Customer Relationship Management presents a ground-breaking strategic framework for successful CRM policy. Built around Professor Payne's five key processes, the book demonstrates a systematic management progression that will guarantee the maximum impact and efficiency of a CRM programme.The book backs up these five processes - strategy development, value creation, channel and media integration, information management and performance assessment - with 16 best pract...

Starting up your own business can be an exciting yet daunting venture. The case studies, interviews, and articles in this ebook will provide valuable insight for the aspiring entrepreneur. They cover areas such as marketing and finance, address legal issues and tackle aspects of the day-to-day running of a business, from time management to the effective use of social media. This ebook also includes excerpts from best-selling BCS books such as 'Working the Crowd' and 'Master the Moment'

In this path-breaking new book, best-selling author and leading go-to-market strategist Larry Friedman provides a practical and battle-tested approach for taking products, services, divisions, or even an entire company to market! Drawing on dozens of examples and best-practices across a variety of industries, 'Go To Market Strategy' lays out a clear and actionable blueprint for building a winning go-to-market plan - one that will enable you to do more business, with more customers, more of...

Risk management is not just a topic for risk professionals. Managers and directors at all levels must be equipped with an understanding of risk and the tools and processes required to assess and manage it successfully. Risk Management offers a practical and structured approach while avoiding jargon, theory and many of the complex issues that preoccupy risk management practitioners but have little relevance for non-specialists. Supported by online templates and wit...

Written by two industry executives, Leading and Managing Innovation provides the executive reader an overview of leading and managing an idea into an innovative solution with a measurable outcome.

Adoption and use of a contract scorecard demonstrates a maturing ability to manage commercial outsourcing arrangements. The process of designing the scorecard helps you nail down the key outcomes and avoid lack of focus, inconsistent objectives, hidden costs, indifferent service and deteriorating relationships with your contract partners. Sara Cullen's The Contract Scorecard will help you design and drive successful contracts. It offers a systematic guide based on practical advice and exam...

Channel innovation is separating market winners from market losers, and not just in leading-edge technology industries. In a business world where industry players are selling practically the same products at essentially the same prices at about the same cost, the only real source of sustainable competitive advantage is the sales channel: how you sell, not what you sell. Selling becomes a question of how to connect products with customers via the best mix of sales channels: the sales force,...

Intelligent IT Outsourcing enables practitioners to focus in on the essential issues that need to be addressed so that the fundamental structure of their sourcing strategy and its implementation is sound. The authors provide insight into the challenges likely to be faced and give detailed advice on how to pre-empt and manage these.IT and outsourcing continue to be problematic, not least because fundamental learning about this subject fails to be applied systematica...

Influencer Marketing is the most important new approach to marketing in a decade for those professionals at the leading edge of purchasing decision making. It shows that key decision makers in all major markets operate within communities of influencers- because major decisions are too complex and risky to taken in isolation. The ‘ecosystems’ this creates are full of these critically important people, whose impact on purchasing decisions is both pivotal and misunderstood. This new book demo...

Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this is the first textbook to demonstrate how it can be done. Written by two acclaimed experts in the field, it shows how an holistic approach to managing relationships with customers and other key stakeholders leads to increased shareholder value. Taking a practical, step-by-step approach, the authors explain the principles of relations...

Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field.It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it.Based on recent knowledge, it is underpinned by:* Clear and comprehen...

Packed with case studies, Sales Management. Simplified. offers a proven formula for prospecting, developing, and closing deals—in your time, on your terms.Why do sales organizations fall short? Every day, expert consultants like Mike Weinberg are called on by companies to find the answer - and it's one that may surprise you. Typically, the issue lies not with the sales team but with how it is being led. Through their attitude and actions, senior executives...