edition also extends into the emergent next generation of mobile telecommunications, relating network function virtualization and mobile edge Cloud Computing, as supports Smart Grids and Smart Cities. As with the first edition, emphasis is placed on the four quality-of-service cornerstones of efficiency, scalability, robustness, and security.



Everything I Know about Marketing I Learned From Google

Everything I Know about Marketing I Learned From Google Author Aaron Goldman
ISBN-10 0071746218
Release 2010-08-20
Pages 341
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Want Market Share? Google It! “Google is a once-in-a-generation company. Aaron Goldman has written an essential book that goes beyond telling us how Google became so important to explaining why the revolution it’s leading will affect everyone in media and marketing.” —Brian Morrissey, Digital Editor, Adweek “An insightful tour of the elements that have made Google successful combined with a usable guide on how to apply this learning to your business.” —Rishad Tobaccowala , Chief Strategy & Innovation Officer, Vivaki About the Book You know you’ve hit it big when your name becomes a verb—and no one knows that better than Google. In just over 10 years, Google has become the world’s most valuable brand, consistently dominating its category and generating $6 billion in revenue per quarter. How does Google do it? In a word: marketing. You may not think Google does much marketing. Indeed, it doesn’t do a lot of what has traditionally been viewed as marketing. But in today’s digital world, marketing has taken new shape—and Google is at the cutting edge. In Everything I Know about Marketing I Learned from Google, digital marketing expert Aaron Goldman offers 20 powerful lessons straight from Google’s playbook. Taking you deep into the inner workings of the Googleplex (which are simpler than you think), Goldman provides the knowledge and tools you need to build and grow your brand (which is also simpler than you think). Along the way, he shows how Google’s tactics are being used by a wide range of successful corporations, from Apple to Zappos. Key principles include: Tap into the Wisdom of Crowds: Get the signals you need directly from your customers Keep It Simple, Stupid: Craft messages people can grasp in a nanosecond and pass along Don’t Interrupt: Join the conversation— but avoid disrupting it Act Like Content: Provide value, not sales pitches Test Everything: Take no detail of your program for granted; you can always improve Show Off Your Assets: Distribute your brand everywhere The beauty of it all is that these Googley lessons can be applied to every aspect of marketing, in organizations of any size. Whether you run a PR department in a multinational corporation or serve as the sole marketer in a small business, these tactics work. In its mission to “organize the world’s information,” Google has rewritten the book on marketing. Use Everything I Know about Marketing I Learned from Google to remake your own organization’s marketing—and engage more customers than ever.



Exponential Organizations

Exponential Organizations Author Salim Ismail
ISBN-10 9781626813588
Release 2014-10-14
Pages 249
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Frost & Sullivan's 2014 Growth, Innovation, and Leadership Book of the Year "EXPONENTIAL ORGANIZATIONS should be required reading for anyone interested in the ways exponential technologies are reinventing best practices in business." —Ray Kurzweil, Director of Engineering at Google In business, performance is key. In performance, how you organize can be the key to growth. In the past five years, the business world has seen the birth of a new breed of company—the Exponential Organization—that has revolutionized how a company can accelerate its growth by using technology. An ExO can eliminate the incremental, linear way traditional companies get bigger, leveraging assets like community, big data, algorithms, and new technology into achieving performance benchmarks ten times better than its peers. Three luminaries of the business world—Salim Ismail, Yuri van Geest, and Mike Malone—have researched this phenomenon and documented ten characteristics of Exponential Organizations. Here, in EXPONENTIAL ORGANIZATIONS, they walk the reader through how any company, from a startup to a multi-national, can become an ExO, streamline its performance, and grow to the next level. "EXPONENTIAL ORGANIZATIONS is the most pivotal book in its class. Salim examines the future of organizations and offers readers his insights on the concept of Exponential Organizations, because he himself embodies the strategy, structure, culture, processes, and systems of this new breed of company." —John Hagel, The Center for the Edge Chosen by Benjamin Netanyahu, Prime Minister of Israel, to be one of Bloomberg's Best Books of 2015



Implementing SOA Using Java EE

Implementing SOA Using Java EE Author B.V. Kumar, Prakash Narayan, and Tony Ng
ISBN-10 8131733572
Release
Pages
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Implementing SOA Using Java EE has been writing in one form or another for most of life. You can find so many inspiration from Implementing SOA Using Java EE also informative, and entertaining. Click DOWNLOAD or Read Online button to get full Implementing SOA Using Java EE book for free.



Business Processes and Information Technology

Business Processes and Information Technology Author Ulric J. Gelinas
ISBN-10 1616101466
Release 2010-08-01
Pages 952
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Business Processes and Information Technology has been writing in one form or another for most of life. You can find so many inspiration from Business Processes and Information Technology also informative, and entertaining. Click DOWNLOAD or Read Online button to get full Business Processes and Information Technology book for free.