Serving Online Customers

Author: Donald A. Barclay
Publisher: Rowman & Littlefield
ISBN: 0810887339
Size: 49.20 MB
Format: PDF
View: 4059
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Serving Online Customers from the Author: Donald A. Barclay. Before the Web existed, anyone who wanted free information had to use the library. Now, a wealth of information on every possible service is accessible online. To compete in the digital age, libraries must provide outstanding customer service to their virtual users. In Serving Online Customers: Lessons for Libraries from the Business World, Donald A. Barclay carefully examines business literature to identify the best customer service practices of online companies and shows readers how to adapt these practices to the library environment. Chapter coverage includes these critical areas: Improving the Self-Service Experience Bringing Reference Service to the Online Customer Adding Libraries to the Distance Education Mix Designing Library Websites for Both Trust and Pleasure Implementing Recommendation Agents and Avatars into Online Services Linking Continuous Assessment to Online Service Improvement This book will help any library greatly enhance their online users’ experience and help bring new users to the library.

Managing Customer Relationships

Author: Don Peppers
Publisher: John Wiley & Sons
ISBN: 0471656410
Size: 75.37 MB
Format: PDF, Kindle
View: 4008
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Managing Customer Relationships from the Author: Don Peppers. 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.

Managing Knock Your Socks Off Service

Author: Chip R. Bell
Publisher: AMACOM Div American Mgmt Assn
ISBN: 0814432050
Size: 36.76 MB
Format: PDF, Kindle
View: 4178
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Managing Knock Your Socks Off Service from the Author: Chip R. Bell. In our increasingly connected world, customer service can make or break a business. Companies that excel keep customers coming back—and those who don’t soon discover that word spreads fast. The difference is in how managers train, coach, and support frontline employees. Extensively revised with today’s empowered, web-savvy consumer in mind, Managing Knock Your Socks Off Service shows managers and supervisors how to: • Find and retain service-oriented people • Understand customer needs, expectations and desires • Build a service vision • Design a user-friendly service delivery process • Involve and inspire employees • Recognize and reward good performance. The third edition features new chapters on: learning from lost customers; inciting passion and incentivizing service; fostering trust; and delivering great customer experiences online. In short, everything readers need to ensure their frontline employees become their company’s biggest asset.

Mastering Online Marketing

Author: Mitch Meyerson
Publisher: Entrepreneur Press
ISBN: 1613080360
Size: 34.32 MB
Format: PDF, Mobi
View: 3651
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Mastering Online Marketing from the Author: Mitch Meyerson. Learn to avoid the #1 problem that plagues most online businesses—an under-performing website. The rise in online shopping has led countless entrepreneurs to jump on the e-commerce bandwagon—but despite their big dreams and hard work, most fail. This book shows them how to succeed in grabbing their piece of the e-commerce pie. Forgoing get-rich-quick hype for best practices and solid marketing principles, two world-class online marketers offer an unbeatable 12-step system that creates a profitable and sustainable online business. Hundreds of proven strategic and tactics, as well as dozens of time-saving web resources, help you jumpstart the process. The authors reveal the 10 most common e-commerce mistakes and offer fail-safe strategies for avoiding them. Innovative automation strategies save you time and money and help you create new streams of passive income. Featuring current technology—including Web 2.0 innovations, web conferencing, podcasts, blogging and more—this comprehensive manual puts website owners on the road to profitability.

The New Public Service

Author: Janet V Denhardt
Publisher: Routledge
ISBN: 1315289474
Size: 43.43 MB
Format: PDF, ePub
View: 6923
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The New Public Service from the Author: Janet V Denhardt. This widely praised work provides a framework for the many voices calling for the reaffirmation of democratic values, citizenship, and service in the public interest. The expanded edition includes an all-new chapter that addresses the practical issues of applying these ideals in actual, real-life situations. "The New Public Service, Expanded Edition" is organized around a set of seven core principles: serve citizens, not customers; seek the public interest; value citizenship and public service above entrepreneurship; think strategically, act democratically; recognize that accountability isn't simple; serve, rather than steer; and value people, not just productivity. The book asks us to think carefully and critically about what public service is, why it is important, and what values ought to guide what we do and how we do it. It celebrates what is distinctive, important and meaningful about public service and considers how we might better live up to those ideals and values. All students and serious practitioners in public administration and public policy should read this book. While debates about public policy issues will surely continue, this compact, clearly written volume provides an important framework for public service based on and fully integrated with citizen discourse and the public interest.

Grocery E Commerce

Author: Niels Kornum
Publisher: Edward Elgar Publishing
ISBN: 9781781008317
Size: 54.59 MB
Format: PDF, Docs
View: 1911
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Grocery E Commerce from the Author: Niels Kornum. This book attempts to shed light on why it is so difficult to develop and maintain successful businesses in the grocery e-commerce arena. Within the last five years, grocery e-commerce has experienced both consistent successes such as Tesco.com and irrevocable failures such as Webvan.com. Niels Kornum and Mogens Bjerre bring key researchers together to investigate the factors contributing to the success of grocery e-commerce, particularly in countries that had the earliest and most extensive experiences in this field: the USA, the UK and Scandinavia.

Data Warehousing

Author: C.S.R. PRABHU
Publisher: PHI Learning Pvt. Ltd.
ISBN: 8120336275
Size: 42.76 MB
Format: PDF, Mobi
View: 7679
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Data Warehousing from the Author: C.S.R. PRABHU. The Third Edition of this well-received text analyses the fundamental concepts of data warehousing, data marts, and OLAP. The author discusses, in an easy-to-understand language, important topics such as data mining, how to build a data warehouse, and potential applications of data warehousing technology in government. Besides, the text compares and contrasts the currently available software tools used to design and develop data warehouses. While retaining the six existing case studies, it gives four new case studies:  HARBOR, A Highly Available Data Warehouse  A Typical Business Data Warehouse for a Trading Company  Customer Data Warehouse for the World’s First and Largest Online Bank in the United Kingdom  A German Supermarket EDEKA’s Data Warehouse The book, which is a blend of principles and real-life case studies, is intended as a text for students of B.Tech/M.Tech (Computer Science and Engineering), B.Tech/M.Tech (Information Technology), MBA, M.Sc. (Computer Science), M.Sc. (Information Technology), and MCA. It should also be of considerable utility and worth to software professionals and database practitioners.

Internet Marketing Integrating Online And Offline Strategies

Author: Mary Lou Roberts
Publisher: Cengage Learning
ISBN: 1285402030
Size: 39.58 MB
Format: PDF, ePub
View: 7755
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Internet Marketing Integrating Online And Offline Strategies from the Author: Mary Lou Roberts. INTERNET MARKETING, 3RD EDITION provides comprehensive coverage of the rapidly changing field of Internet marketing that is timely and relevant. It relies on extant marketing theory where appropriate and introduces many conceptual frameworks to structure student understanding of Internet marketing issues. Above all, it works on the premise that the Internet--whether used as a medium of communication or as a channel of distribution--is only one component of the contemporary marketer's arsenal. The key issue facing marketers today is how to best integrate this powerful new component, continuing developments in Internet marketing into their strategies and media plans. That ongoing challenge represents the essential theme of this text. Important Notice: Media content referenced within the product description or the product text may not be available in the ebook version.

Superior Customer Value In The New Economy

Author: Art Weinstein
Publisher: CRC Press
ISBN: 0203501497
Size: 25.53 MB
Format: PDF, ePub
View: 190
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Superior Customer Value In The New Economy from the Author: Art Weinstein. Great companies consistently meet and exceed customer desires. Superior Customer Value in the New Economy: Concepts and Cases, Second Edition offers a blueprint for responding effectively to customer demands and for creating the benchmarks common to world-class service companies. The Second Edition elaborates on the latest perspectives of the business and academic communities, exploring leading marketing and managing developments in the crucial area of customer value (CV). It delivers expert guidance on designing, implementing, and evaluating a CV strategy that benefits e-service and information-based organizations. Building upon concepts, cases, and in-chapter applications, the book addresses best practices, organizational responsiveness, market orientation, and the planning and strategy issues that result in high rates of customer satisfaction in e-service and information-based organizations. It concludes with 18 detailed, "hands-on" examples of companies attempting to create customer value. Each case study delivers an in-depth look at major CV themes such as responding to change, being customer oriented, customer loyalty, and more. Each of these real-world examples provides excellent learning opportunities to model effective customer value behavior and practices.

Electronic Commerce Concepts Methodologies Tools And Applications

Author: Becker, Annie
Publisher: IGI Global
ISBN: 9781599049441
Size: 75.67 MB
Format: PDF
View: 577
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Electronic Commerce Concepts Methodologies Tools And Applications from the Author: Becker, Annie. Compiles top research from the world's leading experts on many topics related to electronic commerce. Covers topics including mobile commerce, virtual enterprises, business-to-business applications, Web services, and enterprise methodologies.