This 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 dec...

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...

Business analysis is a key discipline within business transformation projects. Too often business changes are introduced without such analysis, leading to failed projects, wasted investment and unnecessary business disruption. Effective business analysis enables greater project success, informed investment and beneficial business outcomes.Business Analysis describes the entire landscape for successful business change, explaining the range of services offered by bus...

Business Analysis has never been more important, and valuable, to organisations as they strive to adapt to an ever-changing and faster-changing environment. This expanded edition of Business Analysis Techniques provides detailed guidance on the range and application of the techniques available to assist business analysts and others in their work.Business Analysis Techniques provides a foundation for the effective specification, design and development of digital sol...

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...

A comprehensive reference presenting the critical concepts and theories all project managers must master, The AMA Handbook of Project Management compiles essays and advice from the field’s top professionals. Compatible with the most recent edition of the Project Management Body of Knowledge® and featuring new data on the Project Management Office, the completely revised third edition shows readers how to: • Establish project goals • Implement planning on both the strategic and operational ...

SHORTLISTED: CMI Management Book of the Year 2017 - Management Futures CategoryUnderstand how to drive business performance with your organizational data and analytics in the second edition of Data-Driven Organization Design.Using data and analytics is a key opportunity for businesses to transform performance and achieve success. With a data-driven approach, all the elements of the organizational system can be connected to...

As an executive, your organization may have limited resources. This book will instruct you and your leadership teams on implementing strategy through identifying, selecting, prioritizing, resourcing, and governing an optimal work portfolio. You’ll learn how to sponsor every project stage, as well as leading project managers as direct reports. Detailed advice is given for developing project management competency and utilizing input from customers, employees, and processes. You’ll learn how ...

Without a doubt, new technologies, and notably the Internet, have had a profound and lasting impact on the marketing function. A paradigm shift has occurred which will forever change the way marketers and marketing managers work. This doesn’t mean, however, that ‘old’ marketing tools are no longer relevant.In this brand new textbook, Cor Molenaar summarizes classic concepts and current developments to create a new, integrated marketing model, in which all components are part of a c...

This book is a mix of practical and conceptual knowledge for e-commerce that discusses strategies to use when a business wants to take advantage of e-commerce to increase their sales and international exposure. The material is based on the author's 20 years of applying it in industry, his doctoral studies of e-commerce, and on his lecture notes for e-commerce that have accumulated over the last decade. It is composed of over 20 chapters and is intended mainly for business people that need ...

This book offers a practical solution for every organization that needs to monitor the effectiveness of their risk management. Written by a practising Chief Risk Officer, ***Risk Maturity Models***enables you to build confidence in your organization's risk management process through a tailored risk maturity model that lends itself to benchmarking. This is a management tool that is easy to design, practical and powerful, which can baseline and self-improve the maturity capabilities needed t...

For decades, outsourcing has been a major international phenomenon in business. The areas of Technology, Information Technology and Management represent a unique case for outsourcing both in terms of benefits and potential interorganisational problems.This fully updated text has been brought up to date with this new landscape, including discussion of Robotic Process Automation, Internet of Things, cloud computing, low code and DevOps and agile. With a range of new global case studi...