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Cusped Shell-Like Structures (SpringerBriefs in Applied Sciences and Technology)
by George JaianiThe book is devoted to an up-dated exploratory survey of results concerning elastic cusped shells, plates, and beams and cusped prismatic shell-fluid interaction problems. It contains some up to now non-published results as well. Mathematically the corresponding problems lead to non-classical, in general, boundary value and initial-boundary value problems for governing degenerate elliptic and hyperbolic systems in static and dynamical cases, respectively. Its uses two fundamentally different approaches of investigation: 1) to get results for two-dimensional and one-dimensional problems from results of the corresponding three-dimensional problems and 2) to investigate directly governing degenerate and singular systems of 2D and 1D problems. In both the cases, it is important to study relation of 2D and 1D problems to 3D problems.
Custodians of the Internet: Platforms, Content Moderation, and the Hidden Decisions That Shape Social Media
by Tarleton GillespieA revealing and gripping investigation into how social media platforms police what we post online—and the large societal impact of these decisions Most users want their Twitter feed, Facebook page, and YouTube comments to be free of harassment and porn. Whether faced with “fake news” or livestreamed violence, “content moderators”—who censor or promote user†‘posted content—have never been more important. This is especially true when the tools that social media platforms use to curb trolling, ban hate speech, and censor pornography can also silence the speech you need to hear. In this revealing and nuanced exploration, award†‘winning sociologist and cultural observer Tarleton Gillespie provides an overview of current social media practices and explains the underlying rationales for how, when, and why these policies are enforced. In doing so, Gillespie highlights that content moderation receives too little public scrutiny even as it is shapes social norms and creates consequences for public discourse, cultural production, and the fabric of society. Based on interviews with content moderators, creators, and consumers, this accessible, timely book is a must†‘read for anyone who’s ever clicked “like” or “retweet.”
Custom Components in Architecture: Strategies for Customizing Repetitive Manufacturing
by Dana GullingThis book offers architects strategies in the design and manufacturing of custom, repetitively manufactured building components.A total of 36 case studies from around the globe demonstrate the diversity of CRM in architecture and are contributed by architecture firms, including Diller Scofidio + Renfro, Kengo Kuma & Associates, Abin Design Studio, Behnisch Architekten, Belzberg Architects, and many more. The book is organized by manufacturing process and covers the use of various types of glass, clay, plastic, metal, wood, plaster, and concrete. Each process is described with diagrams and text and expanded with one or more examples of customized building components. Projects included are of buildings of various types, sizes, and clients, and many deviate from the typical manufacturing process as they include a secondary process (e.g. casting glass, then slumping it), special tooling modifications (e.g. dams used to subdivide a mold), post-production processes, or other notable manufacturing features. Each case study includes a project overview, behind‐the‐scenes images of the component manufacturing, and original diagrams that illustrate how those components were customized.Custom Components in Architecture will be essential reading for any architect interested in building design details and keeping up-to-speed on material advances. Upper-level students of digital architecture, fabrication, and building technology will also find this a useful tool.
Custom Fiori Applications in SAP HANA: Design, Develop, and Deploy Fiori Applications for the Enterprise
by Sergio GuerreroGet started building custom Fiori applications for your enterprise. This book teaches you how to design, build, and deploy enterprise-ready, custom Fiori applications in SAP HANA. Tips and tricks collected from projects using Fiori applications (built consuming OData models and REST APIs) and integrating third-party JS libraries are presented. Also included are examples using Fiori templates from different tools such as the SAP Web IDE and the new Visual Studio Code extensions. This book explains the 5 design principles that all Fiori applications are built upon: Role-based, Responsive, Coherent, Simple, and Delightful. The book expands on consuming OData services and REST APIs internal and external to SAP HANA. The Fiori application exercise demonstrates the use of the MVC pattern, JavaScript modularization, reuse of SAP UI5 controls, debugging, and the tools required for a complete scenario. The book closes with an exercise showcasing a finished single page application with multiple views and layouts, navigation between the views, and deployment of the application to AWS. This book is simple enough for entry-level developers getting started in web frameworks but also highlights integration points from the data models being consumed from the application, and shows how the application communicates with back-end services, resulting in a complete front-end custom Fiori application.What You Will LearnKnow the 5 Fiori design principlesUnderstand how to consume OData and REST API modelsApply the MVC pattern using XML views and the SAP UI5 controls along with controller behavior in JavaScriptDebug and deploy the applicationWho This Book is ForWeb developers and application leads who have some experience in JavaScript frameworks and web development and understand web protocol communication
Custom Raspberry Pi Interfaces: Design and build hardware interfaces for the Raspberry Pi
by Warren GayDesign and build custom hardware interfaces for the Raspberry Pi and discover low cost display and sensor options for embedded system projects. With this book you'll master 12C communications using Raspbian Linux in C++ and perform ADC and DAC experiments. You'll experiment with debounce buttons and switches using hardware and software solutions. Develop flywheel rotary encoder effects for ease of tuning and construct a hardware interface to the Music Playing Daemon (MPD) with developed software. Discover how to add your own hardware keypad for remote combination lock applications. Custom Raspberry Pi Interfaces offers a thorough chapter on interfacing 5-volt systems to 3. 3-volt Raspberry Pis designed to expand your choice of peripheral options. Ready to go C++ programs involving GPIO and I2C peripherals are provided. This book also explores ADC, DAC, rotary encoders, CMOS shift registers. I2C I/O extenders. What you'll learn: Build simple, low cost input/output interfaces including rotary encoders Interface with 5-volt devices from a 3-volt Raspberry Pi system Apply analog to digital and digital to analog conversions on the Pi Read potentiometers (volume control) from the Pi Determine step, directions, and velocity of a rotary encoder Perform remote interfacing using the I2 PCF8574 chip Work with external CMOS devices like the 74HC595 (in C++) Who this book is for:Students and hobbyists interested in building custom interfaces for their Raspberry Pis.
Custom Search - Discover more: A Complete Guide to Google Programmable Search Engines
by Irina Shamaeva David Michael GalleyGoogle’s Programmable Search Engines (PSEs, previously called Custom Search Engines) provide search opportunities that are unavailable with any other tool. PSEs have advanced settings and search operators that are not supported by "regular" Google. With PSEs, it is possible to perform filtered searches within parts of the web as if they were databases! While lots of professionals use existing PSEs to source for talent or with other research goals, few people have experience creating them. Even fewer know about powerful PSE-only search operators. The main reason PSEs are not as popular as they should be is that it is not easy to get educated on PSE creation. There is little information online and no books (other than this one) on the subject. Even less info is available on the "structured" operators that allow for filtered searches. The first of its kind, this book hopes to popularize these fun and powerful tools so that many more people can include PSEs in their work. Key Features: A detailed introduction to creating PSEs, including info absent in Google’s help A "hack" for creating PSEs that look for profiles in seconds An introduction to advanced PSE-only search operators allowed to perform filtered searches of parts of the web A "hack" for expanding Google’s search limits to 500 terms Use cases, examples, and approaches that would be educational for those doing online research This book will be of interest to researchers, OSINT specialists, investigative journalists, Competitive Intelligence people, recruiters, and Sourcers, to name a few categories, and to the general public interested in how to search better.
Custom SharePoint Solutions with HTML and JavaScript: For SharePoint On-Premises and SharePoint Online
by Brandon AtkinsonCustom SharePoint Solutions with HTML and JavaScript shows you how to build and customize SharePoint solutions to suit a wide range of business needs. You don't need a background in Microsoft technologies; you'll learn how to rapidly build and customize sites entirely on the front end, starting with out-of-the-box features and extending them with HTML and JavaScript code. The book starts with an introduction to working with SharePoint on the front end, and how this can help you avoid common pitfalls associated with deploying custom code on the server. You'll start by using SharePoint's browser-based tools to place and manipulate out-of-the-box web parts on a page. Then learn to inject some simple HTML and JavaScript to manipulate these web parts, and use JSLink to rapidly style and manipulate data in the List web part. You'll also see examples of how to build your own custom web parts using HTML, JavaScript and CSS. For those who want to dive deeper into JavaScript on SharePoint, chapters cover working directly with built-in JavaScript methods and properties and the JavaScript object model (JSOM), and how to work with the powerful new REST API, which gives you the ultimate flexibility over what you do with your data. Whatever your background, whether it's web development, working with SharePoint on the server side, or if you're a SharePoint user looking to learn new skills, Custom SharePoint Solutions with HTML and JavaScript will show you how to get what you want from SharePoint, quickly and reliably. What you'll learn Understand the advantages of working with SharePoint on the front end, using HTML and JavaScript. Use the Content Editor and Script Editor web parts to customize your front end directly in the browser. Work with SharePoint's built-in JavaScript methods and properties and the JavaScript object model. Access and manipulate data using the powerful REST API. Build your own custom web parts. Use JSLink to style and manipulate list data. Who this book is for Web or front end developers, . NET developers, and SharePoint users. No prior JavaScript experience is needed for many of the OOTB solutions, but a little is desirable if you want to make the most of what the customizations offer. Experienced JavaScript developers will additionally benefit from the deep dives into JavaScript features in Chapters 4-6. Table of Contents Chapter 1: Setting Up Your Environment Chapter 2: Introduction to SharePoint Front End Solutions Chapter 3: Content Editor and Script Editor Web Parts Chapter 4: Working With SharePoint's Built-in JavaScript Methods and Properties Chapter 5: The JavaScript Object Model Chapter 6: Working With Data Using the REST API Chapter 7: Building Custom Web Parts Using HTML and JavaScript Chapter 8: Using JSLink to Style List Web Parts Chapter 9: Content Search Web Part and Display Templates
Customer Accounting: Creating Value With Customer Analytics (Springerbriefs In Accounting Ser.)
by Massimiliano Bonacchi Paolo PeregoThis book is designed to meet the needs of CFOs, accounting and financial professionals interested in leveraging the power of data-driven customer insights in management accounting and financial reporting systems. While academic research in Marketing has developed increasingly sophisticated analytical tools, the role of customer analytics as a source of value creation from an Accounting and Finance perspective has received limited attention. The authors aim to fill this gap by blending interdisciplinary academic rigor with practical insights from real-world applications. Readers will find thorough coverage of advanced customer accounting concepts and techniques, including the calculation of customer lifetime value and customer equity for internal decision-making and for external financial reporting and valuation. Beyond a professional audience, the book will serve as ideal companion reading for students enrolled in undergraduate, graduate, or MBA courses.
Customer and Business Analytics: Applied Data Mining for Business Decision Making Using R
by Daniel S. Putler Robert E. KriderCustomer and Business Analytics: Applied Data Mining for Business Decision Making Using R explains and demonstrates, via the accompanying open-source software, how advanced analytical tools can address various business problems. It also gives insight into some of the challenges faced when deploying these tools. Extensively classroom-tested, the tex
Customer Behaviour in eCommerce: Case Studies from the Online Grocery Market (SpringerBriefs in Business)
by Šárka Zapletalová Halina StarzycznáOnline shopping is undergoing significant changes around the globe, evolving in the food and non-food segments alike. Representing a vital distribution channel that reaches countless customers, sales from online shopping have long-since exceeded USD 1000 billion per year and are growing steadily. This book is intended for general readers and professionals interested in companies’ strategic orientation in connection with their online format and building and strengthening customer loyalty. In this regard, their business strategies are not considered in their full scope and complexity; instead, the book focuses more narrowly on the relationship between business strategy, buying behavior and customer loyalty.
Customer-Centric Marketing
by Jon James Neil Richardson Neil KelleyTwo of the major parallel challenges facing businesses today are how to adapt to the changes of fast-paced, fragmenting markets and how to grow a business whilst engaging in recognisably sustainable practices. It is not enough to just be sustainable, it is about communicating it and getting the customer involved in the message. Customer-Centric Marketing shows readers how sustainable development practices and digital marketing techniques work naturally together to add value, leading to improved customer satisfaction, better professional relationships and increased effectiveness.Ideal for senior marketing professionals and students on digital marketing or marketing strategy modules who wish to utilise the benefits of sustainable development and forms of digital marketing, this accessible and straight to-the-point book uses case studies to show how the marketing theories and tools work in actual business scenarios. Customer-Centric Marketing covers contemporary issues such as the increasing use of mobile, QR codes and social network sites for consumers interested in ethical, environmental and sustainable marketing.
Customer Centricity: Innovative Unternehmenspraxis: Insights, Strategien und Impulse
by Susanne O’Gorman Gabriele SchusterDieses Buch schlägt eine Brücke zwischen wissenschaftlicher Forschung zu Customer Centricity und ihrer praxisorientierten Anwendung. Das Interesse und die Begeisterung für Customer Centricity sind seit einigen Jahren ungebrochen, doch trotz reger Forschungstätigkeit und großem Interesse aus der Praxis scheitern viele Unternehmen nach wie vor an der Umsetzung. Zahlreiche Beitragsautor:innen betrachten in diesem Buch sowohl die Perspektive der Konsument:innen als auch der Unternehmen und integrieren zukunftsorientierte Ansätze wie Design Thinking, Augmented/Virtual Reality und CX-Plattformen. Die Leser:innen erhalten wissenschaftlich fundierte Handlungsempfehlungen für ein kundenzentriertes Unternehmen von praxiserfahrenen Expert:innen.Mit Beiträgen von:Prof. Dr. Laura-Maria AltendorferElaine BecraftProf. Dr. Thomas BolzProf. Dr. Benny BriesemeisterChristian FeddersenCharlotte FietzLivia FreudlTim GnanntProf. Dr. Stefan Godehardt-BestmannDr. Gregor ElbelProf. Dr. Katja GruppMatthias HackenbrachtProf. Dr. Cansu HattulaProf. Dr. Clare HindleyProf. Dr. Nicole KleinProf. Dr. Alexandra KühtePhilip MaloneyProf. Dr. Rico ManßProf. Dr. Astrid MühlböckProf. Dr. Bettina-Maria Müller Prof. Dr. Miriam O’SheaProf. Dr. Katharina RehfeldProf. Dr. Christian SchachtnerProf. Dr. Katrin E. ScheinProf. Dr. Uta ScheunertProf. Dr. Inga F. SchlömerProf. Dr. Benjamin Schulte Stephan SchusserMelanie StehrDr. Sascha TammTimo ThuencherNeal WesslingProf. Dr. Annegret Wittmann-Wurzer Prof. Dr. Nicola ZechProf. Dr. Matthias ZeisbergDr. Li Zeng
Customer-Centricity in Organized Retailing: A Guide to the Basis of Winning Strategies
by Manoj Kumar Dash Manash Kumar Sahu Jishnu Bhattacharyya Shivam SakshiThis book provides a compendium of cutting-edge knowledge for an efficacious retailing strategy, with lessons from the organized retailing sector in India. It explores customer needs and their impact on developing successful retailing strategies and organized retailing in emerging economies with changing consumer behavior. It discusses the importance of developing appropriate retailing strategies in the context of an emerging economy, being agile and forward-thinking to implement a customer-centric approach across the retail value chain's upstream and downstream actions, and the requirement of clarity on the exact tools and techniques that will allow the retailers to move from their present product-centric state to the looked-for customer-centric state.This book aids the practitioners in developing and adopting a culture of customer-centricity and focuses on various retail strategy concepts and their implementation. It aims to present the multifaceted and multifarious questions of retail marketing in two studies, where each study provides a comprehensive solution.
Customer-Data-Plattformen: Grundlagen, Systeme, Implementierung und Prozesse
by Jonas Rashedi Lena MauerDieses Buch beantwortet grundlegende Fragen zu CDP, gibt einen Überblick über aktuelle CDPs und identifiziert deren Vorteile und Schwachstellen. Zudem setzt es sich mit unterschiedlichen Entwicklungen im Marketingumfeld auseinander, die starke Treiber für den Einsatz einer Customer-Data-Plattform (CDP) sind. Marketing-Entscheider sowie Verantwortliche aus den Bereichen Online-Marketing und E-Commerce erhalten Tipps, wie die passende CDP ausgewählt und implementiert werden kann. Zudem ist dieses Buch interessant für alle Entscheider, die sich damit beschäftigen, wie sie ihren Konsumenten ein besseres Kauferlebnis bieten können. Dabei geht Jonas Rashedi nicht nur auf die technischen Aspekte ein, sondern beleuchtet auch die organisationsbezogenen Voraussetzungen für die erfolgreiche Implementierung und Verwendung einer CDP. Praxisbeispiele veranschaulichen die Inhalte.This book offers an excellent introduction to the CDP category. I recommend it for anyone trying to understand what CDPs do, whether a CDP is right for their company, and how to select the right CDP.David M. Raab, Gründer und CEO des CDP Institutes
The Customer-Driven Playbook: Converting Customer Feedback into Successful Products
by Travis Lowdermilk Jessica RichDespite the wide acceptance of Lean approaches and customer-development strategies, many product teams still have difficulty putting these principles into meaningful action. That’s where The Customer-Driven Playbook comes in. This practical guide provides a complete end-to-end process that will help you understand customers, identify their problems, conceptualize new ideas, and create fantastic products they’ll love.To build successful products, you need to continually test your assumptions about your customers and the products you build. This book shows team leads, researchers, designers, and managers how to use the Hypothesis Progression Framework (HPF) to formulate, experiment with, and make sense of critical customer and product assumptions at every stage. With helpful tips, real-world examples, and complete guides, you’ll quickly learn how to turn Lean theory into action.Collect and formulate your assumptions into hypotheses that can be tested to unlock meaningful insightsConduct experiments to create a continual cadence of learningDerive patterns and meaning from the feedback you’ve collected from customersImprove your confidence when making strategic business and product decisionsTrack the progression of your assumptions, hypotheses, early ideas, concepts, and product features with step-by-step playbooksImprove customer satisfaction by creating a consistent feedback loop
Customer Engagement in Theory and Practice: A Marketing Management Perspective
by Katarzyna ŻyminkowskaOffering a pragmatic understanding of customer engagement as an object of effective marketing management, this book takes an integrative approach and brings together different streams of marketing research, such as customer activism and value formation. The author explores the notion of customer engagement by analysing empirical data compiled from firms operating in the consumer goods and services sectors, as well as from the consumers themselves. An insightful read for scholars of consumer behaviour and customer relationship management, this book advances understanding of the drivers, components and effects (both positive and negative) of customer engagement and proposes a comprehensive framework for its management.
Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service
by John A. GoodmanCustomer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right.Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right.Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to:Design and deliver flawless services and products while setting honest customer expectationsCreate and implement an effective customer access strategyCapture and leverage the voice of the customer to set priorities and improve products, services and marketingUse CRM systems, cutting-edge metrics, and other tools to deliver customer satisfactionCompanies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball.Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.
Customer Experience Analytics: How Customers Can Better Guide Your Web and App Design Decisions
by Akin ArikanAn unprecedented guide to user experience (UX) analytics, this book closes a mission-critical skill gap and enables business professionals in a digital-first world to make smart, effective, and quick decisions based on experience analytics. Despite two decades of web metrics, customer experience has largely remained a black box. UX analytics tools help businesses to see themselves and their customers with a new lens, but decision-makers have had to depend on skilled analysts to interpret data from these tools, causing delays and confusion. No more: this book shows a wide range of professionals how to use UX analytics to improve the customer experience and increase revenue, and teaches the C-SUITE method for applying UX analytics to any digital optimization challenge. It provides 50 case studies and 30 cheat sheets to make this a daily reference, and includes ten mindmaps, one for each role discussed, from senior leaders to product managers to e-commerce specialists. Managers across industries will regularly consult this book to help them guide their teams, and entry- to mid-level professionals in marketing, e-commerce, sales, product management, and more will turn to these pages to improve their websites and apps.
Customer Experience Excellence: The Six Pillars of Growth
by Tim Knight David ConwayDiscover how the world's best brands create outstanding customer experience, engaged teams and market-beating growth with this practical guide, providing a model that will help any organization deliver effective and seamless customer engagement. Customer experience (CX) has been a phrase in business lexicon for over 30 years. Seen by many as the last battleground, where winners will gain competitive advantage and increased market share, there is not a company in the world that is not in some way focused on the quality of the experience they deliver.However, for many businesses, CX is neither a strategic discipline, consistently applied, nor is it a well-trodden path. It's not easy to deliver exceptional customer experience, again and again, and it becomes difficult to have a CX strategy that provides tangible and measurable results. Customer Experience Excellence provides a route map to CX success. Drawing on a vast body of research collated and curated by the global consulting group KPMG, this book shows how the world's most elite organizations have made excellence a habit, by creating authentic, human connections at scale. Whether dealing with external consumers or internal colleagues, learn how to become an enlightened and agile business and 'think customer' at every single touch point.
The Customer of the Future: 10 Guiding Principles for Winning Tomorrow's Business
by Blake MorganTomorrow’s customers need to be targeted today!With emerging technology transforming customer expectations, it’s more important than ever to keep a laser focus on the experience companies provide their customers.In The Customer of the Future, customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective.Tomorrow’s customers will insist on experiences that make their lives significantly easier and better. Companies will win their business not by just proclaiming that customer experience is a priority but by embedding a customer focus into every aspect of their operations. They’ll understand how emerging technologies like artificial intelligence (AI), automation, and analytics are changing the game and craft a strategy to integrate them into their products and processes.The Customer of the Future explains how today’s customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don’t adapt to these new expectations won’t last. This book prepares your organization for these increasing demands by helping you do the following:Learn the ten defining strategies for a customer experience–focused company.Implement new techniques to shift the entire company from being product-focused to being customer-focused.Gain insights through case studies and examples on how the world’s most innovative companies are offering new and compelling customer experiences.Craft a leadership development and culture plan to create lasting change at your organization.
A Customer-oriented Manager for B2B Services: Principles and Implementation
by Valerie MathieuThe notion of customer orientation is becoming a necessity rather than a choice for many companies. It is a lasting response to competitive pressure and supports the company in a renewed definition of its mission, beyond direct economic gain. Within B2B services, the manager, through proximity to their team, their market and their client, is the essential actor in the deployment of this orientation.A Customer-oriented Manager for B2B Services provides managers with the knowledge and tools necessary to implement customer orientation themselves, with the involvement of their extended team. To this end, this book presents a four-step approach: understand the fundamentals of customer orientation in B2B services, know the customer, make the most of the offer and deliver the service.
Customer Relationship Management: Concepts, Applications and Technologies
by Stan Maklan Francis Buttle Daniel D. PriorThis highly regarded textbook provides the definitive account of Customer Relationship Management (CRM) concepts, applications, and technologies, focusing on how companies can create and maintain mutually beneficial relationships with customers.Readers will gain a thorough understanding of the conceptual foundations of CRM, see CRM in practice through illustrative case examples and exercises, and understand how to organise customer data gathering, analysis, and presentation for decision making. The book achieves these outcomes by first considering strategic CRM before moving into operational CRM and, finally, onto analytical aspects of CRM. The fifth edition has been fully updated to include: A series of new case examples to illustrate CRM within various regional and industrial contexts, including those relevant to large, medium, and small enterprises A series of new exercises and discussion questions to help readers understand CRM concepts and to support pedagogical processes, particularly in higher education environments A greater emphasis on managerial applications of CRM through new content to help guide managers An updated account of new and emerging technologies relevant to CRM Expanded coverage of customer experience (CX), customer engagement (CE), and customer journey management (CJM) Customer Relationship Management is essential reading for advanced undergraduate and postgraduate students studying CRM, Sales Management, Customer Experience Management, and Relationship Marketing, as well as executives who oversee CRM functions. Online resources include an Instructor’s Manual, chapter-by-chapter PowerPoint slides, and a bank of exam questions.
Customer Relationship Management in Electronic Markets
by Gopalkrishnan R Iyer David BejouDiscover an important tool in the development of new marketing strategies for satisfying online customers! Edited by two experts in the fields of business and marketing, Customer Relationship Management in Electronic Markets is designed to help you build Internet relationships that lead to customer retention and long-term loyalty. With this book, you will be able to offer customers the benefits they seek in the virtual marketplace and serve their best interests. Examining Web sites, e-mail, data mining, and other technology, this valuable tool can help you attract and keep the customers who will be the most profitable for your business. Despite many predictions that electronic marketing would create high profits for lower costs, many businesses have been discouraged by low yields due to ineffectual methods of obtaining and maintaining customers. Customer Relationship Management in Electronic Markets provides multiple frameworks, strategies, and techniques around which to organize your company&’s electronic marketing plans. It shows you how to calculate trends, predict customer loss and gain, and prevent dissolution through analysis of the customer&’s ever-changing needs. This volume also utilizes examples of real successful companies that have used the Internet to the fullest extent, like Staples, Dell, and Amazon.com. Customer Relationship Management in Electronic Markets is an excellent resource for individuals engaged in any aspect of business relationships, from customer service managers, consultants and corporate trainers in marketing, to owners of major corporations, online businesses and entrepreneurs, and students in the field. Specifically, you will gain information on the following: business-to-business (B2B) and business-to-customer (B2C) exchanges-similarities, differences, and how the Internet has changed these relationships the prospects of the Internet for marketing and customer relationships-predictions, positive effects, and negative effects from its inception to today how to develop and maintain a loyal customer base via the Internet improving B2B exchanges and business buyer relationship management through seamless Internet integration how to create a Web site that satisfies loyal customers and draws in new customers Featuring several charts, tables, and graphs, this guide provides effective measures that you can institute to ensure your company&’s longevity. Customer Relationship Management in Electronic Markets will help you create marketing strategies that will successfully meet the needs of your customers and enhance your business reputation.
Customer Relationship Management Systems Handbook
by Duane E. SharpThis handbook provides a detailed description and analysis of the concepts, processes, and technologies used in the development and implementation of an effective customer relationship (CRM) strategy. It takes readers through the evolution of CRM- from its early beginning to today's sophisticated data warehouse-based systems. Illustrations enhance the textual presentation. Case studies provide insight and lessons-to-be-learned and describe the benefits of successful CRM implementations. The chapter on privacy issues covers the processes companies use to ensure the privacy of their customer data, the last chapter explores the benefits of a well-conceived CRM strategy.
Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone
by Stephen CosciaExceptional customer service is crucial to a successful phone-based business. Quality service can secure customer loyalty, while poor service can lose it. This concise guide examines various important scenarios that a customer service representative is likely to encounter and shows how to best handle each situation. This guide also explains how to make effective use of voice mail, email, fax, and letters.