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Handbook of CRM [Risorsa elettronica] : achieving excellence in customer management / Adrian Payne
| Handbook of CRM [Risorsa elettronica] : achieving excellence in customer management / Adrian Payne |
| Autore | Payne, Adrian |
| Pubbl/distr/stampa | Amsterdam ; London : Elsevier Butterworth-Heinemann : Ebrary [distributor], 2006 |
| Disciplina | 658.812 |
| ISBN | 9780080476933 |
| Formato | Risorse elettroniche  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-990009840850403321 |
Payne, Adrian
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| Amsterdam ; London : Elsevier Butterworth-Heinemann : Ebrary [distributor], 2006 | ||
| Risorse elettroniche | ||
| Lo trovi qui: Univ. Federico II | ||
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Handbook of CRM : Achieving Excellence through Customer Management
| Handbook of CRM : Achieving Excellence through Customer Management |
| Autore | Payne Adrian |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | New York, : Routledge, Oct. 2005 |
| Descrizione fisica | 1 online resource (459 p.) |
| Disciplina | 658.812 |
| Soggetto topico |
Customer relations
Relationship marketing - Management |
| ISBN |
1-136-40018-4
1-281-00948-2 9786611009489 1-4237-7034-X 0-08-047693-7 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Cover; Handbook of CRM; Copyright; Contents; Preface; About the Author; Acknowledgements; Introduction; 1. A strategic framework for CRM; The origins of CRM; The key principles of relationship marketing; An emphasis on retention of profitable customers; An emphasis on multiple markets; An emphasis on a cross-functional approach to marketing; The rise of CRM; Marketing on the basis of relationships; Viewing customers as business assets; Organizing in terms of processes; From reactive to proactive use of information; Deploying IT to maximize the value of information
Balancing the value trade-offDeveloping 'one-to-one' marketing; The role of CRM; Varying definitions of CRM; The CRM continuum - three perspectives of CRM; Use of CRM and its terminology; Adefinition of CRM; Types of CRM; The size and nature of the CRM market; Sector growth within the CRM market; CRM and software vendors; Five key cross-functional CRM processes; The need for a CRM strategic framework; Process 1: the strategy development process; Process 2: the value creation process; Process 3: the multi-channel integration process; Process 4: the information management process Process 5: the performance assessment processThe structure of the book; Chapter 1: Developing a strategic framework for CRM; Chapter 2: The strategy development process; Chapter 3: The value creation process; Chapter 4: The multi-channel integration process; Chapter 5: The information management process; Chapter 6: The performance assessment process; Chapter 7: Organizing for CRM implementation; Checklist for CRM leaders; 2. The strategy development process; Business strategy; The role of business strategy; Business vision; Industry and competitive characteristics The new competitive landscapePutting the new economy in context; Changes in industry structure and evolution; Analysing the industry and competitive environment; Focusing on business strategy; Customer strategy; The role of customer strategy; Customer choice and characteristics: the role of market segmentation; Who is the customer?; Market segmentation; Definition of the relevant market; Criteria for market segment viability; Considering the alternative bases for segmentation; Segment granularity: from mass marketing to 'one-to-one' marketing; 'One-to-one' markets and permission marketing Mass customizationCommunities or segments?; Focusing on customer strategy; Aligning business strategy and customer strategy; CRM strategy development; Product-based selling; Managed service and support; Customer-based marketing; Individualized CRM; Migration paths for CRM; Summary; Checklist for CRM leaders; Case 2.1 DnB Nor Bank pursues an enterprising strategy with Teradata; Case 2.2 RS components: towards individualized CRM with BroadVision; 3. The value creation process; The value the customer receives; The nature of value - what the customer buys How the core and augmented offer add value |
| Record Nr. | UNINA-9910143268203321 |
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Payne Adrian
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| New York, : Routledge, Oct. 2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Hedonism, Utilitarianism, and Consumer Behavior [[electronic resource] ] : Exploring the Consequences of Customer Orientation / / by Daniele Scarpi
| Hedonism, Utilitarianism, and Consumer Behavior [[electronic resource] ] : Exploring the Consequences of Customer Orientation / / by Daniele Scarpi |
| Autore | Scarpi Daniele |
| Edizione | [1st ed. 2020.] |
| Pubbl/distr/stampa | Cham : , : Springer International Publishing : , : Imprint : Palgrave Macmillan, , 2020 |
| Descrizione fisica | 1 online resource (xxi, 192 pages) : illustrations |
| Disciplina | 658.812 |
| Collana | Palgrave pivot |
| Soggetto topico | Marketing |
| ISBN | 3-030-43876-7 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | 1. Introduction -- 2. Hedonism and utilitarianism in consumer behavior -- 3. Hypotheses and conceptual model development for hedonism, utilitarianism and consumer behavior -- 4. Methodology and tools for exploring the consequences of shopper orientation -- 5. Hedonism and utilitarianism in the intensive distribution -- 6. Hedonism and utilitarianism in the selective distribution -- 7. Comparison of the distribution channels. |
| Record Nr. | UNINA-9910484530303321 |
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Scarpi Daniele
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| Cham : , : Springer International Publishing : , : Imprint : Palgrave Macmillan, , 2020 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Hello! [[electronic resource] ] : And Every Little Thing That Matters / / by Kate Edwards
| Hello! [[electronic resource] ] : And Every Little Thing That Matters / / by Kate Edwards |
| Autore | Edwards Kate |
| Edizione | [1st ed. 2016.] |
| Pubbl/distr/stampa | New York : , : Palgrave Macmillan US : , : Imprint : Palgrave Macmillan, , 2016 |
| Descrizione fisica | 1 online resource (X, 203 p.) |
| Disciplina | 658.812 |
| Soggetto topico |
Customer relations—Management
Management Public relations Service industries Leadership Economic sociology Customer Relationship Management Corporate Communication/Public Relations Services Business Strategy/Leadership Organizational Studies, Economic Sociology |
| ISBN | 1-137-48971-5 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910254954903321 |
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Edwards Kate
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| New York : , : Palgrave Macmillan US : , : Imprint : Palgrave Macmillan, , 2016 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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Ho to measure service quality & customer satisfaction : the informal field guide for tools and techniques / Chuck Chakrapani
| Ho to measure service quality & customer satisfaction : the informal field guide for tools and techniques / Chuck Chakrapani |
| Autore | Chakrapani, Chuck |
| Pubbl/distr/stampa | Chicago : American Marketing Association, 1997 |
| Descrizione fisica | xiii, 282 p. ; 24 cm |
| Disciplina | 658.812 |
| Soggetto non controllato |
Statistica aziendale
Controllo di qualità e affidabilità |
| ISBN | 0-87757-267-4 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-990002886360403321 |
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Chakrapani, Chuck
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| Chicago : American Marketing Association, 1997 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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How contemporary publishers reach out to their customers : transition from B2B to B2C marketing in the publishing industry / / Kim Maya Sutton
| How contemporary publishers reach out to their customers : transition from B2B to B2C marketing in the publishing industry / / Kim Maya Sutton |
| Autore | Sutton Kim Maya |
| Pubbl/distr/stampa | Hamburg : , : Diplomica Verlag, , 2014 |
| Descrizione fisica | 1 online resource (87 p.) |
| Disciplina | 658.812 |
| Soggetto topico |
Publishers and publishing
Electronic commerce - Management Marketing - Management Customer relations |
| Soggetto genere / forma | Electronic books. |
| ISBN | 3-8428-1100-4 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
""Acknowledgements""; ""Glossary""; ""Abbreviations""; ""Table of Contents""; ""List of Figures""; ""List of Tables""; ""Abstract""; ""1 Introduction""; ""1.1 Synopsis""; ""1.2 Background to Research""; ""1.3 Research Questions""; ""1.4 Methodology""; ""1.5 Outline of the Dissertation""; ""1.6 Contribution of Research and Conclusion""; ""2 Marketing in the Publishing Industry""; ""2.1 Introduction""; ""2.2 Key Terms Defined""; ""2.3 Introduction to Marketing""; ""2.4 Publishers� Marketing""; ""2.5 Traditional B2C Marketing in the Publishing Industry""
""2.6 B2C E-marketing in the Publishing Industry""""2.7 Conclusion""; ""3 Conceptual Model""; ""3.1 Introduction""; ""3.2 Current Publishers� B2C Marketing""; ""3.3 Limitations of this Model""; ""3.4 Conclusion""; ""4 Researched Publishers""; ""4.1 Introduction""; ""4.2 Overview of Publishers""; ""4.3 In-Depth Case Profiles""; ""4.4 Cross-Case Summary""; ""4.5 Conclusion""; ""5 Discussion of the Findings""; ""5.1 Introduction""; ""5.2 Findings""; ""5.3 Implications and Revision to the Model""; ""5.4 Conclusion""; ""6 Conclusions and Recommendations for Further Research"" ""6.1 Introduction""""6.2 Contribution to Knowledge and Recommendations""; ""6.3 Limitations""; ""6.4 Implications for Further Research""; ""6.5 Conclusion""; ""References""; ""About the author"" |
| Record Nr. | UNINA-9910460812803321 |
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Sutton Kim Maya
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| Hamburg : , : Diplomica Verlag, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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How contemporary publishers reach out to their customers : transition from B2B to B2C marketing in the publishing industry / / Kim Maya Sutton
| How contemporary publishers reach out to their customers : transition from B2B to B2C marketing in the publishing industry / / Kim Maya Sutton |
| Autore | Sutton Kim Maya |
| Pubbl/distr/stampa | Hamburg : , : Diplomica Verlag, , 2014 |
| Descrizione fisica | 1 online resource (87 p.) |
| Disciplina | 658.812 |
| Soggetto topico |
Publishers and publishing
Electronic commerce - Management Marketing - Management Customer relations |
| ISBN | 3-8428-1100-4 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
""Acknowledgements""; ""Glossary""; ""Abbreviations""; ""Table of Contents""; ""List of Figures""; ""List of Tables""; ""Abstract""; ""1 Introduction""; ""1.1 Synopsis""; ""1.2 Background to Research""; ""1.3 Research Questions""; ""1.4 Methodology""; ""1.5 Outline of the Dissertation""; ""1.6 Contribution of Research and Conclusion""; ""2 Marketing in the Publishing Industry""; ""2.1 Introduction""; ""2.2 Key Terms Defined""; ""2.3 Introduction to Marketing""; ""2.4 Publishers� Marketing""; ""2.5 Traditional B2C Marketing in the Publishing Industry""
""2.6 B2C E-marketing in the Publishing Industry""""2.7 Conclusion""; ""3 Conceptual Model""; ""3.1 Introduction""; ""3.2 Current Publishers� B2C Marketing""; ""3.3 Limitations of this Model""; ""3.4 Conclusion""; ""4 Researched Publishers""; ""4.1 Introduction""; ""4.2 Overview of Publishers""; ""4.3 In-Depth Case Profiles""; ""4.4 Cross-Case Summary""; ""4.5 Conclusion""; ""5 Discussion of the Findings""; ""5.1 Introduction""; ""5.2 Findings""; ""5.3 Implications and Revision to the Model""; ""5.4 Conclusion""; ""6 Conclusions and Recommendations for Further Research"" ""6.1 Introduction""""6.2 Contribution to Knowledge and Recommendations""; ""6.3 Limitations""; ""6.4 Implications for Further Research""; ""6.5 Conclusion""; ""References""; ""About the author"" |
| Record Nr. | UNINA-9910787357603321 |
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Sutton Kim Maya
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| Hamburg : , : Diplomica Verlag, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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How contemporary publishers reach out to their customers : transition from B2B to B2C marketing in the publishing industry / / Kim Maya Sutton
| How contemporary publishers reach out to their customers : transition from B2B to B2C marketing in the publishing industry / / Kim Maya Sutton |
| Autore | Sutton Kim Maya |
| Pubbl/distr/stampa | Hamburg : , : Diplomica Verlag, , 2014 |
| Descrizione fisica | 1 online resource (87 p.) |
| Disciplina | 658.812 |
| Soggetto topico |
Publishers and publishing
Electronic commerce - Management Marketing - Management Customer relations |
| ISBN | 3-8428-1100-4 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
""Acknowledgements""; ""Glossary""; ""Abbreviations""; ""Table of Contents""; ""List of Figures""; ""List of Tables""; ""Abstract""; ""1 Introduction""; ""1.1 Synopsis""; ""1.2 Background to Research""; ""1.3 Research Questions""; ""1.4 Methodology""; ""1.5 Outline of the Dissertation""; ""1.6 Contribution of Research and Conclusion""; ""2 Marketing in the Publishing Industry""; ""2.1 Introduction""; ""2.2 Key Terms Defined""; ""2.3 Introduction to Marketing""; ""2.4 Publishers� Marketing""; ""2.5 Traditional B2C Marketing in the Publishing Industry""
""2.6 B2C E-marketing in the Publishing Industry""""2.7 Conclusion""; ""3 Conceptual Model""; ""3.1 Introduction""; ""3.2 Current Publishers� B2C Marketing""; ""3.3 Limitations of this Model""; ""3.4 Conclusion""; ""4 Researched Publishers""; ""4.1 Introduction""; ""4.2 Overview of Publishers""; ""4.3 In-Depth Case Profiles""; ""4.4 Cross-Case Summary""; ""4.5 Conclusion""; ""5 Discussion of the Findings""; ""5.1 Introduction""; ""5.2 Findings""; ""5.3 Implications and Revision to the Model""; ""5.4 Conclusion""; ""6 Conclusions and Recommendations for Further Research"" ""6.1 Introduction""""6.2 Contribution to Knowledge and Recommendations""; ""6.3 Limitations""; ""6.4 Implications for Further Research""; ""6.5 Conclusion""; ""References""; ""About the author"" |
| Record Nr. | UNINA-9910819502703321 |
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Sutton Kim Maya
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| Hamburg : , : Diplomica Verlag, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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How to win friends and influence profits [[electronic resource] ] : the art of winning more business from your clients / / David Kean and Chris Cowpe
| How to win friends and influence profits [[electronic resource] ] : the art of winning more business from your clients / / David Kean and Chris Cowpe |
| Autore | Kean David |
| Pubbl/distr/stampa | London, : Cyan, 2008 |
| Descrizione fisica | 1 online resource (161 p.) |
| Disciplina | 658.812 |
| Altri autori (Persone) | CowpeChris |
| Soggetto topico |
Customer relations
Customer loyalty Consumer satisfaction |
| Soggetto genere / forma | Electronic books. |
| ISBN |
981-4312-18-5
0-462-09384-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910454452603321 |
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Kean David
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| London, : Cyan, 2008 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
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How to win friends and influence profits [[electronic resource] ] : the art of winning more business from your clients / / David Kean and Chris Cowpe
| How to win friends and influence profits [[electronic resource] ] : the art of winning more business from your clients / / David Kean and Chris Cowpe |
| Autore | Kean David |
| Pubbl/distr/stampa | London, : Cyan, 2008 |
| Descrizione fisica | 1 online resource (161 p.) |
| Disciplina | 658.812 |
| Altri autori (Persone) | CowpeChris |
| Soggetto topico |
Customer relations
Customer loyalty Consumer satisfaction |
| ISBN |
981-4312-18-5
0-462-09384-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNISA-996442349803316 |
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Kean David
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| London, : Cyan, 2008 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. di Salerno | ||
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