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The Complete Idiot's Guide to Great Customer Service
Author Ron Karr
You're no idiot, of course. You skillfully manage your kids' temper tantrums, diplomatically handle office politics, and even pleasantly deal with your friends' bickering. But when it comes to handling customer service, you feel utterly lost. It's time to make g....
Release Date 2003/01 -
Author Barton J. Goldenberg
Barton Goldenberg shares his unparalleled practical expertise on everything from security to internationalization, helping you avoid disastrous missteps—and transform the potential of CRM into long-lasting competitive advantage.Identify your goals and customize a CR....
Release Date 2002/02 -
From Concept to Wall Street: A Complete Guide to Entrepreneurship and Venture Capital
Author Ron Lubash , Davidi Gilo , Chemi Peres , Uri Geiger , Oren Fuerst
From Concept to Wall Street is the definitive guide to the new realities of venture capital. Two leading experts in venture-backed entrepreneurship offer start-to-finish coverage of the entire process: planning, teambuilding, protecting intellectual property, identi....
Release Date 2002/08 -
Customer Relationship Management: Getting It Right!
Author Judith W. Kincaid
Build a winning CRM program—one step at a time.This book presents a complete, step-by-step blueprint for designing, implementing, and managing a successful CRM program. The former Director of HP's enterprise-wide CRM initiative shows how to identify the elements of....
Release Date 2002/10 -
Organization 21C: Someday All Organizations Will Lead This Way
Author Subir Chowdhury
Organization 21C: Someday All Organizations Will Lead This Way brings together 19 all-new essays by the world's leading management thinkers, covering every key driver of organizational success: leadership, process, people, and organizational design. You'll find br....
Release Date 2002/09 -
Accelerating Customer Relationships: Using CRM and Relationship Technologies™
Author Ronald S. Swift
Leverage people, processes, activities, information, and technologies to...Acquire new, more profitable customersBuild long-term customer loyaltyServe every customer as an individualDrive powerful marketing opportunitiesIncrease profits and shareholder value!The sta....
Release Date 2000/09 -
Customer Relationship Management: The Bottom Line to Optimizing Your ROI
Author Dr. Natalie L. Petouhoff , Dr. Jon Anton
For undergraduate/graduate-level courses in Quantitative Measurement and Consumer Behavior.Cutting-edge in perspective, this text presents innovative proven methods for determining whether a Customer Relationship Management (CRM) strategy for changing the way a comp....
Release Date 2001/12 -
Clued In: How To Keep Customers Coming Back Again and Again
Author Lewis P. Carbone
Good, bad, or indifferent, every customer has an experience with your company and the products or services you provide. But few businesses really manage that customer experience... so they lose the chance to transform customers into lifetime customers.In this book, ....
Release Date 2004/05 -
Predators and Profits: 100+ Ways for Investors to Protect Their Nest Eggs
Author Martin Howell
Predators and Profits helps you uncover the kind of scandals that brought down Enron and Worldcom. Are problem stocks still lurking in your portfolio? Learn how to identify them, while there’s still time. Leading Reuters business journalist Martin Howell identifies ....
Release Date 2003/04 -
Investment Fables: Exposing the Myths of "Can't Miss" Investment Strategies
Author Aswath Damodaran
A hard-nosed, objective evaluation of today's most widely-touted investment strategies.Examines 14 common investment strategies and presents exactly what works--and what doesn't.Beyond anecdotes: run the numbers with one of the world's leading investment research....
Release Date 2004/03 -
From Ice Cream to the Internet: Using Franchising to Drive the Growth and Profits of Your Company
Author Scott A. Shane
In this book, Dr. Scott A. Shane systematically helps businesses assess the pros and cons of the decision to franchise. This book focuses squarely on the issues and challenges faced by franchisors. Shane answers key questions such as: What do successful franchisors....
Release Date 2005/01 -
The Fortune at the Bottom of the Pyramid: Eradicating Poverty Through Profits
Author C. K. Prahalad
The world's most exciting, fastest-growing new market is where you least expect it: at the bottom of the pyramid. Collectively, the world's billions of poor people have immense untapped buying power. They represent an enormous opportunity for companies who learn h....
Release Date 2006/01 -
Web Content Management: A Collaborative Approach
Author Russell Nakano
Praise for Web Content Management: A Collaborative Approach“I thought this book was very good. Well-written, easy to understand, clear, good illustrations, and topical. This is complex, somewhat slippery material, and the author has made it clear and graspable.” ....
Release Date 2001/09 -
The CRM Handbook: A Business Guide to Customer Relationship Management
Author Jill Dyché
Praise for The CRM Handbook“Want to avoid being one of the estimated 70 percent of companies who have tried implementing standalone CRM systems and failed? Confused by what your IT suppliers are telling you about ‘CRM’? Then you need to read this book! Jill provides....
Release Date 2001/08 -
The Web Content Style Guide: An Essential Reference for Online Writers, Editors, and Managers
Author Catherine O’Dowd , Rob Norton , Gerry McGovern
As quality becomes ever more critical in differentiating successful websites, the need for a professional approach to your content is growing. The Web Content Style Guide provides a set of standards and rules to ensure consistent quality content and a flawless servi....
Release Date 2001/11 -
Managing Enterprise Content: A Unified Content Strategy
Author Steve Manning , Pamela Kostur , Ann Rockley
Today's businesses are overwhelmed with the need to create more content, faster, cutomized for more customers, and for more media than ever before. Managing Enterprise Content: A Unified Content Strategy provides the concepts, strategies, guidelines, processes, and....
Release Date 2002/10 -
IBM Content Analytics Version 2.2: Discovering Actionable Insight from Your Content
Author Kei Sugano , Nitaben Patel , Tetsuya Nasukawa , Kristin McNeil , Josemina Magdalen
With IBM® Content Analytics Version 2.2, you can unlock the value of unstructured content and gain new business insight. IBM Content Analytics Version 2.2 provides a robust interface for exploratory analytics of unstructured content. It empowers a new class of analy....
Release Date 2011/05 -
Creating Value-Based Archiving Solutions with IBM Content Collector
Author Harry Yessayan , Daniel Pittner , Mark Martin , Yigal Dayan , Ming Qun Chi , Brent Be
This IBM® Redbooks® publication describes how the IBM Content Collector family of products can help companies to create value-based archiving solutions. IBM Content Collector provides enterprise-wide content archiving and retention management capabilities. It also p....
Release Date 2013/01 -
IBM FileNet Content Manager Implementation Best Practices and Recommendations
Author Dimitris Tzouvelis , Michael Seaman , Sridhar Satuloori , Elizabeth Koumpan , Ruth H
IBM® FileNet® Content Manager Version 5.2 provides full content lifecycle and extensive document management capabilities for digital content. IBM FileNet Content Manager is tightly integrated with the family of IBM FileNet products based on the IBM FileNet P8 techni....
Release Date 2013/06 -
IBM Watson Content Analytics: Discovering Actionable Insight from Your Content
Author Wei-Dong Zhu , Martin Triska , Jane Singer , Mark Paulis , Tetsuya Nasukawa , Amarjee
IBM® Watson™ Content Analytics (Content Analytics) Version 3.0 (formerly known as IBM Content Analytics with Enterprise Search (ICAwES)) helps you to unlock the value of unstructured content to gain new actionable business insight and provides the enterprise search ....
Release Date 2014/07 -
Creating Online Videos That Engage Viewers
Author Raymond Pirouz , Matthew Thomson , Allison R. Johnson , Dante M. Pirouz
The Holy Grail of modern online marketing is video content that “goes viral,” meaning that it captures an enormous number of views and leads audiences to share, comment or click that they “like” a video. Various experts have ....
Release Date 2015/07 -
How Customers View Self-service Technologies
Author Joel E. Collier , Sheryl E. Kimes
Consumers are not running away from self-service options — just poorly implemented ones. Managers often underestimate customer’s need for employee interaction during a self-service experience, as well as customer desires for convenience and for transact....
Release Date 2015/10 -
Using Social Media in Business Disputes
Author David Orozco
Large companies frequently exploit their vastly superior legal resources and capabilities to the disadvantage of smaller competitors. The mere threat of litigation and the prospect of a prolonged lawsuit are often all that is necessary to persuade a smaller busines....
Release Date 2016/01 -
Finding the Right Role for Social Media in Innovation
Author Deborah L. Roberts , Frank T. Piller
Social media success stories have highlighted the impact social media can have on companies’ fortunes. Yet the authors argue that there is a significant opportunity that isn’t being realized: utilizing social media to support innovation and new product ....
Release Date 2016/04 -
The Metrics That Marketers Muddle
Author Charan K. Bagga , Neil T. Bendle
A big challenge for marketing is demonstrating its business value. As the finance function becomes more powerful within companies, some see marketing’s influence as declining. One major reason is the difficulty of measuring its impact. The article has two pur....
Release Date 2016/04 -
Author Byron Hanson , David H. Henard , Michael A. Stanko , Charan K. Bagga , Neil T. Bendl
Too often, great products fail because customers do not recognize the value that they create. Although we now have ample insight into how customers evaluate new products, many companies focus primarily on creating value -- without enough regard to how customers rec....
Release Date 2016/04 -
When Employees Don't 'Like' Their Employers on Social Media
Author Pamela Lirio , Marie-Cécile Cervellon
More than 2 billion people worldwide are users of social media, making it a logical platform for companies seeking to attract potential employees and engage consumers with their brands. In addition to sharing information on brand activities through official social ....
Release Date 2016/01