Häftad, Engelska, 2016
306 kr
Skickas inom 5-8 vardagar
Martha Rogers – författare
Visar alla böcker från författaren Martha Rogers. Handla med fri frakt och snabb leverans.
21 produkter
21 produkter
- Del 8 - Microsoft Executive Leadership Series
Rules to Break and Laws to Follow
How Your Business Can Beat the Crisis of Short-Termism
Inbunden, Engelska, 2008281 kr
Skickas inom 5-8 vardagar
Praise for Rules to Break & Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism "A fascinating, highly readable synthesis of business principles, technology, sociology and common sense, Rules to Break and Laws to Follow persuasively shows the connection between customer trust and business profits, and then explains how to make it happen. As a bonus, you'll learn how to make your company more innovative, how to ensure your employees actually enjoy what they're doing, and how to deal with the kinds of service and quality breakdowns that occasionally plague any company, even a well-managed one. This book should be on your required reading list."—Stephen M. R. Covey, bestselling author of The Speed of Trust: The One Thing That Changes Everything"Over the years, Peppers and Rogers have given me valuable advice about navigating the changing business landscape. This book is a must-read for managers who want to empower their employees and customers to?make change their ally."—Jim McCann, founder and CEO of 1-800-FLOWERS.COM"Highly readable and entertaining. Make sure everybody in your firm reads this book by last Friday."—Dror Pockard, CEO of eglue"In a time when most companies are built to flip, Peppers and Rogers have planted a stake in the ground to help you survive past the next round of financing or consumer fad. Knowing what rules to break is arguably even more important than what laws to follow, and this book imparts knowledge for both."—Guy Kawasaki, cofounder of Truemors and author of The Art of the Start"Peppers and Rogers have created the unthinkable: an enjoyable wake-up call! Their book serves up one compelling and provocative idea after another, and the authors enjoy debunking some of our most deeply ingrained business beliefs. Read this book and your customers will thank you."—Dan Heath, coauthor of Made to Stick: Why Some Ideas Survive and Others Die - E-bokPDF, Engelska, 2008
329 kr
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Praise for Rules to Break & Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism"A fascinating, highly readable synthesis of business principles, technology, sociology and common sense, Rules to Break and Laws to Follow persuasively shows the connection between customer trust and business profits, and then explains how to make it happen. As a bonus, you''ll learn how to make your company more innovative, how to ensure your employees actually enjoy what they''re doing, and how to deal with the kinds of service and quality breakdowns that occasionally plague any company, even a well-managed one. This book should be on your required reading list." —Stephen M. R. Covey, bestselling author of The Speed of Trust: The One Thing That Changes Everything
"Over the years, Peppers and Rogers have given me valuable advice about navigating the changing business landscape. This book is a must-read for managers who want to empower their employees and customers to?make change their ally." —Jim McCann, founder and CEO of 1-800-FLOWERS.COM
"Highly readable and entertaining. Make sure everybody in your firm reads this book by last Friday." —Dror Pockard, CEO of eglue
"In a time when most companies are built to flip, Peppers and Rogers have planted a stake in the ground to help you survive past the next round of financing or consumer fad. Knowing what rules to break is arguably even more important than what laws to follow, and this book imparts knowledge for both." —Guy Kawasaki, cofounder of Truemors and author of The Art of the Start
"Peppers and Rogers have created the unthinkable: an enjoyable wake-up call! Their book serves up one compelling and provocative idea after another, and the authors enjoy debunking some of our most deeply ingrained business beliefs. Read this book and your customers will thank you." —Dan Heath, coauthor of Made to Stick: Why Some Ideas Survive and Others Die
- E-bokPDF, Engelska, 2004
1 089 kr
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In today’s competitive marketplace, customer relationship management is critical to a company’s profitability and long-term success. To become more customer focused, skilled managers, IT professionals and marketing executives must understand how to build profitable relationships with each customer and to make managerial decisions every day designed to increase the value of a company by making managerial decisions that will grow the value of the customer base. The goal is to build long-term relationships with customers and generate increased customer loyalty and higher margins. In Managing Customer Relationships, Don Peppers and Martha Rogers, credited with founding the customer-relationship revolution in 1993 when they invented the term "one-to-one marketing," provide the definitive overview of what it takes to keep customers coming back for years to come.Presenting a comprehensive framework for customer relationship management, Managing Customer Relationships provides CEOs, CFOs, CIOs, CMOs, privacy officers , human resources managers, marketing executives, sales teams, distribution managers, professors, and students with a logical overview of the background, the methodology, and the particulars of managing customer relationships for competitive advantage. Here, renowned customer relationship management pioneers Peppers and Rogers incorporate many of the principles of individualized customer relationships that they are best known for, including a complete overview of the background and history of the subject, relationship theory, IDIC (Identify-Differentiate-Interact-Customize) methodology, metrics, data management, customer management, company organization, channel issues, and the store of the future.
One of the first books designed to develop an understanding of the pedagogy of managing customer relationships, with an emphasis on customer strategies and building customer value, Managing Customer Relationships features:
Pioneering theories and principles of individualized customer relationships
An overview of relationship theory
Contributions from such revolutionary leaders as Philip Kotler, Esther Dyson, Geoffrey Moore, and Seth Godin
Guidelines for identifying customers and differentiating them by value and need
Tips for using the tools of interactivity and customization to build learning relationships
Coverage of the importance of privacy and customer feedback
Advice for measuring the success of customer-based initiatives
The future and evolution of retailing
An appendix that examines the qualities needed in a firm’s customer relationship leaders, and that provides fundamental tools for embarking on a career in managing customer relationships or helping a company use customer value as the basis for executive decisions
The techniques in Managing Customer Relationships can help any company sharpen its competitive advantage.
- E-bokEngelska, 2012
72 kr
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How companies can stay competitive in a world of total transparency. With their first book, 1993''s The One-to-One Future, Don Peppers and Martha Rogers introduced the idea of managing interactive customer relationships, long before the Web and social networking made it standard business practice. With Extreme Trust, they look to the future once again, predicting that rising levels of transparency will require companies to protect the interests of their customers and employees proactively, even when it sometimes costs money in the short term. The importance of this "trustability" will transform every industry. Retail banks won''t be able to rely as much on overdraft charges. Consumers will expect retailers to remind them when they have unused balances on gift cards. Credit card companies will coach customers to avoid excessive borrowing. Cell phone providers will help customers find appropriate calling plans for their usage patterns. Success won''t come from top-down rules and processes, but from bottom-up solutions on the part of employees and customers themselves. And the most successful businesses will earn and keep the extreme trust of everyone they interact with - E-bokEngelska, 2012
329 kr
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Praise for Rules to Break & Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism"A fascinating, highly readable synthesis of business principles, technology, sociology and common sense, Rules to Break and Laws to Follow persuasively shows the connection between customer trust and business profits, and then explains how to make it happen. As a bonus, you''ll learn how to make your company more innovative, how to ensure your employees actually enjoy what they''re doing, and how to deal with the kinds of service and quality breakdowns that occasionally plague any company, even a well-managed one. This book should be on your required reading list." —Stephen M. R. Covey, bestselling author of The Speed of Trust: The One Thing That Changes Everything
"Over the years, Peppers and Rogers have given me valuable advice about navigating the changing business landscape. This book is a must-read for managers who want to empower their employees and customers to?make change their ally." —Jim McCann, founder and CEO of 1-800-FLOWERS.COM
"Highly readable and entertaining. Make sure everybody in your firm reads this book by last Friday." —Dror Pockard, CEO of eglue
"In a time when most companies are built to flip, Peppers and Rogers have planted a stake in the ground to help you survive past the next round of financing or consumer fad. Knowing what rules to break is arguably even more important than what laws to follow, and this book imparts knowledge for both." —Guy Kawasaki, cofounder of Truemors and author of The Art of the Start
"Peppers and Rogers have created the unthinkable: an enjoyable wake-up call! Their book serves up one compelling and provocative idea after another, and the authors enjoy debunking some of our most deeply ingrained business beliefs. Read this book and your customers will thank you." —Dan Heath, coauthor of Made to Stick: Why Some Ideas Survive and Others Die
- E-bokEngelska, 2016
1 219 kr
Läs direkt efter köp
Boost profits, margins, and customer loyalty with more effective CRM strategyManaging 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 marginsSustainable 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.
- E-bokPDF, Engelska, 2016
1 222 kr
Läs direkt efter köp
Boost profits, margins, and customer loyalty with more effective CRM strategyManaging 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 marginsSustainable 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.
- Inbunden, Engelska, 2022
1 063 kr
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Every business on the planet is trying to maximize the value created by its customersLearn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world's leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to "treat different customers differently."This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactionsHow to understand and manage data-driven marketing analytics issues, without having to do the mathHow to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businessesHow to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and GoogleTeaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexingIdeal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world. - E-bokEngelska, 2022
1 222 kr
Läs direkt efter köp
Every business on the planet is trying to maximize the value created by its customers
Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world''s leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to "treat different customers differently."
This latest edition adds new material including:
How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexingIdeal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.
- E-bokPDF, Engelska, 2022
1 219 kr
Läs direkt efter köp
Every business on the planet is trying to maximize the value created by its customers
Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world''s leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to "treat different customers differently."
This latest edition adds new material including:
How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexingIdeal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.
- Häftad, Engelska, 2010
126 kr
Skickas inom 11-20 vardagar
This classic article shows how to make mass customization and efficient and personal marketing work by putting the producer and consumer in a "learning relationship." Over time, this ongoing relationship allows your company to meet a customer's changing needs over time. Furthermore, as your company develops learning relationships with its customers, it should be able to retain their business virtually forever. - E-bokEngelska, 2013
223 kr
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Welcome to Bloomfield, where life is simple, love is real, and stories are shared.Architect and hometown boy Hal McKenzie is called back to Bloomfield when the mayor needs help figuring out how to expand the city hall and courthouse. That will mean having to move the old Founders Cottage provided by the Caroline Short family.Hal was sweet on Caroline back in high school and knows that moving her family’s historical landmark isn’t the best way to take another shot at having a love connection. Now he must respect the mayor’s wishes while convincing Caroline that he still cares for her.Best Laid Plains is a charming romance illustrating how honesty really is the best policy, and God is in control of even the smallest details of our lives. - E-bokEngelska, 2012
57 kr
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This is a story about an earthworm who digs in the dirt and goes places that are always an adventure. What Bernie experiences coincides with real life and how we can learn from an earthworm how to cope with people, places, and things.
- Häftad, Engelska, 2012
131 kr
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- E-bokEngelska, 2012
57 kr
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This is the second book in the Bernie''s Journey series. It takes Bernie to an unfamiliar place, where his close call has a happy outcome.
- Häftad, Engelska, 2012
226 kr
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- E-bokEngelska, 2013
15 kr
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Travel with Bernie as he goes on an adventure, experiencing a new and unlikely friendship. He finds out that sometimes you can become friends with someone you never thought possible!
Also, look for the first two books in the series; Bernies Journey and Bernie Goes to the Beach!
- Häftad, Engelska, 2013
201 kr
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- E-bokEngelska, 2010
132 kr
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This classic article shows how to make mass customization and efficient and personal marketing work by putting the producer and consumer in a "learning relationship." Over time, this ongoing relationship allows your company to meet a customer''s changing needs over time. Furthermore, as your company develops learning relationships with its customers, it should be able to retain their business virtually forever. Since 1922, Harvard Business Review has been a leading source of breakthrough management ideas-many of which still speak to and influence us today. The Harvard Business Review Classics series now offers readers the opportunity to make these seminal pieces a part of your permanent management library. Each highly readable volume contains a groundbreaking idea that continues to shape best practices and inspire countless managers around the world-and will have a direct impact on you today and for years to come. - Häftad, Engelska, 2024
425 kr
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This report explores the benefits of Asia and the Pacific's coral reefs, outlines the myriad risks they face from climate change, pollution, and development, and considers how nature-positive investments can finance their protection and restoration.Outlining how over 85% of the region's coral reefs are under threat, the report looks at the first-ever insurance policy taken out on reefs in Mexico and considers how parametric insurance can be adopted in the region. Focused on managing degraded and disaster-damaged reefs, it shows how innovative products including catastrophe bonds and blue carbon credit can protect critical ecosystem services and enhance coastal resilience.
