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Why CRM Dosen’t Work: How to Win by Letting Customers Manage the Relationship - Frederick Newell
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Frederick Newell:
Why CRM Dosen’t Work: How to Win by Letting Customers Manage the Relationship - signed or inscribed book

2008, ISBN: 9780749442415

Paperback, Hardcover, ID: 649615823

Oxford University Press, 1954 . Hardback in Dust Wrapper.. Very Good - in Good Dust Wrapper. GLOWING RED APRIL SALE! 30% OFF! | Dust Wrapper over Green boards with Silver titling to the Spine. 7½" x 5". [IX] 155pp. | First Edition (First Printing). For more photos or information, use the «Ask Bookseller» button and I'll be pleased to help. The book is in stock and ships from the bucolic paradise of Peasedown St. John, near Bath, England from a long-established bookseller - guaranteed by my reputation and the UK Distance Selling Act. Remember! BUYING THIS BOOK means my Jack Russells get their supper and I get to work harder for less money! Condition :: Very Good - in Good Dust Wrapper. Unlaminated dust wrapper a little edgeworn and faded and scuffed., Oxford University Press, 1954, Harvard Business School Press, 1996 Near-new condition - NO remainder marks or price clippings - Tight spine - Bright pages. 323 pages - NO writing, marks or tears inside book. - The business world seems to have given up on loyalty: many major corporations now lose -- and have to replace -- half their customers in five years, half their employees in four, and half their investors in less than one. This book shows why companies that ignore these skyrocketing defections face a dismal future of low growth, weak profits, and shortened life expectancy. In The Loyalty Effect Fred Reichheld demonstrates the power of loyalty-based management as a highly profitable alternative to the economics of perpetual churn. He lays out the principles that connect value creation, loyalty, growth, and profits and shows how great companies like State Farm, Toyota/Lexus, MBNA, John Deere, and the Leo Burnett advertising agency have used these principles to build unassailable franchises of loyal customers, loyal employees, and loyal owners. He describes the key business philosophies that underlie the remarkable results of these loyalty leaders. The Loyalty Effect will provide your company with an effective approach to sustained value creation and change the way you think about loyalty, profits, and the nature of business. Reichheld makes the powerful economic case for loyalty - and takes you through the numbers to prove it. His startling conclusions show how even a small improvement in customer retention can double profits for your company. From The Critics Publishers Weekly Reichheld, a director of Bain & Co., a strategy consulting firm in Boston, takes an old-fashioned concept-loyalty-and shows its relevance to customer retention and long-term profit growth. His position seems obvious, but its import has been lost amid the rapid turnover in the current business climate. He notes that major companies replace half their customers in five years, half their employees in four and a half and their investors in less than one. To counteract this trend, he recommends loyalty-based management, in which businesses not only make a conscious effort to retain customers but also develop strategies for attracting the kind who are likely to remain loyal. Reichheld also posits a "cause-and-effect relationship" between employee and customer loyalty. Writing with Teal, a senior editor at Bain & Co., he makes his point with examples from State Farm, Toyota/Lexus and others that have improved their bottom lines and insured long-term growth by developing loyalty. BookList Much has been written recently lamenting the loss of loyalty in all aspects of society. This loss seems magnified in the corporate world, where job change is often the only ticket for getting ahead and where companies regularly abandon communities and downsize longtime workers out of jobs. In "White-Collar Blues", Charles Heckscher last year surveyed the state of middle-management loyalty and offered solutions for rebuilding loyalties. Now Reichheld, director at a strategy consulting firm with its own "loyalty practice," analyzes not only employee but also customer and investor loyalty and demonstrates the measurable results that strong loyalties have on corporate profits. Reichheld notes that traditional accounting systems do not show the "loyalty effect" and offers gauges that do. To make his case, he uses such companies as Lexus, John Deere, and Leo Burnett -- the "loyalty royalty" -- as examples. Financial Times Sound advice on every page, supported by powerful argument.... Deserves to become a business classic.. Hard Cover. Fine/Fine. 8vo - over 7¾" - 9¾" tall., Harvard Business School Press, 1996, New York, NY, U.S.A.: E.P. Dutton & Co., Inc., 1963. White pictorial printer wrapper. Volume has minor wear. Now in protective wrap. "The fifteen essays collected in this anthology show the widely ranging concern of noted philosophers and social scientists regarding the dilemma caused by our contemporary organizational society. Their concern has found different channels of expression, but their work has a common denominator: the preservation of the integrated and well-functioning individual under pressure from a complex, crisis-ridden society." 1. The Fight Against Totalitarianism - Karl Jaspers; 2. Individualism in Suburbia - William H. Whyte, Jr.; 3. The Concept of Spiritual Heritage - Gabriel Marcel; 4. Loyalty and Authority - Carl J. Friedrich; 5. Man is Not a Thing - Erich Fromm; 6. The Invasion of Privacy: Technology and the Claims of the Community - Richard H. Rovere; 7. Big Technology and Neutral Technicians - Max Lerner; 8. The Person Alone - Barbara Probst Solomon; 9. The College Student in an Age of Organization - David Riesman; 10. Bureaucratic Structure and Personality - Robert K. Merton; 11. Some Questions on the Measurement and Evaluation of Organization - Kenneth E. Boulding; 12. The Organizational Dilemma in American Protestantism - Robert Lee; 13. The Pattern of Leisure in Contemporary American Culture - Margaret Mead; 14. Mass Society and Post-Modern Fiction - Irving Howe; 15. The Individual's Demand on Society - Hadley Cantril . Original Softcover. Soft Cover. Very Good/No Jacket., E.P. Dutton & Co., Inc., 1963, NY: Pegasus, (c1968). Trade Paperback. Light cover wear/soil, text clean/tight: VG+.. Small 8vo. Inscribed & SIGNED by the editor "To Bill and Dorothy Loos with affection." Essays by: Everett E. Gendler, Michael Harrington, Arnold S. Kaufman, John Courtney Murray, William O'Brien, Quentin L. Quade, Paul Ramsey, Jerome M. Segal, & Mulford Q. Sibley., Pegasus, Kogan Page Limited/Viva Books, 2008. First edition. Softcover. New. CRM was supposed to help businesses better understand their customers and increase efficiency. Yet most companies are not getting the return they expected. Is it possible to make your customers happy and, at the same time, improve ROI? Is there a practical, affordable way to get customers to tell you what they really want? In Why CRM Doesn’t Work, leading international marketing consultant Frederick Newell explains why it’s time to change the game to CMR (Customer Management of Relationships). CMR allows you to empower customers so they’ll tell you what kind of information they want, what level of service they want to receive, and how they want you to communicate with them – where, when, and how often. It is a bold solution for business people at all levels in all industries who want to stay ahead of the curve in the development of customer loyalty. Newell shows by lesson and example why the current CRM isn’t working, what needs to change, and how to put the CMR philosophy to work at your company – without additional expense. You’ll read case studies of good and bad relationship marketing from companies as diverse as Kraft Foods, Procter & Gamble, Budweiser, Charles Schwab, Dell, IBM, Lands’ End, Sports Authority, Radio Shack, and Staples. With this book, you can build long-term relationships and bring in profits instead of relying on one-time sales. Why CRM Doesn’t Work is important reading for companies of every size that are trying to satisfy and sell to today’s consumer. Contents: What’s not working: Why doesn’t CRM work?; It’s not a question of the chicken or the egg; "One girl in a convertible"; Why do we have two ears and only one mouth?; • What needs to change: It’s no longer good enough to ask forgiveness rather than permission; Permission in action; Type, point, click, and send now; Who’s minding the store?; Personalization technology – Boon or bust?; But what about the loyalty card?; No card? No problem?; All Cows look alike • How to Change: Before you build a better mousetrap; Customer service – who cares?; Which customers and why; Crossing the chasm – what will you need to change?; There’s no free lunch; Don’t boil the ocean • A look ahead: There’s no there, there; Electronic empowerment; What do customers want from mobile messaging?; Will Wall Street care? • Conclusion • After word • Notes • Index Printed Pages: 268., Kogan Page Limited/Viva Books, 2008

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Why CRM Dosen’t Work: How to Win by Letting Customers Manage the Relationship - Frederick Newell
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Frederick Newell:
Why CRM Dosen’t Work: How to Win by Letting Customers Manage the Relationship - Paperback

2008, ISBN: 9780749442415

ID: 1037653318

Kogan Page Limited/Viva Books, 2008. First edition. Softcover. New. CRM was supposed to help businesses better understand their customers and increase efficiency. Yet most companies are not getting the return they expected. Is it possible to make your customers happy and, at the same time, improve ROI? Is there a practical, affordable way to get customers to tell you what they really want? In Why CRM Doesn’t Work, leading international marketing consultant Frederick Newell explains why it’s time to change the game to CMR (Customer Management of Relationships). CMR allows you to empower customers so they’ll tell you what kind of information they want, what level of service they want to receive, and how they want you to communicate with them – where, when, and how often. It is a bold solution for business people at all levels in all industries who want to stay ahead of the curve in the development of customer loyalty. Newell shows by lesson and example why the current CRM isn’t working, what needs to change, and how to put the CMR philosophy to work at your company – without additional expense. You’ll read case studies of good and bad relationship marketing from companies as diverse as Kraft Foods, Procter & Gamble, Budweiser, Charles Schwab, Dell, IBM, Lands’ End, Sports Authority, Radio Shack, and Staples. With this book, you can build long-term relationships and bring in profits instead of relying on one-time sales. Why CRM Doesn’t Work is important reading for companies of every size that are trying to satisfy and sell to today’s consumer. Contents: What’s not working: Why doesn’t CRM work?; It’s not a question of the chicken or the egg; ""One girl in a convertible""; Why do we have two ears and only one mouth?; • What needs to change: It’s no longer good enough to ask forgiveness rather than permission; Permission in action; Type, point, click, and send now; Who’s minding the store?; Personalization technology – Boon or bust?; But what about the loyalty card?; No card? No problem?; All Cows look alike • How to Change: Before you build a better mousetrap; Customer service – who cares?; Which customers and why; Crossing the chasm – what will you need to change?; There’s no free lunch; Don’t boil the ocean • A look ahead: There’s no there, there; Electronic empowerment; What do customers want from mobile messaging?; Will Wall Street care? • Conclusion • After word • Notes • Index Printed Pages: 268., Kogan Page Limited/Viva Books, 2008

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Why CRM Dosen’t Work: How to Win by Letting Customers Manage the Relationship - Frederick Newell
book is out-of-stock
(*)
Frederick Newell:
Why CRM Dosen’t Work: How to Win by Letting Customers Manage the Relationship - Paperback

2008, ISBN: 9780749442415

ID: 844220545

Kogan Page Limited/Viva Books, 2008. First edition. Softcover. New. CRM was supposed to help businesses better understand their customers and increase efficiency. Yet most companies are not getting the return they expected. Is it possible to make your customers happy and, at the same time, improve ROI? Is there a practical, affordable way to get customers to tell you what they really want? In Why CRM Doesn’t Work, leading international marketing consultant Frederick Newell explains why it’s time to change the game to CMR (Customer Management of Relationships). CMR allows you to empower customers so they’ll tell you what kind of information they want, what level of service they want to receive, and how they want you to communicate with them – where, when, and how often. It is a bold solution for business people at all levels in all industries who want to stay ahead of the curve in the development of customer loyalty. Newell shows by lesson and example why the current CRM isn’t working, what needs to change, and how to put the CMR philosophy to work at your company – without additional expense. You’ll read case studies of good and bad relationship marketing from companies as diverse as Kraft Foods, Procter & Gamble, Budweiser, Charles Schwab, Dell, IBM, Lands’ End, Sports Authority, Radio Shack, and Staples. With this book, you can build long-term relationships and bring in profits instead of relying on one-time sales. Why CRM Doesn’t Work is important reading for companies of every size that are trying to satisfy and sell to today’s consumer. Contents: What’s not working: Why doesn’t CRM work?; It’s not a question of the chicken or the egg; "One girl in a convertible"; Why do we have two ears and only one mouth?; • What needs to change: It’s no longer good enough to ask forgiveness rather than permission; Permission in action; Type, point, click, and send now; Who’s minding the store?; Personalization technology – Boon or bust?; But what about the loyalty card?; No card? No problem?; All Cows look alike • How to Change: Before you build a better mousetrap; Customer service – who cares?; Which customers and why; Crossing the chasm – what will you need to change?; There’s no free lunch; Don’t boil the ocean • A look ahead: There’s no there, there; Electronic empowerment; What do customers want from mobile messaging?; Will Wall Street care? • Conclusion • After word • Notes • Index Printed Pages: 268., Kogan Page Limited/Viva Books, 2008

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Why CRM Dosen’t Work: How to Win by Letting Customers Manage the Relationship - Frederick Newell
book is out-of-stock
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Frederick Newell:
Why CRM Dosen’t Work: How to Win by Letting Customers Manage the Relationship - First edition

2008, ISBN: 0749442417

Paperback, ID: 17351816201

[EAN: 9780749442415], Neubuch, [PU: Kogan Page Limited/Viva Books], WHY CRM DOSEN€™T WORK: HOW TO WIN BY LETTING CUSTOMERS MANAGE THE RELATIONSHIPFREDERICK NEWELL9780749442415, CRM was supposed to help businesses better understand their customers and increase efficiency. Yet most companies are not getting the return they expected. Is it possible to make your customers happy and, at the same time, improve ROI? Is there a practical, affordable way to get customers to tell you what they really want? In Why CRM Doesn’t Work, leading international marketing consultant Frederick Newell explains why it’s time to change the game to CMR (Customer Management of Relationships). CMR allows you to empower customers so they’ll tell you what kind of information they want, what level of service they want to receive, and how they want you to communicate with them â€" where, when, and how often. It is a bold solution for business people at all levels in all industries who want to stay ahead of the curve in the development of customer loyalty. Newell shows by lesson and example why the current CRM isn’t working, what needs to change, and how to put the CMR philosophy to work at your company â€" without additional expense. You’ll read case studies of good and bad relationship marketing from companies as diverse as Kraft Foods, Procter & Gamble, Budweiser, Charles Schwab, Dell, IBM, Lands’ End, Sports Authority, Radio Shack, and Staples. With this book, you can build long-term relationships and bring in profits instead of relying on one-time sales. Why CRM Doesn’t Work is important reading for companies of every size that are trying to satisfy and sell to today’s consumer. Contents: What’s not working: Why doesn’t CRM work?; It’s not a question of the chicken or the egg; "One girl in a convertible"; Why do we have two ears and only one mouth?; • What needs to change: It’s no longer good enough to ask forgiveness rather than permission; Permission in action; Type, point, click, and send now; Who’s minding the store?; Personalization technology â€" Boon or bust?; But what about the loyalty card?; No card? No problem?; All Cows look alike • How to Change: Before you build a better mousetrap; Customer service â€" who cares?; Which customers and why; Crossing the chasm â€" what will you need to change?; There’s no free lunch; Don’t boil the ocean • A look ahead: There’s no there, there; Electronic empowerment; What do customers want from mobile messaging?; Will Wall Street care? • Conclusion • After word • Notes • Index Printed Pages: 268.

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Why CRM Dosen?t Work: How to Win by Letting Customers Manage the Relationship - Frederick Newell
book is out-of-stock
(*)
Frederick Newell:
Why CRM Dosen?t Work: How to Win by Letting Customers Manage the Relationship - First edition

2008, ISBN: 0749442417

Paperback, ID: 8649491798

[EAN: 9780749442415], Neubuch, [PU: Kogan Page Limited/Viva Books], WHY CRM DOSEN?T WORK: HOW TO WIN BY LETTING CUSTOMERS MANAGE THE RELATIONSHIPFREDERICK NEWELL9780749442415, CRM was supposed to help businesses better understand their customers and increase efficiency. Yet most companies are not getting the return they expected. Is it possible to make your customers happy and, at the same time, improve ROI? Is there a practical, affordable way to get customers to tell you what they really want? In Why CRM Doesn?t Work, leading international marketing consultant Frederick Newell explains why it?s time to change the game to CMR (Customer Management of Relationships). CMR allows you to empower customers so they?ll tell you what kind of information they want, what level of service they want to receive, and how they want you to communicate with them ? where, when, and how often. It is a bold solution for business people at all levels in all industries who want to stay ahead of the curve in the development of customer loyalty. Newell shows by lesson and example why the current CRM isn?t working, what needs to change, and how to put the CMR philosophy to work at your company ? without additional expense. You?ll read case studies of good and bad relationship marketing from companies as diverse as Kraft Foods, Procter & Gamble, Budweiser, Charles Schwab, Dell, IBM, Lands? End, Sports Authority, Radio Shack, and Staples. With this book, you can build long-term relationships and bring in profits instead of relying on one-time sales. Why CRM Doesn?t Work is important reading for companies of every size that are trying to satisfy and sell to today?s consumer. Contents: What?s not working: Why doesn?t CRM work?; It?s not a question of the chicken or the egg; "One girl in a convertible"; Why do we have two ears and only one mouth?; ? What needs to change: It?s no longer good enough to ask forgiveness rather than permission; Permission in action; Type, point, click, and send now; Who?s minding the store?; Personalization technology ? Boon or bust?; But what about the loyalty card?; No card? No problem?; All Cows look alike ? How to Change: Before you build a better mousetrap; Customer service ? who cares?; Which customers and why; Crossing the chasm ? what will you need to change?; There?s no free lunch; Don?t boil the ocean ? A look ahead: There?s no there, there; Electronic empowerment; What do customers want from mobile messaging?; Will Wall Street care? ? Conclusion ? After word ? Notes ? Index Printed Pages: 268.

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Details of the book

Details of the book - Why CRM DosenaEUR t Work: How to Win by Letting Customers Manage the Relationship


EAN (ISBN-13): 9780749442415
ISBN (ISBN-10): 0749442417
Hardcover
Paperback
Publishing year: 2008
Publisher: Kogan Page Limited/Viva Books

Book in our database since 13.01.2008 01:02:38
Book found last time on 05.12.2017 13:30:16
ISBN/EAN: 0749442417

ISBN - alternate spelling:
0-7494-4241-7, 978-0-7494-4241-5


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